Refund policy

14-Day Return Policy

Each ZØY® Jewelry piece is designed to be a small work of wearable art. We hope you love your ZØY Jewelry piece. However, if something is not quite right, you may request a return within 14 days of delivery in accordance with the conditions outlined below.

Eligibility

To be eligible for a return,

  • The item must be in the same condition as received, unworn or unused, with tags attached, and in its original packaging
  • The return must include all items from the original order (complete order) or the specific item the customer wishes to return
  • All original tags must remain attached to the product. Returns will not be accepted if the tags have been removed or are not attached. If a returned item is received without its original tags, we unfortunately cannot issue a refund
  • A receipt or proof of purchase is required

Returns that do not meet these conditions may be refused or subject to deduction where permitted by law.

How to Start a Return 

To exercise your right of withdrawal or initiate a return, please submit the Withdrawal & Return Form available on our website or contact us at support@zoyjewelry.com within 14 days of delivery.

Once we receive your request, we will review the information provided. If the request is eligible and approved, return instructions will be provided.

Items sent back without prior authorization may not be accepted.

Return Shipment Requirements

  • Return shipping costs are the responsibility of the customer
  • All returns must be sent using a trackable shipping method
  • Tracking details must be shared with us within 24 hours after shipment 
    • This requirement is due to previous experiences with lost return parcels.
    • If a return is sent without tracking, or if the tracking number is not provided, and the parcel is lost, delayed, or does not arrive back to us, we are unfortunately unable to issue a refund. In such cases, the responsibility lies with the customer, as we are unable to verify the return without tracking confirmation.
  • Kindly include a note in the parcel with the order number and the customer name to accelerate the refund process
  • For returns from countries outside the EU, the parcel must be declared as “Returned Goods” or follow any equivalent instructions provided by your local carrier to help avoid additional import duties when the parcel re-enters the EU. Any import duties or customs charges caused by incorrect declaration may be deducted from the refund.

Return Authorization Validity

Once return instructions have been issued, the parcel must be dispatched within the timeframe stated in our Return & Refund Policy or within any applicable legal period.

If the parcel is not shipped within that time, the return authorization may lapse.

Requests to reopen, renew, or initiate a return after the applicable deadlines have passed may be declined.

Condition of Returned Goods

Returned items must be in original condition.

We reserve the right to refuse returns or apply deductions where items show signs of wear, damage, perfume exposure, misuse, alteration, or missing components that affects resale condition.

Complimentary Items & Gifts

If a return is requested and approved, any complimentary item(s), promotional item(s), or gift(s) included in the original order must be returned together with the purchased item(s).

If complimentary item(s) or gift(s) are not returned:
  • Their value will be deducted from the refund amount
  • The value deducted will correspond to the regular retail price of the item(s)

Missing Items & Order Discrepancies

All orders are carefully packed, checked, and dispatched according to our standard procedure.

If you believe an item is missing from your order, you must contact us within 24 hours of delivery and provide clear photographic evidence, including:

  • The packing slip
  • The outer packaging with the shipping label visible
  • The inner packaging
  • All items received, documented in both of the following formats:
    1. In the original received form, as first opened
    2. Laid out clearly, with all items visible in one image

Without sufficient documentation, we are unable to verify or process claims for missing items.

Orders reported as incomplete or disputed due to missing items cannot be returned or refunded unless the claim has been verified and approved by us.

Damages, Defects & Incorrect Items

Please inspect your order upon reception and contact us promptly if:

  • an item is defective
  • an item is damaged
  • an incorrect item was received

We will evaluate the issue and, where applicable, offer an appropriate solution in accordance with our policy.

Non-Returnable Items

Unfortunately, we do not accept returns for:

  • Sale items / clearance items (where clearly marked)
  • Gift cards

Please contact us before purchasing if you are unsure about a specific item.

Exchanges

The fastest way to receive a different item is to:

  1. Return the original item in accordance with this policy
  2. Place a new order once the return is approved

We do not offer direct exchanges.

Chargebacks & Payment Disputes

If a chargeback or payment dispute is initiated with the payment provider or card issuer, any pending refund request or return process may be suspended until the dispute has been resolved.

Customers are encouraged to contact us directly at support@zoyjewelry.com before initiating a dispute, as many issues can be resolved quickly through our customer service team.

Duplicate recovery through both refund and chargeback is not permitted.

Where a chargeback is filed after confirmed delivery and the goods have not been returned in accordance with our Return & Refund Policy, we reserve the right to submit all relevant evidence to the payment provider, including order confirmation, shipment tracking, delivery confirmation, correspondence, and policy acceptance at checkout.

Returned merchandise must be received and inspected before refunds are issued. Initiating a chargeback while retaining merchandise may be considered abuse of the payment system.

Fraudulent or abusive chargeback activity may result in refusal of future orders where permitted by law.

Refunds

Once we receive and inspect your return, we will confirm whether the refund is approved.

Approved refunds are issued to the original payment method within 10 business days, although bank processing times may vary.

Shipping charges are non-refundable unless required by law.

Excessive Returns

We reserve the right to decline returns from customers who demonstrate an unusual or excessive pattern of returns that may indicate misuse of our return policy.

Acceptance of Policy

By placing an order with ZØY Jewelry, you confirm that you have read and accepted this Return & Refund Policy. All returns and refunds are processed in accordance with this policy, subject to applicable consumer protection laws.