Refund policy

I want you to feel looked after when you order from me. If something isn't right, tell me and I will fix it.

Change of mind

You have 30 days from the day your order arrives to change your mind.

To return something, email me at admin@zeyrem.com.au with your order number and I will send you the return address. Please don't post anything back before contacting me, as I need to know it's coming.

For a change of mind return:

  • The item needs to be unused and in the condition it arrived in, with any packaging or cards included.
  • Return postage is yours to cover.
  • Once your return reaches me and I have checked it over, I will refund the price of the item to your original payment method within 5 business days. Original shipping costs are not refunded.

Pierced earrings are the one exception. For hygiene reasons I can't accept these back once they have left me, unless they are faulty. I hope you understand why.

If something arrives faulty or damaged

This is different, and you are covered properly here.

Email me at admin@zeyrem.com.au within a reasonable time of noticing, with a photo if you can. Don't worry about the 30 day window, and don't worry about paying to send it back. I will cover return postage, and you can choose a replacement or a full refund.

Your rights under Australian Consumer Law

Nothing in this policy takes away from your rights under the Australian Consumer Law. Those rights sit alongside everything above and cannot be excluded.

My products come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Orders that haven't arrived

If tracking has stopped moving, or it has been well past the delivery estimate, email me. I will chase it with the carrier. If a parcel is genuinely lost in transit, I will replace it or refund you. You will not be left carrying that.

Sale items and gift orders

Sale items can be returned on the same terms as everything else.

If you are sending something to a person who is grieving and the timing turns out to be wrong, contact me. I would rather sort out something workable with you than hold you to a rule.