Help and Support

Delivery support

  • How can I track my delivery?
    • Login to your account via www.madebyzen.com/account and click on order history. Alternatively, you will be forwarded an email with your delivery information about your order.

      If your order is delayed for over 5 days, please contact our customer services team at [email protected] You will need to quote your order number.

      Lost/damaged during transit.
  • Why has my order been cancelled?
    • If you have not asked us to and your order is cancelled, this means we are out of stock. Please accept our apologies if this is the case. We are unable to contact you individually to notify you of this. Refunds will be processed via original method of payment.
  • To return a faulty or damaged product
    • We're really sorry that you have received a faulty or damaged product, please do get in touch with us at MADE BY ZEN on 0161 2573644 or via email [email protected] and our lovely team will be happy to assist you. We will require your order number and details of the issue, we may also request to see photos or videos to enable us to process a refund or exchange.
  • I'd like to return my order
    • We're sorry to hear that you want to return your order. As long as the product is in it's original packaging, unused and purchased within 28 days we would be more than happy to receive your return. Please contact us on 0161 2573644 or via email at [email protected] and we can help you here. Please note all returns are subject to passing quality control inspections before a refund is issued.
  • How long will the refund take?
    • Once we have received the goods, we will assess the product and notify you within 14 working days where your refund claim will be processed within 5 working days from receiving a notification from us.
  • How can I exchange a product?
    • Please contact customer services at [email protected] /tel: 0161 257 3644, please ensure you have your order number to hand.

      If you would like to exchange your product, please ensure you refer to the ‘conditions of returning my goods’ section.

      If an additional payment is required, you will need your debit/credit card ready.

      Once your product has been returned to us, we will despatch your goods accordingly.
  • Problems with my order?
    • Please contact customer services at [email protected] /tel: 0161 257 3644, please ensure you have your order number to hand.

Customer Service support

  • Is it safe around pets and children?
    • As there is no heat source the diffusers are safe to use around both children and pets. They are simply just filled with cold tap water and a few drops of fragrance/essential oils.

      They are also safe to leave on as all diffusers have an auto shut off feature.
  • Are your Oils pure essential oils and 100% natural?
    • Our signature home fragrance oils contain beautifully blended fragrances, in a completely 100% natural base. To replicate those beautiful notes you find in fragrance oils, these aren't natural.

      The 100% pure essential oil single notes are expertly sourced and bottled with care in the UK, they are 100% pure, natural, vegan & cruelty free.

      Our Purity Oils contain blends of fragrance oils with the added benefit of essential oils. To achieve the beautiful fragrance notes these oils are not natural, however the essential oils are 100% pure and natural.

      Our Super Blends contain pure blends of essential oils and are 100% natural, vegan and cruelty free, bottled in the UK.
  • Do your oils/aroma diffusers provide any medical advantages?
    • Some of our customers have reported that they have found breathing or dryness of skin to improve whilst using an aroma diffuser, however there are no medical studies to back this up therefore we CANNOT make any medical claims.
  • How long do the Reed Diffusers last for?
    • They can last between 3-4 months depending on where they are located. If they are close to a heater this could quickly dry out the reed diffuser.
  • Are your products easily recyclable? Are they easier to recycle than other products? Can diffusers be returned to you for recycling?
    • We do subscribe to the WEEE Regulations: we pay a subscription for the waste we create as the adaptor and aroma diffuser section cannot be disposed in the normal waste stream: In accordance to WEEE Directive (Waste from Electrical and Electronic Equipment Directive) 2012/19/EU this equipment should not be disposed of in the normal waste stream.
  • Do your aroma diffusers heat the water?
    • The water does not heat up inside, however the water will become warm after several hours use.

      Factors that affect the temperature of the water include; room temperature, the heat of the water placed in the unit and the electric current that is running through it. It is perfectly normal for the water temp to increase over time. Especially if it has been running all day. The water should not exceed 30-40°c
  • How do I collect and use Calm Coins?
    • Calm Coins allow you to earn rewards whilst you spend! Receive even more Calm in every purchase. To earn coins you need to make sure you have an account created on our website.

      You will receive 1 Calm Coin for every £1 spent. Each Calm Coin is worth 3p, meaning for every £100 you spend on our website, you will be rewarded £3 worth of Calm Coins! To get you started, we'll give you 100 Calm Coins in your account when you register. All existing accounts will be awarded 100 calm coins.

      You can view your Calm Coin history and current rewards through accessing your account on our website.

      Calm Coins have no monetary value and can only be redeemed for purchases on madebyzen.com.
  • How do I dispose of my aroma diffuser at the end of its life?
    • WEEE – Waste Electrical and Electronic Equipment
      We take our duty to help our environment seriously. When we design, manufacture and distribute our electronic products, our responsibility goes beyond this to when they reach the end of their lives. To ensure electrical items are disposed of in an environmentally friendly way, we advocate the European Union's WEEE (Waste Electrical and Electronic Equipment) directive.

      What is the WEEE directive?
      The WEEE (Waste Electrical and Electronic Equipment) directive is a European Union initiative that designates the safe and responsible collection, recycling and recovery of all types of electric and electronic waste. It covers any equipment with a plug or a battery.

      What does the WEEE directive mean?
      The WEEE directive imposes obligations to minimise the impact of electrical and electronic goods on the environment. It requires a high level of collection (including separate collection) of WEEE for treatment, recovery and environmentally sound disposal, so that the amount of WEEE going into landfill is dramatically reduced.

      Why adhere to the WEEE directive?
      Each of us will throw away approximately 3.3 tonnes of electrical goods throughout our lifetime. To preserve our environment, we need to look at ways of becoming more sustainable.

      What is Made by Zen doing about this?
      We are committed to the safe recovery of WEEE we produce and are part of a compliance scheme which helps us achieve the WEEE objectives. If you purchase a Made by Zen electrical product directly from us, we can collect and recycle it for you at the end of its life.

      What do you have to do?
      Nothing at the moment. But when the time comes to replace your old electrical equipment, you can take it to a designated collection facility (DCF) in your area for recycling. Visit https://www.recyclenow.com/local-recycling to find your nearest DCF.

      The crossed-out wheelie bin symbol
      Electrical and Electronic Equipment that was made after 13th August 2005 should display this symbol on the packaging or product. Do not dispose of the product in the general waste stream. Either send the product to be repaired and reused or recycle it at your nearest recycling centre.