FAQ

No. You can place an order without creating a customer account.

However, signing in to your customer account allows you to view your orders, track eligible shipments, and submit return or cancellation requests. A password is not required; a verification code will be sent to your email address when you sign in.

We accept the secure payment methods displayed at checkout.

Available payment options may vary depending on your country, currency, device, and the payment services currently supported by our store.

Orders are shipped from our fulfillment locations in Guangdong or Zhejiang, China, depending on product availability.

Some orders containing multiple items may be shipped in separate packages.

Our estimated standard shipping time is usually 8–12 business days after the order has been processed.

Some products may require an additional 2–5 business days for order preparation before shipment.

Delivery estimates are not guaranteed and may be affected by:

Customs processing
Carrier delays
Public holidays
Severe weather
Incorrect or incomplete delivery information
Conditions in the destination country

Business days do not normally include weekends or public holidays.

Once your order has shipped, we will send a shipping confirmation email containing the available tracking information.

You may also sign in to your customer account and open the Orders page to review your order status.

Please allow some time after shipment for the carrier’s tracking system to update.

Tracking information may not update immediately while a package is:

Moving between logistics facilities
Awaiting customs processing
Being transferred to a local delivery carrier
Traveling between countries

A temporary lack of tracking updates does not necessarily mean that the package has been lost.

If tracking has not updated for an extended period, contact us at support@zenwoodgrain.com with your order number.

Contact us at support@zenwoodgrain.com and include:

Your order number
The recipient’s name
The shipping address
Any relevant tracking information

We will review the shipment status and assist with the appropriate next steps.

A package will not automatically be considered lost solely because it is delayed or because tracking has temporarily stopped updating.

Yes. Eligible items may be returned within 14 days after the last item in your order is delivered.

A return request must be submitted within the applicable return period. Submitting a request does not automatically guarantee approval. All return requests are reviewed according to our Return and Refund Policy.

If the end of the return period falls on a weekend or public holiday, the request deadline may be extended to the next business day where applicable.

To qualify for a standard return:

The return request must be submitted within 14 days after the last item in the order is delivered.
The item must be unworn, unused, undamaged, and in its original condition.
The item must be returned with its original packaging, tags, accessories, and included gifts.
Proof of purchase or valid order information is required.
The item must not have been altered, resized, repaired, washed, exposed to chemicals, or damaged after delivery.
The item must be returned only after return instructions have been provided.

Items returned without prior approval may not be accepted.

Sign in to your customer account and open the Orders page.

Select the eligible order and item, and then submit a return request with the requested information. We will review the request and contact you with the next steps.

If you cannot access your customer account, email support@zenwoodgrain.com and include:

Your order number
The item you wish to return
The reason for the return
Relevant photos, when applicable

Do not send an item back before receiving return instructions and the correct return address.

For standard returns, including change-of-mind returns, customers are responsible for return shipping costs.

We do not charge a separate restocking fee.

We recommend using a tracked shipping service. The customer remains responsible for the returned item until it is delivered to the approved return address.

If an item is confirmed to be defective, damaged upon arrival, or materially different from what was ordered, return shipping will be handled according to the circumstances and applicable consumer law.

For EU change-of-mind returns under the statutory withdrawal right, customers may be required to pay the direct return cost when they were informed of that obligation before purchase. Defective-product remedies must be provided without cost to the consumer where applicable.

The return address may be different from the address shown on the original package.

After your return request has been approved, we will provide the correct return address and instructions.

Do not return an item to the sender’s address without authorization, as unauthorized returns may be delayed, refused, or lost.

After the returned item arrives, we will inspect it to confirm that it meets the return conditions.

If the return is approved, the applicable refund will be issued to the original payment method. We will notify you when the refund has been processed.

Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

Shipping charges and other amounts will be handled according to the reason for the return, the original order, and any rights required by applicable law.

If the returned item is worn, used, damaged, incomplete, altered, or otherwise does not meet the stated return conditions, the return may be declined or the refund may be reduced where permitted by applicable law.

We may contact you for additional information before completing the review.

Contact us at support@zenwoodgrain.com to ask whether an exchange is available.

