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solution
skincare
INGREDIENT
-
INGREDIENT
- AHA / BHA / PHA
- Vitamin C
- Retinol
- Panthenol
- Aloe
- Snail
- Niacinamide
- Centella / Cica
- Tea Tree
- Ceramide
- Potato
- Tomato
- Kombucha
- Chamomile
- Mint
- Cypress Water
- Collagen
- Madecassoside
- Allantoin
- Arbutin
- Peptide
- Squalane
- Glyconic Acid
- Bakuchiol
- Mineral
- Orange
- Berry
- Peony
- Grapefruit
- Mud
- Adenosine
- Charcoal
- Banana
- Green Tea
- Strawberry
- Cacao
- Shea Butter
- Sun Flower
- Olive
- Rice
- Propolis
- Argan
- Black Bean
- Probiotics
- Vita E
- Rose
- Heartleaf
- Licorice
- Citrus
- Deep Water
- Noni
- Mugwort
- Avocado
- Honey
- Cucumber
- Carrot
- Clay
- Coconut
- Hyaluronic Acid
- Q10
- Pomegranate
- Pearl
- Acai Berry
- Plum
- Fig
- Ginseng
- Bamboo
- Apple
- Weak Acidity
Wellness
- Home
- FAQ
Frequently Asked Questions
Ask us anything, we’re here to helpWe know you’ve got questions. We’ve gone ahead and answered
your most frequently asked questions below.
SignUp Guide
[Zezeya SignUp Guide]
- A combination of at least three of the following: Upper and lowercase letters/numbers/special characters (8 to 16 characters)
- ID must be 4 to 16 lowercase letters or combination of letters and numbers.
[How do I log in with my SNS account?]
can i check my order history?
You can check your orders under ""My Account"" below the 'Order History"" tab. The account summary displays your last orders and allows you to check your complete order history by clicking on the order number.
why do the order date and time seem incorrect?
The order date and time you see is displayed in Korean Standard Time.
can i view past shipment invoice?
Every shipment comes with a separate order number. To view each one, click on “My Account ”. All order numbers are available under the ""My Orders"" tab. For more information regarding the payment total, tracking number, shipping and handling charges etc. click the ""Order Number” link.
how do i change my personal information (password, shipping address)?
You can change your information at any time using the following steps:
1. Sign on ""Sign In / Register""
2. Click on ""My Account"", and then click the ""Edit Account"" at the top right corner
3. If you want to change your password, enter your current password, and then click ""Confirm.""
4. Enter your new password in the ""Password"" and ""Confirm Password"" fields. Please make sure the password is more than 3 characters.
5. You can modify information such as country, address, phone number, etc. here.
6. Please enter the captcha numbers at the bottom.
7. Click the ""Edit Info"" button to complete your changes.
Order Guide
Step 1: Search for products.
Step 2: Add products to your shopping cart.
Step 3: Log in with a member ID or non-member order.
Step 4: Fill in the order form.
Step 5: Proceed with payment.
Step 6: Complete the order and you will see the order number.
can i check my order history?
You can check your orders under ""My Account"" below the 'Order History"" tab. The account summary displays your last orders and allows you to check your complete order history by clicking on the order number.why do the order date and time seem incorrect?
The order date and time you see is displayed in Korean Standard Time.can i view past shipment invoice?
Every shipment comes with a separate order number. To view each one, click on “My Account ”. All order numbers are available under the ""My Orders"" tab. For more information regarding the payment total, tracking number, shipping and handling charges etc. click the ""Order Number” link.how do i change my personal information (password, shipping address)?
You can change your information at any time using the following steps:1. Sign on ""Sign In / Register""
2. Click on ""My Account"", and then click the ""Edit Account"" at the top right corner
3. If you want to change your password, enter your current password, and then click ""Confirm.""
4. Enter your new password in the ""Password"" and ""Confirm Password"" fields. Please make sure the password is more than 3 characters.
5. You can modify information such as country, address, phone number, etc. here.
6. Please enter the captcha numbers at the bottom.
7. Click the ""Edit Info"" button to complete your changes.
Payment Guide
Step 1: Search for products.
Step 2: Add products to your shopping cart.
Step 3: Log in with a member ID or non-member order.
Step 4: Fill in the order form.
Step 5: Proceed with payment.
Step 6: Complete the order and you will see the order number.
can i check my order history?
