RECEIVED INCORRECT OR DAMAGED GOODS?
In the event that your package arrives with extensive visible damage, appears tampered with or is the wrong order, contact us as soon as possible at info@ZoeLev.com
If you believe your item arrived with a manufacturing defect please contact info@zoelev.com providing your order number, proof of defect (images) and we will advise on the next steps to resolve any issues. Upon inspection, if we determine that the damage is not caused by a manufacturing defect, you will be notified with a repair quote if applicable.
CANCELLATIONS:
Given the nature of most of our jewelry, made to order, once order is placed we do not offer cancellations.
SHIPPING & HANDLING:
Transit time and cost is to be decided by customer at checkout. We ship using USPS ground (3 to 5 days in transit, not insured), UPS Ground (1 to 5 business days in transit), *UPS 2-day Air and *UPS Overnight (*UPS Express only ships on business days). We do ship to PO Boxes via USPS. We will not be responsible for inaccurate shipping information entered at checkout, inaccurate method, any delay caused in transit, and any delivery issues once the item has been marked as “Delivered”.
Please note:
- Transit time does not account for production time
- Shipping is a service and will not be refunded if items are returned
- If you would like signature added to delivery, please note this in the comment box at checkout
INTERNATIONAL ORDERS:
We do offer international shipping worldwide and offer multiple transit options, please note that USPS does take a few weeks for international transit and only tracks until it leaves the US, then its in the hand of your local post office and customs and not trackable vs. UPS which we offer as well and much quicker, typically 1-2 weeks and tracks all the way to you. Please note that all international orders are final sale.
We do not cover customs fees/duties. For international orders, you will be asked to cover fees/duties at checkout, or when your order arrives in the destination country. Fees/duties are determined by each country individually, and Zoe Lev does not have control over the amount you are charged in customs fees/duties.
RUSH ORDERS:
As most of our items are custom, personalized and made to order production time is to be expected. We offer a Rush order/production option for each item which cuts the production time in half and gets your piece made quicker than our standard timeline. The rush production timeline can be found in the item description of each item. Please note that rush production is itemized and must be applied to each item in multiple item orders for the entire order to ship out within the rush production timeline.The purchase of rush production does not include expedited shipping, customer is responsible for selecting desired shipping method at checkout.
Please Note:
- During holiday seasons and sales standard and rush production will be extended due to high volume.
- Rush Production is a service and will not be refunded once item has been placed into production.
RETURN & EXCHANGE POLICY:
We are confident you will be happy and love your Zoe Lev Jewelry purchase, but if you decide your piece is not right for you, please reach out to us within 10 days of delivery to initiate a return (*Exclusions apply) Return or exchange authorization will only be granted to eligible items. Items must be returned unworn, in original packaging and shipped within 5 days of receiving return authorization code, no exceptions. We will not accept returns or exchanges that are not authorized and/or shipped within 15 days of delivery. We will not accommodate any subsequent returns or exchanges once an exchange has been processed on an order. Once a piece is exchanged, it is final sale.
To help make gifting even easier this Holiday season, we are extending our typical return and exchange window. For eligible pieces purchased during or after our Black Friday sale, please notify us by January 1st if you’d like to return or exchange. For a list of exclusions, please use the link below.
Return Exclusions:
We will NOT authorize or accept returns/exchanges of any kind for the following items:
- Personalized: Any piece that includes initials or numbers (single or multiple); engraved items; name necklaces/pendants
- Customizations/alterations: Custom sizes, lengths, colors and styles that are not offered on our site.
- All Items from our Tennis Collection
- All Items from our Charm Locket Collection
- All Items from our Fortune Collection
- All items from our Bead Collection
- All items from our Zodiac Collection
- All birthstone jewelry
- All Earrings for sanitary reasons
- Vermeil Collection
There will be an 8% handling and restocking charge for all returns, additionally service fees will not be refunded (i.e. Shipping and Rush fees).
Contact us and include your order number to initiate your return and we will respond with instructions and a return authorization number within 24 – 48 hours.
