Returns & Refund Policy

At Zen Jewellery, we want you to be happy with your purchase. If you're not completely satisfied, we're here to help.

Returns

We accept returns within 7 days of you receiving your order.

To be eligible for a return, your item must be:

• Unworn and unused.
• In its original condition.
• Returned in its original packaging.
• Accompanied by proof of purchase or your order confirmation.

To request a return, please get in touch with us at zen.jewellery@outlook.com within 7 days of receiving your order.

Please contact us before returning any item so that we can provide you with the correct return address and return instructions. Returns sent without prior authorisation may not be accepted.

Return Postage

Customers are responsible for the cost of returning items unless the item is faulty, damaged, or sent in error.

We recommend using a tracked postal service, as we cannot be responsible for returns lost in transit.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives. If your item is damaged, faulty, or you have received the wrong item, please contact us immediately at zen.jewellery@outlook.com with your order number and photographs of the issue. We will assess the situation and arrange an appropriate solution.

Non-Returnable Items

The following items cannot be returned:

• Personalised or custom-made jewellery.
• Earrings, for hygiene reasons (unless faulty).
• Sale or clearance items.
• Gift cards.

If you are unsure whether your item is eligible for return, please contact us before sending it back.

Exchanges

We do not offer direct exchanges.

If you would like a different item, please return your original purchase (if eligible), and once your return has been approved, place a new order through our website.

European Union 14-Day Cooling-Off Period

If your order is delivered to a country within the European Union, you have the legal right to cancel or return your order within 14 days of receiving it, without giving any reason.

To qualify, the item must be unused, unworn, in its original condition and packaging, and accompanied by proof of purchase.

Please note that unless the item is faulty or incorrect, customers are responsible for the cost of returning the goods.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 10 business days. Please note that your bank or card provider may take additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at zen.jewellery@outlook.com.