Refund & Return Policy

Effective Date: September 5, 2026

At ZELORIA, customer satisfaction is important to us, and we aim to provide a clear and transparent shopping experience.

If you are not completely satisfied with your jewelry purchase, this Return and Refund Policy explains the conditions under which returns and refunds may be accepted for orders placed through zeloria.shop.

This policy applies to eligible orders delivered within the United States. Please read it carefully before submitting a return request.

Return Window

You may request a return within 30 calendar days from the date your order is marked as delivered by the shipping carrier.

Return requests submitted after the 30-day return period may not be accepted.

All return requests must be reviewed and authorized by the ZELORIA customer-support team before an item is returned.

Return Eligibility Criteria

To qualify for an approved return, all of the following conditions must be met:

• The jewelry item must be unused, unworn, and in its original condition.
• The item must not contain stains, odours, damage, scratches, or signs of wear.
• All original tags must remain attached to the item, where applicable.
• Original packaging, protective materials, accessories, and included components must be returned where applicable.
• The item must not have been altered, modified, repaired, or damaged after delivery.
• The return request must be submitted within the 30-day return window.
• Proof of purchase or the original order number must be provided.

Items that do not meet these conditions may not qualify for a return or refund.

Returns We Do Not Accept

Returns may not be accepted under the following circumstances:

• Jewelry items that have been worn, used, stained, or damaged by the customer.
• Items with missing original tags, packaging, accessories, or included components.
• Products that have been altered, modified, repaired, or customized after delivery.
• Returns requested after the 30-day return period has expired.
• Items returned without prior authorization from ZELORIA.
• Products damaged because of misuse, negligence, accidental damage, or improper care after delivery.

How to Start a Return

To request a return, please contact our customer-support team before sending the item back.

Email us at support@zeloria.shop and include:

• Your order number.
• The reason for your return request.
• Clear photographs if the jewelry item is damaged, defective, or incorrect.
• Any additional information requested by our support team.

Once your request has been reviewed, we will notify you whether the return has been approved and provide return instructions.

Please do not return an item without receiving prior authorization. Unauthorized returns may not be accepted or processed.

Return Method

Approved returns must be sent by mail according to the return instructions provided by our customer-support team.

We do not currently accept in-person or walk-in returns. Do not send a jewelry product to our business contact address unless the return instructions provided by our support team specifically direct you to do so.

Return Shipping Label

After your return request has been approved, ZELORIA will provide return instructions based on the reason for the return.

If a prepaid return shipping label applies, it will be sent to you by email. You must securely package the jewelry item, attach the provided label, and ship the package according to the supplied instructions.

If a prepaid return label does not apply, you will be responsible for arranging and paying for the return shipment using a reliable, trackable shipping service.

Customer Responsibility

Customers are responsible for packaging returned jewelry items securely to prevent loss or damage during return transit.

We strongly recommend using a trackable shipping service whenever you arrange your own return shipment.

ZELORIA is not responsible for returned packages that are lost, delayed, or damaged during return shipping when the customer is responsible for arranging the shipment.

Return Shipping Responsibility

Return-shipping responsibility depends on the reason for the return.

Change of Mind

If you return an item because you changed your mind, ordered the wrong product, no longer need the item, or simply no longer want it, you will be responsible for the return-shipping costs.

The jewelry item must still meet all return eligibility requirements stated in this policy.

Damaged or Defective Product

If your jewelry item arrives damaged or defective, please contact us within 48 hours of delivery.

Provide your order number and clear photographs of the item, shipping package, and packaging materials so we can review your claim.

If the claim is approved, ZELORIA will provide a prepaid return shipping label and return instructions at no additional cost.

Wrong Item Received

If you receive a jewelry item that differs from the item shown in your confirmed order because of an error by ZELORIA, please notify us within 48 hours of delivery.

Once the issue has been verified, we will provide a prepaid return shipping label at no additional cost and arrange an appropriate resolution.

Exchanges

ZELORIA does not currently offer direct product exchanges.

If you require a different jewelry product, design, or variation, you may return the eligible item according to this policy and place a new order through zeloria.shop.

Any approved refund will be processed according to the terms stated in this policy.

Restocking Fee

ZELORIA does not charge any restocking, processing, or administrative fee for approved returns.

Customers are only responsible for return-shipping costs when the return is due to a change of mind, ordering the wrong product, or another reason not caused by an error on our part.

Refund Amount and Shipping Charges

Approved refunds will generally include the purchase price paid for the eligible returned jewelry item and any applicable taxes.

Original shipping charges are non-refundable for change-of-mind returns unless otherwise required by applicable law.

If a return is approved because the item was damaged, defective, or incorrect due to an error on our part, ZELORIA will cover the approved return-shipping cost and refund any applicable original shipping charge relating to the affected order.

Refund Process

Once the returned jewelry item has been received, our team will inspect it to confirm that it meets the return eligibility requirements.

After the inspection, you will receive an email informing you whether your refund has been approved or declined.

If approved, the refund will be issued to the original payment method whenever possible.

Refund Processing Time

Approved refunds are generally processed within 10 business days after the returned item has been received and successfully inspected.

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

Late or Missing Refunds

If you have not received your refund after the expected processing period, we recommend that you:

• Check your bank account again.
• Contact your credit-card company or payment provider, as refunds may take additional time to appear.
• Contact your financial institution to confirm whether the refund is still being processed.

If you have completed these steps and still have not received the refund, please email us at support@zeloria.shop for further assistance.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at support@zeloria.shop .

We will make reasonable efforts to cancel the order before it is processed or shipped. However, cancellation cannot be guaranteed after order processing has begun.

Once an order has been shipped, it cannot be cancelled and must be handled according to the return conditions stated in this policy.