Zensori Illuminare FAQs

All prices are shown in pounds sterling (GBP). You can pay securely in any of the following ways:

• PayPal: pay with your PayPal account, or choose to pay by debit or credit card through PayPal's secure checkout. You don't need a PayPal account to pay by card. Eligible purchases may be covered by PayPal Buyer Protection.
• PayPal Pay in 3: spread the cost of eligible orders into three interest-free payments. Pay in 3 is offered by PayPal, subject to status and eligibility, and is available to UK residents aged 18 and over. Simply choose PayPal at checkout to see if you qualify.
• Bank transfer: choose Bank Transfer at checkout. Our bank details will be shown once you place your order and sent to you by email. Please use your order number as the payment reference. We begin preparing your order once your payment has cleared, and unpaid orders may be cancelled after 3 days.

You will receive an order confirmation email as soon as your order is placed, and we begin preparing it once payment is confirmed. When your order is dispatched, we'll email you your tracking details, and you can follow your delivery at any time on our Track Your Order page.

Questions about paying? Email sales@zensori.co.uk and we'll be happy to help.

We are proud to offer free delivery on every order with no minimum purchase required.

• Supported region: We currently deliver exclusively to addresses within the United Kingdom.

Order Timelines

We process orders Monday to Friday, excluding holidays. Our daily order cut-off time is 12:00 midnight London time. Orders placed after this time will begin processing the following working day.

• Made to order: 7–10 days. Each piece is made for you once your order is placed and payment is confirmed, then quality-checked and handed to the courier.
• Transit time: 7–14 days. The time it takes for the courier to deliver the package to your door.
• Total expected time: 3–4 weeks. The complete timeline from checkout to delivery.

Please note: delivery times may occasionally be delayed due to unexpected circumstances such as severe weather or courier strikes. We actively monitor these situations to minimise disruption.

Order Tracking

Once your Zensori Illuminare order has shipped, we will send you an email notification containing your tracking details.

• Initial updates: Please allow 3 to 5 working days for tracking information to appear in the courier's system after your order is dispatched.
• Transit updates: If your package is in transit but hasn't shown an update for a few days, this is completely normal. It can take 3 to 7 working days for tracking to refresh as the parcel moves between major shipping hubs.
• Support: If you have any concerns about your parcel, please contact us at sales@zensori.co.uk or call 0115 772 0589.

Modifications & Cancellations

We move quickly to get your new lighting to you, which means we have strict windows for making changes to your order.

• Address changes: We cannot change a delivery address once a package is in transit. If you need to update your shipping details, please contact us within 24 hours of placing your order.
• Order cancellations: You may cancel your order for a full refund at any time before it has shipped. Unfortunately, once an order has been processed and is in transit, it cannot be cancelled.

Customs, Duties and Taxes

We strive to ensure a seamless delivery experience with no hidden fees. Once your order is successfully placed, you should not face any additional charges.

In the rare event that any VAT, duty or other tax is charged on your package:

1. Pay the required tax to release your package.
2. Email your payment receipt to our customer service team.
3. We will fully reimburse you for those specific tax charges.

Delays & Missing Items

We apologise if your order experiences a significant delay or is lost in transit.

• Exceeded delivery times: If your total delivery time stretches beyond the estimated 4 weeks, please contact us so we can investigate the issue with the courier.
• Lost packages: If your package is deemed lost, please contact us. We will gladly arrange a full refund or a free replacement, depending on your preference.

Read our full Shipping Policy.

We offer a 30-day return policy. If your piece isn't quite right, contact us at sales@zensori.co.uk and we will guide you through the process.

Read Our Promise and our full Returns Policy.

Our Terms of Service set out the conditions for using this website and purchasing from Zensori Illuminare, including ordering, pricing, delivery and liability.

Read our full Terms of Service and Privacy Policy.