How long does shipping take?
Orders are processed within 3 business days. West Malaysia: 3–5 business days after dispatch. East Malaysia (Sabah & Sarawak): 5–8 business days after dispatch. International: 7–21 business days, depending on courier and customs clearance.
Do you offer express shipping?
Yes, for KL & Selangor customers. Please contact us for express delivery (weekdays 9am–5:30pm, excluding public holidays). Fees are fully borne by customers. Orders will only be processed once confirmed. Delivery time depends on your location. Note: Zense Naturale is not responsible for courier delays, customs clearance, or circumstances beyond our control. If a parcel is returned due to incorrect address or failure to collect, reshipping fees will be borne by the customer.
Do you ship internationally?
Yes, to selected countries. International shipping usually takes 7–21 business days, depending on courier and customs clearance. Please contact us for further information. Orders will only be processed once confirmed. Fees are fully borne by customers. Note: Zense Naturale is not responsible for courier delays, customs clearance, or circumstances beyond our control. If a parcel is returned due to incorrect address or failure to collect, reshipping fees will be borne by the customer.
Can I change or cancel my order after it’s placed?
Orders cannot be canceled once payment is confirmed. Cancellation is only possible if an item is out of stock and requires restocking. Requests must be made within 3 days of order placement.
What should I do if I receive a damaged or missing item?
Please contact us within 3 days of receiving your order with clear photo evidence. We will arrange a replacement or refund.
Do I need an account to shop?
Yes. By creating an account, you can earn points, collect exclusive vouchers, and enjoy member-only benefits with every purchase.
How do I reset my password?
Click “Forgot Password” on the login page and follow the instructions to reset securely.
Do you offer discounts or loyalty rewards?
Yes! Our membership program offers exclusive discounts, birthday treats, and early access to new collections.
Are your essential oils 100% pure?
Yes. All our oils are 100% pure, natural, and tested for quality, authenticity, and safety.
Are your products safe for sensitive skin?
Our blends are pre-diluted for safe use and are generally gentler than many chemical-based skincare products. However, since everyone’s skin is unique, we recommend a patch test (e.g., behind the ear) before applying more widely.
Can pregnant or breastfeeding women use essential oils?
We recommend consulting your healthcare professional first, as some oils may not be suitable during pregnancy or breastfeeding.
Can I use essential oils on children?
Yes, with care. Our blends may help with relaxation, mild congestion, or general comfort. However, essential oils are not medicines and should never replace medical care. For children under 2 years old, we do not recommend use. Always perform a patch test and consult a healthcare provider if unsure.
How should I store essential oils?
Store in a cool, dry place away from direct sunlight and heat. Keep bottles tightly closed when not in use.
Do you offer wholesale or bulk purchase options?
Yes. We welcome wholesale and business partnership enquiries. Please contact us directly for details.
Are essential oils safe for pets?
Pets, especially cats and dogs, can be sensitive to essential oils. We do not recommend direct application on pets. If diffusing at home, ensure proper ventilation and allow pets to leave the room if they wish. Always consult a veterinarian before using oils around animals.
