DELIVERY INFORMATION

 

Our parcel service is committed to delivering your shipment to the address you specify with the utmost care. However, we cannot assume liability for lost orders resulting from inaccurate address entry. To avoid any errors or shipping delays, please ensure you provide precise address details, including the 1st line of the address, house or apartment number, and postcode. Please note that once an order is submitted, we are unable to modify the shipping address. Your attention to accurate address information is greatly appreciated. Your shipping address must be in certain areas. 

Any times or dates stated on our Site for delivery are estimates only.  Zena Makeup will make all reasonable effort to deliver goods within the time specified but does not accept liability for any failure to deliver within that time.

 

FAQs

1. How can I track my order?
Certainly! To track your order, please visit our tracking page (https://track.yw56.com.cn/en/index).

2. I haven't received my order. Can you provide an update?
We understand the anticipation. Our standard delivery times are 9-12 days due to international shipping. If it's been over 30 days since your order, please reach out to us, and we'll look into it promptly.

3. I didn't receive an order confirmation email. Can you assist?
Of course! Firstly, check your spam folder for an email from "Zena Makeup" If it's not there, it's possible there was an error in your email entry. Send us an email, and we'll update your information and resend the confirmation.

4. Can I cancel my order?
We regret to inform you that cancellations are not possible at the moment. We are actively working on implementing a more flexible cancellation system in the coming months.

5. Can I update my address?
Absolutely! If you contact us within the first 24 hours of placing your order, we can certainly update your address for you. Unfortunately, after this timeframe, we won't be able to make changes.

6. My order hasn't arrived. What should I do?
I'm sorry to hear that. If it has been over 40 days since you placed your order, please send us an email, and we'll investigate the status and reship your order with no further questions.

7. My order arrived broken. What should I do?
We apologize for any inconvenience caused. Kindly email us, and we'll promptly address the issue, either by resending the order or processing a refund.

8. I received only part of my order. Where are the other items?
Thank you for your patience. Since we ship directly from various global suppliers, orders with multiple items may arrive in separate packages. Rest assured, the remaining items will be on their way shortly.

9. Is it safe to process payments through you? Do you access credit card details?
Your security is our priority. We utilize Shopify Payments and PayPal, leading international payment providers, ensuring that your personal data is processed securely and encrypted through Stripe or PayPal.

10. Do you offer exchanges for sizes?
At the moment, size exchanges are not available due to our global supplier network and the absence of a physical storefront. We appreciate your understanding as we explore options for future exchanges.

11. I'm facing technical issues on your site. Can you help?
Certainly! If you encounter technical difficulties, please try using a different browser (such as Chrome, Firefox, or Safari) or attempt the transaction again in a few hours. If the issue persists, feel free to contact us for further assistance.