At Made by Zena, we take pride in creating handcrafted products with care and attention to detail. As a small business, we want every customer to have a positive shopping experience, from choosing their favorite products to receiving their order. This policy explains how we handle shipping, preorders, returns, and other order-related questions.
Order Processing
Our products are handcrafted in small batches, and we do our best to prepare orders as quickly as possible. Ready-to-ship items are generally processed within 3–5 business days after payment is received, excluding weekends and holidays.
During busy seasons, especially around the holidays, processing may take a little longer. If we anticipate a delay that affects your expected shipping date, we will contact you with updated information and your available options.
Shipping Information
We currently offer shipping within the United States. Shipping costs are calculated at checkout based on the weight of your order, packaging, and delivery destination. These charges are separate from the product prices unless a promotion specifically includes shipping.
Once your package ships, we will provide tracking information when available. Delivery times depend on the shipping carrier and destination, and delays caused by weather, holidays, or carrier disruptions may occasionally occur.
Please double-check your shipping address before completing your purchase. If you notice a mistake, contact us as soon as possible so we can try to correct it before your package ships.
Preorders & Special Orders
Because our products are made in small batches, some fragrances and designs may sell out. We welcome preorders and special requests whenever production capacity allows.
Our cold-process soaps require a curing period of approximately 4–6 weeks before they are ready for use. This means preorder items may take longer to ship than products already in stock. We will provide an estimated shipping date before you place a preorder so you know what to expect.
If we cannot ship by the agreed date, we will contact you with the option to accept a revised shipping date or cancel the unshipped order for a refund.
Returns & Exchanges
We want you to feel confident when ordering from Made by Zena. If you are unhappy with your purchase, please contact us within 14 days of delivery so we can review your request.
For hygiene and safety reasons, we cannot accept returns of opened or used soaps, lotions, or other personal care products unless they are defective or otherwise covered by applicable law. Unused, unopened products in their original condition may be eligible for return, including candles that have not been burned.
Please contact us before sending anything back so we can provide return instructions. Customers are responsible for return shipping costs unless the product was damaged, defective, or sent incorrectly. Approved refunds will be issued to the original payment method after the return has been received and inspected.
Damaged or Incorrect Orders
We take care when preparing and packaging orders, but we understand that accidents can sometimes happen during shipping. If your package arrives damaged, an item is missing, or you receive the wrong product, please contact us as soon as possible, preferably within seven days of delivery.
Send an email to [email protected] with your order number, a brief explanation, and photographs if available. We will review the issue and work with you toward an appropriate replacement, refund, or other resolution.
Cancellations
If you need to cancel an order, please contact us as soon as possible. Orders that have not shipped may be eligible for cancellation and a refund.
For personalized or special orders, cancellation options may depend on whether production has already started. Any special cancellation conditions will be explained before the order is placed. Your rights concerning shipping delays and refunds remain protected by applicable law.
The Beauty of Handmade Products
One of the things we love most about handmade products is that no two creations are exactly alike. Our soaps are individually crafted and cut, so you may notice slight variations in color, shape, texture, decorative details, and weight. Our soap bars generally weigh approximately 3–3.5 ounces, with the specific net weight identified on individual products.
We use ingredients such as mica colorants, clays, and titanium dioxide to achieve different colors and designs, depending on the recipe. We also work with essential oils and fragrance oils to create our variety of scents. Not every product contains the same ingredients, and detailed ingredient information is provided with individual products.
These small differences are part of the handmade process and do not necessarily indicate a defect. We aim to represent our products accurately through photographs and descriptions so you know what to expect when ordering.
Contact Us
If you have questions about an order, shipping, returns, or a special request, we’re always happy to help. You can reach us at:
Made by Zena
Email: [email protected]
Website: https://madebyzena.com/
Thank you for supporting our small handmade business. We appreciate every order and the opportunity to share our creations with you.
