FAQ
Where can I submit a return request?
- Submit Return Request here:
What is the return policy?
We are happy to accept exchanges and returns within 15 days of receipt. Your return window starts from the day the package is delivered to you. Please note, the original shipping fee is non-refundable. $5 will be deducted for the return shipping label from the refund.
Items must be in their original condition without signs of wear or damage. Items returned must be in all original packaging (box and insert included).
How can I return my purchase?
How to Request a Return:
- Sign in to your account: a. Enter your order number and Shipping Zip Code and click Start Return button.
- Navigate to the order you wish to return.
- If your order contains multiple items, select the specific items you want to return.
- Choose a reason for the return and include any additional notes for the store.
- Follow further steps as prompted on screen.
Once your return request is approved and requires shipping, you will receive an email containing shipping instructions and a return shipping label. Upon the return of the product, you will be issued a refund. Please note, the original shipping fee is non-refundable. Please allow 7-10 days for the refund to be processed and reflected on your end.
How much is the return shipping fee?
There will be a flat $5 shipping fee per every return which will be deducted from the refundable amount.
Please note, the original shipping fee is non-refundable.
What is the exchange policy?
How to Request an Exchange:
- Sign in to your account: a. Enter your order number and Shipping Zip Code and click Start Return button.
- Navigate to the order you wish to exchange.
- If your order contains multiple items, select the specific items you want to return.
- Choose a reason for the exchange and the choice of item you want in exchange.
- Follow further steps as prompted on screen.
If there is a price difference between the original product you are returning and the new product you wish to exchange it for, how we handle this difference will vary based on the circumstances of the exchange.
For example:
- If the new product you are requesting is of higher value than the original purchase, we will send you an invoice for the additional amount to cover the price difference. Once the payment is received, we will proceed with shipping the new product to you.
- Conversely, if the new product you are requesting is of lower value than the original purchase, we will refund you the difference amount. This refund will be processed once we receive the returned item and verify its condition.
The specific action taken, whether invoicing for additional charges or refunding the difference, will depend on the nature of the exchange and the respective prices of the products involved. Our aim is to ensure fairness and transparency throughout the exchange process, and we will communicate clearly with you regarding any price adjustments that may be necessary.
When will I receive my refund?
Please note your return will be processed within 7-9 business days from the time we receive it in our studio.
Refunds of orders placed via FB/Instagram, may take a few days longer.
Once processed, we will send you a confirmation via email!
Gift Card purchases
Items bought with a gift card can only be refunded for store credit. Email us with your order number, and we will be happy to assist you.
Can I return part of a Bundle Set?
We are happy to accept returns of products which are bought as a part of bundle. But full original price will be charged for the product you wish to keep and the refund amount will be adjusted accordingly.
Example:
If you bought the Two Tone Bubble Hoops and the Double Ring Set as a bundle and if you wish to return the rings only, full price of the Bubble Hoops will be charged and will be deducted from the refundable amount.
Can I return a "Final Sale" item?
All products marked "Final Sale" do not qualify for a return and are non-refundable.
How can I track my order?
You will receive an email with the tracking details as soon as your package leaves our studio. Please be sure to check your spam folder too just in case you cannot find it.
What are the Shipping fees?
- Standard Shipping: The rate for standard shipping is $5, charged based on the subtotal before taxes, discounts, and non-refundable items. However, orders over $150 qualify for free standard shipping.
- Express Shipping: For a faster delivery experience, choose express shipping at a rate of $20. Orders over $250 get free express shipping.
What is the order processing time?
- Standard Shipping: Please allow 2-3 business days for processing before your order is dispatched.
- Express Shipping: Enjoy expedited processing with 1-2 business days before your order is dispatched.
Please note, these times do not include weekends and public holidays.
When will I receive my order?
The estimated delivery date will be indicated during checkout, depending on the shipping type selected.
- Standard Shipping: 3-5 business days
- Express Shipping: 2-3 business days
The indicated delivery timeline does not include order processing times, weekends, holidays, and any unforeseeable delays on the courier's end, such as weather conditions, volume surges, or traffic.
