Frequently Asked Questions
This page is designed to help you find the answers to questions you may have about our online store and the services and features we offer. We have compiled a comprehensive list of the most frequently asked questions. We hope you will find the answer you require here but if you still cannot find the answer to your question please contact us.
Orders
Can I amend my order once placed?
Once your order has been placed, we usually start processing it immediately so it’s not currently possible for us to change it or cancel it prior to dispatch. Please, enter your details carefully at checkout to ensure all details are correct. If you wish to cancel your order, we will be happy to assist you return your order once you have received it.
Where is my order?
When your order is dispatched you should receive a confirmation email of dispatch. However, if you do not receive an email, it may have gone into the spam folder or may have been rejected by your security systems if our email was not added to your contacts. You can contact our customer service team to request the dispatch email to be re-sent or enquire about your order updates.
Returns & Exchanges
Can I return the goods I have received?
ZAHRA will your offer a refund on unopened items returned to us within 28 days of receipt provided they are in their original resalable condition. Simply return the item/s to ZAHRA in their original condition within 28 days of receipt following our Returns procedure.
NOTE: Products on Special Offer cannot be returned. For reasons of hygiene, certain items such as mascaras and deodorants unless they remain sealed or are faulty. Contact us for a full list of excluded items.
What if I want to cancel my order?
Under the distance selling regulations you have the right to cancel your order within 7 working days from the date of receipt of the goods if you send us a notice of cancellation in writing and return the goods to us in their original, unopened and unused condition. For further details of how to cancel your order or return merchandise please see our Returns section.
How do I return my goods?
The procedure for returning goods to us is straightforward and is clearly explained in our returns policy. Please see our Returns section and our terms and conditions for full details.
There is a damaged/wrong/missing item in my order.
If an item you ordered is damaged, incorrect or missing, please contact customer service team immediately. Quote your order number, your name and order number, details of the problem and whether you require a refund or a replacement. We will then advise on how to proceed. Damages, defects, missing items or any errors not reported within 7 days of receipt will not be accepted for return. We will make arrangements for a replacement to be delivered free of charge. You will be asked to send back the damaged or wrong item in its original packaging, so please retain the goods.
Can I exchange an item?
Absolutely! Should you wish to exchange an item, contact us for further information and to follow our Returns procedure.
How long will it take to receive my refund?
Your payment for the goods will be refunded by ZAHRA as soon as possible by the original or agreed payment method, no later than 14 working days after we have received the goods.
I have been refunded the wrong amount.
If you think you have been refunded the wrong amount please contact us quoting your order number and the required refund amount. Delivery charges are non refundable so you will be refunded the full value of the items returned less the delivery charge. If a discount or gift voucher was applied to your original order, and the refund of a returned item means that the original discount or gift voucher would no longer apply, the amount refunded will be adjusted to reflect this.
Samples & Products
What is your ingredients policy?
Please see our Ethos Page for details on our ingredients policy.
My Gift or Discount Voucher code is not working.
We recommend that you try to enter your voucher code a second time to ensure all characters are entered correctly. When using a gift voucher, be sure to check that it’s still valid. Gift voucher codes are valid for 12 months from the issue date. If your voucher code continues to not work then please contact us.
Technical Problems
I'm having trouble with my basket.
We use cookies to remember who you are so please ensure you accept our cookies. A cookie is a very small text file placed on your hard drive by a web page server. You may experience technical difficulties in using our website if you have disabled cookies. If you have disabled JavaScript you will not be able to use this website. You can alter your cookie and JavaScript settings in your browser’s preferences which is usually found in the Edit menu. If these problems persist please contact our customer service team. We will send you instructions on how enabling cookies.
My Gift or Discount Voucher code is not working.
We recommend that you try to enter your voucher code a second time to ensure all characters are entered correctly. When using a gift voucher, be sure to check that it’s still valid. Gift voucher codes are valid for 12 months from the issue date. If your voucher code continues to not work then please contact us.
