FAQs

Frequently Asked Questions (FAQ)

How can I contact Zenvalia?

You can reach us anytime at zenvalia.store@gmail.com. Our customer support team is happy to assist you with any questions, issues, or feedback.

Do you ship worldwide?

Yes, we offer worldwide shipping.

Where do you ship from?

All orders are shipped from our warehouse in Hong Kong.

Can I change or cancel my order?

As we strive to process orders as quickly as possible, any changes or cancellations must be requested within 12 hours of placing your order.
After this window, changes or cancellations are no longer possible, but you may still return your order for a full refund once received.

What payment methods do you accept?

We accept all major payment methods including:

  • Visa

  • Mastercard

  • American Express (AMEX)

  • PayPal

When will my order be processed?

Orders are processed Monday through Friday, excluding holidays.
Please allow 1–3 business days for processing. Orders are shipped the next business day after processing.
Note: Processing may take longer during holidays or major sales periods.

How long will it take to receive my order?

Due to high demand and international shipping, orders typically arrive within 5-10 days.
We appreciate your patience and understanding.

What if I don't receive my order?

If your order hasn’t arrived within 30 days of shipment, you are eligible for a full refund.
Please contact us with your order number so we can assist you promptly.

Will I be charged customs or taxes?

Prices listed on our site are tax-free in USD.
Depending on your country, you may be responsible for import duties, taxes, or customs fees once your order arrives. These are determined by your local customs office and are not covered by Zenvalia.
We are also not responsible for customs-related delays.

How do I return an item?

Please email us at zenvalia.store@gmail.com with your order number and reason for return.
We’ll guide you through the return process.

What if the item I received is defective, incorrect, or damaged?

If you receive a product that is defective, incorrect, or damaged, please contact us immediately.
Send an email to zenvalia.store@gmail.com and include:

  • Your order number

  • Photos of the product and packaging

  • A short description of the issue

We’ll do our best to resolve the problem as quickly as possible.

When will I receive my refund?

Refunds are issued to your original payment method.

  • For credit/debit cards: refunds are processed within 7–10 business days after we receive the returned item or approve your cancellation.

  • If you haven’t seen the credit posted to your account, please contact your bank or card provider, as posting times may vary.