Refund policy

Returns & Refunds Policy

Because our products are jewellery and worn close to the body, we do not accept returns or exchanges for change of mind for hygiene reasons.

That said, if something arrives damaged, defective, or incorrect, we’ll make it right.

Damaged, defective, or wrong item

Please inspect your order as soon as it arrives. If your item is defective, damaged, or you received the wrong item, contact us within 48h of delivery at ziolladesigns@gmail.com with:

  • your order number / proof of purchase

  • clear photos of the item and packaging (where relevant)

  • a short description of the issue

We’ll review your request and let you know the next steps.

Returns (faulty/damaged items only)

If your claim is accepted, we will provide instructions on how to return the item, including where to send it:

Return address: 
Ziolla Designs
Flat 57 Hainault Court
Forest Rise 
E17 3NW London, UK

Items sent back without contacting us first may not be accepted.

Exchanges

We don’t offer exchanges. If your item is faulty/damaged/incorrect, we’ll offer a replacement (where possible) or a store credit, depending on the situation and stock availability.

Non-returnable items

For hygiene reasons, all jewellery is non-returnable and non-exchangeable, except where it arrives faulty, damaged, or incorrect.
We also do not accept returns on sale items or gift cards.

EU/EEA & UK consumer rights

Nothing in this policy affects your statutory rights.
Please note: the 14-day cancellation (“cooling-off”) right for EU/EEA customers does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons once unsealed. Where this applies to your order, returns for change of mind will not be accepted.

Refunds (approved claims only)

If your claim is approved, we’ll confirm whether you’ll receive a replacement or store credit.
Approved refunds are issued to your original payment method within 10 business days once processed (your bank may take longer to show it). If it’s been more than 15 business days since we confirmed your refund, email ziolladesigns@gmail.com.