FAQs

 

ORDER STATUS

 


How can I track my order?

Ezenea offers an easy way to track your order using your tracking number. As soon as your order is shipped, you will receive a tracking number by email. Simply enter it on our tracking page:

https://ezenea.com/apps/parcelpanel

Then click Track to see your parcel’s current status and delivery progress.

 

 

 

Returns & Refunds

 


 

What is your return policy?

 


You may return new, unopened items within 15 days of delivery.


If you have any questions regarding a return, please contact our support team at contact@ezenea.com.


For any product valued over £75, we strongly recommend using a tracked shipping service or purchasing shipping insurance.


Returned items must be in the same condition as received and in their original packaging. Please keep your proof of purchase.


Before placing your order, make sure to carefully select the correct product to avoid unnecessary returns.

 

 

 

General Conditions

 


We encourage all customers to carefully read our return policy before placing an order.

 

  • Returns must be initiated within 15 days of receiving your order.

  • Refunds or store credits are issued within 15 days after the returned item is received at our return address.

  • Items returned outside this timeframe will not be accepted.

  • Full-price items are refunded to the original payment method.

  • Discounted items (25% or more) are eligible for store credit only.

  • Exchanges are processed via store credit only for eligible items.

  • Return shipping costs are not covered by Ezenea, and we do not provide return labels.

  • Items must be unused, unopened, and in original packaging to qualify for a refund or credit.

  • Non-refundable items returned to us may be discarded or returned at the customer’s expense.

  • Items purchased using gift cards or store credit are not eligible for return or refund.

  • Gift cards and store credits are non-refundable and non-exchangeable.

  • Shipping fees and government taxes are non-refundable.

  • Order cancellations are accepted within 60 minutes of purchase for full-price items only.

 


In case of any discrepancy, this return policy takes precedence.


For any questions, please contact contact@ezenea.com. Our customer support team will respond within one business day.

 

 

 

What if I haven’t received my order after 10–15 business days?

 


Don’t worry—minor shipping delays can occasionally occur due to public holidays or postal service disruptions. Please also note that processing times may vary.


If your order is significantly delayed or if tracking information hasn’t updated, contact us at contact@ezenea.com, and we’ll be happy to assist you.