Ordering & Account Help

Ordering & Sales

How can I pay for my order?

We accept Visa and Mastercard and all bank Debit cards.

You can also pay via PayPal.

We accept payments via bank transfer.

For orders that are collected in store you can pay by cash or credit/debit card.

Do you send free samples?

No sorry we do not send out free samples.

We have a retail store which you are welcome to visit to view/smell our product range. If you can’t visit us in store we recommend buying the smallest size (25ml fragrance for example) to test out the product.

Do you have a retail shop?

Yes we do!

Our address is 22c Portside Drive, Mt Maunganui, 3116

We’re open Monday to Friday 7am – 1pm

Feel free to visit anytime during our opening hours.

How can I get wholesale pricing?

All our prices that are shown on our website are the best prices we can offer.

Our bulk pricing for fragrances start at 5 Litres. Please contact us for pricing.

We do not offer discounts or wholesale pricing for ‘mix and match’ – for example, if you want to buy 5 x 1 litre of different fragrances you will need to pay the standard 1L prices.

Do you have a printed catalogue?

No we don’t have a paper catalogue.

All orders must be placed online. Our product line changes fairly often, so viewing and ordering on the website is the most up to date method. 

Can I open a credit account?

No sorry we don’t offer credit terms.

All orders must be paid for before delivery or collection.

This includes government, schools and local groups.

 

When will this item be back in stock?

We have new stock arriving from around the world on a regular basis. Make sure to click the Join Waitlist button on out of stock products so you receive an email notification as soon as we’re restocked.

Due to the continuing Covid-19 pandemic and the effects it is having on the supply chain worldwide – from raw material producers and manufacturers right through to shipping lines and port delays, we are contending with increasing issues securing new stock. We have multiple shipments of all our products on order, but are struggling to get confirmed ETAs.

Please be patient and know that we are doing our very best to restock as quickly as possible.

Shipping

Shipping Questions?
Please read our complete guide to shipping here 
Can I pick up my order?

Yes you can!

Make sure you choose the shipping option ‘Pickup Instore’ when you checkout.

Please ensure you wait to receive the confirmation email stating your order is ready to collect before coming in. If you come in before receiving this email I’m afraid you won’t be able to collect your order at that time.

Our opening hours for order pick up are Monday to Friday 7am – 1pm. Collections outside these hours are not possible.

 

Post Order Support

Where can I view my order history?

Visit the My Account section by clicking the menu at the top right of the screen. The click the Orders link on the left hand side. This will show you a list of all your previous orders.

Note, any orders where you have used Guest checkout in the past will not be available to view.

Can I get a tax invoice?

Yes you can print a copy of your tax invoice by navigating to the My Account section, clicking Orders, the clicking the Tax Invoice button.

Can I change my order?
We understand that sometimes you forget to add an item to an order you just placed, or you’d like to change the size.

If we haven’t already processed your order it is possible for us to change your order.

If you simply want to add something you missed you can place another order and choose the ‘Combine with another order’ in the shipping option – read our full instructions on how to do that here.

If you’d like to change something else, give us a call or email and we’ll do our best to help.

I placed an order but didn't get any confirmation email?
As soon as you place an order we send out an email confirmation. If you don’t receive this email, first please check your spam/junk folder.

You may need to add our email addresses to your safe senders list:

[email protected]
[email protected]

Returns & Damages

I changed my mind, can I return an item?

If a product is not defective and simply unwanted, we’ll give you a store credit for the product provided that is resale-able – tamper sealed lids that have been opened can not be returned. The product must have been bought within 30 days of a return request.

Return shipping costs will be the customer’s responsibility.

Exceptions

We have a NO RETURN policy on all fragrance oils over 250ml. This is due to the fact all fragrances >250ml are hand poured specifically to order.

Any fragrance in a smaller bottle that has been opened will not be accepted for return.

 

What happens if I receive a damaged item?
Sometimes things can get damaged in transit. Please use our Contact Form to submit a damage report.

Select Damaged or Missing Order from the drop down box.

Please ensure you give us as much detail as possible and submit photos showing the damage.

 

General

How can I update my account details?

If you need to change your address, personal details, or update your password you can do so from the My Account section at the top right of the page.

Do I have to create an account?

No. You can place an order and checkout as a guest. We will not automatically register an account unless you opt to create an account.

 

Do you store my credit card details?

No. For security purposes we don’t keep any financial data. All payments are processed through a secure third party. If you choose to save your credit card details, these are saved on their secure servers.

Can I use images and text from the Zen Aroma website?

Many of our product images are created by us. They are not standard stock images. They are either our own photographs, or have been edited by us. Therefore we do not allow our images to be used without our express written permission.

If you would like to use our product descriptions, feel free to do so, however it’s better if you don’t copy them word for word.

Our recipes are free for you to use – that’s what they’re there for. However, if you are going to share them, you must link back to our website citing the orginial source information.

Still need help? Send us a message!

[email protected] or call us on 07 578 4755

022032051 041