Returns & Refunds Policy

Thank you for shopping with Zakway. We want you to love your jewelry and accessories. If your purchase isn't right for you, please review our return and refund policy below.

30-Day Returns

You may request a return within 30 days of receiving your order, subject to the conditions outlined in this policy and applicable consumer protection laws.

To be eligible for a change-of-mind return, jewelry and accessories should be unused, unworn, in their original condition, and returned with their original packaging where available. Please include your order number or other proof of purchase.

For hygiene and safety reasons, certain items, such as earrings or other jewelry intended for intimate or pierced-body wear, may be ineligible for change-of-mind returns if they have been worn, opened after being sealed for hygiene reasons, or otherwise fall within a lawful exemption. This does not affect your rights if an item is faulty, damaged, or incorrectly described.

Our voluntary return policy does not limit any statutory rights you may have under applicable consumer protection laws.

How to Start a Return

Email support@zakway.com with your order number and the name or description of the jewelry item you wish to return.

If your item arrives damaged, defective, or different from what you ordered, please describe the issue and include clear photos where available. Our support team will review your request and provide return instructions and the appropriate return address.

Please follow these steps when returning your item:

1. Pack the jewelry securely to prevent scratches, breakage, tangling, or other damage during transit.

2. Include your order number or proof of purchase.

3. Return the item to the address provided by our support team.

4. Keep your shipping receipt and tracking information until your return has been resolved.

Please contact us before sending a return so we can provide the correct address. This procedure does not make any statutory cancellation right dependent on our prior approval.

Return Shipping Costs

Damaged, defective, or incorrect items: If Zakway is responsible for the issue, we will cover the applicable return shipping costs. Please contact our support team before returning the item so we can explain how shipping will be arranged.

Change-of-mind returns: If you return jewelry because you changed your mind, selected the wrong style, or no longer want the item, you are responsible for return shipping costs, except where applicable law requires otherwise.

If we send a different item from the one ordered, or the jewelry materially differs from its product description, the issue will not be treated as a simple change of mind.

Customer-paid return shipping costs depend on the carrier, shipping service, and return destination.

Refunds

Once we receive your returned item, we will inspect its condition and notify you of the refund decision by email. If a refund is declined or adjusted, we will explain the reason, subject to applicable law.

Approved refunds will be processed as promptly as possible and within the time limits required by applicable law. Where the law requires a refund based on evidence that an item has been sent back, we will follow that requirement.

Refunds will be issued to your original payment method and will include eligible returned-item amounts and any original delivery charges required to be refunded by applicable law.

After we issue your refund, the time it takes to appear in your account depends on your bank, card issuer, or payment provider. We will send you an email confirmation when the refund has been issued.

Damaged, Defective, or Incorrect Jewelry

If your jewelry arrives broken, damaged, defective, or different from what you ordered, please contact support@zakway.com as soon as possible.

Please include your order number, a brief description of the issue, and photos where available. We will review the situation and help arrange an appropriate remedy, such as a replacement, repair, or refund, as applicable.

Return conditions for unworn jewelry and the 30-day voluntary return period do not restrict any statutory rights you may have concerning faulty, damaged, or incorrectly supplied goods.

Order Cancellations

To request an order cancellation, email support@zakway.com as soon as possible and include your order number.

We will do our best to accommodate your request, but cancellation may no longer be possible once order processing or shipping has begun. If your order has already been dispatched, please follow the applicable return process.

This does not affect any statutory cancellation rights you may have under applicable law.

Your Consumer Rights

This policy is in addition to your rights under applicable consumer protection laws. Where those laws provide different or greater rights, including cancellation rights, return conditions, remedies, or refund deadlines, those legal rights will apply.

Contact Us

For jewelry returns, refunds, damaged items, or order cancellation requests, please contact:

Email: support@zakway.com

Please include your order number so we can assist you efficiently.