Common Queries

General Questions

What is your Return Policy?


Good question, you can view our returns policy HERE




Do you offer gift cards?


Yes we do, in the form of an electronic gift card. They are available in the following denominations: $10 $25 $50 $100 $200 You can purchase here




What payment methods do you accept?


Zanlana currently offers Afterpay (buy now pay later), secure online payment via Credit Card or Credit Card payments through PayPal. There is no need to join PayPal, you can simply use this platform to process a payment from your credit card.




How long does delivery take?


Delivery will generally take up to 10 working days for the majority of products, though sometimes there can be a delay due to large order volumes or busy times of the year such as Christmas. Please check the product description for further information. Please note that during Covid19, deliveries have been taking longer due to postal delays!




Do you offer international shipping?


Yes we do, please refer to our Shipping Policy




Can I use my own delivery service?


Unfortunately no, as we can only use our nominated carriers for delivery. This allows us to give you the best possible rate available.




Can I arrange to pick up my order from your warehouse?


(Please note that during this time of COVID 19, pick up is UNAVAILABLE). This is due to both the restrictions placed on us by the Victorian Government and the importance we place on the health and safety of you and your family as well as our own.




Can I cancel my order?


Please note that we can only cancel if your order has NOT yet been dispatched. As we operate a fast and automated dispatching system and need time to respond to your message, we can only do my best to help. Failure to collect or accept any item that you have requested be cancelled, but was rejected due to having already been dispatched will incur a cost of 20% of the purchase cost, for restocking upon its return, as well as any delivery charges that we may incur for its return.




When will my order be dispatched?


Most items have a processing time of approx 2-4 days as most are handmade to order. We will endeavour to get your order out to you as soon as possible.




Where can I find the delivery information?


Tracking information will be emailed to you. Please allow up to 5 business days for it to update with the carrier. We have no control over delivery times only expectations




Do we offer free shipping?


There are times that I may offer sitewide free shipping when running promotions, I generally send out a newsletter to all subscribers as well as post regularly on my Facebook page If you you like to stay updated, feel free to join our mailing list or Facebook page.




Do you offer bulk discounts?


If you would like to discuss purchasing a particular item in bulk, I can arrange a quote at a discounted rate for you. Please contact us at service@zanlana.com.au with a link to the particular item you were interested in, as well as your delivery suburb and postcode so that we can provide you with a detailed quote with our best price.




I placed an order but didn’t receive a confirmation email, why?


The majority of the time, messages such as these usually end up in your Junk folder. It is always a good idea to check junk mail folder if you are expecting mail and haven’t received it. To avoid further issues, just add service@zanlana.co.au to your address book.





Product Question

Are our products safe for children to use?


YES and NO. As our products contain essential oils, there does need to be some care taken when selecting any of my products, as some oils are considered dangerous to use around children under 3. This also applies to pregnant women and pets. Please click here for more information on this




Do you use any artificial colours, or preservatives in any of your handmade scented products?


Yes and no. Although we are of a strong believer in 100% natural products and prefer not to use any unnatural ingredients, we will, however, use products that have been deemed natural but may or may not contain other ingredients such as alcohol, Glycerine, Propylene Glycol and so on. we do only use natural food colourings and flavour derived from natural extracts.
Most Ingredients that we use, you will find in most leading supermarkets.
Each product listing does provide you with an informed list of ingredient used for that product.




Why does the colour look different to the picture?


Because we hand make everything in small batches, pigments can vary in colour and can be quite difficult to match. Creating the pigments will vary as I use mostly fruits and vegetables and of course these are dependent on what produce is in season at the time of making a batch.





You asked, we Answered

STORE POLICIES

INTERNATIONAL SHIPPING

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ABN 98 039 193 373

ZanLana

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