Returns &
Refunds

At Zivora Jewels, we want you to feel confident about every order. You may request a standard return for an eligible item within 14 days of receiving it, subject to applicable law.

For a standard return, the following conditions normally apply:

• Contact our support team within the 14-day return window.
• The jewelry is unused, unaltered, and in its original condition.
• Include its original packaging and accessories wherever reasonably possible.
• The item has not been damaged through use or handling after delivery.
• The return meets any applicable, lawfully disclosed eligibility requirements.

Faulty, damaged, incorrect, or misdescribed products may qualify for a refund, replacement, or other remedy under consumer law, even when the standard return conditions above do not apply. Nothing in this policy limits your mandatory legal rights.

Certain jewelry may be excluded from voluntary or change-of-mind returns, but only where a valid exception is permitted by applicable law and any required disclosures have been made.

• Products that have been worn, altered, or damaged after delivery beyond normal inspection.
• Personalized, engraved, custom-made, or made-to-order items when a lawful exception applies.
• Products covered by a lawful hygiene-related exception, which may include certain earrings where permitted.
• Clearly designated final-sale or discounted items, only where a lawful return exception applies.
• Items with missing pieces or significant condition changes affecting eligibility for a standard return.
• Products damaged due to misuse, improper storage, or unauthorized alterations.

Need to return an eligible order? Start by contacting our customer care team through our Contact Us page. Please contact us before posting a standard return so we can share the correct instructions and return address.

What to Include in Your Request

• Your Zivora Jewels order number.
• The product name and the item you would like to return.
• A brief explanation of the reason for your request.
• Clear photographs of the jewelry if there is visible damage, a defect, or a wrong item.
• Photographs of the packaging where they help explain the issue.

Our support team will review the information and explain the next steps, including any return shipping instructions that apply.

We aim to make the return experience clear and straightforward. The process generally involves the following stages:

Additional information may sometimes be needed to evaluate the request. Any inspection or approval process operates subject to applicable consumer law.

For a standard, eligible change-of-mind return, the customer will normally be responsible for return shipping charges, unless applicable law provides otherwise.

Return shipping costs may be covered or reimbursed where required, including when:

• The jewelry is defective or not as described.
• The item was damaged before or during delivery.
• A different item was delivered from the one ordered.
• Consumer protection rules require us to cover return transport.

We will explain any applicable shipping arrangements or reimbursement process when responding to your return request.

After a return is received and a refund is approved, we aim to process eligible refunds within the timeframe shown below, subject to applicable legal requirements.

Where applicable, refunds are normally issued to the original payment method unless another lawful arrangement has been agreed.

Any legally required refund deadline takes priority over this estimate. Your payment provider may take additional time to display the funds in your account.

To help your return move forward smoothly, please keep these points in mind:

• Contact our support team before sending a standard return.
• Return eligible jewelry in its original condition, with packaging where reasonably possible.
• Include any accessories or product components supplied with your purchase.
• Original delivery charges may be non-refundable where allowed by law.
• Damage caused by misuse, unauthorized modification, or improper handling may affect eligibility for voluntary returns.
• Custom or personalized pieces may be subject to lawful return restrictions.
• Requests involving suspected fraud may be reviewed in accordance with applicable law.

If your order arrives damaged, defective, incomplete, or different from what you purchased, please notify Zivora Jewels as soon as reasonably possible so we can investigate.

Information That Helps Us Assist

• Your order number and the name of the affected item.
• Photographs showing the jewelry and the issue.
• Images of protective packaging or the delivery parcel if relevant.
• A brief description of the damage, defect, or incorrect item.

Depending on the circumstances and applicable law, an appropriate outcome may include a refund, replacement, repair, or another required remedy.

Prompt reporting makes it easier to examine delivery-related problems, but delays in reporting do not automatically cancel your statutory rights.

Whether you have a question about return eligibility, a refund status, or a piece of jewelry that did not arrive as expected, our team is here to assist you.