Frequently Asked Questions
Q: Is VAT included in the price?
A: The price you see is the price you pay, there are no additional costs.
Q: Are there extra costs to pay when I receive my parcel
A: From 1st July 2021 recipients outside the UK will be responsible for any import duties, VAT or clearance fees. Zenasminiatures operate on a DDU (Delivery Duty Unpaid) basis.
The customer is responsible for providing any information required by customs to ensure the goods are cleared.
Q: Which payment methods do you accept?
A: We accept payments via PayPal and STRIPE - PayPal is the most preferred way to pay online in the UK because it's safer and faster. PayPal stores and safeguards your card and bank details, enabling you to pay online without entering your sensitive financial information every time you shop. You speed through checkout in just a few clicks, PayPal takes the payment from your card or bank directly, and your payment details are never shared on the internet. If you do not have a PayPal account it is very easy to register.
If you don't have a PayPal account you can use Stripe to pay by credit card. Stripe accepts and processes American Express, Visa, Discover, and Mastercard-branded cards, as well as some of the more niche products like Union Pay, JCB, and Diners Club.
Q: Do you post to all countries?
A: YES
Q. How much do you charge for delivery?
A. UK TRACKED 48 is £3.80 per order
Currently ALL international orders are shipped with tracking. This is £11.50 (we absorb any additional shipping costs)
You can select which shipping rate you prefer when checking out (UK). Orders are packed in sturdy boxes with bubble wrap. If your order consists of kits only it will be sent in a padded envelope.
Q: I want to buy more than one item. Do I get a shipping discount?
A. You only pay one delivery charge regardless of the number of items you buy. Downloadable products are shipped free. If there are physical products in your order regular shipping costs will apply.
Q: How soon will my item be dispatched once I make payment?
A: Most items are dispatched within 48 hours of cleared payment. All items are in stock. If there are any delays we will let you know as soon as possible.
Q: What happens if my item doesn't arrive?
A: If your item doesn’t arrive within the following time limits: UK - 14 (working) days, International - 28(working) days, please contact us. Missing orders are very rare but we are happy to discuss replacement or refund depending on the circumstances.
Q: Are returns accepted?
A: YES, physical products may be returned. You are responsible for return delivery costs unless the item is faulty or damaged. Downloadable/digital products are non refundable (see Terms & Conditions).
Q: What if my item arrives damaged or faulty?
A: In the unfortunate case that this happens, please contact us immediately and we will work out the best way to proceed.
Q: An item I want is out of stock on the website - will you be restocking it?
A: We try not to hold too much of any one line of stock and rarely re make the same item more than once.
Q: What is the best way to contact you?
A: You can contact us (Monday to Friday) through the contact form on the website. Or click HERE. If you do not get a reply within 48 hrs please email zena.coffield@btinternet.com (occasionally emails do not get through via the website).
Q: Do you have a Privacy policy - what are my rights?
A: You can read or privacy Policy on the Terms & Conditions Page
Q: Do you sell wholesale?
A: We currently do not offer wholesale terms.
Q: My Download is not printing properly, too big/small - see our DOWNLOADS INFO PAGE
Q: Can I re sell any items I make using your kits?
Copyright
Commercial Use - If you are a commercial seller you should seek prior permission from Zenasminiatures to use the completed items as PART of your creation only. Send details of the items including images, links to your website, Etsy shop, Ebay store etc BEFORE listing. If permission is granted you should not over produce these items or flood the market with goods made from these kits (less than 6). Items created from the kits must not be sold individually, but as part of a larger creation featuring your own work. For example, books cannot be sold as completed albums but they could feature as part of a display for a library etc.
You must not make and sell more than 6 items created from a digital Download. Selling above this limit is considered mass production and will require a commercial license from Zenasminiatures which we do not currently offer.
Any listings, digital or physical sales on any marketplace found without prior permission will be reported for copyright infringement under Copyright, Designs and Patents Act 1988
If approval is given to re sell (in small amounts) You MUST credit Zenasminiatures. You can do this by adding us as a production parnter on Ets and/or linking the items to our Social Media pages and website.
Re selling or distributing digital files is prohibited. All items remain copyright of Zenasminiatures.
Links to all our profiles below.
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