Discover answers to your most common questions about ZARIÉ jewellery, shipping, care, and our gift packaging services.
Browse our FAQ to learn about sizing, returns, delivery timelines, and how to keep your pieces looking pristine.

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ORDERS & DELIVERY

How long does delivery take?

All orders are processed within 1-3 working days (excluding weekends and public holidays). UK Standard delivery takes 2-5 working days after dispatch. UK Express delivery takes 1-2 working days after dispatch. International delivery times vary by destination and customs processing. You'll receive a dispatch confirmation email with tracking details once your order has been sent.

Do you offer international shipping?

Yes, we ship to selected international destinations. Shipping costs and delivery times vary by destination and will be calculated at checkout. Please note that international orders may be subject to customs duties and import taxes, which are the responsibility of the recipient and are not included in our shipping costs.

Can I track my order?

Yes, tracking is provided where available. Once your order has been dispatched, you'll receive a tracking number via email. Please allow 24 hours for tracking information to activate before checking your delivery progress.

What if my order is delayed or lost?

If your order hasn't arrived within the expected timeframe, please contact us at contact.zarie@proton.me within 14 days of the expected delivery date with your order number. We'll investigate with the courier and work to resolve the issue.

Do you offer express or next-day delivery?

Yes, UK Express delivery (1-2 working days after dispatch) is available at checkout depending on your location. Please note that all orders require 1-3 working days for processing before dispatch.

RETURNS & EXCHANGES

What is your returns policy?

In line with UK Consumer Contracts Regulations, you may request a return within 14 days of receiving your order. Returned items must be unworn, unused, and in original condition, returned with original packaging including jewellery box and pouch, and free from marks, scratches, or signs of wear. For hygiene reasons, earrings and pierced jewellery cannot be returned unless faulty.

How do I return or exchange an item?

Please contact us at contact.zarie@proton.me within 14 days of delivery, quoting your order number. Once approved, return instructions will be provided. Returns must not be sent to our registered office address without prior approval. We do not currently offer direct exchanges - you're welcome to return your item and place a new order.

Can I return earrings or pierced jewellery?

For hygiene reasons, earrings and pierced jewellery are non-returnable unless they arrive faulty or incorrect.

How long do refunds take to process?

Once your return is received and inspected, we'll confirm approval by email. Refunds are issued to the original payment method within 14 days of receiving the returned item, in accordance with UK regulations. Original delivery charges are non-refundable.

Who pays for return shipping?

Return shipping costs are the customer's responsibility unless the item is confirmed as faulty or incorrect. We will cover return shipping costs for items with manufacturing defects.

PAYMENT & SECURITY

What payment methods do you accept?

We accept all major credit and debit cards including Visa, Mastercard, American Express, and Maestro. We also accept Apple Pay, Google Pay, and Shop Pay for faster checkout.

Is it safe to shop on your website?

Yes, your security is our priority. Our website uses SSL encryption to protect your personal and payment information. We never store your full card details on our servers.

Can I pay in instalments?

Yes, we offer flexible payment options through Shop Pay Instalments and Klarna (where available). You can split your purchase into interest-free payments at checkout.

Do you offer student or NHS discounts?

We occasionally run special promotions for students, NHS workers, and other groups. Sign up to our newsletter to be the first to know about exclusive discounts and offers.

Will I be charged customs fees for international orders?

International orders may be subject to customs duties, taxes, and handling fees determined by your country's customs authority. These charges are the responsibility of the recipient and are not included in our shipping costs.

PRODUCT CARE & MAINTENANCE

How do I clean my jewellery?

Gently clean your pieces with a soft, lint-free cloth after each wear to remove oils and residue. For deeper cleaning, use warm water with a mild soap, then pat dry thoroughly. Avoid harsh chemicals and abrasive materials.

Can I wear my pieces in water or whilst showering?

We recommend removing your jewellery before showering, swimming, or exercising. Exposure to water, chlorine, and sweat can cause tarnishing and damage over time, particularly with gold-plated pieces.

How should I store my jewellery?

Store each piece separately in a soft pouch or jewellery box to prevent scratching and tangling. Keep your jewellery in a cool, dry place away from direct sunlight and humidity.

Will my jewellery tarnish over time?

Gold-plated and silver pieces may naturally tarnish with wear and exposure to air. Proper care and storage will significantly slow this process. Solid gold pieces are highly resistant to tarnishing.

Can damaged pieces be repaired?

We offer repair services for certain pieces. Please contact us with photos of the damage and your order details, and we'll advise on repair options and costs.

MATERIALS & QUALITY

What materials are your pieces made from?

Our collection features high-quality materials including sterling silver, 18k gold plating, solid gold, and carefully selected gemstones. Each product page lists the specific materials used.

Is your jewellery hypoallergenic?

