Shipping policy
Last updated: 10 August 2026
Zeneuf is a trading name of MADAME RETAIL PTE. LTD., a company incorporated in the Republic of Singapore under the Companies Act 1967, Company Registration No. (UEN) 202609564K. Every order is packed and dispatched from Singapore.
This page tells you where we ship, what it costs, how long it takes, and who pays the duties. If anything here is unclear, email hello@zeneuf.com before you order and we will answer within one business day.
At a glance
| Where we ship | Singapore and the United States |
| Order processing | Within 1 business day |
| Singapore | S$3.50 · free on orders S$89 and over · 5–6 business days in transit |
| United States — Standard | US$5.99 · free on orders US$89 and over · 5–8 business days in transit |
| United States — Express | US$12.95 · 4–6 business days in transit |
| Duties & import taxes | Fully prepaid by Zeneuf (DDP). You pay nothing on delivery. |
| Tracking | Emailed to you the moment your parcel is dispatched |
1. Where we ship
We currently ship to Singapore and the United States only.
We do not yet ship to any other country. If you are elsewhere and would like to order, email hello@zeneuf.com — we will tell you honestly whether we can help, rather than take an order we cannot fulfil.
Within the United States we deliver to all 50 states, the District of Columbia, and APO/FPO/DPO military addresses. We cannot deliver to PO Boxes on Express, because that service requires a signature at a street address; Standard delivery to a PO Box is fine.
2. Order processing time
We pack and dispatch orders within 1 business day of receiving them.
Business days are Monday to Friday, excluding Singapore public holidays. An order placed on a Saturday, Sunday or public holiday is processed on the next business day.
Two things can add a day or two, and we will email you if either applies to your order:
- Payment or address verification. If your billing and delivery addresses do not match, or our payment provider flags the order, we confirm with you before dispatching.
- Certificate requests. If you asked for an independent lab report with your piece, we wait for the report before shipping.
You will receive a dispatch email with a tracking number as soon as your parcel leaves us.
3. Shipping options, costs and delivery times
Delivery time = processing time + transit time. The transit windows below are the carrier's estimates and begin the day after dispatch.
Singapore
| Service | Cost | Transit | Total time from order |
|---|---|---|---|
| Standard | S$3.50 — free on orders of S$89 and over | 5–6 business days | 6–7 business days |
United States
| Service | Cost | Transit | Total time from order |
|---|---|---|---|
| Standard | US$5.99 — free on orders of US$89 and over | 5–8 business days | 6–9 business days |
| Express | US$12.95 | 4–6 business days | 5–7 business days |
Prices are shown and charged in US Dollars (USD) for orders delivered to the United States, and in Singapore Dollars (SGD) for orders delivered within Singapore. The shipping cost that applies to your order is calculated and displayed at checkout before you pay — you will never be charged a shipping amount you have not seen.
How the free shipping threshold is calculated: on the merchandise subtotal after any discount codes are applied, and before shipping. If you return part of an order and the remaining items fall below the threshold, the shipping we absorbed is deducted from your refund — see our Return & Refund Policy.
4. Duties, import taxes and customs — you pay nothing
All Zeneuf orders ship DDP (Delivered Duty Paid). We prepay every import duty, customs charge and import tax before your parcel enters your country.
You will not be asked for any payment on delivery. No customs invoice, no broker fee, no surprise bill from the carrier. The total you see at checkout is the total you pay.
If a carrier ever contacts you asking for duties or fees on a Zeneuf order, do not pay it. Forward the message to hello@zeneuf.com and we will resolve it directly with the carrier and reimburse you if you have already paid.
Taxes. The price shown against each piece is the price you pay for it. MADAME RETAIL PTE. LTD. is not currently registered for Goods and Services Tax (GST) in Singapore, so no GST is charged on orders delivered within Singapore. For deliveries to the United States, any state or local sales tax we are required to collect is calculated and shown separately at checkout before you pay, so you always see the full total before confirming.
5. Tracking your order
Every order ships with tracking. You will receive:
- An order confirmation email immediately after you pay.
- A dispatch email with your tracking number and a tracking link, sent when the parcel leaves us — usually within 1 business day.
You can also see the status of every order, and the tracking link, by signing in at account.zeneuf.com with the email address you used to order.
Tracking can take up to 24 hours to show its first scan after you receive the number. If your tracking has not updated for 5 business days, email hello@zeneuf.com with your order number and we will open an enquiry with the carrier.
6. Delivery
Our carriers do not require a signature for Standard delivery unless local rules say otherwise. Express deliveries may require a signature at a street address.
If nobody is available, the carrier will normally leave the parcel in a safe place, with a neighbour, or at a local collection point, and leave a card telling you where. Carriers typically hold an undelivered parcel for 5 to 10 days before returning it to us. Please collect it within that time.
Multiple items may arrive separately. If your order contains pieces held at different locations, we may ship them in more than one parcel, at no extra cost to you. Each parcel gets its own tracking number.
7. When something goes wrong
If your address was wrong. Please check your delivery address carefully before you pay. If you spot a mistake, email hello@zeneuf.com immediately with "ADDRESS" and your order number — if the parcel has not yet been dispatched we will correct it free of charge. Once a parcel has shipped we cannot change the address. If it is returned to us because the address was incomplete or incorrect, we will refund the items but not the original shipping, and you will need to pay shipping again for a re-send.
If your parcel is refused or unclaimed. A parcel refused at the door, or left uncollected at a pickup point until the carrier returns it to us, is refunded for the items only. The original shipping and the duties we prepaid are not refundable, because they have already been spent.
If your parcel is delayed. Carrier estimates are estimates. Weather, customs inspections, public holidays and peak season can all add days. A delayed parcel is not a lost parcel — but if yours is more than 5 business days past the top of its estimated window, contact us and we will chase it.
If your parcel is lost. If tracking shows no movement for 10 business days, or shows "delivered" but nothing reached you, contact us. We open an investigation with the carrier. If the parcel is confirmed lost, you get a replacement or a full refund including shipping, at your choice, at no cost to you. Please contact us within 30 days of the expected delivery date so the carrier claim window is still open.
If your parcel arrives damaged. Photograph the item and the packaging before you do anything else, and email us within 14 days of delivery. Full details are in our Return & Refund Policy.
8. Changing or cancelling an order
We dispatch fast, so contact us the same day if you can.
You can cancel an order yourself at account.zeneuf.com for as long as it has not been dispatched, or email hello@zeneuf.com with "CANCEL" and your order number. Once a parcel has been handed to the carrier we cannot recall it — wait for it to arrive and return it under our Return & Refund Policy, which gives you 90 days.
9. Returns
Every order can be returned within 90 days of delivery, with no restocking fee. Return shipping on change-of-mind returns is paid by you; we pay it when an item is faulty, damaged or incorrect. Full details are in our Return & Refund Policy.
10. Contact us
We answer every message within one business day, usually sooner.
MADAME RETAIL PTE. LTD. Trading as Zeneuf · zeneuf.com Company Registration No. (UEN): 202609564K Incorporated in the Republic of Singapore under the Companies Act 1967
Email: hello@zeneuf.com Phone / WhatsApp: +65 8240 0067 Registered office: 160 Robinson Road, #14-04 Singapore Business Federation Center, Singapore 068914 Customer service hours: Monday to Friday, 9:00–18:00 Central European Time (CET/CEST)
Please note: our Robinson Road address is our registered office. It is not a shop and it is not our returns address — please request a return first and we will email you the correct address.