What is your return policy?
To start a return, visit our Returns Center.
If for any reason you do not love your purchase, please return the item in its original and unused condition within 30 days of the postmarked delivery date for a full refund, minus shipping costs. Refunds are issued back to the original form of payment or as store credit within 5-8 business days after we receive your package.
We reserve the right to refuse a return if it is outside of the return period, if it has obviously been used (e.g. candle already burned, half empty products, opened bath bomb), or if it has excessive dirt that is unable to be removed. If your return is refused, we will ship the item back to you at no extra charge to you.
What do I do if I received a damaged item?
Contact support@thezenflower.com and include a photo of the damage(s) within 7 days of receiving your item(s). We’ll contact you to resolve your issue as quickly and easily as possible!
I received the wrong item(s). What do I do?
Please contact us and let us know that we accidentally sent you the wrong item(s). We do our best to ensure that you get exactly what you ordered; however, accidents happen occasionally. Please let us know immediately, and we will make things right.
Can I update my order before it has been shipped?
Contact support@thezenflower.com with the information you would like to update. We’ll do our best to update your order as long as it hasn’t been shipped. We cannot guarantee that we will be able to make any changes to your order if you contact us more than 12 hours after your order has been placed (not including weekends). We usually ship orders within 2 business days of your order date, or sooner if it is expedited, so please contact us as soon as you know you have an issue.
Can I cancel my order?
If you placed your order with standard shipping, we are able to cancel orders if you contact us within 12 hours of placing the order (not including weekends). If you placed your order with expedited shipping, we are unfortunately unable to cancel your order since we prioritize those orders to get them to you on time. Please email us at support@thezenflower.com as soon as you know you would like to cancel your order and we will do our best to assist you.
Do you fulfill custom requests?
We are able to fufill custom requests such as personalized candle designs and gift box requests, such as adding succulents or other item requests during non holiday seasons.
Do you have "wholesale" availability?
Yes! We can create gift boxes to sell from your boutique or salon, or any other retail business. Just drop us a line on the contact form, and we will be more than happy to collaborate a wholesale package with you!
What if I open a product, use it, and find that it doesn't fit my needs?
Unfortunately, we cannot accept returns of any items that have been used due to hygiene reasons.
What if a product ends up in my box that I didn't order?
Please contact us and let us know that we accidentally sent you the wrong item(s). We do our best to ensure that you get exactly what you ordered; however, accidents happen occasionally. Please let us know immediately, and we will make things right.
What if I make the wrong selection and realize it after I've ordered?
Please drop us a line through the contact form, and we will do our best to change your order to the selection you desire. Please let us know immediately as we cannot change out items after being packaged for shipping.
What if I forget to include a gift message?
Again, please contact us immediately, and we will ensure that your message is included in your package. Please be advised that a gift message cannot be added after your gift box is packaged for delivery.
I ordered a specific scent/formulation for my gift box, and that’s not what was received. What went wrong?
When ordering from us, there are certain scents and fragrances that you may choose for your box. For example, if you request “jasmine,” it is only available in candles and body sprays, so that’s what you will receive. However, your body butter may be of a different scent like rose. To keep our boxes unique, we do mix up fragrances so that you will get the opportunity to experience a variety of products that make each and every box unique. Should you need a custom box that isn’t hand-picked by us, please drop us a line in the personalization comments section when and we will do our best to accommodate you!
I want EVERY PRODUCT to be of one scent. How do I accomplish this?
Just drop us a line in the order’s personalization portion and list your request there. However, due to us always producing different formulations and buyer demand, each box will generally be hand-selected. You will experience a variety of different products to expand your experience. Rest assured that every box that we send out is a stunning combination of our most revered products!
Can you do a corporate bulk order that I may gift to my employees or a large group of people?
Of course you can! The Zen Flower wants to get our eco-friendly and 100% vegan products into the hands of as many people as possible. If you wish to order several boxes as gifts or for a special occasion, just drop us a line at support@thezenflower.com or send us a message on Etsy!
