Help Center

No, you can easily also place an order as a guest. But, there are some perks if you have an account with us:

• Quick checkout process
• Easily view your order status and order history
• Receive updates detailing our new releases and special promotions

You can always contact us directly via the Messenger icon which is found at the bottom right side of every page in our store. We try to respond as quickly as we can.

You can also use the Contact Us form, or email us directly at support@zenheavens.com

or, give us a call toll free on TEL: +1(888) 663 2130 ( please note since we are in NZ, our time zones are quite different from the US) 

Many of our most popular products are hand-crafted and supplied from OUTSIDE of the USA, so the shipping times can be longer. 

PLEASE NOTE :  If you have ordered multiple items, you may receive MORE THAN ONE package, and they may be delivered on different days as we are a global company, with suppliers from all over the world. 

Most products are processed within 1- 2 days of your order being placed.For those ordering bespoke sizing in bracelets and other jewelry, please note this can add another 2-4 days onto the processing/shipping time.

PLEASE ALLOW:

 7-18 WORKING DAYS FOR DELIVERY TO THE USA, (although most will be delivered on the earlier side ).

7-15 WORKING DAYS FOR DELIVERY TO THE UK  IRELAND, CANADA, NZ,,AUSTRALIA, SINGAPORE, MALAYSIA (although most will be delivered on the earlier side ).

7-20 WORKING DAYS FOR DELIVERY TO MOST OF EUROPE

If your order is being delivered

 ANYWHERE OTHER THAN THE COUNTRIES LISTED ABOVE, PLEASE ALLOW 15 TO 35 WORKING DAYS FOR ARRIVAL. 

Note that US Customs scans all inbound international packages and often releases them in  random order ( i.e not in the order they arrived) to USPS for delivery.This is why some packages arrive very quickly and others are not so rapid.

Your shipping status will only update from transit status when the goods are released by US Customs for delivery by USPS.

Sometimes you will notice that USPS marks items as delivered when they havent been received. 

Please dont panic if your item/s are not delivered when USPS says they have been ....This is because the goods are often scanned and marked as delivered BEFORE they go out for delivery.If not received on that day,most goods will be received within 2-3 days of this delivery date.

We wish we could control shipping or the time it takes to be processed through the Country's Customs departments- we try to do the best we can for you and we thank you for your kind understanding and patience!

Thank you again for your business!

✨ Updated Shipping & Duties Section for US Customers- 2025

📦 Shipping & Delivery – U.S. Customers Only

How is my order shipped?
We partner with reliable international carriers who hand off your package to USPS or a trusted U.S. delivery partner for final delivery.
✔️ Tracked shipping
✔️ Delivered to your mailbox or doorstep
✔️ No extra handling or pickup fees

Will I be charged customs or import fees?
Nope. All orders are shipped using compliant low-value shipping methods that meet U.S. customs exemption guidelines. That means:

🧾 No customs duties, no tariffs, and no surprise fees at delivery.

What you pay at checkout is all you’ll ever pay.

What if something weird happens?
We’ve never had a U.S. customer charged extra, but if anything unexpected comes up, just email us and we’ll make it right.

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Please Note: 

We offer Free Worldwide Standard Tracked Shipping on all orders over $60

If your order is less than $60, it is still tracked but we charge a nominal handling and shipping charge which is $4.99 to the USA and $6.99 to the rest of the world.

We add a signature confirmation on orders over $100. If you are not able to sign & receive the package at the shipping address, you will receive a missed delivery notice from USPS. In those cases you will be able to sign and pick up your package at your local USPS office.

 Please refer to our Refunds/Returns Policy for more details.

RETURNs/refunds 

Our policy lasts 30 days. If 30 days have gone by since your purchase/delivery, unfortunately we can’t offer you a refund or exchange.We always want to do the best for our customers but unfortunately your return will only be accepted for these reasons :

1. Item received is different from what was ordered.

If you receive a different item other than what you ordered or it is significantly different from the one shown in our store, please contact us within 15 days of delivery with photographs of the item. We will then issue a replacement.. 

2. Your item is faulty or damaged upon receipt.

There is no need to return the damaged item received. Simply take a few clear photographs of the problem/ fault and and email them to support@zenheavens.com . Once we receive the image/s, we will reship a replacement to you. Please contact us with the photographs within 15 days of receiving the faulty goods.

3.If a piece of jewelry is faulty . You have up to 30  days after delivery to contact us with photographic evidence of the fault so we can issue a replacement for you.

4. Sizing Issues ( e.g Bracelets)

We know we all come in different shapes and sizes so please pay attention to the measurements, guide, table and/or instructions found in the product description of the item you are looking to buy and  measure your wrist carefully before ordering.

The measurements are clearly given so for that reason that we cannot accommodate returns for an incorrect size.

However ,If we have sent you the incorrect size from what was ordered, please contact us with photographs of the item/s and we will send you a replacement.

HOW TO RETURN AN ELIGIBLE ITEM

1. Contact us first regarding your  item via email at support@zenheavens.com 

2. Send us a picture of the item -your item must be in the same condition that you received it. All returned items must be in the original packaging and it must have all original tags attached.

3. Once we determined that the item is eligible for return we will provide you with an RMA# ( Return Merchandise Authorization) Number) and the correct return address.Please do not use the address found on the package of the item .

You will be responsible for paying for your own shipping costs for returning your item.

Once we receive your item and verify its condition, we will email you to confirm receipt and will issue you a refund to your original method of payment.

We will only refund the purchase price of the item. Shipping, handling, processing, and customs fees are nonrefundable.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.