Frequently Asked Questions (FAQ)

Welcome to Zenael! Here you'll find answers to common questions about our hair accessories, orders, shipping, returns, and more. If you need additional assistance, please contact us at service@zenael.com.

1. Products

What products does Zenael offer?

Zenael offers a selection of hair accessories, including hair claws, barrettes, and headbands. Our collection features a variety of styles and colors to complement different looks and occasions.

How do I choose the right hair accessory?

Consider your hairstyle, hair length, hair thickness, and preferred style when selecting an accessory. Please review each product's description and available details to find the option that best suits your needs.

Are the product colors exactly as shown in the photos?

We make every effort to display product colors accurately. However, colors may appear slightly different depending on your screen settings, device, and lighting conditions.

How should I care for my hair accessories?

To help maintain your accessories, handle them gently, avoid excessive force, and keep them away from prolonged exposure to heat, moisture, and harsh chemicals. Follow any care instructions provided with your product.

2. Orders and Payments

How do I place an order?

Browse our collection, select your preferred product and available options, add the item to your cart, and proceed to checkout. Please review your order and shipping information carefully before completing your purchase.

Can I change or cancel my order after placing it?

If you need to change or cancel an order, contact us as soon as possible at service@zenael.com. We cannot guarantee changes or cancellations once an order has entered processing or has been shipped.

What payment methods do you accept?

Available payment methods are displayed at checkout. The options may vary depending on your location and the payment services available for your order.

How can I check my order status?

If you have questions about your order, contact us at service@zenael.com and include your order number. If tracking is available, tracking information will be provided after your order has been dispatched.

3. Shipping and Delivery

Do you offer free shipping?

Free shipping may be available for eligible orders under the conditions displayed on our website or at checkout. Please review the shipping information before completing your purchase.

How long does order processing take?

Orders are typically processed within 1–3 business days after payment confirmation. Processing times may be longer during holidays or periods of high order volume.

How long does delivery take?

Estimated delivery times after dispatch are:

• United States: 5–10 business days

• United Kingdom: 5–10 business days

• Europe: 5–10 business days

• Other international destinations: 7–15 business days

These are estimates, not guaranteed delivery dates. Actual delivery times may vary due to the destination, carrier operations, customs clearance, and other circumstances.

Will I receive tracking information?

When tracking is available, we will send tracking information after your order has been shipped. Please allow some time for the carrier's system to update.

Do I need to pay customs duties or import taxes?

International orders may be subject to customs duties, import taxes, or other charges imposed by the destination country. Unless otherwise stated at checkout, these charges may be payable by the recipient.

4. Returns and Refunds

What is your return policy?

Eligible items may be returned within 30 days of delivery, subject to our Refund & Return Policy and any mandatory consumer rights that apply to your purchase. Please contact us before sending an item back.

How do I request a return?

Email service@zenael.com with your order number and the reason for your return. Our customer service team will review your request and provide instructions.

Can I return an item I have used?

For hygiene reasons, used or unsanitary hair accessories may not be eligible for change-of-mind returns. This does not affect any rights or remedies that apply to defective, damaged, or incorrectly supplied products under applicable law.

How long does a refund take?

After we receive your returned item, please allow approximately 3–5 business days for inspection and processing. Once your refund is approved and processed, it may take approximately 5–10 business days to appear in your account, depending on your bank or payment provider.

What if my order arrives damaged or incorrect?

Please contact service@zenael.com with your order number, a description of the issue, and photographs where appropriate. We will review the issue and explain the available resolution.

5. Customer Support

How can I contact Zenael?

For questions about products, orders, shipping, returns, or refunds, please email:

service@zenael.com

Please include your order number when contacting us about an existing order. We aim to respond within 1–2 business days.

Thank you for shopping with Zenael!