FREQUENTLY ASKED QUESTIONS
If you have additional questions please consult the following FAQs.
Products
For the moment, our warehouse is located in China. Products will be sent from China. We are still looking into launching more warehouse, so watch out for that!
Simply place an order and we will deliver your orders directly to your home.
- Zendolife is guaranteed safe and secured. We even have been verified by Norton security deal, and we coorporate with paypal and stripe as our payment method, so we are 100% safe.
- After placing your order, you can always check the order status in our site. Once it is shipped, you will get a confirmation email including a tracking number. All of our express companies are reputable around all the world such as DHL, UPS, EMS etc.
- With the tracking number, you can check where your orders are. We will deliver your orders directly to your home.
- If you have any other concerns, you can reach us easily through contact us. Nothing to lose, we will even refund you if you are not satisfied!
You can choose NEW ADDED to find the latest products. For other kinds of items, you can just sift the elements you prefer and the site will present you many choices.
Sorry for the inconvenience caused. If the item is “out of stock”, we suggest you to check the site within two weeks in case it restocks. Nevertheless, if it is not be restock in few weeks, it will be removed from our web.
Orders
Placing order online is so easy! Click here. This will show you the step-by-step process how to order.
Absolutely, no limit. You can order as much as you like – any number of items at any price at any time.
Pre-order means “you can place an order for (an item) with a SPECIAL DISCOUNT before it is available for purchase”.
The sale is on for 5 days. The earlier you place order, the better discounts you can get.
Please note:
- The discount is only availble in Pre-order, rather than all items.
- The Pre-order Sale will only be on for 5 days and the orders will be shipped in 6-10 days after the sale ends.
- The coupon code is not available for Pre-sale.
- If the purchases are not sufficient, we will refund you as soon as possible.
- For Pre-order items, it can only be ordered separately.
Definitely! Just go ahead and place a new order then email us the new order number at zendolife@outlook.com. Then we will combine your two orders you have made and refund the shipping difference to you.
Yes, you can always contact us to change your order information before it will be shipped. Please email us your order number at zendolife@outlook.com. We will get back to you within 24 hours.
Yes, you can cancel your order if it has not been shipped.
Unpaid orders: Find your unpaid order in ‘My Orders’ and click ‘Cancel Order’. The unpaid order will be immediately cancelled.
Paid orders: You can only cancel paid orders if they have not been shipped. To do this, find your unshipped order in ‘My Orders’ and click ‘Cancel Order’, then confirm the cancellation.
Once your order is shipped, it can no longer be cancelled. Please refer to our return policy for more information. Thank you for understanding.
Usually it takes about 5-6 days to prepare for your order since a perfect product needs a reasonable preparing period.
Please be assured that once your order is completed, we will arrange for shipment immediately and send you a confirmation email including the tracking number. If you don’t receive the confirmation email till the estimated shipping date, please contact us.
Once your order is shipped, you will get a confirmation email including the tracking number automatically. That’s how convenient it is! So just sit back, relax until you get your orders on hand!
You can also check order status information in My Account. Sign into My Account and click on ORDERS, the order status would be displayed here.
You can check your order information in your order email or My Account Page. Sign into My Account and click ORDERS. The order status would be displayed here.
Coupon
Our website provides a US$ 3 discount coupon for new customers who register at Zoecy. You can find the coupon code in My Account
You may fill your coupon code in the corresponding blank and click “apply” to use it at the checkout page.
The coupon value will be deducted after you click “continue checkout”. We would like to remind you that the coupon code can be used ONLY ONCE. So please continue completing the payment for the order after the code is used.
– Only one coupon code can be used per order.
– Conditions of each promotion vary, so make sure you check the details provided when you receive any codes. Codes may only be valid for certain items and the majority of codes will have an expiration date or a limited amount. You should be able to find the conditions in the same place you found the code whether it be through an email or on our website.
At this time, only one promotion (coupons, free shipping vouchers, promo codes) can be applied per order.
Payment
We offer Credit Card & Debit Card, PayPal and many local payment per different countries. For detailed information on payment method, please check Payment Method. We are into adding more payment options later on for your convenience.
