Refund policy

Returns & Exchanges

As a small family business dedicated to hand-selected artisanal goods, we hope you will cherish these pieces as much as we do. Because our collection consists of delicate, often one-of-a-kind items, we are unable to offer free returns for a change of mind.

If you have any hesitations, would like more detailed photographs or care information before making a purchase, please reach out to us via our Contact page, or the email address below. We are always happy to help ensure a piece is the right fit for your home before it begins its journey to you.

If you are not completely satisfied with your purchase, you may return it within 14 days for a refund or store credit. Please note:

1. Return shipping costs are the responsibility of the customer.
2. Items must be returned in their original, unused condition and original packaging.
3. Because many of our items are porous or delicate, we cannot accept returns on items that have been washed or used.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase. 

To start a return, you can contact us at info@zenkoji.co.uk. 

If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

 

Damages and issues

We take great care in packaging our fragile wares for their journey to you. However, please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please email us a photo of the damaged item and the packaging within 24 hours of delivery.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at info@zenkoji.co.uk.

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.