FAQ

Frequently Asked Questions

Shipping & Delivery

Q: What are your shipping options and rates?
A: We offer standard and expedited shipping worldwide. Shipping rates are calculated at checkout based on your location and selected delivery speed.

Q: How long will my order take to arrive?
A: Standard shipping typically takes 7-18 business days. Expedited shipping arrives within 5-9 business days.  You'll receive tracking information once your order ships.

Q: Do you ship internationally?
A: Worldwide shipping is available with some countries excluded. If your order is succesfull, your country is available for shipping.

Returns & Exchanges

Q: What is your return policy?
A: We accept returns within 30 days of delivery for unopened products in their original packaging. Due to the nature of beauty and personal care products, opened items cannot be returned for hygiene reasons.

Q: How do I initiate a return?
A: Contact our customer service team at support@zentelle.shop with your order number. We'll provide you with return instructions and a prepaid shipping label if applicable.

Q: When will I receive my refund?
A: Refunds are processed within 5-10 business days after we receive your returned item. The refund will be issued to your original payment method.

Product Information

Q: Are your products cruelty-free?
A: Yes, all Zentelle Beauty products are cruelty-free and never tested on animals.

Q: What ingredients do you use?
A: We prioritize premium, high-quality ingredients in all our formulations. Detailed ingredient lists are available on each product page. If you have specific allergies or sensitivities, please review the ingredients carefully or contact us. 

Q: How should I store my products?
A: Store products in a cool, dry place away from direct sunlight. Specific storage instructions are included on product packaging when applicable.

Q: What is the shelf life of your products?
A: Our products are formulated for optimal freshness. Most items have a shelf life of 12-24 months when unopened. Check the period-after-opening (PAO) symbol on packaging for guidance after opening.

Orders & Account

Q: Can I modify or cancel my order?
A: Please contact us immediately if you need to modify or cancel your order. Once an order has shipped, we cannot make changes, but you may return it following our return policy.

Q: Do I need an account to place an order?
A: No, you can checkout as a guest. However, creating an account allows you to track orders, save your preferences, and checkout faster in the future.

Q: How can I track my order?
A: You'll receive a tracking number via email once your order ships. You can also track your order by logging into your account.