My order shows as delivered, but I have not received it. Help?
If the tracking shows that the package is delivered, but you have not received it, we kindly ask you to wait for a day before contacting us. Sometimes, tracking information is updated early, and the package may still be in transit.
Can I cancel or edit my order?
As our team works hard to get your order dispatched as quickly as possible, please carefully review the details of your order.
But if you wish to cancel or edit your order, you can do so till the time we have not shipped your order.
To make changes or to cancel your order, kindly get in touch with us with your order number on support@zynniacollective.com and you will receive a response ASAP.
Please note, we can only make changes to your shipping address and not to the billing address.
Where do you ship?
Currently, we only ship in the United States, including Puerto Rico, Hawaii and APO/ FPO addresses. We also ship to PO Boxes.
Pre-Order Items
- Mixed Orders (Preorder and Non-Preorder Items): If an order includes both preorder and non-preorder items, the entire order will be shipped once all items are available for fulfillment. This ensures that you receive your complete order in one shipment.
- If you require non-preorder items to be shipped separately or ahead of the preorder items, we recommend placing separate orders. This will allow us to fulfill and dispatch the available items promptly, meeting your specific requirements.
- Please be mindful of the estimated shipping timelines provided for each preorder item when placing mixed orders. We appreciate your understanding and cooperation in helping us deliver a smooth and efficient shopping experience.
- The expected shipping date for preorder items will be clearly communicated at the time of purchase. Please note that unforeseen circumstances may occasionally cause delays. In such instances, our customer service team will keep you informed about any changes to the estimated shipping timeline.
Is there a price match policy?
- Time Period: Our Price Match Policy is applicable within 15 days from the date of delivery. Contact us at support@zynniacollective.com with your order number and we'll be happy to assist
- Refund Method: The refund for price matching is only processed to the original form of payment.
- Exclusions: Final Sale Items are excluded from the price match policy. Additionally, jewelry bought through third-party retailers is not eligible for price matching.
How do discount codes/gift cards work?
You can simply apply the discount code or the gift card code during checkout and click "apply"! Please note, the codes are case sensitive and need to be filled in exactly as they are.
Please note, all Discount Codes are only applicable on full priced items. Already discounted products will be excluded from any discounted codes.
Do you have a warranty?
Yes! You can check out our warranty here.
What is the warranty?
For 1 year from the date of purchase, we assure you that we will take care of your Sterling Silver product if any damage to the material or workmanship of the jewelry occurs. This warranty reflects our commitment to delivering products that meet the highest standards of craftsmanship.
What is covered and excluded from the warranty?
What's Covered:
Our warranty covers any defects in material or workmanship within the first year of purchase, for our Sterling Silver products. We want you to enjoy your Sterling Silver jewelry worry-free, knowing that we've got you covered.
What's Not Covered:
Please note that our warranty does not cover lost items, scratches resulting from normal wear and tear (such as a bent ring or broken chain), improper use or storage of the product, and any modifications performed by a third party.
Other points to consider
1) Third-Party Purchases: Items purchased through a third-party vendor (outside of Zynniacollective.com) are not covered under our warranty. For assistance with such purchases, please contact the company from which the items were bought.
2) Avoid External Repairs: We do not recommend having our Sterling Silver products worked on by external jewelers, as this may void any potential for repair or replacement in case a defect develops due to their work. This includes resizing or any other repair work.
3) Quality Inspection: To continuously improve our Sterling Silver products, we may require any defective piece to be sent back to us for inspection and quality auditing.
4) Exclusions: Promotional products may be excluded from our standard warranty policy.
5) Shipping Costs: In the event of any repairs or replacements covered under warranty, the customer will be responsible for bearing the shipping costs.
We value your trust in Zynnia Collective, and this warranty is our promise to stand by the quality of our Sterling Silver products. If you have any questions or concerns regarding our warranty, feel free to reach out to our customer service team via email at support@zynniacollective.com
Where can I submit a return request?
