Zena Makeup | FAQs

|| Our FAQs

I love your products. Can I get a discount on a second order?

Thank you! 🙂 We’ll keep you posted if there’s a sale. We recommend you don’t wait to purchase again, however, as our items can sell out. 

I haven’t received my order yet. Can you give me an update?

Track your order here: https://track.yw56.com.cn/en/index

As noted on the site and in the emails you should have received,  delivery times are between 9-14 workdays because they come from abroad and are sent via Free Shipping. If it’s been over 30 days since you placed your order, just contact us. 

I never received an order confirmation email. Can you help me out?

Sure! First, please check your spam folder or search your email inbox for an email from “ZENAMAKEUP“. If you don’t see one, it’s probably because you entered your email in incorrectly when you made your purchase. If you send us an email, we can update your email address and resend your confirmation email. 

Can I cancel my order?

Sorry! We can’t currently do cancellations. We’re working on developing a better cancellation system in the coming months. 

Can I update my address?

Yes! If you contact us within 24 hours of placing your order, we can update your address. If it’s after  24 hours, we can no longer update your address.   

I never received my order. Help!

Oh no! We’ll sort this out for you. If it’s been over 40 days since you ordered, send us an email and we’ll look into the status of your order and resend it to you with no questions asked. 

My order arrived broken. 

We check each order carefully before sending it out but occasionally an order will get damaged during the shipment process. If this is the case, please send us an email and we’ll work it out for you and resend it to you or provide you with a refund! 

I have received only part of my order in the mail so far. Can you tell me where the other items are?

As noted on our shipping page, we ship directly from different suppliers around the world — so your order, if you purchased several items,  will likely arrive in different packages. Please be patient and the rest of your order will arrive soon! 

Is it safe to process payments through you? Do you have access to my credit card details?

We use Shopify Payments and PayPal, the leading international payment providers, to process all purchases. There is no point where we ourselves have access to customer’s personal data or where that data might potentially be compromised. All data is processed encrypted via Stripe or PayPal. 

Do you do exchanges?

We don’t currently do size exchanges since our suppliers are based all over the world and we don’t have a storefront. We are working to build out a system where our customers can do exchanges in the future — but it’s not currently possible. We appreciate your understanding!  

I’m having a technical issue on your site or can’t place an order because of an error. Help!

Please try on a different browser (e.g. Chrome, Firefox, Safari) or retry in a few hours.