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Terms & Conditions/FAQ's

The Zen Shop

These terms and conditions apply to items ordered by Internet from Zen Shop Ltd’s website.

Please take time to read these terms and conditions it is important for both of us that you understand our contractual relationship relating to your use of the website. Please make sure that you have read these terms and conditions before completing your transaction with us. If you fail to read these terms and conditions you enter into a purchase at your own risk.

You undertake to us that the details you give to us while using the website are correct in particular that the credit or debit card you are using is your own and that there are sufficient funds to cover the cost of the product or service.

If there are any changes to the details supplied to us by you it is your responsibility to inform Zen Shop ltd via our web form or by contacting our Customer Services as soon as possible.

Data Protection/GDPR

Where we get your data and how we use it

When you purchase something from our website, as part of the process, we collect the personal information you give us such as your name, address and email address. We collect data from our booking system, MindBody online and in store when you sign up for emails and texts. The Zen Shop only use this information to send you emails about new products, discounts and other updates.

Consent to collect it 

When you provide us with personal information to complete a transaction, make a booking, place an order online or place an order over the phone, we imply that you consent to our collecting it and using it.

How do I withdraw my consent?

If you change your mind you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at This email address is being protected from spambots. You need JavaScript enabled to view it. or writing to us - The Zen Shop 3 St Mary’s Row, Moseley, Birmingham, B13 8HW

Disclosure

We will not disclose your information to any third parties. We would only disclose your information if required to by law.

Where we hold your Data and how it is protected.

Our website holds buyer details such as name and address. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

Your data is stored through the websites data storage, databases. It is stored data on a secure server behind a firewall.

When you make a payment, our payment gateway Sagepay completes your purchase and stores your credit card data. Sage pay is also audited annually under the Payment Card Industry Data Security Standards (PCI DSS) and is a fully approved Level 1 payment services provider, which is the highest level of compliance.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. For full privacy policy please click the link https://www.sagepay.co.uk/policies/security-policy

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

In store

When you purchase items using a debit or credit card, we store the data for up to one month and then it is destroyed.

Links

When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

Changes to the Privacy Policy

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

Complaints

If you would like to: access, correct, amend or delete any personal information we hold, make a complaint, or simply want more information please contact us via This email address is being protected from spambots. You need JavaScript enabled to view it. Or via post The Zen Shop 3 St Mary’s Row, Moseley, Birmingham, B13 8HW

 

Terms & Conditions

Order acknowledgement

Your order will be acknowledged via email, if you enter a correct email address. Acceptance of the order will take place on clearance of payment.

 

Payment

Payment may be made Sagepay on our website and will be debited when we receive your order.

You will be charged the current price for buying goods from our website at the date you place your order. All prices are displayed on our website and are inclusive of VAT, where applicable, at 20%. We reserve the right to amend prices if there is a change in the rate of VAT. We do our best to make sure that prices are correctly shown but very occasionally an error may occur.

We will do our best to correct errors and omissions as quickly as practicable after being notified of them. However because of the technology that is required in operating the website there may be times when obvious errors occur. For example, very occasionally, this may result in a price, or product or other detail displayed or presented on the website being incorrect. In this case we reserve the right to cancel that contract, but this of course will be without any liability to you. If this should happen, we will correct the price and ask you to confirm whether you still wish to purchase the goods at the correct price.

 

Delivery

Goods are delivered by Royal Mail. A signature may be required to acknowledge delivery should you wish to upgrade to special delivery service at the checkout.  The signature of the person accepting delivery at the delivery address will be proof that you or the person to whom the order is addressed, has received the delivery.If no-one is available to sign and receive the product, a card will be left informing the recipient of the next available options.

Orders will be processed only after payment has cleared.

Please note: delivery is by Royal Mail , therefore Zen Shop Ltd cannot be held responsible for delays experienced by the postal system.

