FAQs – Zelens

If you need to contact us please do by emailing our support team at customer.service@zelens.com. The team is located in UK and operates Monday to Friday 9am - 5pm GMT. You can also submit your enquiry via this form or calling our UK number +44 (0)7376 008 504 during office hours. Calls will be charged at your service provider rates.

Once your order has been processed, you will receive an email confirming the purchase shortly after. If you haven't received your confirmation email from us, please do check your spam folder. Failing that, please do get in touch through our contact form here or send an email at customer.service@zelens.com. Please include your order number and your email address in your request to ensure a timely response from our support team.

If you changed your mind or realised you made a mistake, please get in contact with the customer service team as soon as possible, and we will do our best to accommodate your request – please note, orders already being processed cannot be cancelled. In case you received the products already, please contact our team at customer.service@zelens.com and they will assist you in the refund procedure.

In the very unfortunate circumstance of receiving damaged goods or the wrong product, please get in contact with the customer support team immediately at customer.service@zelens.com. Please make sure to include photos of the products and packaging. Please hold onto the goods until the issue is resolved, in case we need more photos and information to facilitate the process.

If an order is placed within the UK, 20% VAT is included in all UK orders. For orders placed within the European Union, VAT is included at rates determined by the country of destination. Some orders within the US will be subject to local sales tax, this will be determined at checkout based on the delivery address. For international orders, local duties and import taxes may be applicable.

If you are unsure or concerned about using any specific ingredients/formulations in relation to pregnancy or similar, we recommend that you reach out to your doctor, GP or clinician for personalised advice before incorporating products into your routine. We do not recommend the use of retinol products, such as our Power A concentrate, while pregnant or breastfeeding.

Our formulas contain natural active ingredients and natural preservatives. A result of using natural ingredients is that colour and shade variations can sometimes occur between different batches of the finished product, just as they would in the natural world. This is not because of any change to the formulation or production process, and does not impact the performance or effectiveness of the product. We recommend storing your products away from natural light, however changes may still occur.

On rare occasion, pumps may not be able to pick up the last drops of certain products smoothly. We are pleased to reassure you that we in fact overfill each bottle a little, to ensure that each always contains at least the quantity stated on the bottle. If the pump for any reason isn’t delivering the very last bit of product, we suggest unscrewing the pump and using a long cotton bud.

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