Return and Refund Policy

Last updated: 29 September 2026

Return window

Our return window is 30 days from the date your order is delivered.

We accept eligible returns for both defective and non-defective products.

Return conditions

To qualify for a return:

• The piece must be unworn and unused
• The piece must remain in its original condition
• Original packaging must be included
• Certificates supplied with the piece must be returned
• Any security tag supplied with the piece must remain attached and intact

Change-of-mind returns

Eligible pieces may be returned if you change your mind about your purchase.

Your return request must be submitted within 30 days of delivery and the piece must meet the return conditions above.

Damaged, defective or incorrect orders

If your order arrives damaged, defective or different from what you ordered, please contact us as soon as possible. We may ask you to provide:

• Your order number
• A description of the issue
• Photographs or videos showing the issue

Once reviewed, we will advise you on the appropriate repair, replacement, exchange or refund.

Any required collection for an eligible damaged or incorrect order will be arranged by ZORÁE at no additional charge.

Exchanges

We accept exchanges for eligible pieces.

Exchange requests must be made within 30 days of delivery.

The piece must meet the same condition requirements that apply to returns.

Exchanges are subject to product availability. If the requested replacement is unavailable, our team will advise you of the available options.

Return shipping cost

Return shipping for eligible returns is complimentary. ZORÁE will arrange collection directly from your address.

Customers are not required to purchase a return shipping label or arrange their own courier.

Return shipping cost: Free

There is no restocking fee for eligible returns.

Please contact our customer care team before returning a piece so that we can arrange the collection and provide the appropriate return instructions.

How to request a return or exchange

To request a return or exchange, contact our customer care team and provide:

• Your order number
• Product name
• Reason for the return or exchange
• Photographs where relevant

Once your request has been reviewed, we will arrange the return collection and provide the required instructions.

Please do not send a piece back independently before contacting us.

Return inspection

Once your returned piece has been received, it will be inspected to confirm that it meets the return conditions.

We will notify you if the return is approved.

If the returned piece does not meet the conditions of this policy, the return may not be accepted.

Refund processing time

Approved refunds are initiated within 14 days of approval.

Refunds are issued to the original payment method used for the purchase.

Your bank, card issuer or payment provider may require additional processing time before the refunded amount appears in your account.

For payments made through Tabby, Klarna or another payment service, the refund will be processed through that provider according to its applicable refund process.

Order cancellation window

Orders may be cancelled within 24 hours of placement, provided production has not yet begun.

To request cancellation, contact our customer care team as soon as possible.

Because most ZORÁE jewellery is made to order, once production has started, cancellation may no longer be possible.

Eligible pieces may still be returned within the 30-day return window after delivery in accordance with this policy.

Non-returnable or restricted items

A return may not be accepted where:

• The piece has been worn or used
• The piece has been damaged after delivery
• The piece has been repaired or altered by a third party
• Required packaging, certificates or security tags are missing
• The return request is made after the 30-day return window
• The piece is bespoke, engraved, personalised or specifically altered for the customer

This does not affect your rights if a piece arrives faulty or has a manufacturing defect.

Complimentary resizing

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

To request a resize, contact our customer care team. ZORÁE arranges collection and covers the full cost of collection, resizing and return delivery.

Lifetime Craft Warranty

Every ZORÁE piece is covered by a Lifetime Craft Warranty against manufacturing defects.

The warranty covers confirmed manufacturing or workmanship defects affecting the piece.

The Lifetime Craft Warranty does not cover:

• Normal wear and tear
• Scratches or abrasion caused through normal use
• Accidental damage
• Loss or theft
• Damage caused by improper handling
• Damage caused by impact or pressure
• Damage caused by third-party repairs, resizing or alterations

If a manufacturing defect is confirmed, ZORÁE will arrange the appropriate repair or replacement at no additional cost.

Contact us

ZORÁE is operated by ZORAE INTERNATIONAL FZCO, Unit No: 5413, ALMAS Tower, Plot No: JLT-PH1-A0, Jumeirah Lakes Towers, Dubai, United Arab Emirates.

Email: support@zorae.com

Phone / WhatsApp: +971 52 742 9153

Business hours: Monday – Saturday | 10:00 AM – 8:00 PM GST