WHAT FORMS OF PAYMENT ARE ACCEPTED?
We accept PayPal, most major credit cards, Bitcoin, & QUADPAY.
CAN I CHANGE MY ORDER?
If you’ve made a mistake when placing an order, please contact our Customer Care team as soon as possible at firstname.lastname@example.org
CAN I CANCEL MY ORDER?
Please contact us as soon as possible at email@example.com if you would like to cancel your order and we will do our best to accommodate if the order has not already been processed and shipped.
WHAT IF AN ITEM IS NOT THE COLOR THAT I THOUGHT IT WAS?
Please bear in mind, due to different computer monitors/calibrations, colors may vary slightly from the picture. Although every effort is made to photograph garments in truest form and describe these in detail, we cannot guarantee every monitor/screen will accurately depict the actual color of the product.
HOW DO I CARE FOR MY ZHENNYMPH GARMENTS?
Each ZhenNymph piece is handmade and hand-dyed. You can find the care instructions for each individual item on our website, though we recommend to hand-wash in cold water, lay flat to dry in shade, and do not iron.
Please contact us at firstname.lastname@example.org if you wish to place a wholesale order!
WHICH DELIVERY SERVICE DO YOU USE?
USPS (United States Postal Service)
CAN I TRACK MY ORDER?
Yes! You will receive an email notification with a tracking number as soon as your order is shipped.
HOW MUCH WILL SHIPPING COST?
The cost of shipment is calculated at checkout.
WHEN WILL MY ORDER ARRIVE?
Your order can take 1-3 business days to process and ship from the moment we receive your payment. U.S.A. / Domestic orders are shipped USPS Priority Mail, usually arriving within 2-4 business days. International orders are shipped USPS First Class, usually arriving within 7-20 business days, depending on your country’s customs regulations. Note that you have the option to upgrade the shipping speed/rate before checking out.
CAN MY ORDER BY RUSHED/EXPRESS SHIPPED?
If you’d care to rush an order, please let us know by writing “rushed order” in the note box in your cart before checkout. Express/Next Day shipping is an upgrade option able to be chosen at checkout. Even when shipping upgrades are chosen, orders can still take 1-3 business days to process before shipping.
WHICH COUNTRIES DO YOU SHIP TO?
All countries, except China and India.
WILL I BE CHARGED CUSTOMS FEES?
Any duties and charges are applied by local customs once the parcel arrives in the country of destination. Please contact your local Post Office/Customs for an estimate and pertaining information on policies.
WHAT IF MY ORDER IS LOST OR DAMAGED DURING SHIPMENT?
Even if not insured, if an item gets lost on it's way to you, please contact our Customer Care team at email@example.com, and we will do our best to try and track it down. If we decide to replace your item, it is the buyer's responsibility to pay for the replacement order's shipping fees. We cannot be responsible for damage that is caused by shipping companies and/or missing/lost parcels. Please let us know if you wish to insure your package. Buyer will be responsible for any additional fees.
WHAT IS YOUR RETURNS POLICY?
We want you to LOVE what you get! If an item does not fit to your desire, it must be returned to our returns team within 30 days for a refund. They must be returned in their original state (unworn and unwashed), with all tags still attached. Garments that are returned with signs of being worn or delivered to our returns team outside of the 30 day policy window, will not be accepted. Sale items more than 25% off full price are not eligible for return/refund, only for exchange/store credit.
WHAT IS YOUR RETURNS ADDRESS?
Please return your unwanted items to the following address: ZhenNymph 1602 Stanford St. Santa Monica, CA 90404. We highly recommend adding tracking to your returned parcel as we cannot be held responsible for any lost parcels.
WHAT DO I NEED TO INCLUDE IN MY RETURN?
Your full name and address, your order #, & reason for return. Delays to your refund being processed can occur if the above information is not included. We also suggested that if you have been corresponding with our Customer Care team, please include a copy of your correspondence.
WILL MY POSTAGE BE REFUNDED?
We do not cover any return or exchange postage fees.
WHAT IF I HAVE RECEIVED A FAULTY/WRONG ITEM?
Unfortunately, mistakes happen upon rare occasion. We do our very best to check every item very carefully before sending it your way! In such a circumstance, we ask that you please send the item/s back with a clear, written explanation, and we will either send you a replacement or refund you the full amount.
HOW LONG WILL IT TAKE FOR THE FUNDS TO APPEAR IN MY ACCOUNT?
Returns are processed within 3-7 days of receiving your parcel.
WHY HAVEN’T I BEEN REFUNDED?
Occasionally, returned items may not have reached us, which is why we always recommend mailing your items with a tracked delivery service. We will do everything we possibly can to assist if this situation occurs.
DO I HAVE TO PAY FOR RETURN SHIPPING?
We do not currently provide return postage.
CAN I RETURN SALE AND CLEARANCE ITEMS?
Sale item are not eligible for return/refund, only for exchange/store credit.
I WANT TO EXCHANGE MY ITEM. HOW DO I DO THIS?
As soon as we receive it, we will email you a store credit code which you will be able to use after the exchange is processed. Exchanges can take 7-10 days to process from the moment your returned parcel is received. We thank you for your patience! If you need it faster, you may place a new order that will be shipped ASAP, and we will credit you for the returned item when it arrives.
MY ORDER HAS EXCEEDED THE 30-DAY POLICY. MAY I STILL EXCHANGE?
Only upon special exception will an exchange for store credit be accepted past the 30-day return window.
CAN I EXCHANGE FOR A DIFFERENT ITEM?
Please place a new order and follow the returns instructions for a refund/store credit on your original order.