Frequently Asked Questions

📦 Shipping & Delivery

How long does delivery take?

Most UK orders are delivered within 5–10 business days. International orders may take 7–21 business days depending on destination. Delivery times vary by supplier and product. You'll receive a tracking email once your order is dispatched.

Do you offer free shipping?

Free shipping is available on selected products and is clearly shown on the product page and at checkout. Standard delivery is £5.99 where applicable.

Do you ship internationally?

Yes, we ship to selected international destinations. Available options and costs will be shown at checkout based on your delivery address.

Can I change my delivery address after ordering?

Please contact us immediately at hello@shopzenvy.co.uk if you need to change your address. We cannot guarantee changes once an order has been dispatched.

🔄 Returns & Refunds

What is your returns policy?

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving a reason. We extend this to 30 days as a goodwill gesture. Items must be unused, undamaged, and in original packaging.

How do I start a return?

Email us at hello@shopzenvy.co.uk with your order number and reason for return. We'll provide return instructions within 1–2 business days.

Who pays for return shipping?

If the item is faulty, damaged, or incorrect, we will cover return shipping costs. For change-of-mind returns, the customer is responsible for return postage.

How long do refunds take?

Refunds are processed within 14 days of us receiving the returned item, in line with UK Consumer Rights Act 2015. Refunds are issued to your original payment method.

What if my item arrives damaged or faulty?

Under the UK Consumer Rights Act 2015, you are entitled to a repair, replacement, or full refund for faulty goods. Please contact us within 30 days of delivery with photos of the damage and we'll resolve it promptly.

💳 Payments

What payment methods do you accept?

We accept Visa, Mastercard, Apple Pay, Google Pay, and Shop Pay. All transactions are processed securely via Shopify Payments.

Is it safe to pay on Zenvy?

Yes. Our checkout uses SSL encryption and is fully PCI-DSS compliant via Shopify Payments. We never store your card details.

Will I be charged in GBP?

All prices are displayed and charged in GBP (£) for UK customers. International customers may see prices in their local currency where applicable.

📍 Order Tracking

How do I track my order?

You'll receive a shipping confirmation email with a tracking link once your order is dispatched. You can also log into your account to view order status.

My tracking isn't updating — what should I do?

Tracking can take up to 48 hours to update after dispatch. If there's no update after 48 hours, please contact us at hello@shopzenvy.co.uk.

My order hasn't arrived — what are my rights?

Under the UK Consumer Rights Act, goods must be delivered within the timeframe agreed at checkout. If your order is significantly delayed, you are entitled to a redelivery or full refund. Please contact us and we'll investigate immediately.

🛡️ Your Consumer Rights

What are my rights as a UK customer?

As a UK consumer you are protected by the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. These give you the right to goods that are of satisfactory quality, fit for purpose, and as described. You also have a 14-day cooling-off period for online purchases.

How do I make a complaint?

We take complaints seriously. Please email hello@shopzenvy.co.uk with full details and we will respond within 2 business days. If you are not satisfied with our response, you may escalate to an Alternative Dispute Resolution (ADR) scheme or contact Citizens Advice.