Find answers to our most frequently asked questions.
Most Asked Questions
How can I track my order?
We will send you a tracking number to your email once your package has been shipped. Please track your order using our track your order page. Please allow adequate time for carrier updates to reflect in their system.
How long do refunds take?
Please allow several business days for the credit to appear in your account, depending on your financial institution's processing times. For more details view our refund/return policy.
How long does shipping take?
Most orders are processed within our standard timeframe of 1-3 business days. Please note that our processing times do not include weekends or public holidays. Typically, orders can be expected to arrive within 7-14 business days. It is important to note that while we aim for this window, orders may arrive sooner or later than this expected timeframe. For more information view our Shipping Policy.
Do you restock sold-out items?
Popular items are restocked regularly, but availability varies. Sign up for restock notifications on the product page or contact us to inquire about specific items.
Do your products fit true to size?
Yes, our products typically fit true to size and customers find their usual size fits perfectly. However, if you're between two sizes, we recommend choosing the larger size for a more relaxed and comfortable fit.
Where can I view your store policies?
All of our policies including shipping, returns, privacy, and terms of service can be found in the footer menu at the bottom of our website.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), Shop Pay, and other secure payment methods displayed at checkout.
How do I login and manage my membership?
On our main menu and footer menu there is an option to log into your customer account by entering your email. Once logged in you are able to pause/cancel your membership at any time through the "Manage Membership" button.
How much is shipping? Where do you ship to?
We offer free shipping to multiple countries around the world and are working on being able to ship to more countries in the future. If you can enter your address at checkout, we can ship to you!
Can I modify or cancel my order after placing it?
Orders are processed quickly to ensure fast delivery. Please contact us immediately if you need to modify or cancel your order. Once shipped, modifications are not possible, but you may be eligible for a refund or able to return the item according to our refund/return policy.
What should I do if a product is delivered damaged?
If you receive a product that is broken or damaged, we're here to help! Follow these steps to resolve the issue:
1. Take a photo of the damaged or broken product.
2. Send an email to shop@zavina.co with the picture of the complaint attached. In your email, please include your order number and a brief description of the issue.
3. Our customer service team will review your message promptly and work with you to find a solution as quickly as possible.
We're committed to ensuring your satisfaction and resolving any issues with your order. Don't hesitate to reach out to us if you encounter any problems
I haven't received an order confirmation, what should I do?
You will receive an order confirmation by e-mail immediately after placing your order. This e-mail contains the order number, order summary and the shipping address.
Sometimes, order confirmation emails may be filtered into your spam or junk folder by mistake. Take a moment to check these folders in your email account to see if the confirmation email is there.
If you've checked your spam folder, waited for some time, and verified your email address but still haven't received an order confirmation, reach out to our customer support team. Provide them with your order details, including your full name and order number, and they'll assist you in verifying your order status and resend the confirmation email if necessary.
Find answers about our products
Products Information
Are your products high quality?
Each piece is crafted with attention to detail. We maintain high quality standards throughout our sourcing and production process to ensure every item meets our brand's expectation.
Where are your products made?
We source and fulfill from international warehouses across multiple countries to optimize logistics efficiency and delivery speed. Our global network allows us to serve diverse markets while maintaining quality oversight at every touchpoint.
Do you offer a warranty?
All orders include a complimentary lifetime warranty. Select pieces may be not eligible for coverage depending on the nature of the concern and timeframe from purchase. We stand behind our craftsmanship and encourage you to reach out if you experience any issues with your jewelry. For more information regarding our warranty view our Lifetime Warranty.
How should I care for my jewelry?
We recommend storing pieces in a cool, dry environment away from direct sunlight and moisture. Avoid exposure to harsh chemicals, perfumes, and lotions.
Find answers about our VIP Circle
ZAVINA+ Membership
What is ZAVINA+?
ZAVINA+ is our VIP circle membership program designed to make building your jewelry collection more fun and affordable. Members enjoy €30 store credit every month that they can spend immediately or save for future purchases and access to exclusive discounts, product drops, sales and more. Learn more about how ZAVINA+ works here.
How do I sign up for ZAVINA+?
Simply shop as usual and add items to your cart. ZAVINA+ (VIP Circle) is automatically selected at checkout to unlock the best savings and perks. To purchase without ZAVINA+ applied at checkout simply choose "Checkout without VIP Circle" on our cart page before going to checkout. Your first month is €2.95, then €30.00 a month after that. View our Subscription Policy for more details.
What are the benefits of ZAVINA+?
The €30 a month fee converts directly into €30 in store credit each month, exclusive savings on every order, special member-only offers throughout the year, and the ability to accumulate credits that never expire.
How do store credits work?
Every month, your €30.00 membership fee becomes €30 in store credit. You can use it right away or save it up for a larger purchase later. Your credits never expire, so you can build them over time toward statement pieces.
Is there a trial?
Yes! Currently your first month of ZAVINA+ is only €2.95. After that, it's €30 a month which converts to €30 in store credit you can use immediately or save for later.
Can I get a refund on my ZAVINA+ membership charge?
Due to the multiple notifications provided throughout your shopping experience, only select orders are eligible for a refund on the ZAVINA+ subscription charge.
Because customers have the ability to cancel their subscription or opt out when purchasing, and are notified at multiple touchpoints before purchasing, refund eligibility is evaluated on a case-by-case basis. You can cancel your subscription at any time by logging into your customer account through our footer menu or main menu to avoid future charges.
For any more information please view our Refund Policy.
How do I cancel my ZAVINA+ membership?
Members can pause, skip, or cancel anytime. Members are able to log into a customer profile on our main menu and footer menu and manage membership through there. Just be sure to cancel at least 48 hours before your next billing cycle. For complete details, contact us at shop@zavina.co or view our Subscription Policy.
Find answers about Contact
Contact
How can I contact customer service?
You can reach our customer service team by email at shop@zavina.co or through the contact form on our Contact Us page. We're here to help with any questions or concerns about your order or our products.
What is the response time for customer service?
We always aim to answer every question within 72 hours (Monday-Friday). During holiday periods or weekends, response times may be slightly longer, but we strive to assist you as quickly as possible.
What information should I include when contacting customer service?
To help us assist you quickly, please include your order number (if applicable), a detailed description of your question or issue, and any relevant photos if you're inquiring about a product concern. The more information you provide, the faster we can help resolve your inquiry.