Welcome to our Frequently Asked Questions page. We've compiled a list of the most common questions we receive to help you have a seamless Zelouria experience. Can't find what you're looking for? Our customer service team is always happy to help.
Ordering & Payment
Q: How do I place an order?
A: Simply browse our collections, select your desired items and sizes, and click "Add to Bag." When you're ready, proceed to checkout, where you will enter your shipping details and payment information to complete your purchase.
Q: What payment methods do you accept?
A: We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), PayPal, and Apple Pay for a fast and secure checkout.
Q: Is my payment information secure?
A: Absolutely. We use industry-standard SSL (Secure Sockets Layer) encryption technology to protect your personal and payment information. We never store your full credit card details on our servers.
Q: How will I know if my order is confirmed?
A: You will receive an order confirmation email to the address you provided at checkout within a few minutes of placing your order. Please check your spam folder if you don't see it.
Shipping & Delivery
Q: Where do you ship?
A: We are proud to offer worldwide shipping to over 150 countries.
Q: How much does shipping cost?
A: Shipping costs are calculated at checkout based on the total weight of your order and your delivery destination. For a detailed breakdown, please see our Shipping Policy.
Q: How long will it take to receive my order?
A: Please allow 1-3 business days for order processing, plus the shipping transit time. Transit times vary by location:
-
North America & Europe: 5-10 Business Days
-
Australia & Asia: 7-14 Business Days
-
South America & Africa: 10-21 Business Days
You will receive a tracking number via email once your order ships.
Q: Do you offer express shipping?
A: Yes, express shipping options are available at checkout for an additional cost.
Q: Will I have to pay customs or import duties?
A: For international orders, any customs, duties, or import taxes are the responsibility of the customer and are not included in the item price or shipping cost. These fees are determined by your local government. For more information, please contact your local customs office.
Returns & Exchanges
Q: What is your return policy?
A: We offer a 30-day return policy from the date of delivery for items in new, unworn condition with original tags attached. For hygiene reasons, earrings for pierced ears are final sale. For full details, please visit our Returns & Refunds Policy.
Q: How do I start a return?
A: Please contact our customer service team at support@zelouria.shop with your order number. We will provide you with a Returns Authorization Number and instructions. Returns sent without this authorization may be delayed.
Q: When will I get my refund?
A: Once we receive and inspect your return, we will process your refund within 5-7 business days. It may then take additional time for your bank or credit card company to post the refund to your account.
Product & Sizing
Q: What is your jewelry made from?
A: We use high-quality materials including 925 Sterling Silver, gold vermeil (a thick layer of gold over sterling silver), brass, and semi-precious stones. Specific material details are listed on each product page.
Q: Is your jewelry tarnish-resistant?
A: All precious jewelry can tarnish over time when exposed to elements like moisture and air. Our gold vermeil and sterling silver pieces are plated/sealed to resist tarnish. We include care cards with each jewelry order, and recommend storing pieces in a dry place and avoiding contact with perfumes and lotions.
Q: How do I find my size?
A: We provide detailed size charts for all clothing items on each product page. Please refer to these charts and measure yourself for the best fit. For jewelry, all dimensions (e.g., chain length, pendant size) are provided in the product description.
Q: The item I want is out of stock. Will it be restocked?
A: We do our best to restock popular items! You can sign up for the "Restock Notification" on the product page to receive an email when it's back in inventory.
Account & Technical
Q: Do I need an account to place an order?
A: No, you can check out as a guest. However, creating an account allows you to save your address, track orders easily, and view your order history.
Q: I forgot my password. How can I reset it?
A: Click on the "Log In" link and then select "Forgot your password?" You will receive an email with a link to reset your password.
Q: Can I modify or cancel my order after placing it?
A: We process orders quickly to get them to you ASAP. Please contact us immediately at support@zelouria.shop with your request. If your order has not yet been processed, we may be able to cancel or modify it. We cannot guarantee changes once an order has entered the fulfillment stage.
Contact Us
Q: How can I contact customer service?
A: You can reach our friendly customer service team via email at support@zelouria.shop. We aim to respond to all inquiries within 24 hours during business days (Monday-Friday).