FAQ
FAQ
Welcome to ZENZEN's FAQ page. Here you will find answers to our most frequently asked questions. If you need further assistance, Please feel free to contact us here.
SHIPPING
Q: What shipping methods do you offer?A: We offer Economy Shipping via Japan Post and Express Shipping via DHL Express. Economy Shipping takes 7-30 business days, while Express Shipping takes 2-6 business days.
Please note that 'business days' do not include weekends or holidays.
Q: Do you ship internationally?
A: Yes, We ship internationally for directly from Japan with DHL or Japan Post. We do not ship to PO boxes, remote islands, Russia. For other destinations, please contact our customer service for more information.
Q: How can I track my order?
A: Once your order has been dispatched, you will receive a confirmation email with tracking information.
Q: Will I have to pay customs duties and taxes?
A: International orders may be subject to customs duties and import taxes upon arrival . These fees are the responsibility of the customer.
Q: What does 'retention period' mean on the Japan Post tracking page?
A: 'Retention' means that your parcel is being held at your local Post Office and you must pick it up there, or schedule a redelivery if possible.
Q: Can my package be declared to customs as a gift?
A: Due to shipping regulations out of our control, we cannot claim orders as gifts at customs.
Q: Do I have to pay taxes and customs fees before delivery?
A: As our products are shipped directly from Japan they may be subject to taxes and to customs fees in the country of delivery. These costs are the customer’s responsibility.
For our customers in the USA :
Most packages with a declared value under $2000 USD will be cleared without any fees.
For our customers in Australia :
Orders below $1000 AUD are regarded as 'low value imports' by Australian customs. As of 01 July 2018, customs duties may apply to any goods imported from overseas by consumers in Australia. For more information please visit the Australian customs website.
For our customers in Canada :
Orders above $20 CAN require that you pay the applicable duties and the GST. For more information please visit the Canadian customs website.
For our customers in the EU :
It will incur VAT and custom duties.
As of July 1, 2021, orders up to €150 are subject to VAT, while orders exceeding €150 are subject to import VAT and customs duties. If VAT and duties are not collected during the checkout process, customers will need to pay these charges to the delivery carrier upon delivery. In this case, customers are responsible for payment of these to the shipping carrier. Please note.
For our customers in Japan :
All prices are shown tax included. No other taxes or fees are incurred for domestic orders.
RETURNS, EXCHANGES & CANCELLATIONS
Q: What is your return policy?A: We accept returns within 30 days of purchase. Items must be unused and in their original packaging. Please feel free to contact us here.
Q: How do I exchange an item?
A: All of our products are made in small batches. To make sure the item you’d like to purchase is in stock, we recommend that you place your order before you return your original purchase. Then just follow our quick return process and you’ll be set.
As a reminder, you can return any new, undamaged items at any time but the shipping fees are not eligible for refund.
Q: How do I make a return?
A: Please feel free to contact us here and indicate what you are returning and why. In order for us to process your return, please include the following information:
- your name
- email address
- order number
- name of the items
While we do our best to offer free international shipping for orders above ￥50000, we will not be able to offer the same for returns at this time. This means you will be responsible for the shipping charges associated with sending the unwanted item(s) back to us.
Shipping fees are not eligible for a refund.
Q: What if my product gets damaged?
A: If a product is damaged during shipping, please contact us at here within 7 days upon arrival and send a detailed photo of the damage with the order number.
Please note that 'business days' do not include weekends or holidays.
Q: Can I cancel my order?
A: If your order has not shipped you can cancel your order. Once it has shipped we unfortunately are unable to change or cancel the order.Please contact us immediately at
here if you need to cancel your order.
Q: What if my item is damaged or defective?
A: If you receive a damaged or defective item, Please feel free to contact us here with photos of the damage. We will arrange a replacement or refund.
PAYMENT
Q: What payment methods do you accept?
A: We accept major credit card (Visa, Mastercard, American Express), Apple Pay, Google Pay, PayPal.
Please note that 'business days' do not include weekends or holidays.
Q: Is my payment information secure?
A: Yes, we use secure encryption technology to protect your payment information. Your privacy and security are our top priorities.
Q: When will my credit card be charged?
A: Your credit card will be charged at the time of purchase.
YOU MAY ALSO WANT TO KNOW
Q: I haven’t received my order confirmation email.
A: Your order confirmation is automatically emailed to the email address you entered at checkout.
If you don’t receive your order confirmation email within 24 hours, please contact us via our enquiry form with your order details.
*Occasionally our emails may be marked as junk mail – please take a moment to review your mail settings.
Q: How can I contact customer service?
A: You can reach our customer service team at here. We are available Monday to Friday from 10 AM to 5 PM (JST).
Q: Do you offer gift wrapping?
A: Yes, we offer gift wrapping for an additional fee. Please select the gift option at checkout.
Q: Can I exchange a gift?
A: Send us an email at here and we’ll handle the return for you discreetly.
Q: Can I change my shipping address after placing an order?
A: If you need to change your shipping address, please contact us as soon as possible at here. We will do our best to accommodate your request.
Q: Do you have a physical store?
A: No, we currently operate exclusively online.
Q: How do you think about sustainability?
A: At ZENZEN, sustainability is at the core of everything we do. Our commitment to sustainability extends to both our artisan partners and the environment. We take pride in using traditional Asian washi paper, which is eco-friendly and made from renewable resources. Washi production has a low environmental impact, as it uses natural materials like kozo (mulberry), mitsumata, and gampi plants, which are sustainably harvested. By sourcing most of our materials locally, we not only support our local communities but also reduce our carbon footprint. Our goal is to ensure that our business practices and products contribute positively to a sustainable future for generations to come.
Q: How do I report a bug on your site?
A: Since we’re a small startup we really appreciate your help in making our site better. Please feel free to contact us here.
Q: Is ZENZEN on social media?
A: We would love to hear from you on Instagram and Pinterest!
Don't forget to share your zen painting with us by tagging us or using #zenzen on Instagram.
Thank you for visiting ZENZEN-STUDIO! We are here to help you with any questions or concerns. Enjoy your shopping experience!