Returns & Refunds
At Zenkavio, we want every order to arrive as expected. If something goes wrong or you need to change your order, this page explains how to get help. Because policies differ depending on the situation, please read the section that matches your case before contacting us.
How to Start a Return or Claim
Send an email to catherall@zenkavio.shop with your order number and a brief description of the issue. Our team will review your request and send you specific instructions on what to do next, including whether and where to send the item back.
Wrong Item Received
If you received an item that does not match your order, contact us as soon as possible. Include your order number, a photo of the item you received, and a photo of the packing slip or label if available. Do not discard the packaging. Our team will confirm the error and advise you on the next steps, including how the replacement or refund will be arranged.
Changed Your Mind
If you no longer want an item you ordered, email us with your order number and the reason for the return. We will let you know whether your item qualifies for return, what condition it must be in, and who is responsible for return shipping. Please wait for our reply before sending anything back.
Lost Package
If your tracking shows no delivery and the estimated shipping window of 7–12 business days has passed, contact us with your order number and tracking reference. We will investigate with the carrier and inform you of the outcome. A refund or reshipment is only issued after the investigation confirms the package was lost in transit.
Damaged Item
If your item arrives damaged, contact us promptly. Include your order number, clear photos of the damaged item, and photos of the outer packaging showing any visible damage. Do not use the item. We will assess the evidence and let you know whether a refund, replacement, or other resolution is available.
Exchanges
If you would like a different size, colour, or style, email us with your order number and the specific item you want instead. We will check availability and tell you whether a direct exchange is possible or what alternative steps apply. Do not assume a replacement is in stock until we confirm.
What to Have Ready
Before contacting us, gather:
- Your order number
- Clear photos of the item and packaging
- A description of the issue
- Any relevant tracking information
Providing these details upfront helps us resolve your case faster.
Contact Us
Zenkavio
ABSOLUTE LTD
catherall@zenkavio.shop
175 PIKE ROAD, PLYMOUTH, ENGLAND, PL3 6HJ, United Kingdom
zenkavio.shop
We typically respond within 1–2 business days.