Frequently Asked Questions

Q: I forgot my user ID / Password.

Your user ID is the Email address you used to register your account. Check your inbox for our automated registration email sent to you after registration. Search for the title [Thank you for registering with Zen Collection online store].

If you forgot your password, go to the password re-issue page, enter your Email address and press the [Submit] button. A new password will be re-issued and sent to your Email address. After login please don't forget to change your password.

Q: How do I confirm / edit my account information?

Log in to your account and click [Edit Account Details] in the left column.

Q: How do I track my order?

Log in to your account and click [Order History] to check the status of your order. After your order is shipped, we will send you an Email informing you of your tracking number. Use the EMS tracking service to see where your package is.

Q: My credit card is not accepted.

After entering your card information and clicking the [Order Confirmation] button, if your card is not accepted, an error message will be displayed.

If you selected [Credit Card] as your method of payment, VISA and MASTER CARD is accepted. If your credit card is not one of the two, try choosing PayPal as your method of payment. PayPal accepts more types of credit cards. You can pay through PayPal even if you do not have a PayPal account.

Q: I didn't receive an email after I completed my order.

Check your junk Email/spam folder for our order confirmation email. If you cannot find our order confirmation email, please contact us. Your order process may not have completed successfully.

Q: I made a mistake, I want to cancel my order.

Contact us by email immediately after your order. Depending on your payment method, we may be able to cancel your order and payment.

Q: Why was my order cancelled?

We may cancel orders for the following reasons.
- If we could not accept your credit card.
- If the order process was not completed successfully.
- If we could not contact you.
- If there were import restrictions to your country.

Q: I have a question regarding a product.

If you are looking at the product's detail page, press the [Contact Us] button. A form will be displayed with the product's name and URL showing in the message box. Enter your name, Email address and your question. Press the [Submit] button. If you wish to receive a copy of your inquiry, check the Receive a copy box. We will get back to you within a day or two.

If you are looking at other pages, click the [Contact Us] in the footer area.

Q: Do you have wrapping service?

We normally do not provide gift wrapping.