Shipping & Returns Policy

The below Shipping & Returns Terms and Conditions are subject to change at Zensouk’s discretion from time to time to meet certain standards and improvements. Zensouk encourages visitors to frequently check this page for any changes to its Shipping & Returns Policy. 

Shipping Terms

It’s always our goal to make your ordering process as efficient as possible, ensuring that you are always pleased with your purchases 

1) Shipping Methods

Our orders are typically dispatched within 24 hours on business days (Saturday through Thursday excluding major holidays). We using multiple carriers and courier services. Subject to stock availability, we try to maintain accurate stock counts on our website but from time to time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

2) Delivery Time

The time frame for order delivery is divided into two parts:

(a) Processing time: Order verification, pick and pack orders. Most orders are sent to Zensouk for dispatch within 24 hours after the order is placed.

(b) Shipping time

Shipping In UAE: This refers to the time it takes for items to be shipped from our warehouse to the destination. After processing and leaving the warehouse, items usually take 1 to 2 business days in Dubai (but can take longer from time to time in some cases), 3 business days in other emirates, and up to 7 days in remote areas.

Shipping outside UAE: Generally, orders shipped in GCC Countries vary greatly depending on the country you are ordering from. The shipping time will be calculated at checkout once you place an order.

3) Operating Hours

Our warehouse operates on Saturday – Thursday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4) Shipping Fees

In UAE: we offer free shipping for orders with value over 300 AED. If your order is below 300 AED, we offer a flat shipping rate at AED18 AED across U.A.E. Remote area shipping rate at 25 AED.

Outside UAE: we are partnering with couriers to offer you the best shipping options. The shipping fees will be calculated at checkout once you place an order. 

Placing multiple booking/orders/shipments may result in multiple postings to your or the cardholder’s monthly statement.

5) Items Out Of Stock

While we endeavor to keep all our stock information accurate, if for any uncontrollable reason an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order.

6) Change of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched from the warehouse. If you need to change an order you have already placed, please contact Customer Service at +971 58 1694228 or email us at support@zensouk.com. 

7) Duties &Taxes

UAE VAT: VAT has already been applied to the price of the goods as displayed on the website. Import Duties & Taxes: Import duties and taxes for GCC Countries shipments may be liable to be paid upon arrival in destination country. This varies by country, and we encourage you to be aware of these potential costs before placing an order with us. If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Zensouk at the customer’s expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

8) Cancellations

  • If you change your mind before we dispatch that item (*call us to confirm), then cancel your order and we will process the refund along with any shipping fees applied. Refunds will be made back to the payment solution used initially by the customer. Please allow for up to 45days for the refund transfer to be completed.
  • Cancellations depend on whether your order has been shipped or not. Usually, this happens within 24 hours so try to cancel your order at an early stage. 
  • If your order has been shipped, we would not be able to cancel it. 

Note- Any refund will be processed only for the actual product price, Any Credit/Debit card payments “Refunds will be done only through the Original Mode of Payment

9) Report Order Problem

If your order is missing a product, contains a damaged or defective item, or other concern, please contact Zensouk Customer Service at (+971 58 1694228) or email us at Customer Service within 3 days from the date of delivery. To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your concern as efficiently as possible.

For all customer service inquiries, please email us at support@zensouk.ae.

Refund Policy 

We do not provide refunds after the product is shipped, which you acknowledge prior to purchasing any product on the Website. Please make sure that you’ve carefully read product description before making a purchase.

Note – Replacement, Exchange or Refund is applicable only for the products which are damaged or defective. We can Replace, Exchange or Refund if the product is damaged or defective, please contact Zensouk Customer Service at (+971 58 1694228) or email us at support@zensouk.com within 3 days from the date of delivery. 

Returns & Exchanges

We may only replace items if they are defective or damaged subject to stock availability. We only exchange the item for the same item (if stock is available) otherwise we offer you a full refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. It will reach within 3 days in UAE, and will take longer for GCC Countires shipping. We will update you with the time of the shipping upon confirming your exchange.

Contact

If you have any questions about this Shipping &Return Policy, please contact us or send us an email at support@zensouk.ae.