At Zephyr, every piece is created with care and checked before it makes its way to you. We hope you love what you choose. If something arrives damaged, defective, incorrect, or incomplete, we will work with you to make it right.

Please read the policy below before raising a request.

If your order arrives:

• damaged
  
• defective
  
• with an incorrect item
  
• with an item missing from the package
  

please contact us within 7 days of delivery.

To help us review and resolve your request, a clear, continuous unboxing video is required. The video should begin before the parcel is opened and clearly show:

• the sealed outer package
  
• the shipping label
  
• the complete unboxing process
  
• the item received
  
• the damaged, defective, incorrect, or missing item, where applicable
  

Please ensure the video is clear, unedited, and without cuts.

Once your request and supporting evidence have been reviewed and approved by our team, we will arrange a replacement.

Where possible, the same piece will be replaced. If the original piece is unavailable, our team will contact you with the available resolution options.

Requests raised after 7 days from the date of delivery may not be eligible for review.

For an approved replacement, the jewellery must be returned:

• unused and unworn
  
• in the condition in which it was received
  
• with original tags intact, where applicable
  
• in its original packaging
  
• with all accompanying components, accessories, and promotional gifts, if any
  

We may be unable to process a replacement if the returned piece shows signs of wear, use, alteration, accidental damage, or tampering after delivery.

For approved replacement requests, we will arrange a reverse pickup from the original delivery address, wherever reverse pickup service is available.

Once the pickup is scheduled, please ensure someone is available to hand over the parcel and respond to calls from the courier partner. Missed pickup attempts may delay the replacement process.

In rare cases where a PIN code is not serviceable for reverse pickup, our team will guide you on the available return options.

Please do not send any product back to us without first receiving confirmation from the Zephyr team. Unauthorised returns may not be accepted.

Products purchased on sale, clearance, or as part of a special promotional offer are not eligible for return or refund.

However, if a sale or promotional item is received damaged, defective, incorrect, or incomplete, please contact us within 7 days of delivery with a clear, continuous unboxing video. Once reviewed and approved, we will work with you on a replacement.

Zephyr does not offer refunds for change of mind, personal preference, sizing concerns, or if a piece does not suit you as expected.

For eligible damaged, defective, incorrect, or incomplete orders, our first resolution is a replacement.

If a replacement cannot be fulfilled, our team will review the order and communicate the appropriate resolution based on the circumstances.

Once an order has been placed and payment has been completed, it cannot be cancelled.

We begin processing orders soon after they are confirmed, so we request that you carefully review your product selection, size, delivery details, and order information before completing your purchase.

If something is not right with your order, write to us at zephitup@gmail.com with:

• your order number
  
• a brief description of the issue
  
• clear photographs, where relevant
  
• the continuous unboxing video
  

Our team will review your request and share the next steps.

All eligible issues must be reported within 7 days of delivery.