FAQ

WELCOME TO ZEN Jewellery 

Here you'll find answers to some of our most frequently asked questions about our jewellery, materials, orders, delivery and returns.

If you can't find the answer you're looking for, please Contact Us — we're always happy to help.

 ABOUT OUR JEWELLERY

Are your gemstones genuine and natural?

Yes. We use carefully selected genuine natural gemstones in many of our designs, along with freshwater pearls, Austrian crystals and other quality materials.

Because natural gemstones are formed by nature, each stone can have its own colour, pattern, texture and markings. This means your jewellery may look slightly different from the photographs, making every piece beautifully unique.

Is your jewellery handmade?

Yes. Our jewellery is individually handcrafted in the United Kingdom with care and attention to detail.

Small variations may occur because each piece is handmade rather than mass-produced.

Do you use sterling silver?

Selected designs are finished with genuine sterling silver components. Please check the individual product description for specific material information.

Are freshwater pearls natural?

Yes. Our freshwater pearls are genuine. As natural materials, they can vary slightly in shape, size, colour and surface character.

 

 ABOUT SIZING

Can I find the measurements of each piece?

Yes. Please check the individual product description for the available measurements, lengths and sizing information.

If you need additional measurements before ordering, please contact us, and we'll be happy to help.

Can I request a different size?

Some designs may be adjustable or available in different sizes. Please contact us before ordering,g and we'll let you know what options are available for the particular piece.

 

 ORDERS

How do I place an order?

Simply select the jewellery you would like, choose any available options and click Add to Cart. When you're ready, proceed to checkout and follow the payment instructions.

Will I receive an order confirmation?

Yes. After your order and payment have been completed, you'll receive an order confirmation by email.

Please check your spam or junk folder if you don't see it.

Can I change or cancel my order?

Please contact us as soon as possible if you need to change or cancel an order.

We will do our best to help, but once an order has been processed or dispatched, it may no longer be possible to make changes.

 

SHIPPING & DELIVERY

How quickly will my order be dispatched?

We normally process and dispatch orders within 1–3 business days.

How long does delivery take?

Our estimated delivery times are:

  • 🇬🇧 UK: FREE — 2–5 business days
  • 🇪🇺 Europe: £6 — 5–10 business days
  • 🌎 Worldwide: £12 — 7–14 business days

Delivery times are estimates and may vary.

Will I receive tracking information?

Where tracking is available, tracking information will be provided after your order has been dispatched.

Do you ship internationally?

Yes. We offer delivery to Europe and worldwide destinations.

Please note that international customers may be responsible for customs duties, import taxes, VAT or other charges imposed by their destination country.

 

 GIFTING

Is my order suitable for gifting?

Absolutely! Every order is carefully prepared and beautifully packaged, making your ZEN Jewellery purchase perfect for gifting.

Can I send an order directly to someone as a gift?

Yes. Simply enter the recipient's correct delivery address at checkout.

 

RETURNS & REFUNDS

Can I return my jewellery if I change my mind?

Yes. We accept eligible change-of-mind returns in accordance with our Refund & Returns Policy and applicable UK consumer law.

Items must generally be unworn, unused and returned in their original condition.

Who pays for return postage?

For change-of-mind returns, the customer is responsible for the return postage cost, unless otherwise required by law.

What if my jewellery arrives damaged or faulty?

Please contact us as soon as possible and provide photographs of the jewellery and packaging.

We will assess the issue and, where appropriate, arrange a repair, replacement or refund in accordance with your statutory rights.

Can I exchange an item?

We do not normally offer direct exchanges. You can return an eligible item and place a new order for the item you would prefer.

 

JEWELLERY CARE

How should I care for my jewellery?

To keep your jewellery looking beautiful, we recommend:

  • Avoiding prolonged contact with water
  • Removing jewellery before showering, swimming or exercising
  • Applying perfume, hairspray and cosmetics before putting on your jewellery
  • Keeping jewellery away from chemicals and cleaning products
  • Storing pieces separately when not being worn
  • Handling gemstones and pearls gently

Can I wear my jewellery in the shower or swimming pool?

We recommend removing your jewellery before showering, bathing or swimming.

Water, chlorine, salt water, soaps and chemicals can affect certain gemstones, pearls, metals and finishes.

 

NATURAL GEMSTONE VARIATIONS

Why does my jewellery look slightly different from the photograph?

Natural gemstones are unique.

Variations in colour, pattern, shape, texture and markings are completely normal and are part of the natural beauty of the stones.

Your jewellery may therefore differ slightly from the product photographs.

Are natural variations considered a fault?

No. Natural variations are a characteristic of genuine gemstones and are not considered defects.

 

PAYMENT & SECURITY

What payment methods do you accept?

Depending on your location and checkout, available payment methods may include:

  • Visa
  • Mastercard
  • American Express
  • Shop Pay
  • Apple Pay
  • Google Pay
  • Other secure payment methods displayed at checkout

Is my payment information secure?

Yes. Payments are processed through secure payment services provided by Shopify and our payment partners.

ZEN Jewellery does not normally store your full credit or debit card details.

 

 CUSTOMER SERVICE

How can I contact ZEN Jewellery?

You can contact us through our Contact Us page or by email:

Email: zen.jewellery@outlook.com

We aim to respond to enquiries within 1–2 business days.

 

Still Have a Question?

We'd love to hear from you.

If your question isn't answered here, please get in touch with us, and we'll be happy to help.

 

Handcrafted with Care. Inspired by Nature. Created for You. 

🇬🇧ZEN Jewellery