FAQ

Where do you ship from?

Every Zena piece is stocked and shipped from Sydney, Australia. Currently we ship within Australia only.

How long does shipping take?

In-stock items ship within 2-4 business days of your order. Pre-order items ship according to the timeline listed on the product page — see below for how pre-orders work.

How do pre-orders work?

Some pieces are listed as pre-order while we wait for stock to arrive. When you place a pre-order, your card is not charged at checkout — we securely save your payment details and charge you only once your order is ready to ship. You'll receive an email in advance of any charge, and you can update your payment method any time before then.

Is personalisation available?

Select pieces offer personalisation — check the individual product page to see if this is available, along with details on wording and placement.

Why does my piece look different from the photos?

Every Zena piece is carved from genuine natural stone. Veining, tone and pattern vary from piece to piece — this is a feature of natural material, not a fault. Your piece will be unique to you.

How do I care for my piece?

Wipe clean with a soft, dry cloth. Avoid prolonged contact with liquids, oils, or acidic products, which can mark natural stone over time.

What's your returns policy?

Unused, in-stock items may be returned within 14 days of delivery. Pre-order and personalised items are final sale, except in the case of a fault or damage on arrival — contact us and we'll sort it out.

What payment methods do you accept?

We accept all major credit and debit cards. Some payment methods (such as Shop Pay, Apple Pay, and Google Pay) may not be available on pre-order items due to how deferred payments work.

Still have a question?

Reach out via our Contact page — we're happy to help.