- Submit Return Request here:
What is the return policy?
We are happy to accept exchanges and returns within 15 days of receipt. Your return window starts from the day the package is delivered to you. Please note, the original shipping fee is non-refundable. $5 will be deducted for the return shipping label from the refund.
Items must be in their original condition without signs of wear or damage. Items returned must be in all original packaging (box and insert included).
How can I return my purchase?
How to Request a Return:
- Sign in to your account: a. Enter your order number and Shipping Zip Code and click Start Return button.
- Navigate to the order you wish to return.
- If your order contains multiple items, select the specific items you want to return.
- Choose a reason for the return and include any additional notes for the store.
- Follow further steps as prompted on screen.
Once your return request is approved and requires shipping, you will receive an email containing shipping instructions and a return shipping label. Upon the return of the product, you will be issued a refund. Please note, the original shipping fee is non-refundable. Please allow 7-10 days for the refund to be processed and reflected on your end.
How much is the return shipping fee?
There will be a flat $5 shipping fee per every return which will be deducted from the refundable amount.
Please note, the original shipping fee is non-refundable.
What is the exchange policy?
How to Request an Exchange:
- Sign in to your account: a. Enter your order number and Shipping Zip Code and click Start Return button.
- Navigate to the order you wish to exchange.
- If your order contains multiple items, select the specific items you want to return.
- Choose a reason for the exchange and the choice of item you want in exchange.
- Follow further steps as prompted on screen.
If there is a price difference between the original product you are returning and the new product you wish to exchange it for, how we handle this difference will vary based on the circumstances of the exchange.
For example:
- If the new product you are requesting is of higher value than the original purchase, we will send you an invoice for the additional amount to cover the price difference. Once the payment is received, we will proceed with shipping the new product to you.
- Conversely, if the new product you are requesting is of lower value than the original purchase, we will refund you the difference amount. This refund will be processed once we receive the returned item and verify its condition.
The specific action taken, whether invoicing for additional charges or refunding the difference, will depend on the nature of the exchange and the respective prices of the products involved. Our aim is to ensure fairness and transparency throughout the exchange process, and we will communicate clearly with you regarding any price adjustments that may be necessary.
When will I receive my refund?
Please note your return will be processed within 7-9 business days from the time we receive it in our studio.
Refunds of orders placed via FB/Instagram, may take a few days longer.
Once processed, we will send you a confirmation via email!
Gift Card purchases
Items bought with a gift card can only be refunded for store credit. Email us with your order number, and we will be happy to assist you.
Can I return part of a Bundle Set?
We are happy to accept returns of products which are bought as a part of bundle. But full original price will be charged for the product you wish to keep and the refund amount will be adjusted accordingly.
Example:
If you bought the Two Tone Bubble Hoops and the Double Ring Set as a bundle and if you wish to return the rings only, full price of the Bubble Hoops will be charged and will be deducted from the refundable amount.
Can I return a "Final Sale" item?
All products marked "Final Sale" do not qualify for a return and are non-refundable.
How can I track my order?
You will receive an email with the tracking details as soon as your package leaves our studio. Please be sure to check your spam folder too just in case you cannot find it.
What are the Shipping fees?
- Standard Shipping: The rate for standard shipping is $5, charged based on the subtotal before taxes, discounts, and non-refundable items. However, orders over $150 qualify for free standard shipping.
- Express Shipping: For a faster delivery experience, choose express shipping at a rate of $20. Orders over $250 get free express shipping.
What is the order processing time?
- Standard Shipping: Please allow 2-3 business days for processing before your order is dispatched.
- Express Shipping: Enjoy expedited processing with 1-2 business days before your order is dispatched.
Please note, these times do not include weekends and public holidays.
When will I receive my order?
The estimated delivery date will be indicated during checkout, depending on the shipping type selected.
- Standard Shipping: 3-5 business days
- Express Shipping: 2-3 business days
The indicated delivery timeline does not include order processing times, weekends, holidays, and any unforeseeable delays on the courier's end, such as weather conditions, volume surges, or traffic.