Exchanges depend on product availability, item condition, and approval of the return request. In some cases, the original item may need to be returned and a new order placed separately.

Contact us promptly at support@zenwoodgrain.com.

Please include:

Your order number
Clear photos or videos of the item
Photos of the internal and external packaging
A photo of the shipping label
A description of the issue

We will review the information and provide an appropriate resolution. Depending on the circumstances, this may include repair, replacement, partial refund, full refund, or another legally required remedy.

Do not discard the product or packaging until the review has been completed.

Our products contain natural materials such as agarwood, sandalwood, jade, crystals, amber, turquoise, bodhi seeds, and other natural stones or woods.

Natural variations may include differences in:

Wood grain
Crystal inclusions
Transparency
Color
Pattern
Bead shape
Texture
Weight
Fragrance strength and character

These natural differences make each item unique and are not normally considered defects.

However, if the product is materially different from its listing or arrives damaged, contact us so that we can review the issue.

You may submit a cancellation request before the relevant item has been fulfilled or shipped.

To request cancellation:

Sign in to your customer account.
Open the Orders page.
Select the eligible order or item.
Submit the cancellation request.

You may also contact support@zenwoodgrain.com as soon as possible.

Submitting a cancellation request does not automatically cancel the order. We will review the request and confirm whether it can be approved.

Once an item has been fulfilled or shipped, it can no longer be canceled. After delivery, eligible items may be returned according to our Return and Refund Policy.

This wording matches Shopify’s cancellation rule: customers can request cancellation for unfulfilled items, while the merchant reviews and resolves the request through the normal order process.

Contact us as soon as possible at support@zenwoodgrain.com if you need to change:

The shipping address
The selected product
The size
The quantity
Other order details

Changes are not guaranteed and may only be possible before fulfillment or shipment begins.

If the order has already been fulfilled or shipped, we may be unable to change it. Where eligible, you may need to follow the return process after delivery.

Contact us immediately at support@zenwoodgrain.com.

We cannot guarantee that an address can be changed after an order has been placed. Once an order has entered fulfillment or has shipped, the address may no longer be editable.

Customers are responsible for providing a complete and accurate shipping address at checkout.

Some products are handcrafted, hand-assembled, independently designed, or produced in small quantities. The exact craftsmanship and design details are stated on each product page.

Not every product is custom-made or made to order. Unless a product page specifically states otherwise, the product should not be assumed to be personalized or custom-made.

No. Natural wood and stone materials can vary in grain, color, transparency, pattern, inclusions, and fragrance.

Product photos show the general design and material combination. The item received may have natural visual differences while retaining the same overall product design and specified materials.

Fragrance intensity can vary between individual beads and products because wood is a natural material.

The scent may also change depending on:

Temperature
Humidity
Storage conditions
Frequency of wear
Contact with skin
The natural oil content of the wood

Natural fragrance is generally experienced close to the wearer and should not be expected to perform like synthetic perfume.

To help preserve your item:

Keep it away from water and high humidity.
Remove it before bathing, swimming, exercising, or sleeping.
Avoid perfume, alcohol, lotion, cleaning products, and other chemicals.
Avoid prolonged exposure to direct sunlight or extreme heat.
Do not pull or overstretch elastic bracelets.
Protect crystals and natural stones from impact or hard surfaces.
Store the item separately in a dry pouch or jewelry box.
Gently wipe it with a soft, dry cloth after wear.

Do not soak natural wood jewelry or clean it with chemical jewelry cleaners.

Many products are suitable for everyday wear when handled carefully.

However, natural wood, crystal, elastic cord, plated metal, and decorative components can be damaged by water, sweat, chemicals, friction, impact, or improper storage. Following the care instructions will help extend the product’s usable life.

Our products are designed as meaningful accessories combining natural materials, fragrance, color, craftsmanship, and Eastern-inspired symbolism.

Customers may choose them for:

Everyday wear
Meditation
Quiet moments
Personal rituals
Mindful styling
Meaningful gifting

References to balance, clarity, calm, protection, luck, or energy describe cultural traditions, symbolism, design inspiration, or personal interpretation. They are not medical claims and should not be treated as a substitute for professional medical or psychological advice.