Returns, Exchanges & Cancellation

RETURNS

If you are not completely satisfied with your order, we will happily offer you a refund on your purchase. This excludes earrings, as we can not accept a return for hygiene reasons. So please choose carefully.

We also do not accept returns/refunds of the items that are on sale or of the items that are a gift from us.

To start the return process please email us at zenaisofficial@gmail.com. Once the return has been confirmed by us please return the purchase within 14 days (domestic orders) and 30 days (international orders) from the fulfillment date. 

Items must be returned in unworn condition, in their original packaging. Returns received in unsatisfactory conditions or lost in the mailing process (make sure you get a tracking number) will not be accepted and responsibility will be held by the customer. Once the returned products have arrived at our studio, we will inspect them and process the refund to you within 48 hours.

As we do not offer free returns, the shipping cost of the return (in case we are charged with it) and the original shipping cost of the order*, will be withdrawn from the refund. In addition any PayPal or card fees that we were originally charged with, will also be withdrawn from the refund. 

EXCHANGES

To exchange your item/s follow the above return instructions, and then place a brand new order for the item/s you desire. 

ORDER CANCELLATION 

If you changed your mind you can cancel your order up to 12 hours after placing it. As we do not offer free cancellation, if the item has been shipped the shipping cost of the order will be withdrawn from the refund*. In addition any PayPal or card fees that we were originally charged with, will also be withdrawn from the refund. If you wish to cancel after the 12 hours of placing an order cancellation fees will also apply. This means that 20% of the entire order will be withdrawn from the refund in addition to all the above. 

For all PRE ORDER items you can cancel your order up to 1 hour after placing it. As we do not offer free cancellation, if you wish to cancel after 1 hour of placing a pre order, cancellation fees will apply. This means that 50% of the entire order will be withdrawn from the refund. This happens because the item is not in stock and is made especially for you. Also if the item has been shipped the shipping cost of the order will be withdrawn from the refund*. In addition any PayPal or card fees that we were originally charged with, will be also withdrawn from the refund. 

For all solid gold items no cancellation/return or exchange is accepted.

So please choose carefully.

*The shipping cost will be withdrawn from the refund even if it was offered from us for free when placing an order. 

Please email zenaisofficial@gmail.com to get the returns/exchange/cancellation process started or if you have any questions.