Hey beauty, do you have a question? These are the frequently asked questions.
About our Products
• Are the Zrena Cosmetics products cruelty free?
All our products are cruelty free. We can confirm that we do not conduct or commission animal testing on ingredients, formulations or finished products.
• Are the Zrena Cosmetics products vegan?
We can assure you that our products are considered vegan friendly, since our products do not contain any animal derived ingredients.
• Where can I check the ingredients of the product?
You can check the product ingredients on the product page of the site. Besides, you can also find it on the product packaging.
• Can I re-use the Zrena Cosmetics Eyelashes?
Absolutely! The re-usable lashes can be used up to at least 20 times with the right care. Apply the eyelashes with the Zrena Cosmetics Glue and Applicator for the ultimate result (sold separately).
Orders and refunds
• Where do I enter my coupon code?
After adding your items to your basket, click the MY CART icon. You can then insert your code.
• Why is my coupon code not working at checkout?
Please check whether the code has been entered correctly. Coupon codes may only be valid on certain products, and they will not be valid on products which are already discounted as part of a sale or promotion. These may be the reasons why your discount is not being applied.
• Why have I not received a confirmation email after ordering?
Firstly, please check whether the e-mail address that you entered at checkout is correct. If so, please check your junk mail too. When you still have not received any mail after 4 hours of placing your order, then you can use the CONTACT US section and we'll look the problem up for you. Please send us the full name used on your order to help us locate it.
• Why did I receive a mail which says that my order was unsuccessful?
We're sorry that your order was unsuccessful, there are various reasons that this can happen. If you wish to reorder we would recommend to verify all shipping information including name and address before placing your order again, and/or use an alternative payment method.
You should not be charged for the unsuccessful order. However, it may have been authorized* – this will automatically be reversed within 48 hours as your order has now been cancelled.
*An authorization is a temporary hold of funds on your credit/ debit card. For instance, when you purchase a product using card payment the bank will 'hold' the money on behalf of Zrena Cosmetics to ensure there are enough funds to be charged when the order is confirmed. This may reflect as a transaction on your account but no funds have been taken from your account.
• Why can I not checkout with some of the items in my basket?
This may mean that the product is now out of stock. The product may have been available when you added it to your basket but by the time you have completed the checkout process, the product is now no longer available. The site will 'save' this item in your basket, but will not reserve the stock.
• How much will I be charged for shipping?
The cost of shipping will depend on your delivery address. After entering your delivery address at the checkout, you will be able to view the delivery options available to you and their cost.
• I received damaged products. What should I do?
If any items in your order have been received in an unsatisfactory condition, please let us know within 7 days of your order being received. Please send your order number, and clear photos of the damaged item alongside your pack slip using the CONTACT US section. Please contact us using the email address associated with your order.
Please note we cannot consider cases reported after 7 days of the receipt of your items. Please do not dispose of the items as you may need to return them to be eligible for a refund.
We monitor return activity and reserve the right to limit returns or exchanges.
• I received the incorrect items. What should I do?
We're sorry you have received incorrect items! Please use the CONTACT US section to send us your order number, and a clear photo of the items received along with your packing slip. Please use the email address associated with your order and note that we cannot consider cases reported after 7 days of the receipt of your items.
• When will I be charged for my order?
You will be charged when your order has been verified and approved.
• How long will it take to receive my refund?
If you are waiting for a refund for items that you have returned, your refund will be processed within 14 days of the items being received at our warehouse. You can use your return tracking number to confirm if they have been received successfully. The items will be checked and verified and then the refund will be initiated.
• I should have been refunded, but the money is still not in my account. What should I do?
If we've informed you that a refund has been processed, it may still take up to 14 days to reflect with your issuing bank.
Account
• I have forgotten the password to my account. What should I do?
Please select the FORGOT PASSWORD option on the Account Login Page where you will be prompted to enter your account email address to receive a password reset mail.
If you don't receive this email, please check your junk mail. If still not received within two hours or you are still facing difficulty resetting your password after receiving this mail, please use the CONTACT US page and we'll look the problem up for you.