How to Request a Return
Please email supportzovelia@gmail.com before sending any item back.
Include your order number, the item you wish to return, and the reason for your request. If your item is damaged, defective or incorrect, please include clear photographs where possible.
Our team will review your request and provide instructions for the appropriate return process. Please do not send items to an address provided by a supplier or return an item before receiving instructions from us.
Change of Mind
For most online purchases delivered in the United Kingdom, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. After notifying us of your cancellation, you generally have a further 14 days to send the goods back.
To exercise this right, please contact us at supportzovelia@gmail.com within the applicable cancellation period.
Items should be returned in a suitable condition, with any original packaging and accessories where reasonably possible. You may handle an item as you would in a shop to inspect it. You may be responsible for any reduction in value caused by handling beyond what is necessary to establish the item's nature, characteristics and functioning, where permitted by law
Damaged, Defective or Incorrect Items
If your item arrives damaged, defective, or different from what you ordered or what was described, please contact supportzovelia@gmail.com as soon as possible.
Please provide your order number and photographs or other details that help us understand the issue. We will review the matter and explain the available solution, which may include a refund, replacement or another remedy required by applicable consumer law.
You will not be required to bear return costs that we are legally responsible for. Your statutory rights are not affected by this policy.
Return Shipping Costs
Return shipping costs depend on the reason for the return and the applicable consumer protection laws.
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Change of mind: You may be responsible for the direct cost of returning an item where the law permits this and we informed you of this responsibility before your purchase.
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Damaged, defective or incorrect items: Zovelia Jewellery will cover return costs where required by applicable law.
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Other circumstances: We will assess the situation fairly and explain any applicable costs before you proceed.
We will provide return instructions after reviewing your request. We may explore returning an item to the relevant supplier where appropriate, but this will not reduce or replace your rights as a customer of Zovelia Jewellery.
Refunds
Where a refund is due, it will be processed in accordance with applicable law and, where required, using your original payment method.
For statutory cancellations, refunds are generally due within 14 days of receiving the returned goods or receiving evidence that they have been sent back, as applicable under the relevant rules. Refunds for faulty or incorrect goods will be handled in accordance with your legal rights.
Where required by law, the refund will include the cost of standard delivery. Any additional delivery upgrade may not be refundable beyond the standard delivery cost.
Return Conditions
Please contact us before returning an item so we can provide the correct instructions.
Return instructions may vary depending on the item and the circumstances. Please wait for confirmation from our customer support team before sending any item back.
Nothing in this policy excludes or limits any consumer rights that cannot lawfully be excluded or limited under the laws applicable to your purchase.
