Welcome to Zoe’s Beauty Lounge & Spa (“Zoe’s”, “we”, “our”, “us”).
This policy explains how we handle shipping & delivery for products, and our refund & exchange rules for both in-spa services and retail products purchased through our website or at our location.
1) Company Details & Contact
Legal Name: Zoe’s Beauty Lounge and Spa
Address: A’ali, Kingdom of Bahrain
Working Hours: 10:00 AM – 8:00 PM (Closed on Mondays)
Phone: 17666988 | 34555066
Email: info@zoes.bh
This page forms part of our overall Terms & Conditions and should be read together with our Privacy Policy.
2) Scope
This policy applies to:
In-spa services (e.g., Nails, Mani & Pedi, Kids Spa, Nail Art, Enhancement, Lashes & Brows, Massage, Packages).
Retail products purchased online from our Shop page or in-store at Zoe’s.
3) Shipping & Delivery (Retail Products)
3.1 Areas We Serve
We currently deliver within the Kingdom of Bahrain.
International shipping is not available at this time.
3.2 Processing Times
Orders are typically processed within 1–2 business days (Sun–Thu, excluding public holidays).
Orders placed after 4:00 PM are processed the next business day.
3.3 Delivery Timeframes
Standard delivery within Bahrain usually takes 1–3 business days after processing.
Remote areas may require additional time.
3.4 Shipping Fees
Shipping fees (if any) are shown at checkout before you confirm payment.
Any promotional free shipping offers will be clearly stated on the website.
3.5 Tracking & Delivery Attempts
We may provide order updates by SMS/phone/email.
If a delivery attempt fails due to an incorrect address or unavailability, re-delivery may incur additional fees.
3.6 Unable to Deliver / Order Refusal
If an order is refused or undeliverable, we may cancel the order and deduct shipping and handling fees from any eligible refund.
3.7 Damaged or Missing Items
If your parcel arrives damaged or items are missing, contact us within 48 hours of delivery with your order number and clear photos of the packaging and products. We’ll investigate and resolve promptly.
4) Click & Collect (Store Pickup)
You may request in-store pickup from our A’ali location when available.
Please wait for our confirmation that your order is ready for pickup before visiting.
Bring a valid ID and your order confirmation.
5) Refunds & Exchanges — Retail Products
5.1 Eligibility
We accept returns/exchanges within 7 days of delivery/purchase for unused, unopened products in their original, sealed packaging with proof of purchase.
Non-returnable items include: opened or used cosmetics/beauty products, items without original packaging, gift cards, and items marked final sale.
5.2 Defective or Wrong Items
If you received a defective, damaged, or incorrect item, contact us within 7 days.
We will offer a replacement or refund after inspection/verification.
5.3 Condition & Inspection
Returned products must be in resellable condition. We reserve the right to refuse returns that do not meet these criteria.
5.4 Return Process
Contact us at 17666988 or 34555066 (or email info@zoes.bh
) with your order number and reason for return.
We’ll provide return instructions and, if applicable, a return authorization.
Once we receive and inspect the item(s), we’ll confirm approval or rejection of the refund/exchange.
5.5 Refund Method & Timeline
Approved refunds are issued to the original payment method only.
Please allow 7–14 business days for the refund to appear, depending on your bank/payment provider.
5.6 Fees
Shipping/handling fees are non-refundable unless the return is due to our error (defective/incorrect item).
If a prepaid return label is not provided, you are responsible for return shipping costs.
6) Appointments: Cancellations, Rescheduling & No-Shows (Services)
6.1 Booking Confirmation
Appointments may require a deposit to confirm your booking, especially during peak times or for longer services/packages.
6.2 Rescheduling
You may reschedule once without penalty if you notify us at least 12 hours before the appointment time and subject to availability.
6.3 Cancellations
12+ hours’ notice: No penalty; deposit (if any) is kept as credit or refunded per your request.
Less than 12 hours’ notice: We may charge up to 50% of the service value or forfeit the deposit, to cover allocated staff time.
No-show: We may charge up to 100% of the service value or forfeit the deposit.
6.4 Late Arrivals
Late arrivals may shorten your service time to avoid delays for the next guest. If you are more than 15 minutes late, your appointment may be treated as a no-show at our discretion.
6.5 Service Quality Concerns
If you are not satisfied, please inform us before leaving the spa or within 24 hours.
At our discretion, we may offer a touch-up or service redo within a reasonable time frame.
Refunds for services already rendered are generally not provided, but we will do our best to make it right.
7) Gift Cards & Packages
Gift cards and prepaid packages are non-refundable and non-transferable once purchased, unless required by law.
Expiry and usage terms (if any) will be stated on the card/package at time of purchase.
8) Promotions & Discounts
Promotional codes cannot be combined unless explicitly stated.
Promotions may be withdrawn or changed at any time.
If a refund is issued for a promotional purchase, the refunded amount will reflect the discounted price paid.
9) Chargebacks & Disputes
If you have any concerns about your order or service, please contact us first so we can assist.
Initiating a bank dispute without contacting us may delay resolution. We’re committed to resolving issues quickly and fairly.
10) Amendments
We may update this policy from time to time. Changes take effect upon posting on our website.
Your continued use of our services constitutes acceptance of the updated policy.
11) How to Reach Us
For any questions regarding this policy or your order/appointment:
Phone: 17666988 | 34555066
Hours: 10:00 AM – 8:00 PM (Closed on Mondays)
Address: A’ali, Kingdom of Bahrain
Email: info@zoes.bh
