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?
Q. How much do you charge for delivery?
A. UK standard delivery is £1.50 per order
UK Tracked Delivery is £5 per order - you can select this option at checkout
Currently ALL international orders are shipped with tracking. This is £10 (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 - 8 days, International - 5 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 firstname.lastname@example.org (occasionally emails do not get through via the website).
Q: Do you sell wholesale?
A: We currently do not offer wholesale terms.
Q: Can I re sell any items I make using your kits?
All kits and downloads are copyright Zenasminiatures
Please do not copy or reproduce the kits or Digital Downloads in any shape or form for resale.
Personal use - You may use these printie/download kits for personal use or as part of your creation and you can post images on Social Media. Please tag Zenasminiatures in your post and we will share it for you too.
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. If permission is granted you should not over produce these items or flood the market with goods made from these kits. 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 credit Zenasminiatures. Links below to tag us on Social Media.