Return Policy

At Zoara we take pride in the quality of all of our jewelry merchandise. If for any reason you are not completely satisfied with your purchase, we will be happy to refund or exchange the item within 30 days of its shipment.

How to Return Your Order:

Please follow the 7 simple steps described below in order to return or exchange your jewelry item(s):

  1. Contact Customer Service or email us at support@zoara.com before returning your item in order to make sure that you are eligible for return or exchange. We will provide you with a Return Authorization Number (RAN) for your return purposes. If you choose to email us, please be sure to include your order number and the reasons for return or exchange.

  2. A return label sticker was provided with your order.  Please clearly print the RAN in the space provided on the sticker, and affix to your return package.  If you cannot locate your return label, please print the number on the outside of your package.  Please note that a Return Authorization Number is required for return.

  3. Carefully ship your item(s) with all the original packaging material, RAN and original receipt by a pre-paid insured carrier to the address below. Be sure to keep hold of the tracking number for your own records. Please do not write "jewelry" or any other word that could be indicative of the package's contents. If you are returning the item for an adjustment, repair, resizing anything other than a return for the purpose of a refund or exchange, please send photocopies of the original documents (Diamond Grading Report, Appraisal, Invoice) and not the original documents.

  4. To ensure safe return, please clearly state your return address on a slip of paper inside the package, as well as on the package itself.

  5. Insuring your return: We strongly suggest that you insure any and all returns to Zoara, as we are not responsible for goods that have been lost, stolen or damaged in the shipping process. There is no dollar value amount too small to insure.

    Items may be returned through the FedEx, UPS, or your preferred shipping provider. Please note that items valued over $500 must be returned via USPS Registered Mail. Be sure to ask for a Return Receipt or confirmation of delivery for any shipment with all providers.

    Please send your package to:

    ZO NY
    50 W 47th St. Suite 1711
    New York, NY 10036
    USA

  6. After receiving your item(s) our Quality Control Team will verify its condition and authenticity. Please note that items that have been damaged, re-sized, injured, engraved, or altered in any way cannot be accepted for return.

  7. Items acceptable for return will be issued either a complete credit refund or reimbursed with online credit at our store (for exchange purposes) within 7 business days of receiving your return.

Conditions of Return:

Kindly read the conditions below to verify that you are eligible for a return or exchange:

  • The item must be returned in its original state, unaltered in any way and returned in the original box and packaging received.

  • Items that have been damaged in any way cannot be returned. See our Warranty page for policies related to the return of items with inherent structural problems.

  • Custom-made, and custom-engraved items cannot be returned, or refunded.

  • It is required that you send the original Diamond Grading Report that was provided to you if you are returning the item as a final return. If for any reason you could not provide the original certificate, you must pay a replacement fee of $100.  If you are returning the item for adjustments, such as repair or resizing, only a copy of the Diamond Grading Report is necessary. 

  • Shipping and handling fees are non-refundable, and are deducted from your credit.

  • Custom Fees and taxes are not refundable by Zoara, including cases that Zoara incurred the costs. Certian countries offer to refund these costs and the customer is responsible to contact the appropriate officials.

  • The returned item must include the original receipt.

  • Zoara allows for one return per customer in six month intervals.


Upgrade Policy:

Zoara is happy to offer a lifetime upgrade policy for certified diamonds purchased from us. Please see the conditions below to qualify:

  • Your new diamond must cost at least double the price of your current one.

  • Your current diamond must be returned with the original diamond grading report in pristine condition.

  • Your credit will be applied towards the new diamond, but the new diamond may not be returned for a full refund. If you would like to return the new diamond and receive the old one back, you must do so within 5 business days of receiving it.

  • The upgrade program does not include any item other than loose diamonds. Zoara may be able to offer a partial credit towards the setting, so please contact us for more details

  • Under certain circumstances, Zoara reserves the right to refuse an upgrade.

Comparison Purchasing:
Zoara does not allow comparison purchasing, the act of purchasing several items with the intent on returning all or keeping the one that you like.
 
We do not allow comparison purchasing due to the made to order nature of our products. Therefore, this type of purchasing would create extremely high costs for us as we are forced to discard several items unnecessarily. We forbid comparison purchasing on diamonds as well.
 
We may be able to offer you several alternate solutions if you aren't sure which product you would like to order. These alternate solutions could include additional information about the product and high quality images.
 
Zoara is here to assist you and ensure that you are completely satisfied with your purchase and online shopping experience. Our dedicated staff will guide you through the return process and is happy to answer any questions you may have regarding how to return your item. Please contact our Customer Service team for support.