Customer care

Returns, without the confusion.

Changed your mind or received something that is not right? Contact us and we will provide the correct return instructions. Please do not send an item before receiving those instructions.

Start a return
Tell us

Contact us within 14 days of receiving your item.

Send it

Return the item within 14 days after telling us.

Return postage

Paid by the customer for a change-of-mind return.

Fault or error

Zelvani covers the appropriate return cost.

How to start a return

Contact us

Email us with your name, order number and the item you want to return. You do not need to give a reason if you have simply changed your mind.

Receive instructions

We will reply with the correct return address and packing instructions.

Inspection and refund

Send the item using tracked postage. After inspection, any refund due will be issued to the original payment method.

Contacting us first does not remove your statutory rights. It ensures that your parcel is sent to the correct return location and can be matched to your order.

Change-of-mind returns

  • Contact us within 14 days of receiving the item to let us know you want to return it.
  • You then have a further 14 days to send the item back.
  • The item should be unworn, unused and handled only as necessary to inspect it.
  • Please return all included parts and packaging where possible.
  • You are responsible for the tracked return-postage cost.

If an item has been handled beyond what is reasonably necessary to inspect it, we may make an appropriate deduction for any reduction in value, where permitted by law.

Faulty, damaged or incorrect items

If an item is faulty, arrives damaged, is incorrect or is not as described, contact us as soon as possible. Include your order number and a description of the issue. Photographs can help us resolve the matter faster, but requesting photographs does not remove your statutory rights.

Zelvani will provide the appropriate remedy under applicable consumer law and will cover reasonable return costs where the item is faulty, damaged on arrival or supplied incorrectly.

Earrings

Earrings may be returned within the applicable return period where they are unworn, unused and returned in their original condition. For hygiene reasons, we cannot accept earrings that show signs of having been worn or used.

This does not affect your statutory rights where an item is faulty, damaged, incorrect or not as described.

Refunds

Eligible refunds are issued to the original payment method. For a qualifying cancellation of an entire order, the refund includes the standard outbound delivery charge. Any additional amount paid for an upgraded or express delivery service is not refundable beyond the cost of standard delivery.

Refunds will be made within the applicable legal timeframe. We may wait until the returned goods are received, or until you provide evidence that they have been sent back, before issuing the refund. Your bank or payment provider may require additional time to display it.

For a partial return, the original outbound delivery charge is not normally refunded because the remaining items were still delivered.

Exchanges

We do not currently operate automatic exchanges. Contact us and we will confirm the best available option. In most cases, the fastest route is to return the original item and place a new order for the replacement.

Need help?

Email contact@zelvani.com. Include your full name and order number so we can locate the purchase quickly. We aim to reply within two business days.

Last updated: 8 August 2026