You can check your orders under ""My Account"" below the 'Order History"" tab. The account summary displays your last orders and allows you to check your complete order history by clicking on the order number.why do the order date and time seem incorrect?
The order date and time you see is displayed in Korean Standard Time.can i view past shipment invoice?
Every shipment comes with a separate order number. To view each one, click on “My Account ”. All order numbers are available under the ""My Orders"" tab. For more information regarding the payment total, tracking number, shipping and handling charges etc. click the ""Order Number” link.how do i change my personal information (password, shipping address)?
You can change your information at any time using the following steps:1. Sign on ""Sign In / Register""
2. Click on ""My Account"", and then click the ""Edit Account"" at the top right corner
3. If you want to change your password, enter your current password, and then click ""Confirm.""
4. Enter your new password in the ""Password"" and ""Confirm Password"" fields. Please make sure the password is more than 3 characters.
5. You can modify information such as country, address, phone number, etc. here.
6. Please enter the captcha numbers at the bottom.
7. Click the ""Edit Info"" button to complete your changes.
Shipping Guide
shipping rates / free shipping offer
ZEZEYA does not include the price of shipping in each product's price. This provides price transparency for customers. Shipping cost is calculated by weight and differs depending on the shipping method and destination country.https://zezeya.com/board/free/shippingNotice.html
when will my order arrive?
In general, the delivery time of your shipment can be determined using the following formula: Estimated delivery time = Product availability + Estimated shipping time of chosen Shipping Method. The Expected Ship Out Date is the day that we estimate your order will leave our warehouse, and can be determined using the greatest number of days in the ""availability"" range of the items in your order.how will my orders be shipped?
"Every order is normally shipped out within 72 business hours from the time of receiving the order. It will ship out soon and you will receive tracking numbers to track your package.will my shipment come with a tracking number or code?
When order parcels are shipped, we email tracking numbers to customers. The email contains both order details and shipment tracking numbers.what happens to my order if it can't be delivered and is returned to ZEZEYA?
All shipments returned to ZEZEYA are considered “undeliverable”. Reasons for undeliverable shipments include incorrect shipping address, failed delivery attempts by the post office provider (i.e., the recipient is unavailable), or unclaimed shipments held by the courier agent. When we receive undeliverable shipments, we will notify customers via email to arrange for reshipment. All reshipments incur handling fees plus reshipment fees that are the same as ZEZEYA’s regular shipping fees. Reshipment fees will be applied regardless of the original shipment’s eligibility for free shipping. Additional courier charges for return shipping may also apply. In the case that a refund is wanted, the costs must be handled by the customer. Once we receive the package and check the products, a refund shall be issued in the form of ZEZEYA points.will i have to pay customs taxes on my shipment?
"When ordering from ZEZEYA, the customer is considered the importer of the purchased products and will be responsible for any customs tax, import duties, goods and services tax (GST), valued-added tax (VAT), or any similar customs-related charges. Customs policies vary by country and ZEZEYA cannot make any guarantees as to whether or not shipments will be subject to customs-related fees. Please contact your local customs office for more information. In addition to customs fees, customers may also incur other charges, such as administration or brokerage fees. These are handling charges incurred due to customs processing and clearance of your shipment. Customers are required to pay the relevant courier service upon delivery of the shipment.which countries does ZEZEYA ship to?
https://zezeya.com/board/free/shippingNotice.html
where does ZEZEYA ship its orders from?
All orders are processed at and shipped from our warehouse in South Korea.The recipient will be held responsible for international shipments which may be subject to import duties and taxes. Please be advised that these charges are levied by the destination country and we do not have control over them. In the case that the recipient refuses to receive the parcel, the order will be returned to Korea and will not be re-shipped.
