Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at zenoraluxurystore@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at zenoraluxurystore@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at zenoraluxurystore@gmail.com.
At Zenora Premium Jewellery, your satisfaction is our priority. If you're not completely happy with your purchase, we're here to help.
Returns
We accept returns within 7 days of the delivery date.
To be eligible for a return:
The item must be unused, unworn, and in its original condition.
All original packaging, tags, and accessories must be included.
Proof of purchase or the order confirmation is required.
Non-Returnable Items
The following items cannot be returned or exchanged:
Earrings (for hygiene reasons)
Personalized or custom-made jewellery
Gift cards
Items marked as Final Sale or Clearance
Products damaged due to misuse, improper care, or normal wear and tear
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with:
Your order number
Photos of the product and packaging
We will review your request and arrange a replacement or refund if approved.
Refunds
Once we receive and inspect your returned item, we will notify you of the status of your refund.
If approved:
Refunds will be processed to your original payment method within 5–10 business days.
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
Exchanges
We only replace items that are defective, damaged, or incorrect. If you need an exchange, please contact us with your order details.
Return Shipping
If the return is due to a damaged, defective, or incorrect product, Zenora Premium Jewellery will cover the return shipping cost.
For returns due to a change of mind, the customer is responsible for return shipping charges unless otherwise stated.
Order Cancellation
Orders may be cancelled before they are shipped. Once an order has been dispatched, it cannot be cancelled and must follow the return process after delivery, if eligible.
Contact Us
If you have any questions about our Return & Refund Policy, please contact our customer support team with your order number, and we'll be happy to assist you.