Shipping policy
Free shipping
Orders to the United States, Canada, the United Kingdom, Australia, New Zealand and Europe ship free, with no minimum. Other destinations pay a flat shipping rate shown at checkout. Orders are dispatched by our fulfilment partner abroad and handed to an international carrier. In your country, the parcel is delivered by your national postal service or a local courier.
Free shipping applies to the original delivery of your order only. It does not cover returns or exchanges. These are described in our Refund Policy.
Processing time
Orders are processed within 1 to 3 business days. You receive an email with your tracking number as soon as your order ships.
Delivery times
Estimated delivery times, counted in business days from shipping:
| Destination | Estimated delivery |
|---|---|
| United States | 7 to 14 business days |
| Canada, United Kingdom, Australia, New Zealand | 7 to 14 business days |
| European Union and the rest of Europe | 7 to 14 business days |
| Rest of the world | 10 to 20 business days |
The maximum delivery time is 20 business days. Delivery times do not include processing time or delays at customs. Couriers usually do not deliver on weekends or public holidays.
Where we ship
We ship to most countries. If we cannot deliver to your address, we will contact you and cancel the order with a full refund.
Tracking
You can follow your order at any time on our Track your order page. Tracking can take 1 to 5 business days to show the first update. If there is still no information after 5 business days, email us at contact@zenooly.com.
Items from the same order may sometimes arrive in separate parcels.
Customs and import fees
Import duties or taxes charged by your country, if any, are paid by the customer. By placing an order you accept that your parcel may be subject to these fees on arrival.
Incorrect address and failed delivery
Please check your shipping address carefully before placing your order, including house or apartment number and phone number. If a parcel cannot be delivered because the address is incorrect or incomplete, or because the courier could not reach you, it is the customer's responsibility. In that case we do not issue a refund. If the parcel returns to our warehouse, it can be shipped again only after the customer pays the new shipping cost.
If you receive a message from the courier, please contact them directly to arrange delivery.
If the mistake is ours, we resend your order at no cost to you.
Lost parcels
If your parcel shows no movement for 20 business days, or the carrier confirms it is lost, email us with your order number. We will send a replacement or issue a full refund.
Questions
Email contact@zenooly.com and a person will answer, usually the same day.