FAQs

🧴 About Zena Skin + Our Products

What makes ZenaSkin better than the rest?

We started ZenaSkin with one goal in mind, to make you ✨Sparkle✨ and to cut out spot prone skin, without making it difficult, no choosing between 10 million products, an easy 7 step routine is all you need.

Do I have to buy the full set?

Ideally we would love you to buy the full set, although we know this isn't ideal, we would always recommend buying our Pink Clay face mask first, this contains more kaolin than other Pink Clay masks, which helps control oiliness, which is usually the main cause of spots and breakouts.

You can then purchase the rest of the set as you run out of your old and not so great moisturiser, scrubs, serums and cleansers.

What order do I use the set?

We always recommend this full routine 2-3 times a week!

Cleanse/Scrub/Face Mask/ Toner/ Serum/ Moisturise.

But don't worry, a full step by step guide is included with every order!

What are your opening hours?

We are open Monday - Friday 9am - 5pm, and will answer any questions within 24 working hours during this time. Please do not send messages on multiple formats as they are answered in order of receiving them.

Where are you based?

We are based in the United Kingdom

Are your products Vegan Friendly and Cruelty Free?

We only use Vegan Friendly products, and of course they are cruelty free, they are even PETA Approved cruelty free, and not many skincare brands are! We wouldn't have it any other way.

Storage of products

Please note as with all skincare, they must be kept out of direct sunlight and away from hot/cold elements. Failure to do so may result in your product being affected.

Can I use two promotional codes at once?

No, our discount codes or promotional codes cannot be stacked.

📦 Your order + Delivery

Can I amend or cancel my order after I've placed it?

Unfortunately all of our shipping is automatic, so we cannot edit or cancel an order once it is placed.

How long does delivery take?

Orders processed before 8am Monday to Friday are normally processed the same day. Orders placed are 8am Friday aren’t processed until Monday. Depending on the chosen option at checkout, normal UK delivery is between 1-3 working days. During Offer Periods, Black Friday and Christmas this may be a little longer. For International orders please check your email confirmation for delivery times.

Where is my order?

Please check your tracking link that was emailed at the time of despatch (may be in junk/spam folder).

My order has arrived damaged?

Please take pictures of the outer packaging, the damaged bottle(s) ensuring the product is visible and email the pictures to our Customer Services Team at support@zenaskin.com.

Unfortunately damage incidents need to be investigated so we need sufficient photographic evidence.

Please do not dispose of the products or packaging until we have advised you that we completed our investigations. All damages must be reported within 7 days of receipt

My order has been received incorrect?

Please check your order confirmation alongside the order you have received and if there are any discrepancies, please email support@zenaskin.com with a picture of all the goods received along with the packing slip. All error must be reported within 7 days of receipt

My order states delivered however I have not received it?

Please check on the tracking link for details as to where your parcel has been left. Most couriers operate no contact deliveries now, so if you are not at home they will leave your parcel with a neighbour or in your safe place. Also calling cards are not used as they confirm via email/tel confirmation. Please check this before contacting us. Every courier we use, will complete a detailed investigation for disputed claims and if delivery is found to be non compliant we will resend your order. All denials must be reported within 7 days of delivery date.

📬 Returns

What is your returns process?

We accept products back within 30 days for a refund or exchange. We assume customers will try the product however we do not accept products that have more than 20% used and this is at our discrepancy. Any product used more than this or outside our 30 day policy and they will be returned to you.. Please note that products bought as part of a bundle set must be returned as a set for a refund otherwise we can only offer an exchange.. Please contact our Customer Services Team at support@zenaskin.com for further details.

Where is my exchange/refund?

Please check on your return tracking receipt that we have received this and send us a copy of your receipt. Returns are generally processed within a week of receipt. We are not responsible for returns lost by your courier during return transit.

Need more help?

Contact our support team below!

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