Yes, our pieces are designed with sensitive skin in mind. We use hypoallergenic materials including sterling silver and gold, which are suitable for most skin types.

Are your pieces nickel-free?

All ZARIÉ jewellery is nickel-free and complies with EU regulations for safe jewellery materials, making our pieces suitable for those with nickel sensitivities.

Do you use real gold or gold plating?

We offer both solid gold pieces and 18k gold-plated options. Gold-plated items feature a thick layer of 18k gold over a sterling silver or brass base. Each product description clearly states the material composition.

Are your stones natural or lab-created?

We use a combination of natural gemstones and high-quality cubic zirconia, depending on the design. Each product page specifies the type of stone used in that particular piece.

SIZING & FIT

How do I find my ring size?

We recommend visiting a local jeweller for professional sizing. Alternatively, you can use our downloadable ring sizer guide available on each ring product page. Measure your finger at the end of the day when it's at its largest.

Are your pieces adjustable?

Some of our rings and bracelets feature adjustable designs. This information is clearly stated in the product description. If you're unsure, please contact us before purchasing.

What if my jewellery doesn't fit?

If your piece doesn't fit, you can return it within 14 days for a refund, provided it's unworn and in original condition. We don't currently offer direct exchanges, but you're welcome to place a new order in the correct size.

Do you offer custom sizing?

Custom sizing is available for select pieces. Please contact us with your requirements and we'll advise on availability and any additional costs.

How do I measure for bracelets or necklaces?

For bracelets, measure your wrist circumference and add 1-2cm for comfort. For necklaces, refer to our size guide which shows how different chain lengths sit. All measurements are provided in the product descriptions.

GIFT SERVICES & PACKAGING

Do you offer gift wrapping?

Yes, complimentary luxury gift packaging is included with every order. For special occasions, premium gift wrapping is available at checkout for an additional fee.

Can I include a gift message?

Absolutely. You can add a personalised gift message during checkout. We'll include it on a beautiful card with your order, and no pricing information will be included.

Do you provide gift receipts?

Yes, gift receipts are available upon request. Simply select the gift receipt option at checkout or contact us after placing your order.

Can I send orders directly to the recipient?

Yes, you can enter a different delivery address at checkout. We'll send the order directly to your chosen recipient with gift packaging and your message, with no prices shown.

What packaging do orders arrive in?

All orders arrive in elegant ZARIÉ packaging designed to protect your jewellery and create a luxurious unboxing experience. Each piece is carefully wrapped and presented in our signature boxes with protective pouching.

ABOUT OUR JEWELLERY

Are your pieces suitable for everyday wear?

Yes, our collections are designed for everyday elegance. We focus on delicate, timeless pieces that complement your daily style whilst maintaining durability and quality.

Do you offer matching sets?

Many of our pieces are designed to be layered and mixed. Whilst we don't sell pre-packaged sets, our collections are curated to work beautifully together. Contact us for styling recommendations.

Can I request a custom or bespoke piece?

We don't currently offer fully bespoke services, but we're happy to discuss customisation options for certain pieces. Please contact us with your ideas and we'll advise on what's possible.

Are your pieces suitable for sensitive occasions like weddings?

Absolutely. Our refined, minimal aesthetic makes our jewellery perfect for weddings, engagements, and special celebrations. Many pieces work beautifully as bridal jewellery or thoughtful gifts.

Do you restock sold-out items?

Popular items are regularly restocked. If something you love is out of stock, sign up for restock notifications on the product page or contact us to enquire about availability.

ACCOUNT & SHOPPING

Do I need an account to place an order?

No, you can checkout as a guest. However, creating an account allows you to track orders, save your details for faster checkout, and manage your Wishlist.

How do I create an account?

Click "Account" in the top navigation and select "Create Account". You'll need to provide your email address and create a password. You can also sign up during checkout.

I've forgotten my password. What should I do?

Click "Account" then "Forgot Password" and enter your email address. We'll send you a link to reset your password securely.

Can I save items to a Wishlist?

Yes, when logged into your account, you can save favourite items to your Wishlist by clicking the heart icon on any product page.

How do I update my account details?

Log into your account and navigate to "Account Details" where you can update your email, password, and saved addresses at any time.

Can I cancel or modify my order after placing it?

Orders are processed quickly (within 1-3 working days) to ensure fast dispatch. If you need to cancel or modify your order, please contact us immediately at contact.zarie@proton.me. We'll do our best to accommodate changes before dispatch, but cancellations may not be possible once the order has been accepted and processed.

CONTACT US

Can't find what you're looking for?

If you have a question that isn't answered here, we're here to help. Email us at contact.zarie@proton.me and we'll respond within 24-48 hours during business days.

For order-specific enquiries, please include your order number to help us assist you more quickly.