We are sorry but currently payment by installment is not available on our website. However, we currently have a big promotion on our products, so it is a great time to purchase whilst the prices are even more competitive! Enjoy the sale while it is on.
Zoecy takes your personal shopping security very seriously. Every order is processed through a secured checkout system and we are certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information.
We’re always investing resources into the latest online security protection, so rest assured, you can shop safely and securely with us!
To ensure your order is not declined when placing a new order we suggest the following:
– Check the card details on your Zendolife account to make sure the information is correct, e.g. the expiration date or balance in your account.
– Make sure you enter the security code correctly – that’s the three digit number on the back of your card.
Your credit or debit card company may have declined your payment. If this is the case, you will have to discuss directly with the issuing card company to find out why as we have no access to this information.
– As an alternate solution, you can try paying with a different card.
If you’ve tried the options above and are still having problems, contact us with as many details as you can about the issue – including any error messages you receive and we’ll try to resolve it as soon as we can.
If you are experiencing error messages when making a payment, please make sure you’ve entered all of your card information correctly. If you continue to receive the payment error message, you will need to contact your bank or card issuer.
If you’re having some trouble with payment, we do have some tips that usually will work:
I failed to pay with my Credit or debit card?
1. Make sure all information is correct including credit card number, expiration date, CVV code and billing address.
2. Make sure you have enough credit or account balance.
3. Check whether your card Authorized or default online transaction limit is too low.
4. Try refreshing the page, or logging completely out and then logging back in.
5. Start over with a new order instead of trying to pay for the same order over again.
6. If your payment is still declined, you may need to contact your bank.
As default in all Credit Card banks, part of their security, they block international transactions/payment. Unless the card holder will request to unblock their secured method.
7. You can also pay through PayPal with your Credit or debit card as “a guest” it is very safe and easy.
8. Try using a different card.
9. Try using PayPal if you have a PayPal account.
I failed to pay with paypal?
1. According to our experience, PayPal may have the transaction limit. Please check that with PayPal.
2. According to PayPal rules, the shipping address and the billing address need to be in the same country, otherwise the payment will not be allowed.
If so, please fill in the shipping address the same as the billing address when you place the order and send an email to service@airydress.com to tell us the correct shipping address. We will change this for you.
3. If above is not working, we highly suggest you try with Credit Card (Visa, MasterCard, Discover, and American Express), and Debit Card.
Depending on where you are ordering from, you may incur an 2-3% international transaction fee by your bank. This charge comes directly from your bank and is outside of our control. Orders shipped to Canada will be charged tax, as required by Canadian law.
Shipping & Delivery
We ship worldwide. There may be particular locations that we might require additional information to ship to. This is a rare case but if this happens, we will get in touch with you ASAP.
Airydress partners with major international shipping companies like DHL, UPS, and EMS. We offer two shipping methods which differ in shipping time. You can choose Expedited Shipping or Standard Shipping on the Order Information page during the checkout process.
Currently the total delivery time includes processing time and shipping time.
Processing time: The time it takes to prepare your item(s) to ship from our warehouse. The item(s) will be shipped within 1-3 days.
Shipping time: The time for your item(s) to travel from our warehouse to your destination.
You can choose Expedited Shipping (3-6 business days) and Standard Shipping (7-15 business days) to ship your item(s). The shipping time may vary in different countries. Thanks for your understanding.
For detailed information on standard and expedite delivery, please refer to our Shipping Info.
There will be no more charges once you have placed your order successfully. In some cases, there may be VAT or other taxes, customs duties or fees levied by your destination country. However, based on our experience, such situation is very rare.
If it happened don’t worry though, just contact us for detail assistance.
If you still have some concerns about the tax, you can learn some information about your local customs policy. We are more than willing to help if there is anything we can do.
We will deliver your order to your home directly. So please put in the correct shipping address where you are convenient to get the parcel.
After placing your order, you can always check the order status on our site. Once it is shipped, you will get a confirmation email including a tracking number. All of our express companies are reputable all over the world such as DHL, UPS.