Customs Tax
Customers are fully responsible for any of customs related issues, such as Customs Taxes, Import Taxes, Value added Taxes, and so on. Customers are required to pay charges such as customs fee, service fee, administration fee, warehousing fee whatsoever related with customs.Customs issues vary by countries, so customers need to contact local customs office for detailed information to avoid potential problem
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Hazardous Goods
Each country has different policy on Hazardous product issues. ZEZEYA is not responsible for informing of these information, so customers need to contact local customs information office to check out if the product you buy is hazardous or not.Customs Refusal
We are not responsible for packages refused by customs, despite of any reason including denial to pay tax, banned importing items, and any other customs related issues. When refused package returns to ZEZEYA , we are not responsible to ship it out again. But we inform our customers of receiving notice of the package and if customers pay shipping cost again, ZEZEYA will ship it out. No refund, no replacement will be incurred by ZEZEYA with any of customs related issues.Exchange / Return
Exchange and return address :
21-7, Gamnae-gil, Ilsandong-gu, Goyang-si, Gyeonggi-do, Republic of Korea
1. The return request must be made within 14 business days from the order received date. We respond to your return request, you have to send the package to the shipping company. If you have a tracking number for the package, please let us know within 7 days by responding to our team. Returned items must be in their original packaging and condition (unopened, unused,unmarked and not disfigured) Incomplete returns may be refused or disregarded.
*Ineligible products for exchanges or refunds
-Any item reported after 14 days over the date of delivery completion
-Any item that shows any signs of usage
-Any item that has been damaged intentionally
-Any item returned without any previous notice or in spite of the return request denied by our customer service.
2. All returns must be sent back to our ZEZEYA warehouse.
ZEZEYA warehouse address: (10246) 21-7, Gamnae-gil, Ilsandong-gu, Goyang-si, Gyeonggi-do, Republic of Korea
Refunds for return can be processed after arriving at our warehouse. Refunds are refunded within 7 days after we receive and process your return After confirmation from the cs team, the product will be re-shipped or refunded to you. For refunds, you can choose to refund points or use payment methods.
* Payment method you’ve chosen
- it might take at least 2 to 5 business days.
*For the case of the unwanted or unopened Item returning refund will be deducted the shipping fee.
Even if the order is shipped free of charge, we are paying the shipping fee for the shipping company. So, If you return it, we will proceed with the refund, excluding shipping cost. Any amount paid in points will be refunded in points. Using the coupon to be deducted amount is not possible to refund in points or amounts that your used payment.
3. We reserves the right to determine reshipping method regardless of the shipping method used in the original order.
4. We do not offer refunds or returns in cases involving allergic reactions or adverse skin conditions due to products that we sell.
5. ZEZEYA is not responsible for items lost during return shipping. We recommend that your return to the selected shipping company to ensure it arrives well.
6. All exchange & returns are subject to validation and approval at Zezeya's discretion and possible to reject any change requests without prior notice.
Cancellation / Partial refund / Out of stock / Products
‘Out of stock’ email sent
In case there are missing products in your order, you will be directed to a separate email after cancellation. Cancellation of the subject item comes first so that the delivery of the rest of the order can proceed because we cannot estimate when the product will be in stock again. In this case, we are not able to cancel orders and refund shipping fees for 'out of stock ' reasons.
Request a cancellation for a completed 1-7 days order
Please contact the Customer service team immediately on 1:1 INQUIRY or 'cs.zezeya@gmail.com'. Please be advised that some orders are shipped very soon after completion, and it may not always be possible to cancel.
Request a refund for a different amount which became lower
We provide the various events or promotions by the period, so the price of the product can be different. Therefore, the price of the order which is already placed can not be adjusted or compensated according to the promotions.
Received different package or texture items
Beauty brands develop new formulas and often change product packaging. So the product may change packaging or have a slightly different texture when new formulas or versions are renewed.
The actual color of an item is different from a photo
Please note that the actual colors may be slightly different from the photos depending on the device you are using and individual skin tones. Therefore, an exchange or refund of the product is not possible for this reason.
Not receive any free gifts
Free gifts are limited in quantity, So if they are out of stock at time of shipment, they may not be available.
Refund
Please be advised that your refund may not be processed until the next billing month depending on your credit card issuer's billing schedule.
It is best to inquire with each payment company (card company) regarding the exact refund timing.
"Do you sell genuine Korea products?"
Yes, all of our products are authentic and sourced from reliable suppliers located here in Korea.:-)
* Beauty brands develop new formulas and often change product packaging. So the product may change packaging or ingredientes have a slightly different texture when new formulas or versions are renewed.
* Please note that the actual colors may be slightly different from the photos depending on the device you are using and individual skin tones.
"Can I request personal assistance?"
"Can I request personal assistance?"
Our FAQ section provides helpful tips and product information for your reference. You are, however, most welcome to contact our Customer Service representatives by Q&A board or email (cs.zezeya@gmail.com) for further inquiries.
ZEZEYA's Customer Service is ready to assist you!
ETC.
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