FAQs
At ZENAURA, we believe in keeping things clear, thoughtful, and transparent. Here, you’ll find answers to common questions about shipping, orders, returns, refunds, digital products, and more — so you know what to expect every step of the way.
Shipping, Returns & Refunds
Do you ship internationally?
Yes. ZENAURA ships our art prints worldwide, bringing our mindful creations to homes around the globe.
We currently do not ship to the following countries:
- Russia
- Ukraine
- North Korea
- Israel
- Egypt
If your country isn’t listed above, we’re happy to send your order your way.
Do you offer free shipping?
We currently do not offer free shipping. Shipping costs are calculated separately at checkout based on your order and delivery location.
From time to time, we offer promotional discounts across selected products or storewide. Any active offers can be applied at checkout according to the promotion terms.
How long does shipping take?
Our original art prints are thoughtfully designed in-house and made to order in collaboration with our trusted fulfilment partner in the USA. Each piece is carefully prepared and dispatched within 3–7 business days.
Once your order has been shipped, you’ll receive tracking information so you can follow its journey.
Shipping: We offer both Standard and Express shipping.
Africa
- Express Shipping: 5-10 business days
- Standard Shipping: 8-20 business days
Asia
- Express Shipping: 5-8 business days
- Standard Shipping: 6-14 business days
Europe
- Express Shipping: 4-7 business days
- Standard Shipping: 6-12 business days
North America
- Express Shipping: 4-7 business days
- Standard Shipping: 5-14 business days
South America
- Express Shipping: 5-9 business days
- Standard Shipping: 8-20 business days
🌿 A Gentle Reminder
Delivery timeframes are estimates and may vary depending on courier performance, weather, customs processing, and other transit conditions.
During peak periods, such as Christmas, delivery may take 15 business days or more.
While we do everything we can to ensure a smooth journey, occasional delays due to customs clearance, weather, or carrier disruptions may be outside our control. We appreciate your patience and understanding as your order makes its way to you.
Do you charge customs fees for international orders?
Customs duties, taxes, and other import fees are the responsibility of the customer and are not included in your order total or shipping cost.
Any additional charges imposed by customs or local authorities are outside ZENAURA’s control.
We recommend checking with your local customs authority if you are unsure whether additional charges may apply to your order.
What is your return policy for physical products?
Our art prints and quote prints are made to order, so we do not accept returns or exchanges for change of mind.
This does not affect your rights under applicable consumer law. If you have any concerns about your purchase, please contact us at hello@zenaura.au and we’ll be happy to assist.
What if my order arrives damaged or incorrect?
We’re sorry if your order doesn’t arrive as expected. Please contact us within 7 days of delivery so we can look into it and help make things right.
Email us at hello@zenaura.au with:
- Your order number
- Clear photos of the product and packaging
- A brief description of the issue
Our team will review your request and respond within 2–5 business days with the next steps.
We want your ZENAURA experience to feel as considered as the creations themselves.
How do I get my tracking number?
Once your order has been dispatched, you’ll receive an email with your tracking number and a direct tracking link, so you can easily follow your order’s journey.
You can also track your order anytime using the Track Your Order feature on our website.
If you haven’t received your tracking email within 2 business days of shipment, please contact us at hello@zenaura.au and we’ll be happy to help.
When will I receive my digital purchase?
✧ Ebooks, Printable Stickers & Music
These digital products are available as instant downloads. After completing your purchase, you’ll receive an email with a link to access your digital product.
✧ Personal Soul Readings
Personal Soul Readings are individually crafted from your personal information and require time to be thoughtfully prepared.
After purchasing a Personal Soul Reading, you’ll receive an email with a link to your online intake form. Once you’ve submitted your completed form, we’ll send you a separate email confirming your personalised delivery date.
Your completed reading will then be delivered directly to your inbox on the date confirmed in your email and within the timeframe specified on the individual product page.
Please note: The preparation process for your Personal Soul Reading begins once we receive your completed intake form.
Can I get a refund for digital products?
Because digital products are delivered electronically and cannot be returned, we do not offer refunds for change of mind.
If you experience a technical issue, such as receiving an incorrect, corrupted, or inaccessible file, please contact us within 14 days of purchase.
We’ll be happy to help resolve the issue and make sure you receive the correct content and can access your purchase as intended.
Please email us at hello@zenaura.au and we’ll be happy to assist.