Please note that once your order has been shipped and in transit, we will not be able to update the shipping address.
If the original address is a valid address, the parcel will be delivered there. You can contact your local post office when it arrives there, to see if they are still able to forward the package or redirect it for you.
If the original address is invalid, your package will be undeliverable and returned to our warehouse. You can contact us with the order number. We’ll be more than happy to help!
Surely! It definitely helps you to obtain your order earlier. Please contact the shipping company and remember to provide your tracking number to find out more information.
If you have an account, you can login and click ‘Track’ to see your order tracking details.
If you purchased as a guest, then you can view your tracking information here.
If it happens, there might be two reasons:
- When we ship our packages to you there are no further updates from the shipping company due to the fact that your package is in transit. Once it has reached the next sort facility it will update. It may take a couple of days (3-7 days) to see any activity once it has shipped out from our end.We suggest you wait few days more.
- Or you will need to get the destination tracking number for some shipping methods. You can get the new tracking number when you track at the link sent to you in the confirmation email. If you still cannot find the updated tracking number, please contact us. We are willing to assist you on this issue.
Sometimes it takes several day for the tracking information to be updated. If your shipment is from our international warehouses, it is in transit or clearing customs and the information will not be updated until it reaches next shipping station (may need 3-7 days).
Sometimes the shipping company has not updated the package information. We suggest you wait few days more.
If you didn’t receive your package within the time frame of the shipping method you selected, please feel free to contact us. We’ll be more than happy to help!
For more information of shipping time, please click here.
Please verify all of your shipping details were correct. If you find that your details were filled out incorrectly or need further assistance, please contact us with the order number and we’ll be happy to help.
Account
Normally the confirmation email will be sent to the email you used to order from us. If you have not received a confirmation email about your order, you may have registered your email incorrectly or the email might be in your spam folder.
Please check it again or have a check at your Spam/Promotions/Updates box and Junk Folders. You may log into your Zoecy account and click “My Orders” button to see your orders.
For the best Zendolife experience, we recommend that you sign up for a free account here. Sign up is quick and easy, plus you’ll be able to enjoy perks like earning points and members-only benefits!
If you don’t want to sign up at the moment, you can still shop and checkout as a guest.
By registering an account at Airydress, you will get an easier shopping experience and more convenient. You can:
1. Add an item to “My Favorites” so that you can come back later to compare and make decision.
2. View order details and progress in the Order page
3. Items will be saved in your cart till you will purchase or remove
4. Save as many addresses as you need
It’s really easy! Just log into your account and click My Orders. All the order status will be displayed here.
To reset your password, click “Forgot password” on the sign in page. You’ll be required to enter your email to receive password reset instructions. For further assistance, please contact us.
Please click “My Account” and find Account Settings. You can change the password as instructed.
Yes, we can change the email address for you. Please just log in your account, go to “My Orders” and click Need Help to send us a message. Please also let us know whether you would like to change the account, or you just want to use the new email address XXX to receive our emails. Once we receive your request we will change the email address and make it active within 24 hours.
There could be several reasons. Most of the time is that you have entered the wrong email address or password. Then, you are suggest to try below method:
- You can try to reset a new password.
- Or, if you register with wrong email address before, you can contact us to update your correct email address
You can unsubscribe directly at the bottom of the Newsletter email received. If that doesn’t work, you can simply contact us and our customer service will help you to you to unsubscribe within 24 hours.
Returns & Refunds
Except for any products designated on the Site as non-returnable (including gift cards, jewelry, and final sale & flash sale items), we will accept returns of items in new condition with the original tags within 30 days of receipt of shipment.
For more details you may refer to our Return Policy.
Please note that purchases made with coupons cannot be returned or exchanged. If you made a purchase with a combination of a coupon and regular form of payment, only the amount exceeding the coupon value is refundable. If you need more help, feel free to contact us.
We take pride in the quality of our pieces and if it’s anything less than great, we want to make it right.
