Returns & Exchanges

Return & Exchange Policy
We really hope you love your new jewellery item, however, if you are not entirely satisfied with your purchase, we are here to help.

Returns
If you would like to arrange a return and refund, please contact us at info@zai-jewellery.com stating your order number. You will have 7 calendar days to return an item from the date you received it. This applies to both domestic and international orders. If you are returning an item from outside the UK, please declare it is a return/unwanted goods on the customs declaration form. To be eligible for a refund all returned items must be sent back to us unopened, unused, in their original box and condition. Please note that returning an item is at the customer’s expense, it is advised you send back the item via tracked delivery as we are not liable for any items lost by the mail carrier.

Once we have received your returned item, we will inspect it and notify you that we have received your returned item and the status of your refund. If your return is approved, we will initiate a refund to your credit card (or original method of payment). The cost of shipping will be deducted from your refund even though we offer free UK shipping, we incurred the cost to ship your order which will be deducted. You will receive the credit within 14 working days, depending on your card issuer's policies.

Due to hygiene reasons, we are unable to offer a refund or exchange on earrings purchased.

Custom, made to order & ZÁI fine jewellery items are not eligible for a return or refund and cannot be cancelled once the order has been placed.

We do not accept returns on items where you have used a discount code or if it has been discounted / included in a sale. Discounted & sale items cannot be returned and are non-refundable. 

Exchanges
If you would like to exchange your item please contact us at info@zai-jewellery.com stating your order number, the item and size you require. You will have 7 calendar days to return an item from the date you received it. This applies to both domestic and international orders. If you are returning an item from outside the UK, please declare it is a return/unwanted goods on the customs declaration form. To be eligible for an exchange all returned items must be sent back to us unopened, unused, in their original box and condition. Please note that returning an item for an exchange is at the customer’s expense, it is advised you send back the item via tracked delivery as we are not liable for any items lost by the mail carrier.

Once we have received your returned item, we will inspect it and notify you that we have received your returned item and confirm it is approved for an exchange. Your exchange will only be accepted if it is the same item and price as your original order. We will then package and ship your new item within 3 working days.

In the unlikely event your items arrive incorrectly please contact us via email within 7 calendar days. We are not responsible for any damage/defect during the shipping process and will not return or refund any of these items. 

If you have any questions in regards to our return & exchange policy, please contact us via email and we will be more than happy to help.

We reserve the right to refuse a refund or exchange. By purchasing from www.zai-jewellery.com you accept and agree these terms and service.