Return & Exchange

Change of Mind

We offer exchanges or store credit for change-of-mind purchases within 7 days of receiving your item.

To be eligible, items must be unworn, unused and in their original condition, with all original tags and packaging. Proof of purchase is required.

For hygiene and other reasons, earrings, custom-made items, sale items and clearance items are not eligible for change-of-mind returns or exchanges.

Change-of-mind purchases are not eligible for refunds. Customers are responsible for all return shipping costs.

Faulty Items

Zilvia offers a 2-month faulty item policy from the date you receive your item.

If you believe your item has a manufacturing fault, please contact us with proof of purchase and clear photos or videos showing the issue. We reserve the right to inspect the item before determining the appropriate remedy.

Damage caused by misuse, accidental damage, improper storage, exposure to chemicals or unsuitable conditions, or normal wear and tear is not considered a manufacturing fault.

Where an item is confirmed to be faulty, the available remedy will depend on the nature of the fault and your rights under Australian Consumer Law. For a minor problem, Zilvia may choose to repair, replace or refund the item. For a major problem, customers may be entitled to choose a refund or replacement.

Return Shipping

For change-of-mind returns, customers are responsible for return shipping costs.

For suspected faulty items that can be posted, customers may initially be required to return the item to us for assessment. If the item is confirmed to be faulty, Zilvia will reimburse reasonable return postage costs.

How to Make a Return

Please contact zilviajewelry@gmail.com with your order number or other proof of purchase, contact details, reason for return, and photos or videos where applicable.

Please contact us before returning any item. Returns sent without prior contact may experience processing delays.

This policy provides additional benefits and does not exclude, restrict or modify any rights or remedies available under the Australian Consumer Law.