delivery & returns policy
Processing Time
Orders placed before 9:00 a.m. WAT Monday – Friday will be processed and shipped the same day, excluding Public holidays. Orders placed after 9:00 a.m. WAT or on weekends will be processed the following business day. In the event that more information is required to process your order, the order may be held until the required information is collected.
shipping carrier
God is Good (GIG) logistics is the only carrier used at this time for domestic shipment (interstates) while Courier service using dispatch rider is used for within state delivery.
Orders under 2.5kg have a N3,000 flat-rate fee and arrive within 3-7 days after order have been fully processed and a N1,000 flat fee for delivery within Benin City. Orders above 2.5kg may incur extra charges and will be communicated across to you. Extra charges paid will be confirmed and due delivery process carried out.
Full Address is required to ensure package is delivered to your Door step.
In cases were you need it delivered to a GIG logistics terminal closer to you, please send a message within 3hours of placing order to
infozeenatures@gmail.com
Track Package
All processed orders will contain tracking information that may be accessed in your ZeeNature account. The tracking number is also emailed at the time of the shipping label being printed.
To know the Status of your package in the delivery process.
Use the Logistics company links below.
Enter your Waybill number in the dashboard and click TRACK.
LOCAL DELIVERY: http://www.giglogistics.com
INTERNATIONAL DELIVERY: http://www.dhl.com
Freight forwarders
Once the order is processed and the tracking number has confirmed delivery, ZeeNature has performed it’s duty and is no longer liable for the package or further shipping transactions to international addresses
international Shipment
DHL Express is our preferred international carrier. With 6-14 day delivery, accurate tracking, great customer support, and signature confirmation your package will soon be safely and quickly received.
A notification is sent through text message or a call to notify receiver of upcoming delivery or a missed delivery.
Custom, Taxes & Duties
Customs & duties are to be paid by the receiver and are due upon delivery. The cost due is determined by the receiving country based on the value of the package. Unfortunately, this exact cost cannot be calculated by us in advance. If the package delivery is refused or an incorrect address is provided, the shipping fee is non-refundable
Track Package
All processed orders will contain tracking information that may be accessed in your ZeeNature account. The tracking number is also emailed at the time of the shipping label being printed.
To know the status of your package in the delivery process.
Use DHL Tracking link below.
Enter your waybill number in the dashboard and click Track.
Refund Request
We do not offer refunds for any item either in part or in full once payment has been made.
Please, ensure you take your time in placing orders that appropriately match your skin type, complexion and goals; as we aim to provide you with satisfactory customer experience.
In cases of double payments and related payment issues that requires rectification; please email us at: zeenaturespayment@gmail.com
Return Request
We accept returns and exchange in cases where a Customer is delivered a wrong order or if products arrived defective due to mishandling. Returns are accepted only if the product is unused, sealed and in the original box. Defective product(s) should be reported within 24hours of delivery to enable us process the complaint to the appropriate delivery agent.
It is expedient to check package on delivery and ensure it corresponds with your order before unsealing.
Exchange is also available to clients who purchase only on recommendation from our Consultants during consultation. If after consultation you purchased products not specifically recommended for you, such product(s) can not be exchanged; This applies to product(s) not compatible with your skin (especially REACTIONS for Sensitive skin excluding SKIN PURGING).
Exchange may also not be accepted if on verification we found out the right information about your skin was not supplied accurately during Consultation.
Exchange should be requested within 1 week of usage and the most compatible or customized product(s) will be sent.
Note that if the cost of the product(s) to be sent exceeds the actual cost of the returning product(s) you will be expected to cover the extra cost of the most suitable product(s).
The returning delivery fee is incur by the Customer while the exchange delivery fee is incur by us.
All exchange requests that falls under the above approved situations will be accepted for return only if reported within 10 days of the delivery date excluding defective product(s) which should be reported within 24hours of delivery.
The returning product(s) should be well packaged and be sure to include your waybill number within the return packaging and ship to:
ZeeNature’s Home (Factory)
18, Uhunoma Street, off Upper Sokponba Road, Benin City.
+2349013940845
Within 48hours of accepting exchange request.
Please allow 3 business days for the return to be processed once delivered to our facility.
how to send exchange request
Exchange requests should be sent to requestzeenatures@gmail.com
Include your waybill number, Date of Delivery, Consultation code and other consultation details received (list of products purchased) after consultation.
You will be sent a notification once your request is accepted or declined. Accepted requests should be sent for delivery within 48hours after the notification was sent.
A Consultant will contact you to confirm product(s) received and using discretion or answers you provide during interrogation to determine the Product(s) you’re experiencing reaction or allergic to.
An exchange request may not be accepted if discovered you are only experiencing Skin purging. Skin purging can last for 2-4weeks especially for acne prone skin using products with certain active ingredients. You will be advised to keep using the products until the skin purging is over; your skin will adjust perfectly.
Kindly speak with a Consultant if skin purging doesn’t alleviate within 3-4weeks.
We encourage you to always speak with a consult on the progress with products purchased most importantly within the first week of usage.
Follow up may be done every 2-4weeks.
Unfortunately, we do not accept returned products apart from the approved reasons above.
To avoid getting products not compatible with your skin; please ensure to book a Consultation session at consultzeenatures@gmail.com or send CONSULT to +2349013940845
To self recommend, be sure to understand your skin type and follow the guide on our website. You can visit our library to download useful resources to further understand your skin type better.
If you are unsure whether your order qualifies for return, please email us at infozeenatures@gmail.com
defective and Product Pump Issues
Pump Not Working
Many of our products are packaged in an airless pump (to improve shelf life, prevent oxidation and contamination) the pump can sometimes become clogged by an air bubble and appear to be defective. There is a very simple fix to get your product flowing, please use the directions below:
Turn the bottle upside down with the cap on and tap it on a hard surface (like a table or palm of hand) several times. Afterwards, uncap the product and “prime” the pump by pressing it about 5-7 times. This should remove any air bubbles, and you should not have to do this in the future.
This works about 90% of the time – will only have to be done once – but if the product is still not freely flowing contact us at +2349013940845
Complaints
If you are not satisfied with the quality of the products or service you received from us, please send an email to: infozeenatures@gmail.com to enable us resolve any issues appropriately.
YOU ARE OF ESTEEMED VALUE TO US.
