Frequently asked questions
Answers to the questions we are asked most often, before and after an order. If yours is not here, write to us: we reply within 24 hours.
Ordering and payment
How do I place an order?
Pick your items and add them to the cart, then open the cart and check out. Fill in your details and delivery address, check the summary — items, delivery charges, total — then pay. Your order number is shown at the end and a confirmation is emailed to you.
Which payment methods do you accept?
Payment is by card, through a secure payment provider. No card details are stored on our servers. The definitive terms are set out in our terms of sale.
Is payment secure?
Yes. The transaction is handled by a payment provider, and no card details pass through or are kept on our servers.
Can I change or cancel my order?
As long as the order has not been dispatched, write to us as soon as possible with your order number and we will do what we can while dispatch is still open. Once the parcel is with the carrier the order can no longer be changed; you can still withdraw within 14 days of receipt.
Delivery and tracking
What are the delivery timescales?
We cannot quote a timescale yet: our carrier is not confirmed and no order can be placed today. The applicable timescales will be published here once it is, in business days and counted from dispatch rather than from the order.
How much does delivery cost?
We cannot quote a charge yet: our carrier is not confirmed and no order can be placed today. The applicable charges will be published here once it is, and shown in the cart and before you confirm your order. The cart and the checkout show “to be confirmed” rather than a figure, and no order can be placed.
How do I track my parcel?
As soon as the parcel is handed to the carrier you receive an email with the tracking number and the carrier's link. You can also follow your order at any time on the tracking page: you need the order number and the email address used for the purchase, and the two must match.
Do you deliver abroad?
Yes. We deliver to mainland France and Corsica, the rest of the European Union, Switzerland, Norway and the rest of the world. Outside the European Union, any customs duties may apply on arrival and are payable by you.
My parcel is late, lost or damaged
If tracking stops updating for several days, write to us and we will open an investigation with the carrier. If a parcel arrives damaged or an item is missing, note it on the delivery paperwork before signing: without that written reservation the carrier cannot be held liable.
Returns, warranty and refunds
Can I return an item?
Yes. You have 14 days from receipt to withdraw, without giving any reason. Return shipping is at your expense, unless the item is faulty, damaged or we made a mistake: in those cases we cover it and provide a prepaid return label.
How do I return an item?
Write to us to get a return number, giving your order number, the item reference and the reason. Repack the item in its original packaging, unworn and unwashed, with all accessories, then send it to the address we give you, keeping your proof of posting: it starts the refund as soon as the parcel arrives.
When will I be refunded?
Refunds are issued on receipt of the parcel, after the item has been checked, using the same payment method as the original order. A refund covers the amount of the items returned and excludes the original delivery charges. We can offer a store credit instead if you ask us to.
Are any items excluded from returns?
The right of withdrawal does not apply to goods unsealed after delivery that cannot be returned for hygiene reasons: underwear, shoes, socks and personal-care products. Items returned incomplete, worn, washed or damaged are declined, as are items personalised or engraved. If in doubt, write to us before sending anything back.
What warranty applies to the products?
Every product is covered by the legal guarantee of conformity for 2 years from delivery and by the guarantee against hidden defects for 2 years from receipt. If a product does not work as expected, write to us with your order number.
Products and sizes
How do I choose my size?
Each product page lists the sizes available — never preselected — and the colours offered. The site does not yet carry a size chart in centimetres: if you are unsure, write to us before ordering with the product reference and we will help you choose.
An item is out of stock - what now?
The stock shown on a product page is what we genuinely hold. An out-of-stock item cannot be added to the cart; its page is updated as soon as it is available again. Write to us if you would like to be told when it is back.
How do I choose a massage tool?
Three criteria separate massage tools, and none of them is the brand. Density decides firmness: soft for a muscle still warm after training, firm for tension that has already settled in. Shape decides the area: a round form is worked by rolling, a flat one takes a precise point, a long handle reaches the back without twisting. And surface decides how concentrated the pressure is — the smaller the tool, the narrower the area it works. The body care range is not online yet; it goes live when the items are available, and nothing will be listed before that.
Account, data and contact
Do I need an account to order?
No. You can place an order without creating an account. An account simply makes it easier to find your orders and your addresses, without typing them in again each time.
What do you do with my data?
Your data is used only to process and deliver your order and to provide after-sales service. It is never sold or used for any other purpose. To exercise your rights of access, rectification or erasure, write to zenloria.contact@gmail.com.
How do I contact you?
Write to zenloria.contact@gmail.com or call 06 36 16 37 22. We reply within 24 hours. For an order in progress, include the order number: it lets us answer you faster.