Returns & Exchanges

COOLING OFF PERIOD

  • Customers are legally entitled to cancel any order within 14 working days of receipt of the product and return it for a full refund, provided that the goods are returned to us in perfect condition with all original packaging.  
  • You must notify us by email at customercare@zoki-jewellery.com or by telephone on +44 (0)7309 533 353 if you are returning a product, stating the reason for your return.
  • Please note that bespoke, handmade or engraved items, including all products in the Chunky and Life Path collections, cannot be returned to Zoki Jewellery as they are customised specifically for you – therefore these pieces of jewellery or gifts cannot be returned or exchanged under any circumstances.
  • Due to hygiene reasons, Zoki Jewellery is unable to offer exchanges or refunds on earrings.

CANCELLATION

  • If you have made an error when ordering and want to cancel your order, please contact us by email at customercare@zoki-jewellery.com as soon as possible.
  • It may be too late to cancel the order, and if it is then you will need to follow the returns process detailed below.
  • Please note that you cannot cancel or return bespoke, handmade or engraved items, including all products in the Chunky and Life Path collections, as they are customised specifically for you – therefore these pieces of jewellery or gifts cannot be returned or cancelled under any circumstances.
  • All orders are subject to availability – we do our best to keep our online stock updated, but it is possible that an item goes out of stock after your order has been accepted. Should this happen then we will get in touch as soon as possible to give you a new delivery date, an alternative product or a full refund.

RETURNS POLICY

  • Zoki Jewellery will accept any returns and exchange requests made within 14 working days from when the goods have been received by you or a third party; as long as the returned items are in perfect, new and unused condition with all its original packaging.  
  • We will not accept any items that are not in this condition or do not have the original packaging. 
  • Returns received after the 14 working day period but before 28 days will only be accepted at the discretion of Zoki Jewellery.
  • In this instance a credit note, valid for one year from the date of issue, will be issued to the purchaser.
  • Returns received after 28 days will not be accepted and will be returned to you.
  • Please note that bespoke, handmade or engraved items, including all products in the Chunky and Life Path collections, cannot be returned to Zoki Jewellery as they are customised specifically for you – therefore these pieces of jewellery or gifts cannot be returned or exchanged under any circumstances.

DAMAGED OR FAULTY GOODS

  • In the unlikely event that you receive goods which are damaged or faulty please contact us by email at customercare@zoki-jewellery.com or by telephone us on +44 (0)7309 533 353 within 7 working days of receiving your order.
  • As soon as we have received the items, we will then endeavour to replace your damaged goods as quickly as possible.

RETURNING AN ITEM TO US

  • Please ensure that you include your name, address, order number and reason for the return, as well as indicating whether you require a refund or exchange.   
  • Items must be returned in perfect, new and unused condition with all the original packaging to: Customer Care, Zoki Jewellery, 6 Bevan Mews, London W12 9AJ.  
  • Items returned to us are sent at the customer’s risk, therefore we advise that they are sent via registered post or courier and a proof of postage certificate is obtained.
  • Zoki Jewellery cannot be responsible for goods lost or damaged in transit, and any costs incurred in sending returns are the responsibility of the customer.
  • We will not accept any item which bears any indication that it has been used or damaged – in any such instance the item will be returned to you.

WARRANTY

  • All Zoki Jewellery is guaranteed for 12 months from date of purchase.
  • Should you experience any problems with your jewellery in this time, please do not hesitate to contact us and we will endeavour to rectify any issues as quickly as possible.