FAQ

1. Who is ZEN Healthcare?

ZEN Healthcare is the trading name of Zen Wellness Ltd (Company Registration Number: 09329216), a UK-based health and beauty retailer with over 10 years of trading history, located at 53 Beauchamp Place, Knightsbridge, London SW3 1NY. We also operate a private clinic and pharmacy from the same address.

2. What products do you sell?

We sell over-the-counter health products and health & beauty items including Fragrance, Skincare, Makeup, Haircare, and Mother & Baby care products.

3. Are your products for personal use only?

Yes, all products must be used as instructed and are for personal use only.

4. What payment methods do you accept?

We accept Debit/Credit Cards, PayPal, Apple Pay, and Google Pay.

5. Do your prices include VAT?

Yes, prices include VAT where applicable.

6. When will my order be processed?

Orders are processed only after full payment is received.

7. Where do you ship to?

We ship to selected countries in Europe, North America, and Asia.

8. How long does delivery take?

Delivery times depend on the selected shipping method and begin once payment is confirmed and a correct address is provided.

9. Can delivery be delayed?

Yes, delays may occur due to incorrect address details, access issues, courier delays, customs, rural locations, or extreme weather.

10. Do you provide tracking information?

Yes, tracking numbers are provided for applicable shipments.

11. Who is responsible for customs fees?

International customers are responsible for any duties, taxes, or customs fees.

12. Do you offer local delivery?

Yes! We offer same-day Local Delivery for addresses within London Zones 1 and 2, at a cost of £14.99. Orders must be placed before 2pm (Monday–Friday). If your address falls outside Zones 1 and 2, please select an alternative shipping method at checkout or contact us for a quote. Please note: if Local Delivery is selected but your address is outside Zones 1 and 2, we reserve the right to cancel the order or contact you to arrange payment of any additional shipping costs before dispatch.

13. Do you offer Click & Collect?

Yes! We offer a free Click & Collect service from our store at 53 Beauchamp Place, London SW3 1NY. Orders placed before 2pm (Monday–Friday) will be ready for collection the same day. Orders placed after 2pm will be ready the following working day. You will receive a "Ready for Pickup" email when your order is ready. Please bring your order confirmation email as proof of purchase. Collection hours are Monday–Friday, 9am–5pm.

14. What is your return policy?

Returns are accepted within 14 days of delivery, and you must notify us within 48 hours of receiving the item.

15. What condition must returned items be in?

Items must be unused, unopened, and in original packaging.

16. Can I return medicines or opened products?

No, medicines and opened products cannot be returned for hygiene and safety reasons.

17. How do I request a return?

Email online@zenhealthcare.co.uk with your return request.

18. Who pays for return shipping?

We cover return costs if the item is faulty or incorrect. Otherwise, the customer pays.

19. How long do refunds take?

Refunds are issued within 3–5 business days after inspection of returned items.

20. Can I exchange an item?

Yes, exchanges are available if arranged within 14 days of delivery.

21. What if I receive a faulty or damaged item?

22. Are your products a substitute for medical advice?

No, all products and information are for general purposes only and not a substitute for professional medical advice.

23. Should I consult a healthcare professional before use?

Yes, especially if you have medical conditions or are taking medication.

24. What should I do if I experience a reaction?

Stop using the product immediately and consult a healthcare professional.

25. Do you guarantee product results?

No, individual results may vary.

26. Do you sell prescription products?

If applicable, prescriptions must be valid and issued by a qualified healthcare professional.

27. How do you use my personal data?

We use your data to process orders, provide support, improve services, and send marketing communications if you opt in.

28. Do you sell my personal information?

No, we do not sell your personal data.

29. Can I control my data?

Yes, you have rights to access, correct, delete, or restrict your data.

30. How can I contact you?

Zen Wellness Ltd T/A ZEN Healthcare
53 Beauchamp Place, Knightsbridge, London SW3 1NY
Company Registration Number: 09329216
Email: online@zenhealthcare.co.uk
Phone: 020 7225 1660