FREQUENTLY ASKED QUESTIONS
Why ZWonder?
Why is ZWonder different from other jewelers?
Founded in 2023 in Paris, France, we are dedicated to showcasing rare natural gemstones from around the world with the expertise of gemologists. Through our jewelry creations, we aspire to share and spread a passion for life and appreciation for the diversity of beauty. We aim to encourage and empower more women to bravely pursue the lifestyle they desire.
We have consistently adhered to original design and maintained an unwavering pursuit of quality and craftsmanship. We believe that the beauty of jewelry should be appreciated by many, which is why we offer our jewelry creations at the fairest prices.
Additionally, we don't just sell jewelry, we also provide end-to-end project management for jewelry customization and lifelong after-sales service. This ensures that you need not worry about the selection and maintenance of your jewelry.
Where is the jewelry made?
Our jewelry is crafted by high-end jewelry workshops in France and Hong Kong. Whether in France or Hong Kong, the workshops we collaborate with possess excellent manufacturing skills. These workshops serve some of the world's top jewelry brands, meaning that you can find the same level of quality and craftsmanship on ZWonder jewelry as on globally renowned jewelry brands.
On most of our jewelry pieces, you will find two distinctive hallmarks: our brand hallmark, certifying that we have crafted your jewelry and adhered to our quality standards. Additionally, there is a metal hallmark confirming the purity of precious metals such as gold, silver, and platinum used in your jewelry. Gold, typically used at 750/1000 purity, is marked as G18K or G750. Silver purity is 925/1000, marked as S925. Platinum purity is 950/1000, marked as PT950. These hallmarks may be located on the interior or exterior of the jewelry.
Do you have any boutiques?
As a young startup brand, we currently do not have a permanent physical store. Occasionally, we may host pop-up shops in Paris. Additionally, you have the opportunity to find us at certain jewelry exhibitions. Stay updated by following our Instagram account to receive timely information.
For custom requests, you can contact us to schedule an online meeting to discuss your requirements. Customers within Paris may also arrange for in-person meetings by appointment.
Do you offer discounts?
No. We decided to offer our customers fair prices, without the need for discounts. In this way, each ZWonder customer knows that their jewelry is at the "right" price, and there won't be an unpleasant surprise to discover the same model at a discount a few weeks after purchase.
About Our Jewelry
Can I customize my jewelry?
You can choose your favorite style from our existing collection and customize it to better suit your taste and budget by selecting different gemstones and metals. This customization process typically takes 3-4 weeks for production.
Additionally, our professional jewelry customization service can help you create a unique and exclusive piece tailored specifically to you. We manage your custom jewelry order with a comprehensive project management approach, recommending suitable gemstones and design styles based on your preferences and budget. The production time for custom jewelry varies depending on the style and gemstones chosen. Once the design is finalized, we will notify you of the delivery time for your custom order.
For any questions or inquiries about our products or customization services, feel free to contact us via email at contact@z-wonder.com. You can also reach us on WhatsApp at +33 (0)7 60 90 53 21. We look forward to working with you to create the jewelry of your dreams!
Will my silver jewel tarnish?
Yes. Unfortunately after a certain period of time, any silver jewelry piece tarnishes. We apply a fine layer of gold (we use the term gold-plated) to our silver so it is more resistant over time. Nevertheless, eventually, it will still have a patina that is typical of all silver jewelry.
The time it takes for this patina to develop depends on many factors: the chemical reaction of the silver with your skin or the humidity level in the air, for example.
Luckily, there are many ways to clean silver jewelry. To know everything about the maintenance of metals, and jewelry in general, read our jewelry care guide which will give you all the tips and tricks to wear your stones throughout your life!
What do I do if I don't know my ring size?
When you are unsure about the ring size to choose, you can click on our ring size guide for reference.
If you want to give a ring as a gift while keeping it a surprise, worry not! ZWonder is here to assist you in every possible way. We can send you a ring sizer, discreetly packaged in an unmarked envelope. We can also provide additional tips on how to discreetly determine someone's finger size. Feel free to contact us with your questions and requests.
In case you make a mistake with the ring size, there's no need to worry. Contact us within 7 days of receiving your ring and let us know the new size that fits you. We will guide you on how to return the jewelry to us. We offer free resizing services, and you only need to cover the return and reshipment costs, as well as any applicable customs duties.
