Refund & Replacement
Every Zenura keepsake is made to order. If something is not made as ordered, we are here to help.
Our 30-day refund or replacement guarantee
If your item arrives damaged, misprinted, or different from what you ordered, contact us within 30 days of delivery. Send a photo of the item and packaging along with your order number. We will arrange a free replacement or a full refund to the original payment method.
Personalized gifts
Because your keepsake is made with the names, dates or photos you provide, we cannot accept returns for a change of mind, a size selected incorrectly, or spelling errors entered in your personalization. Please check all details before placing your order. This does not affect our guarantee for damaged, misprinted or incorrect items.
If your order has not arrived
If tracking shows no movement for 10 business days after the estimated delivery date, contact us so we can investigate and arrange a replacement or refund where appropriate.
How to get help
- Contact support@zenura.store with your order number.
- Describe the issue and attach clear photos of the item and packaging, if applicable.
- Our team will review the details and help you with the next step.
Approved refunds are sent to your original payment method. Your bank or payment provider determines when the credit appears in your account.