Frequently Asked Questions

FAQs

• What is the cost of shipping?

  For orders under $200, we offer a flat rate shipping fee of $10 Australia-wide. For orders over $200, we provide free shipping.

• How long will it take for my order to be delivered?

  We aim to deliver your order within 7–25 days. Please note that delivery times may vary depending on your location. You'll receive a tracking number once your order has shipped, allowing you to track your order’s progress.

• Can I cancel or modify my order after placing it?

  Once your order is confirmed, we begin processing it right away to ensure a quick delivery. If you need to cancel or modify your order, please contact us as soon as possible at info@zenohaus.com.au. If your order has not yet been processed, we’ll do our best to accommodate your request.

• What should I do if my item arrives damaged or faulty?

  We are sorry to hear if your item has arrived damaged or faulty. Please contact us within 7 days of receiving the product with photographs of the damage and your order details. We will work with you to resolve the issue, either through a replacement or a full refund.

• My item has missing parts (bulky items), where is it?

  If you’ve received a bulky item and some parts are missing, please contact us first. We kindly ask that you allow us to analyze the situation and track the shipment. It's possible that the parts are in separate boxes that may have been shipped at different times. Rest assured, we will track down your order and ensure all components arrive safely.

• Do you offer international shipping?

  Currently, we offer shipping within Australia and are hopefully in the near future of expanding to other regions, including the United States. Please check our website for updates or contact us directly to inquire about international shipping options.

• I’ve put the wrong address for my order, what can I do?

  If you’ve made an error in your shipping address, please contact us as soon as possible at info@zenohaus.com.au. If your order has not yet been processed or shipped, we can update the address for you. Once shipped, we may not be able to change the delivery address, but we will work with you to find a solution.

• What payment methods do you accept?

  We accept a wide range of payment methods, including Visa, MasterCard, American Express, and PayPal.

• Is my personal information secure on your website?

  Your privacy and security are our top priorities. We use SSL encryption to protect your personal and payment information. For more details, please refer to our Privacy Policy.

• Can I request custom sizes or designs?

  At ZENO HAUS, we specialize in creating timeless, high-quality pieces. While we do not currently offer custom sizes or designs, we would love to hear your ideas! Please reach out to us at info@zenohaus.com.au for any inquiries.