Returns, Refunds & Warranty Policy

That is the standard ZORÁE holds its work to. Every piece is individually produced in solid 14K or 18K gold, set with certified lab-grown diamonds, and made according to the size and specifications you selected.

If it does not feel right when it arrives, return it. No questions asked.

The 30-day return

ZORÁE accepts eligible returns within 30 days of delivery. No reason is required.

To be eligible:

• The piece must be unworn and in its original condition.
• All original packaging and diamond certificates must be included.
• The security tag, where applicable, must remain attached and intact.

GCC clients — Returns are directed to Dubai.

Europe clients — Returns are directed to our returns address in the Netherlands.

ZORÁE arranges the collection directly from your address and covers the full cost of the return shipment in both regions. You will not be required to book the courier, arrange the shipment, or pay any return delivery fees.

Once the parcel reaches us, it will be received, inspected, and processed. For an approved standard return, you will receive a full refund.

Where a correction, adjustment, repair, or further atelier assessment is required, ZORÁE will manage the onward journey and cover all related collection and delivery costs.

You are free to reconsider. We will take care of the return journey.

The inspection

Every piece returned to ZORÁE is received and assessed according to the same standards applied when it was finished.

The inspection confirms that the piece is:

• Unworn
• Complete
• In its original condition
• Free from damage occurring after delivery
• Returned with its original packaging, certificates, and security tag, where applicable

This is not a formality. It is the same standard applied on the way out, applied again on the way back.

A piece that does not meet the return conditions may not be accepted. You will be notified, and the piece will be returned to you.

The refund

Once the piece has been received, inspected, and approved, the full eligible amount will be refunded to your original payment method.

ZORÁE will initiate the refund within 14 days of approval. The time taken for the amount to appear in your account may vary depending on your bank, card issuer, or payment provider.

Cancellation policy

Orders may be cancelled within 24 hours of placement, provided production has not yet begun. To request a cancellation, contact us immediately at support@zorae.com or via WhatsApp through zorae.com.

Once production has started, cancellation is no longer possible because the piece is being made specifically for you.

Approved cancellations will be refunded to the original payment method within 14 days. The time taken for the amount to appear in your account may vary depending on your bank, card issuer, or payment provider.

Resizing

The piece should fit the way it was designed to be worn.

One complimentary resize is included within 60 days of delivery for rings and tennis pieces where the construction allows for adjustment. This covers up to two sizes above or below the original specification.

Contact us via WhatsApp through zorae.com to begin a resize request. ZORÁE will arrange collection directly from your address and cover the full cost of the collection, resizing process, and return delivery.

GCC clients — For clients in the GCC, the piece will be directed to Dubai.

Europe clients — For clients in Europe, the piece will be collected through our Netherlands returns address and then managed by ZORÁE through the required atelier process.

You will not be required to arrange or pay for any part of the shipment. Once the resize is complete, ZORÁE will deliver the piece back to you at no additional cost.

12-month craft warranty

Every ZORÁE piece is backed by a 12-month warranty against manufacturing defects. If a piece does not meet the standard with which it left our atelier, ZORÁE will make it right.

The warranty covers:

• Manufacturing defects in structure or finish
• Stone-setting issues resulting from workmanship
• Clasp or mechanism failure under normal use
• Prong wear or setting movement occurring within 12 months of normal wear
• Polishing or finishing flaws present at delivery

The warranty does not cover:

• Normal wear, scratches, or abrasion over time
• Damage caused by impact, pressure, accidents, or improper handling
• Discolouration or damage caused by perfume, lotion, chemicals, pools, or saunas
• Stones lost as a result of accidental damage
• Loss or theft
• Damage caused by third-party resizing, repairs, or alterations

If a warranty issue is confirmed following inspection, ZORÁE will repair or replace the piece at no cost. The appropriate remedy will be determined after the piece has been assessed.

For confirmed warranty claims, ZORÁE will arrange collection directly from your address and cover the full cost of collection, repair or replacement, and return delivery. You will not be required to arrange the courier or pay any shipping fees.

Arrived damaged

If your parcel arrives damaged, do not discard the packaging. Photograph the outer box, internal packaging, and contents immediately, and contact us within 48 hours at support@zorae.com or via WhatsApp through zorae.com.

ZORÁE will open a courier insurance claim and manage the process from there. Where a return or assessment is required, ZORÁE will arrange collection directly from your address and cover the full cost.

How to begin a return or claim

Contact us via WhatsApp through zorae.com. For warranty claims, damaged deliveries, or documented issues, email support@zorae.com with:

• Your order number
• A description of the issue
• Photographs or videos, where relevant

We will confirm your request, answer any questions, and arrange collection directly from your address.

GCC clients — For GCC clients, the return will be directed to Dubai.

Europe clients — For European clients, the return will be directed to our Netherlands returns address.

ZORÁE will book the courier, manage the shipment, and cover the full return cost. You will not be required to organise or pay for the collection.

Pack the piece securely in its original packaging and have it ready for the scheduled collection. We will take care of the rest.

A response will be issued within 48 hours.