FAQ
1. General Questions
What is your return policy?
We want you to be completely satisfied with your purchase, however, due to nature of our products, we do not accept returns on any items unless they are incorrect or faulty. The return process should be completed within 7 days of the delivery date. Upon delivery, inspect your item and contact us as soon as possible via email (zahranaturals@outlook.com) for a refund or to reissue the item. To start a return, please visit our Returns page and follow the instructions.
Do you exchange or refund for change of mind?
Due to hygiene and safety regulations, we do not accept returns or exchanges on cleaning products, including laundry products. We do offer a refund or replacement for items that are sent incorrectly or are faulty. If you experience any issues with your purchase, please contact us, and we’ll do our best to assist you.
Do you ship internationally?
No. Not at this stage. We hope to expand and make this an option in the future.
How do I track my order?
If you have paid for shipping: Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.
For free local delivery: You will not receive a tracking number. You will receive an email notification that the order has been dispatched/out for delivery and again when it has been delivered.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.
Do you have a physical store?
Currently, we do not have a physical store.
How do I know if the product I am using has expired?
Check for a foul smell or discolouration. For liquid products, some separation is normal and dependent on weather and storage of bottles. We recommend storing in a dark, cool place. Shake well before use.
What can I do to whiten my white laundry?
For a natural option, soak white clothes in a mixture of 2 Tbl of Citric acid dissolved in 1 Litre of boiled water. Hang in direct sun until dry. Wash with regular laundry detergent.
2. Product Questions
Why is the liquid detergent clumpy or separated? Is it faulty?
We use natural ingredients in our products. As such, we do not use synthetic emulsifiers or fragrances. We use essential oils to "fragrance" our products. Over time or due to weather conditions and temperature of where the item is placed, separation and clumping is normal as we do use oils. However, if the product is foul-smelling and discoloured upon arrival, do not use. Please contact us for a replacement or refund via zahranaturals@outlook.com.
What are the ingredients of each product?
Our products are 100% natural and plant-based. The ingredients for each product is listed on the product page and on the label. If you have further questions about the ingredients, please don't hesitate to contact us.
How do I care for the product I purchased?
Instructions for each product is usually printed on the label. However, since we do not use preservatives or synthetic ingredients, it is important to store the product in dark, cool place. If you notice a foul-smell or discolouring, discontinue use. If this is in the first 7 days of delivery, contact us for a replacement or refund.
Can I see this product in other scents?
If the product is available in other scents or it is unscented, they will be listed on the product page. If you don't see the scent that you're looking for, please contact us and we will do our best to assist you.
3. Payment Questions
What payment methods do you accept?
We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), Shop Pay, and PayPal.
Do you offer installment payment options?
No, we do not offer installment payment options for purchases.
Is my payment information secure?
Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.
4. Shipping Questions
How long does shipping take?
Shipping time varies depending on your location and the shipping method you choose. Products will usually be dispatched the same day or a day after your order request.
How much does shipping cost?
Shipping cost depends on your location and the shipping method you choose. Please refer to our shipping policy for more details.
Do you offer free shipping?
Yes, we offer free shipping for local customers. Please refer to our shipping policy for more details.
Do you ship to P.O. boxes?
No, we ship to P.O. boxes. Please make sure to provide your complete and accurate shipping address to avoid any delays in delivery.
5. Contact Questions
How can I contact customer service?
You can reach our customer service team by emailing zahranaturals@outlook.com or by completing the form on our Contact Us page.
How can I provide feedback?
We welcome and value your feedback! You can leave us a message through our contact page on our website or email us at zahranaturals@outlook.com.
Do you have a physical address?
No, we do not have a physical address. At the moment, we are an online-only store.