Frequently Asked Questions

slider2a

Shipping Information

UK Orders: We use Royal Mail First Class for UK deliveries. We offer free standard shipping on all UK orders over £100. On UK orders below £100, we offer flat rate shipping at £7.

 

We offer an expedited shipping upgrade for an additional £5.

 

International Orders: We’re a tiny but mighty team, and we cannot support international shipping at this time. We are working hard to bring back international shipping as soon as we can!

For UK customers, we offer expedited delivery for an additional £5.

We normally ship expedited orders via FedEx, which has a 3-5 day delivery window. If an order cannot ship via FedEx (e.g. PO Boxes, APO/FPO/DPO addresses), we ship via Royal Mail Priority Mail. Royal Mail Priority Mail usually takes 3-5 days to deliver in practice.

 

You’ll see an expedited shipping option at checkout to upgrade your delivery speed.

For fine jewelry orders and jewelry orders over £200, we may require a signature upon delivery. Please adjust your shipping address accordingly or contact us at hello@zumara.co.uk to update your order.

We want to make sure your package arrives to you safely, and since we are shipping delicate fine jewelry, we want to be sure that the right person is receiving it! If you won’t be home to sign for your package, we are happy to send it to your office instead, or remove the signature requirement. However, if we remove the signature requirement, we unfortunately can’t assist in the (unlikely) event the package is lost or stolen in transit.

Orders are usually fulfilled and shipped within 1-2 business days (M-F) of purchase. We ship from Monday through Friday, excluding holidays. You will be charged at the time the order is placed. When your order ships, we will email you a shipping confirmation (typically 1-2 working days after your order was placed).

 

We ship with Royal Mail, and it usually takes them 5 to 10 business days to deliver from the time of order placement.

Send a note with your order number and correct shipping address as soon as you can to hello@Send a note with your order number and correct shipping address as soon as you can to hello@zumara.com and we’ll do our best to fix that right up for you.

 

Please note that if the order has already gone to our warehouse, we unfortunately cannot modify your shipping address. We’re a small team that tries our best to get orders shipped out as soon as possible, so our processing times are super quick – sometimes even just a few hours. We know it sounds easy, but it’s not always possible – but we promise we’ll try our best for you!

 

Orders returned to us because of an invalid address are subject to a £10 shipping fee if reshipped. and we’ll do our best to fix that right up for you.

Send us a note with your order number and your requested order change to hello@zumara.co.uk and we’ll do our best to update your order for you.

Please note that if the order has already gone to our warehouse, we unfortunately cannot modify your order. We’re doing our best for you – so please bear with us!

We unfortunately cannot be held responsible for lost or stolen packages, but we will do everything we can to help. Please file a claim with the shipping provider and message us at hello@ zumara.co.uk with the claim number so we can help assist.

 

If you got a notification that your parcel was delivered but haven’t seen it show up yet, please wait an additional day before contacting us. We’re seeing a lot of parcels marked as delivered before they actually show up – most of the time they just arrive the next day.

Please note that all shipping carriers are seeing delays – the world is a little crazy right now – but we’ll do our very best to take care of things for you.

Returns and Exchanges

We want you to love your jewelry as much as we do. We offer free returns & exchanges within 30 days of purchase and free extended holiday returns through January 31, 2025 for purchases made on or after November 1, 2024.

Certain items are not eligible for returns or exchanges (e.g. sample/archive sale items, Surprise Ear Bar Trio, custom items, gift cards, gifts with purchase).

Returned items must be undamaged and in its original packaging. If your item is received with any damage, we will provide Zumara merchandise credit for the return.

Refunds are issued in the original form of payment for all purchases.

To begin the return process, visit our Returns & Exchanges portal.

Please note that unauthorized returns/exchanges may be returned to the sender. Returns received outside the above time frames are accepted at the discretion of Zumara. Shipping is not refundable.

Look for your order number on your order confirmation email. It’s 6 digits long (e.g. 123456), and you’ll find it right above the list of items you ordered. You can also find your order number on your packing slip that came with your order. It’s sometimes called the “control number” instead of the order number.

Store your jewelry individually and avoid exposing them to liquid and cosmetics. Extreme heat and humidity might cause gold plated jewelry to tarnish, keep your pieces in a dark, cool and dry place to avoid this.

Our best advice would be: wear your pair often (this helps lessen oxidation), and keep them in your Penny Pairs pouch when not in use.

Facebook/Instagram order confirmation emails use a different order number, so the only way to find your Zumara order number is on the packing slip that came with your order. Our order number is sometimes called the “control number” and it’s 6 digits long (e.g. 123456). If you don’t have your packing slip anymore, message us at hello@zumara.com, and we’ll help find your order number for you.
Once we have received the item(s), we’ll contact you to confirm receipt of the parcel. The cost of any undamaged and unworn products, correctly returned will be credited to the original purchaser’s credit card, including any sales taxes. Shipping is not refundable. Refunds will be made within 30 days of the date of receipt of the parcel; in practice, it’ll almost always be much quicker than that. We try to turn things around as fast as we can on our end, but it also takes time for your credit card to process your refund. FYI: typically, it takes around 5-10+ working days to process the refund, depending on your bank card/issuer. We wish we could speed that up for you, but it’s unfortunately out of our control.

We want you to love your Zumara jewelry as much as we love making it. If for any reason you are not completely satisfied, we gladly accept returns and exchanges within 30 days of purchase, minus custom items and items marked as Final Sale.

 

To make an exchange, please visit our Returns & Exchanges portal.

365 Day Happiness Guarantee

We offer a 365 Day Happiness Guarantee on our jewelry. We’ll do what it takes for you to be happy with your Zumara jewelry. If your jewelry doesn’t fit, we’ll help you find the right style for you.

We create high quality jewelry crafted with care. If you’re not satisfied, we can repair or replace any items that don’t meet expectations during our 365 day warranty period. Please note that our warranty does not cover Final Sale items.

 

Please note that discoloration, oxidation and tarnishing are all inherent and inevitable for plated jewelry over time. We stand behind the craftsmanship of our jewelry (we dip our jewelry in an extra thick layer of gold), and with proper care, your jewelry is made to last.

 

Please reach out to us at hello@zumara.co.uk with a photo and description of the issue, and we will do our best to make it right. Your happiness is our priority!

That’s no good! Please message us at hello@zumara.co.uk with a photo and description of the problem within 3 days of receiving your parcel, and we will do our best to make it right. Your happiness is our priority.
Didn't find it?
Contact us directly: zumara.co.uk
Shop
Search
0 Wishlist