If something has gone wrong with your Zenvy order, your account, your data, or your experience with us, this page explains how to raise it and what to expect.
How to make a complaint
The fastest route is email. Send the details to complaints@zenvy-beauty.com with:
- Your order number, if applicable
- The date and time of the issue
- What happened
- What you'd like us to do about it
- Photos if relevant (e.g. damaged packaging, wrong product)
You can also write to us by post — see contact details at the foot of this page.
What you can expect from us
- Acknowledgement within 2 working days — confirming we've received your complaint and giving you a reference number.
- Investigation within 14 days — we'll look into what happened, talk to the people involved, and check our records. If we need more time, we'll tell you why and give you a new date.
- Outcome — we'll write back with what we found, what we're doing about it, and what (if any) compensation or remedy applies.
If you're not satisfied with our response
If you've had our final response and you're still not happy, you have several routes:
- Escalate within Zenvy — reply to our final response and ask for the case to be reviewed by the founder. We commit to a personal review within 7 working days.
- Online dispute resolution — if you're an EU consumer, the European Commission's ODR platform is at ec.europa.eu/consumers/odr.
- UK alternative dispute resolution — UK consumers can use a certified ADR provider. We don't currently subscribe to a specific scheme but will engage with any ADR request raised by a UK consumer.
- Citizens Advice — for general consumer rights advice in the UK, contact Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.
Specific types of complaint
Damaged or wrong items
Email support@zenvy-beauty.com within 14 days of receiving your order with a photo. We'll arrange a replacement or refund — usually within 48 hours.
Late or missing delivery
If your order is more than 2 working days past its expected delivery date, email support@zenvy-beauty.com. We'll investigate with the courier and either resend or refund.
Marketing email you didn't sign up for
Use the unsubscribe link in any marketing email — it's instant. If you continue to receive email after unsubscribing, email privacy@zenvy-beauty.com and we'll investigate. This is also covered by our GDPR Policy.
Data privacy concerns
For anything related to your personal data — access requests, deletion requests, data shared in error — email privacy@zenvy-beauty.com. You also have the right to complain directly to the Information Commissioner's Office at ico.org.uk.
Discrimination, harassment, or breach of our values
For concerns about how a member of our team or a supplier has behaved, email ethics@zenvy-beauty.com. These reports go straight to the founder.
Our commitment
We treat every complaint as a chance to fix something. We don't gaslight customers, we don't blame couriers when the issue was ours, and we don't make people fight to be heard. If we got it wrong, we'll say so.
Review
This policy is reviewed every 12 months. Last reviewed: May 2026.