How can I shop with you?
Most importantly, make sure you subscribe to our instagram posts @zeninajar to be notified of our releases. They occur at our website, www.zijluxury.com. We also have the Zen Studio (retail space) which is open weekly, Wednesdays 5-8pm and Saturdays 2-5pm. In addition, if there is something you would like to order that you do not see listed on the site, you can email firstname.lastname@example.org, and we will see what we can do to accommodate. In addition, there are also regular popups. Keep an eye on the instagram for details and locations!
Who do I contact with concerns/customer service inquiries?
HELLO@ZIJLUXURY.COM! This is the only acceptable avenue to receive customer service. Here's what you can expect:
You will receive an automatic reply to give you some general information regarding shipping, upcoming events, and other pertinent information.
You will receive a reply to your inquiry within 48 business hours.
To expedite the handling of your request, please include your name and order number (if applicable).
Please know, that if you are awaiting a response to your email and happen to see social media posts, they are not managed by the same party, and our customer service is available from Monday - Friday, 9am-5pm.
ZIJ does not conduct customer service through social media.
The item I want is sold out or unavailable. What do I do now?
I am truly sorry that the product you wanted has sold out prior to your being able to order it. Unfortunately, there is nothing that we can do to assist in most cases. When releases are made available, we set inventory levels based on what is feasible to work in to the production schedule while still getting product out in a timely fashion, as well as ensuring that we have stock at the Zen Studio, Skin IQ, the Sable Collective, as well as an expanding list of partners. Everything is made, with love, and by hand. These things take time. At our sole discretion, we may re-allocate inventory from less popular scents to the best sellers in order to meet the needs of you, our customers. Please ensure that you set your post notifications at our IG @zeninajar to be notified as soon as our releases go live. Any updates will be communicated there.
Do you sell anything for men?
Simply put, all of it is for men! I like to think of things in terms of fragrance family, as opposed to being gender specific. Wear whatever resonates with you. There are no rules based on gender here. There are several "men's favorites" which include Om Shanti, Big Pimpin, Man Crush, Bae, Ausar, and Joe. But, again, wear whatever resonates with you!
I received my product, and it’s not full.
We fill all jars and bottles to the fill line. The packaging will not be full all the way to the top. This prevents spillage. Rest assured, the exact amount of product advertised is what is contained in the packaging. With butter, body polish, and oasis, the contents can settle.
Why can’t I get Whipped Butter shipped right now?
Because our product is all natural, and I don't use any binders or stabilizers, the butter can melt at temperatures above 75 degrees. If you're local to the DMV area, catch us at the Zen Suite every Saturday from 2-5pm. We also vend in Philly at the Sable Collective. Additionally, keep an eye on my instagram @zeninajar for my pop-up and tour schedule!
My butter melted. What do I do?
Because our product is all natural, and I don't use any binders or stabilizers, the butter can melt at temperatures above 75 degrees. You can put it in the refrigerator to cool it down, then use a popsicle stick or something similar to re-whip it. It will not be the exact same texture as before, but it is still amazing and will work the same! Pro-tip - in the summer months, putting a butter in your car to melt works amazingly as a car fragrance!
Why is my butter a different color this time than in my last order?
Whether yellow or white, we use raw shea butter without preservatives and whip it with a moisturizing blend. We understand that everyone has their way of doing things. Sometimes, we use yellow. Sometimes, we use white. Our evaluation process is more centered around the odor of the butter, and whether or not it whips out grainy. So, no matter which color your butter, rest assured the butter is high quality and endures the same evaluation and whipping process.
Do you offer custom scents?
The short answer is maybe. If you have a scent request, please email email@example.com with your request. We will evaluate whether or not it is something that can be done, then determine when it can be fit in the production schedule. From there, we will confirm the details with you and invoice you from there. As a reminder, butter can only be shipped during certain times of the year.
Why is my order taking so long?
Every product you order is hand-made, with love. We always want you to LOVE what you ordered. As such, it does take time for the products to be made, packaged, and shipped. Please be patient. You will LOVE your product, and it is worth the wait!
My product arrived damaged. What’s next?
Please send photos of the damaged product(s) to firstname.lastname@example.org. Allow 48 business hours for response. Once reviewed, we will either replace your product, or offer a refund.
My package was lost/stolen. What do I do?
The good news is that we insure every package that we ship at no additional cost to you. So, should you find yourself in this unfortunate situation, please follow these steps:
File a claim with USPS immediately at www.usps.com⁄help⁄claims
Forward the confirmation to us at email@example.com for verification. Allow 48 business hours for response.
Please remember, once the package leaves us, it is officially out of our control. We will advocate for you in whatever way we can, once your claim is filed. If it was stolen, it's an "L" for us too, especially because everything is hand-made with love.
At this point, we will provide either a refund or a replacement for your package.
How do I collaborate with you?
I love to collaborate! There is so often something beautiful to be brought to the mix!
1) To start, hit us up at firstname.lastname@example.org. Then, from there, there are several steps.
2) First, you'll engage with our leadership team.
3) The next step is vetting. We will review it based on our standards and SOPs.
They will ask the standard questions about the potential of the partnership, roles and responsibilities and more of the business side.
Other things to be prepared with:
- Is there an audience?
- Who is it?
- What is the potential for ROI?
- Does it compete with another ZIJ partnership?
- Is it aligned with the brand's core values?
- From there, it’ll come to me for review/decision on our team call.
- Lastly, we have to run it by legal!
If it's a yes, then we figure out timelines! I look forward to hearing from you!