Please be aware that ZWonder provides only one resizing, so we recommend careful consideration when selecting the ring size. Additionally, the resizing process takes 4 to 6 weeks. Therefore, it's crucial to ensure that the ring size you choose is correct. This will make the entire process smoother, allowing you to have the perfect ring.
Do you offer all ring sizes?
For ready-made rings, we do not keep stock for all sizes. The good news is that we offer a free resizing service for rings. The ring can be resized up or down by a maximum of three sizes. However, some rings, due to design constraints, may not be suitable for resizing. In such cases, we recommend customizing a ring of the same design that fits your finger size.
For custom-made rings, we offer all sizes. You just need to let us know your ring size before production begins.
Can I have my jewelry engraved?
For custom jewelry, we offer a complimentary engraving service. Engraving on ready-made jewelry requires an additional fee of 50€. You are free to choose the text and the calligraphic style for engraving. Please note that engraved jewelry is not eligible for any returns or exchanges.
Can I have a jewel repaired or resized that I didn't buy from ZWonder?
No. To guarantee the quality of the products leaving our workshops, we do not rework jewels whose origin we do not know and whose stones have not been selected by ZWonder.
Why can prices of our jewelry occasionally vary?
ZWonder strives to provide the fairest prices. The fairest prices do not necessarily mean the cheapest prices because we always prioritize quality. The prices of our products are directly calculated based on fluctuations in the gold and gemstone markets. Prices in the gold and gemstone markets are subject to change. For example, if the price of sapphire drops, our sapphire jewelry will also decrease in price accordingly. Similarly, if the price of gold rises, our 18K gold jewelry will increase in price based on the changes in the gold market.
Don't worry though, once your order is validated, the price of your jewel will not vary anymore! On the other hand, if you only place the jewelry in your shopping cart, the price may increase or decrease, so don't be surprised if the price of your jewelry changes! If you have any questions, feel free to contact us.
Our Gemstones
What is the quality of the gemstones used in ZWonder jewelry pieces?
We select gemstones with the expertise of gemologists. Only high-quality, finely cut gemstones are chosen to craft our jewelry pieces. When selecting gemstones, we strive to avoid those with excessive impurities.
However, it should be clarified that natural gemstones cannot be perfectly flawless. Some gemstones are more prone to inclusions and patterns within their crystals due to their mineralogical characteristics. For example, the garden effect in emeralds refers to the rich natural patterns within. Inclusions in natural gemstones are precisely the proof of their natural identity, adding unique charm.
Additionally, colored gemstones come in a variety of colors and types, making the aesthetic appreciation of gemstones highly subjective. You can clearly communicate your preferences with us before customization to receive the most personalized and cherished jewelry.
Are your gemstones natural?
100% of ZWonder gemstones are natural stones, selected one by one by our gemologists. Our quality control is very strict and less than 40% of the stones we examine are selected and retained by our team to be used on your jewelry.
Are your stones heated?
Heating treatment of gemstones is considered a normal and acceptable practice in the jewelry industry. For gemstones with larger carat weights, we provide authoritative gemological certificates from third-party laboratories to verify their natural origin and whether they have undergone heating.
Certain types of gemstones are almost always treated, such as tanzanite and blue topaz. However, this does not imply a lower value, as it is a widely acknowledged practice in the jewelry industry.
It's important to note that we only accept simple heat treatments and do not allow treatments with added flux. ZWonder does not endorse gemstone enhancement methods such as irradiation, dyeing, diffusion, laser treatment, coating, filling (except for emeralds), and heat treatment with added flux.
Can I choose my stone?
The majority of our jewelry is sold on our official website. After placing an order, you can contact us to provide detailed instructions regarding the desired color of the gemstone. Our gemologists will then select a gemstone that closely aligns with your expectations.
Additionally, for custom jewelry, when you choose a gemstone, we will send you a clear 360-degree video showcasing the gemstone in its entirety.
For customers in Paris and nearby areas, we offer the option of in-person meetings, allowing you to personally select your preferred gemstone.
Do the gemstones you sell come with certificates?
Yes, the majority of gemstones we sell come with certificates from third-party gemological laboratories.
For a small portion of gemstones that we personally cut from rough stones, they may not have certificates because we have a high level of confidence in their sources. Customers can request certificates for these gemstones but will incur additional fees for the certification process.
Finally, please note that our diamond jewelry are, when over 0.3ct, delivered with a certificate of authenticity.
Which institutions provide the gemological certificates for your gemstones?
Several different gemological laboratories provide us with certification services. They are recognized professional organizations in the market.