Incase you receive a damaged or defective item, please get in touch with us and we’ll try and sort it out for you as soon as possible. Make sure to include the information below:
- Your order number
- Product name or SKU number/Product code (you can find this in your confirmation email)
- Describe the damage/defects and provide clear photos
We always want to ensure that we get you all your faves! If we made a mistake and sent the wrong item, don’t worry – we’ll make it right!
Incase you receive the wrong item, please get in touch with us and we’ll try and sort it out for you as soon as possible.
Make sure to include the information below:
- Your order number
- Product name or SKU number (you can find this in your confirmation email)
- Describe the damage/defects and provide clear photos
If you’ve received a package with an item missing, it’s most likely one of two things:
- To get your orders to you as fast as possible, some orders may arrive in separate packages. Check your confirmation email to see if your order will arrive in multiple packages.
- If you have not received your entire order by the expected delivery date, please contact us so we can look into this for you as quickly as possible.
We currently are unable to offer a free returns service, so return shipping must be made at your own cost. To ensure a successful return, please return using a standard shipping service that provides tracking.
Once you submit your request for return, we will send you the return address. Please ONLY ship it to the return address that we provide and not to the address on your original package or your return will not be received.
We currently do not accept return methods other than our standard return procedure. Please follow our return process so we can help you out as quickly as possible.
Awesome! Once you’ve sent out your return package, please provide the proof of shipment and tracking number to us. Once we receive your returned package, we’ll take care of the rest and process your refund as soon as possible.
To ensure that we can process your refund quickly, please ensure you follow the instructions closely and provide all of the required information. Once we receive the return package and determine that it’s eligible for a refund, you can refer to the following chart for an estimated timeframe on when to expect to receive your refund:
| Refund Method | *Cash Coupon | PayPal | Credit Card |
|---|---|---|---|
| Time Frame | Instant | Within 3 Business Days | Within 7 Business Days |
*If you do not receive a credit to your account within timeframe mentioned above, please contact the issuing bank of your credit card.
*Due to current situations, your credit cards refund may require an additional 3-5 days to process. Thank you for your patience and understanding.
Depending on the refund option you choose, refunds will be issued to your original account or as a coupon, which you can use to shop
on zendolife.com. Please note that purchases made with coupons can not be returned or exchanged.
Refunds are credited to the original form of payment. If your bank account has closed since you’ve made the purchase, you will need to contact your bank directly for information on how to receive the funds.
Tips:
- Before making a purchase, please carefully review your payment information and double check to make sure it can be used as a valid form of payment.
- It is your responsibility to ensure that your credit card account is not closed or canceled. We can only issue refunds to the original form of payment, so if your card closed or canceled, you will need to contact the bank directly for further information.
- If you card is lost or stolen but you need a refund, please let us know as soon as possible. We will need you to provide relevant documents and share your updated account information so we can issue your refund to your secured account.
- For hygiene purposes, worn clothes cannot be refunded, unless there is a quality issue.
- Return/exchange request made over 30 days time frame cannot be refunded.
- Only orders purchased on zendolife.com can be returned; we cannot refund or exchange any items purchased from any third party vendors or websites. Please be aware that there are counterfeit Zendolife items sold on unauthorized platforms. If you are unsure, you can clarify with us to ensure you are buying a legitimate Zendolife item.
- We are unable to accept returns or exchanges on any gifted items as we are only able to refund to the original source of payment. We appreciate your understanding.
Customer Services
WANT SOME HELP? WE LOVE HEARING FROM YOU!
Before you send us an email, please check our FAQs (Frequently Asked Questions) to see answers to most common questions.
Still haven’t found what you’re looking for? Please don’t hesitate to contact us with any questions or concerns. We will get back to you within 24hrs, business days.
We are glad to solve your problem. If you do not receive a reply with 24 hours, please check your spam box.
After you complete the payment, an automatic order confirmation email will be sent to the email address you used to place the order. As for contacting us, once you send us email or contact us via our online form, we will send you the reply as soon as possible.
If you did not receive the order confirmation email or our reply, please kindly check the spam folder of the email you used to place order or contact us. If you do find them in your spam folder, please add our email address to your white list.
