Refund policy

We totally understand — buying jewellery online can be tricky! That’s why we’ve made our returns process simple and transparent.
If you’re not completely in love with your purchase, you’re welcome to return your item for a store credit or an exchange.

Eligibility for Returns

To qualify for a return, your item must meet all of the following conditions:

  • Returned within 14 days of delivery (as shown on your tracking).

  • Unworn, undamaged, and in its original packaging with all tags or pouches included.

  • Not purchased on sale or during a promotional offer.

Please note: returns that do not meet these requirements will not be accepted or refunded.

How to Start Your Return

To initiate a return, please fill out the contact form on our Contact Page.
Include:

  • Your order number

  • The item name(s) you wish to return or exchange

  • A short note about your request

Our customer-care team will respond with the next steps within 48 hours.

Non-Returnable Items

For hygiene and quality reasons, the following items are final sale and cannot be returned, exchanged, or refunded:

  • Items purchased on sale or during promotions

  • Earrings (due to hygiene regulations)

  • Custom-made or personalised pieces

  • Gift cards and vouchers

  • Build-Your-Own Bundles or jewellery sets

  • Items that have been worn, altered, or damaged

  • Any items returned after 14 days of delivery

Please choose carefully — we do not offer refunds unless an item is faulty and cannot be repaired or replaced.

Exchanges

You may exchange your item for another of equal or greater value:

  • If the replacement is higher in price, the difference can be paid through our customer-service team.

  • Store credits or original order value cannot be used to cover shipping fees.

  • Orders placed during a sale are not eligible for exchange, except for same-style ring-size exchanges.

  • We do not offer in-person returns or exchanges. For privacy and security, all returns must be shipped via a courier company. Parcels sent without tracking will be declined.

Faulty Items

We take great care to ensure your jewellery arrives in perfect condition.
If you believe your item is faulty, please email zevora.nz@gmail.com within 48 hours of delivery, including:

  • Your order number

  • Clear photos of the item and packaging

  • A short description of the fault

Our team will assess the item under the Consumer Guarantees Act 1993.
If the fault is confirmed, we will repair, replace, or refund the item as appropriate.

Order Changes or Cancellations

We start processing orders quickly, so cancellations or changes may not be possible once your order has been confirmed.
If you need to amend your order, please contact zevora.nz@gmail.com immediately — we’ll do our best to assist before dispatch.

Return Process Summary

  1. Submit your return request via our Contact Page.

  2. Wait for our confirmation and return instructions.

  3. Package your item securely with all original packaging.

  4. Send your parcel via tracked courier to the address provided.

  5. Once received and approved, store credit or exchange processing will take 3–5 business days.

Additional Information

  • Shipping fees from the original order are non-refundable.

  • We are not responsible for lost or untracked return parcels.

  • Refunds, where applicable, will be made via the original payment method.

Contact Us

If you have any questions about our return or exchange process, please reach out:
Email: zevora.nz@gmail.com
Business Operator: Revolution Hub Ltd (t/a Zévora)
Location: Auckland, New Zealand