- For most colored gemstones, we opt for certificates issued by local gemstone laboratories in Sri Lanka or Thailand.
- For precious gemstones, we additionally provide certificates from internationally renowned appraisal institutions such as GIA, IGI, SSEF, Gübelin, Guild, EGL, GRS, AIGS, and others.
Delivery & Returns
To which countries do you ship?
Nowadays, we deliver to most of the countries over the world. If you have any questions in regard to the delivery, please feel free to contact us.
Is the shipping secure?
We do our best to ensure that your package arrives securely. Your package is insured up to the value of the jewel and will be delivered to you with a signature. The package is sent with complete confidentiality, with no apparent mention of the brand or the product.
How much does the delivery cost?
The shipping cost will be calculated at checkout based on your delivery address and order amount. Please note that at checkout, duties, taxes, and VAT are not included, and the customer is responsible for covering these additional fees.
Can I have a hand to hand delivery?
Yes, if you are in Paris. Hand to hand delivery is available from Monday to Friday excluding holidays for Paris intra-muros and the inner suburbs.
The hand to hand delivery will be done by our staff if we are available. Otherwise it would be done by a courier and the package will be entirely unmarked for security reasons.
Can I receive my jewelry any earlier?
In order to ensure optimal quality and respect all stages of the manufacturing process for your jewelry, we typically adhere to a manufacturing and delivery time of 4-8 weeks. Even if we expedite the production, we still require a minimum of 3 weeks to complete a piece.
If the standard timeframe is too lengthy for a gift, ZWonder has a solution! We can provide you with a certificate indicating that a custom-made jewel is currently in production in our workshops. This thoughtful gesture allows you to have a little something to present on the special day. For more details, please feel free to contact us.
Additionally, some of our jewelry is available for direct purchase in our online boutique.
Can I request a return or an exchange of my order?
You have 7 days after receiving your package to request an exchange or a return.
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.
What should I do if I want to return my order?
It couldn't be more simple : contact our team at contact@z-wonder.com and we will tell you how to proceed.
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 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.
How long does it take to be refunded?
After receiving your package, we check the condition of your jewel and refund you after 30 days at the very latest.
After-sales Service
What should I do if my ring is the wrong size?
ZWonder offers you the possibility of free resizing if you send it back within 7 days of receiving your package. In order to do this, please contact us, and we will tell you how to send your ring back to us.
ZWonder offers just one resizing per ring. It is possible for it to be resized again, but at a cost.
Resizing takes 4 to 6 weeks, according to the ring model. Due to the design structure, some rings do not support resizing.
What do I do if my ZWonder jewelry needs repairing?
We do our absolute best to guarantee a quality that will allow you to keep your jewelry your whole life. Occasionally, mistakes happen and this is why ZWonder offers insurance for faults and hidden defects. So, if you have a worry about your jewel, contact us at contact@z-wonder.com and we will explain to you which steps to take :
1. Upon receipt of your jewel we will have it checked by our workshop to find out the source of the problem.
2. If it is a mistake on our part, the insurance of hidden defects is applicable and we will take care of the repair and send you back the jewel either after having completely reshaped it or after having repaired it. This guarantee is valid for life.
3. If it is a lack of maintenance or negligence on the part of the customer, we can repair the jewel or reshape it but the insurance does not apply and the repair will be charged on a case by case basis.
In any case, you should know that these little problems are very rare and that the best way to avoid them is to take care of your jewelry as it deserves! Don't hesitate to consult our maintenance tips which will explain how to best care for your jewelry: Jewelry Care Guide.
Payment
What payment methods do you accept?
We accept payment by credit card, Visa and MasterCard, American Express, bank transfer, ApplePay and shopPay. For security reasons, ZWonder does not accept cash payments.
Our credit card payment system is provided by the Société Générale bank, and is secured according to SSL standards, the safest and most widespread encryption protocol currently used in France. Your bank details are thus directly encrypted and routed to the bank without passing through our site so you have nothing to worry about - ZWonder does not store any banking information about you.
How can I do a bank transfer?
Choose the option of payment by bank transfer. After your online order, you will have to make the bank transfer with the information that will be indicated. For more security, your order will be launched only when your bank transfer has been made, which we will inform you upon receipt of payment.
How can I pay in installments?
Our current payment system does not yet support installment payments.
However, we offer a phased payment option for customized items. You can make payments at different stages of the customization process, and for more details, please refer to our customization services page.