My order shows as delivered, but I have not received it. Help?
If the tracking shows that the package is delivered, but you have not received it, we kindly ask you to wait for a day before contacting us. Sometimes, tracking information is updated early, and the package may still be in transit.
Can I cancel or edit my order?
As our team works hard to get your order dispatched as quickly as possible, please carefully review the details of your order.
But if you wish to cancel or edit your order, you can do so till the time we have not shipped your order.
To make changes or to cancel your order, kindly get in touch with us with your order number on support@zynniacollective.com and you will receive a response ASAP.
Please note, we can only make changes to your shipping address and not to the billing address.
Where do you ship?
Currently, we only ship in the United States, including Puerto Rico, Hawaii and APO/ FPO addresses. We also ship to PO Boxes.
Pre-Order Items
- Mixed Orders (Preorder and Non-Preorder Items): If an order includes both preorder and non-preorder items, the entire order will be shipped once all items are available for fulfillment. This ensures that you receive your complete order in one shipment.
- If you require non-preorder items to be shipped separately or ahead of the preorder items, we recommend placing separate orders. This will allow us to fulfill and dispatch the available items promptly, meeting your specific requirements.
- Please be mindful of the estimated shipping timelines provided for each preorder item when placing mixed orders. We appreciate your understanding and cooperation in helping us deliver a smooth and efficient shopping experience.
- The expected shipping date for preorder items will be clearly communicated at the time of purchase. Please note that unforeseen circumstances may occasionally cause delays. In such instances, our customer service team will keep you informed about any changes to the estimated shipping timeline.
Is there a price match policy?
- Time Period: Our Price Match Policy is applicable within 15 days from the date of delivery. Contact us at support@zynniacollective.com with your order number and we'll be happy to assist
- Refund Method: The refund for price matching is only processed to the original form of payment.
- Exclusions: Final Sale Items are excluded from the price match policy. Additionally, jewelry bought through third-party retailers is not eligible for price matching.
How do discount codes/gift cards work?
You can simply apply the discount code or the gift card code during checkout and click "apply"! Please note, the codes are case sensitive and need to be filled in exactly as they are.
Please note, all Discount Codes are only applicable on full priced items. Already discounted products will be excluded from any discounted codes.
Do you have a warranty?
Yes! You can check out our warranty here.
What is the warranty?
For 1 year from the date of purchase, we assure you that we will take care of your Sterling Silver product if any damage to the material or workmanship of the jewelry occurs. This warranty reflects our commitment to delivering products that meet the highest standards of craftsmanship.
What is covered and excluded from the warranty?
What's Covered:
Our warranty covers any defects in material or workmanship within the first year of purchase, for our Sterling Silver products. We want you to enjoy your Sterling Silver jewelry worry-free, knowing that we've got you covered.
What's Not Covered:
Please note that our warranty does not cover lost items, scratches resulting from normal wear and tear (such as a bent ring or broken chain), improper use or storage of the product, and any modifications performed by a third party.
Other points to consider
1) Third-Party Purchases: Items purchased through a third-party vendor (outside of Zynniacollective.com) are not covered under our warranty. For assistance with such purchases, please contact the company from which the items were bought.
2) Avoid External Repairs: We do not recommend having our Sterling Silver products worked on by external jewelers, as this may void any potential for repair or replacement in case a defect develops due to their work. This includes resizing or any other repair work.
3) Quality Inspection: To continuously improve our Sterling Silver products, we may require any defective piece to be sent back to us for inspection and quality auditing.
4) Exclusions: Promotional products may be excluded from our standard warranty policy.
5) Shipping Costs: In the event of any repairs or replacements covered under warranty, the customer will be responsible for bearing the shipping costs.
We value your trust in Zynnia Collective, and this warranty is our promise to stand by the quality of our Sterling Silver products. If you have any questions or concerns regarding our warranty, feel free to reach out to our customer service team via email at support@zynniacollective.com