 

Prices for UK (contact us for out of UK postage):

Standard delivery: £3.95 - £8.25 (depending on size and weight)

Weekday special delivery: £6 - £10 (depending on size and weight)

Saturday special delivery: £12

If your order exceeds 2k in weight please contact us on 0121 449 4285 and your package will be posted by courier

 

Cancellation

If, for any reason, you are unhappy with the item/s you have ordered you have the right to cancel.

If you wish to cancel before the items are dispatched you are asked to contact us, by e-mail This email address is being protected from spambots. You need JavaScript enabled to view it. or via our web form in the contact us section as soon as is practicably possible.

If the order has been shipped you will need to return the order to us. You still have the right to cancel your order under the United Kingdom's Distance Selling Regulations, for a full refund. Order cancellation must be made in writing, quoting your order number, within 7 days of delivery of your item (s), and can be sent by via our online form, via email at: This email address is being protected from spambots. You need JavaScript enabled to view it. or by post to

Zen Shop Ltd RETURNS
3 St Mary’s Row
Moseley
Birmingham
B13 8HW

Once you have cancelled your order, the goods should be returned to the same address, in their original condition, within 7 days of receipt. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

For instructions on how to return an order, please view our Returns information in our returns section.

 

General

The reproduction of colours is as accurate as the photographic and production process will allow.

 

Indemnity

You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the conditions by you or any other liabilities arising out of your use of this Website, or the use by any other person accessing the Website using your shopping account and/or your Personal Information.

All matters concerning and incidental to any offer or agreement for the purchase and sale of goods from our website shall be in English and construed and governed according to English law and the English courts shall have jurisdiction in all such matters.

THESE TERMS AND CONDITIONS DO NOT IN ANY WAY AFFECT YOUR STATUTORY RIGHTS

 

Returns

We want you to be completely delighted with every purchase you make from Us. All items - except the following can be returned or exchanged provided they are in their original condition.

Earrings (or jewellery sets which include earrings) and body jewellery for hygiene purposes
Essential Oils
Tinctures
Herbs

If you are not completely satisfied with your purchase, please email us explaining why you wish to return or exchange the item. You will then receive an email within 24 hours with a unique Returns Authorisation Code and instructions on how to proceed. Please do not return the item until you have received this email and your Returns Authorisation Code from Us.

Please note that items cannot be returned unless they are in their original condition, and within 14 days of the original purchase date. Please include the original packaging and any enclosed documentation in the return. Where items are received in their original condition, and in accordance with the above, a full refund will be issued on receipt. If the item is not returned in its original condition and is unsaleable we will be unable to authorise a refund, and the item will be returned to you.

The item is your responsibility until it reaches us. For your own protection, we therefore recommend that you send the parcel using a delivery service that insures the parcel for the value of the goods. Please always arrange proof of posting (available free of charge at post office counters) when returning goods. This does not affect your statutory rights.

 

Faulty or wrong item

If the item you received is faulty or is not what you originally ordered, please contact us via our contact form in the contact us section or e-mail our Customer Service department - quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

 

Distance selling regulations

Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from Us , for a full refund. This does not apply to items that cannot be returned for hygiene reasons, and have been unsealed. Order cancellations must be made in writing, quoting your order number, within 7 days of delivery of your item(s), and can be sent by e-mail , or by post to the address above. Once you have cancelled your order, the goods should be returned to the same address, in their original condition, within 10 days of receipt. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

 

Return Postage

If you are returning an item to us for a refund or an exchange then the cost of returning the item to us is your responsibility.

If the item you received is faulty or is not what you originally ordered, please contact us via our contact form or e-mail our Customer Service department - quoting your order number, your name and address, and details of the product. You will then be advised on how to proceed with the return.

This returns policy does not affect your statutory rights.

 

 

FAQ'S

Q - How long does delivery take?

A - Delivery will take 2-5 working days, depending on what shipping method you choose.

 

Q - Can I track my order?

A - If you have chosen next day delivery or special delivery, we will send you the tracking code and you can track your order through the Post Office website: http://www.postoffice.co.uk/track-trace

 

Q - How do I purchase from your website?

A - You will need to create an account, which can be found on our Homepage on the bottom right. Then shop away! You can add items to your basket as you shop.