Refund policy

The return & refund policy describes in which conditions could ZWonder Fine Jewelry accept your exchange/return request and refund you.

In which cases can I exchange or return an item ?

In all the following assumptions, whenever it is not related to earrings, customized items or personalized items:

  • I chose the wrong size
  • The product is not what I expected
  • I received my order in poor conditions

Your demand of return or exchange could be accepted only if these conditions are respected:

  • The jewel is in perfect condition and has not been worn.
  • The ZWonder ribbon attached to your jewelry is always in perfect condition and has not been damaged.
  • The jewel was not previously sent back for a discount.
  • Your previous purchase was not the subject of a final return.
  • In case of an order with several pieces of jewelry, the final return can only apply to one piece of jewelry (this condition has been established to prevent abuse).
  • The jewel has been returned within 7 days of receipt - the postmark being proof - as the expression goes.

In any case, the products that will be returned must be in perfect conditions and show no evident signs of being used, or else no return will be carried out. It is your responsibility to provide adequate packaging to make sure that the items arrive to ZWonder Fine Jewelry in perfect conditions. If you have trouble finding a suitable packaging, we suggest using the original box that your order came in. If the items are received in poor conditions, we won’t be able to carry out the return as requested. 

Notes:

  • You have 7 days after receiving your package to request an exchange or a return.
  • You will receive the refund through the same payment method used by purchasing. This refund can be made up to 30 days after receiving your parcel. Please note that the shipping costs of the original order are excluded from the amount to be refunded.
  • ZWonder Fine Jewelry will not be responsible for any loss of the package during its shipment. It will be the customer’s responsibility to ensure that the package arrives in our facilities in perfect conditions.
  • In case the order contains promotional products, these must be returned if, due to the return, the order does not fulfil with the conditions of the promotion.
  • In case the original purchase certificate is not being returned, the customer is liable for an additional €100 (deducted from the amount being refunded).

Important: Earrings, customized products and personalized products cannot be returned/refunded. In case that an order containing engraved jewels arrives at our warehouse, it will be returned to the buyer and the shipping costs will be charged to him/her.

 

What should I do to make an exchange or a return?

To exchange/return your jewel(s), please contact us at contact@z-wonder.com. Your request will be treated within 24-48 hours. You will then receive all the instructions to follow by email. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@z-wonder.com.

 

We highly recommend shipping the returned item by DHL/La Poste for tracking convenience and requesting adequate insurance to cover the purchase price.

For returns not related to quality issues, customers are required to bear the return shipping costs and express insurance fees. Customers outside the European Union may also be responsible for any potential customs fees associated with the return.

In which cases can I make a free of charge return or exchange?  

  • If you make a partial return of the order. 
  • If you are exchanging your ring size for the first time (first exchange free).
  • If you choose to exchange your jewel(s) for a Gift Card.

Which is the charge of a complete return of the order or an exchange for another item?

  • Complete order return: there are no service fees for the return of your jewel(s). You should send the product(s) by post, paying the shipping costs and possible customs fees related to the shipment.
  • Item exchange: for each order, ZWonder Fine Jewelry offers a first exchange without service fees. The following exchange request(s) will cost a total service fee of €10.

Important: Your package must arrive at the warehouse with duties and taxes already paid. Otherwise, it will be returned to the sender and the return request will be refused.