FAQs
Shipping information
How long is shipping
Custom orders
Orders can take up to 23 working days from the day of purchase. You will be emailed with tracking information. Shipping can take between 5-7 business days for express orders and 7-10 business days for standard.
Non-custom orders
Orders can take 7-15 business days to be delivered.
Please note we don't ship on weekends.
International Shipping & Customs
Customers may be required to pay customs and import taxes. All customers are responsible for the customs rate within their own country. We recommend you contact your local customs office for more information.
Lost packages in the mail
We can offer refunds or replacements if your package was lost in the mail. Your tracking must not have been updated for at least 30 days to qualify.
Custom Items
Photo Requirements
Please ensure all photos are cropped and to the quality of your standards before uploading images.
If you have any questions regarding photo requirements, please reach out to our team!
We are NOT responsible if your photos turn out blurry.
Damaged Product
We offer a 30 day warranty on jewellery. If you damaged item meets our criteria you will be offered a free replacement.
Damage items include:
- markings/spots on your photo that weren't on the original image
- damaged or defective pendant
Damaged items do not include:
- Blurry images caused from low resolution photo uploaded
- Items with no visible markings/spots
We must receive a picture/video of the damaged item before we offer any replacements or refunds.
Returns & Exchanges
Returns and exchanges policy
Custom Items:
We can't cancel custom orders as we process these immediately. However we can offer replacements for damaged items.
Damaged items include:
- markings/spots on your photo that weren't on your uploaded photo
- damaged or defective pendant
Damaged items don't include:
- Blurry images caused from a low resolution image uploaded
- Items with no visible markings/spots
Non-Custom Items:
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
If you would like to exchange an item we can either issue store credit for what was spent or we will process the exchange for you.
Exceptions / non-returnable items
We do not accept returns on custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items.
Refunds
We will only accept refunds after video/picture evidence there is damage/fault with your item.
We do not issue refunds if:
- Your order does not arrive due to factors within your control, such as providing incorrect information.
- The purchased item is custom-made and cannot be resold
- You are simply unhappy with the product.
Changing or Cancelling an Order
Can I change or cancel my order?
Custom orders:
We have a 4 hour grace period where you can change or cancel your order. After this please contact us at contact@zurelia.co.uk.
Non-custom orders:
We can make changes or cancellations IF your order hasn't been fulfilled yet.
Can I change my shipping address?
Please contact us as soon as possible to change your shipping information.
Incorrect information can result in a delay in the delivery of your items.
Once an order has been shipped we are not able to change the information.