Need to return something?

We offer a 100% Satisfaction Guarantee.  In the unlikely event that you are unhappy with your purchase or you wish to return it for any reason then please fill out the contact form to request a return authorisation.  All return requests must be made by email within 14 days of delivery.

All our orders are carefully checked prior to despatch.  However, we advise that customers carefully check their purchase immediately upon receipt.  If an item is discovered to be faulty or damaged on receipt, please contact us within 14 days of delivery with details of the issue.  Due to the inherently delicate nature of jewellery, claims for faulty items made outside of the 14 days timescale will be processed at our discretion only and only if the claim is made within 60 days of delivery.  Items displaying damage or defect deemed to be a result of fair wear and tear or neglect will not be regarded as faulty.

When a return request has been approved by us, we will issue you with a Return Authorisation (RA) number which should be written on the outside of the returned package.  Please send the item(s) back within 14 days of your return request.

Returned items should be in their original, unworn condition, with packaging and tags (if appropriate).  Dogeared items must be returned with the gift backing card in perfect condition.  Goods returned to us damaged or worn (not in a resellable state) will be returned to you.

Please ensure that you use the appropriate postal service for your item and obtain proof of posting from the post office or carrier. We recommend you use an insured and registered service.  The postage cost of returning an unsuitable item is your responsibility, however if the item(s) is faulty please contact us for further instructions.

Where the initial payment was by credit/debit card or Paypal, then the refund will be made back to your credit card/bank account or Paypal account. We cannot process refunds by any method other than the same method that you used to make the original payment.  Where an item is returned because it is unsuitable any outbound express shipping costs are not refunded.

Please allow up to 10 working days from when the order has been returned for the refund/exchange to be processed.

What Is The Zentosa Free Gift Returns Policy?

Occasionally, we may run a promotional offer to give a free gift with your online order when you spend a certain amount of money. When returning items; if your order total becomes less than that amount needed to receive the free gift, you will be required to return the free gift. If you return items and your order is still equal to, or greater than the stated amount, then you may keep the free gift uncharged. Spending the required amount is compulsory to owning the free gift, so if the free gift is not returned then the value of the gift will be deducted from your card. We will contact you first, if this is the case.

International Customers

We offer the same terms for returns as for UK customers but we will allow a reasonable amount of additional time for returned items to be received by us due to possible delays in international shipping (21 days).  For international returns for a refund or exchange, the return shipping cost is borne by the customer. 

It is very important that the package is clearly marked "RETURNED GOODS" on the customs form to avoid additional import charges and delays. If such charges are incurred when the item is returned, this will be deducted from the refund.