Question 1

How long does delivery take, and how much does it cost?

Accepted Answer

Standard shipping takes 3–7 business days in total and is completely free on every order, to every destination we deliver to — no minimum spend required. Handling takes 0–2 business days and transit takes 3–5 business days. Orders placed by 15:00 CET Monday to Friday enter the handling window that day.

Question 2

What are your business hours?

Accepted Answer

Our team is available Monday to Friday, 9:00–18:00 CET, excluding Dutch public holidays. Orders and messages received outside these hours are handled on the next business day.

Question 3

Which countries do you ship to?

Accepted Answer

We deliver to the Netherlands and to the rest of the European Union plus a few neighbouring countries (Switzerland, Norway, United Kingdom) with our own courier service, DnD3D Courier. If our courier cannot cover the route, we use DHL or DPD. Shipping is free to every one of these destinations.

Question 4

Can I track my order?

Accepted Answer

Yes. You'll receive an email with a tracking number once your order ships, and you can follow every order from payment to delivery on our order tracking page.

Question 5

What is your return policy?

Accepted Answer

As a consumer in the EU you have a statutory right to withdraw within 14 days of receiving the goods, without giving a reason. We voluntarily extend this to 30 days. We accept returns of both non-defective and defective products. Items must be new and returned in their original condition and packaging. Exchanges are not accepted. Once we receive and inspect the return, we refund your original payment method within 7 working days.

Question 6

Who pays for return shipping?

Accepted Answer

Return shipping is free for accepted returns, including non-defective and defective products. We provide a return label to download and print, and there is no restocking fee. If an item arrives damaged or faulty, contact us within 48 hours with photos and we will arrange a free replacement or return.

Question 7

Do you offer a warranty?

Accepted Answer

Every machine we sell is covered by the EU statutory 2-year consumer guarantee against defects. Many manufacturers also provide their own additional warranty. Our support team helps arrange any repair or replacement.

Question 8

What payment methods do you accept?

Accepted Answer

Visa, Mastercard and interest-free instalments. Card payments open ZEN.COM's secure payment page. Details are on our payment methods page.

Question 9

How do interest-free instalments work?

Accepted Answer

For orders of €1,000 or more, the order is split into four equal payments over two months, with no interest and no fees.

Question 10

Are prices shown with VAT?

Accepted Answer

Yes. All prices are shown in euro (EUR) and include statutory VAT where applicable.

Question 11

Do your printers come fully assembled?

Accepted Answer

It depends on the model — most Bambu Lab and Prusa machines ship fully assembled, while some kits require light assembly. Each product page states exactly what's included.

Question 12

How can I contact support?

Accepted Answer

Use our contact form or live chat — we reply within 48 hours, Monday to Friday, 9:00–18:00 CET.

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