I have a problem with my delivery!
In case something went wrong with your delivery, for example a wrong Address, delivered but not received or any other case for which the transport company is responsible please contact GLS directly:
The customer service is available from MO-FR 8am-6pm. Please hold your tracking number ready which you've got via email from us.
Do you ship to my country?
YES! We ship worldwide. Over 50€/70€ order amount the shipping is free of charge. More Details you can find HERE
How long does the delivery takes time?
This depends on your delivery country. Your parcel will be shipped from our Austrian Warehouse to you. You can expect the following delivery times:
Austria: 1-3 working days
Germany: 2-5 working days
Rest of EU: 2-7 working days
Rest of the world: up tp 30 days
How can I return my order?
You have 30 days time upon delivery to send the items back.
You are responsible for the return costs. Raise your receipt of your return in case the parcel gets lost.
The return address is the following:
More Details you can find here >>
How long does it takes time to get my money back?
After your return arrives at our warehouse it takes up to 14 days to process your refund. You will receive an email from us after we get your return in and another one after the refund was issued.
If you used KLARNA for your order please make sure to register a return in your KLARNA Account.
I've got a faulty or wrong item what can I do?
We are sorry to hear that. Please send the item back to us:
Please note if you want an exchange or a refund. We will refund you the shipping costs which have been incurred for your return.
How can I make a claim under the guarantee?
We offer two years warranty on our products. The details you can find here >>
How can I pay?
You can pay with Paypal, Visa, Mastercard, AMEX or KLARNA.
I've paid via Klarna but I've made the transfer incorrectly what can I do?
In case you have used KLARNA during Checkout but transfered the Money to ZOECA and not Klarna. Please contact Klarna directly to solve the Problem.
Will products which are out of stock come back?
Some yes, some not. You can find under each sold out product a tab where you can put in your email address. You will informed as soon as it will be back on stock.
MATERIALS & CARE
What kind of materials do you use for your jewels?/
Most our jewels are made of high quality 925 silver. We also offer a small Stainless Steel Collection.
Details about Material & Care you can find HERE
Are your jewels nickel free?
All our jewels are EU-Nickel conform.
Can I wear my jewels while swimming or bathing?
We don't recommend to keep your jewels on while swimming or taking a shower. Our jewelry is pretty dainty and natural stones don't like water. The plating is water resistant. Gold plated jewelry stays much longer shiny if you care them well.
HERE you can find detailed Care Instructions.
How long does it takes time to receive a preorder item?
Normally 60-90 days but due Covid you have to expect delays. Please note, that we don't except new preorders at the moment.
What are the current Preorder Slots?
At the moment there are no open Preorder Slots. All Preorders for October 2020 -January 2021 were shipped. In case you are waiting for a Preorder please contact us.