FREQUENTLY ASKED QUESTIONS
1 – SHIPPING
1.1 – Do you ship internationally?
Yes, we do! Although we do our best to ship international packages promptly, the average delivery time is between 10-21 business days, excluding any delays and customs checks. This is also the case for Express shipping. Taxes and fees are determined according to local import rules.
1.2 – What is the cost of shipping?
Shipping costs are calculated at checkout and vary depending on the product weight and your shipping location. We strive to ensure shipping charges are affordable, however, we are at the mercy of our shipping carriers.
1.3 – When will you ship my order?
Most orders are shipped within 3-5 business days. Our system will notify you via email when your order has been shipped. Please note that during busy seasons, processing an order can take 5-7 business days.
1.4 – Where are my items coming from?
Our items are in fulfillment centers in several countries, the main ones being the United States, China and Brazil.
1.5 – How long does it take for an order to arrive?
Customers typically receive their orders within 1-3 weeks, however, this timeframe may vary for international customers.
1.6 – Will my order be shipped in one package?
For logistical purposes, items in the same order may arrive separately. We do this to ensure that items are shipped to our customers as quickly as possible.
1.7 – I received a tracking number but it hasn’t been updated.
Our carriers can take 2-3 business days after the shipment date to update a shipment. At that time, you can track the item via the tracking number.
1.8 – Do I have to pay import taxes/duties on an international order?
We try our best to make sure you don’t have to pay additional import or customs tax/duty charges but sometimes it is out of our control. If you are charged additional taxes/duties, you are responsible for the payment of them as it is out of our hands at that point.
2 – ONLINE ORDERS
2.1 – I made a mistake with my address.
Please check your address on your confirmation email, which you should have received after your purchase. If there is a mistake with your address, please contact us at [email protected] as soon as possible.
PLEASE NOTE: Once an order has been processed, we are no longer able to change the shipping address.
2.2 – I didn’t receive an order number. How do I know my order is complete?
Our system sends a confirmation email after you make your purchase and it will include your order number. If you didn’t receive it, please check your Junk folder. If you are still concerned that your order didn’t go through, you can always contact us.
2.3 – This is a gift – do you have any gift options or a gift receipt?
Unfortunately, we do not have gift options available right now.
2.4 – What methods of payment do you accept?
We accept payments from PayPal.
2.5 – Do you offer wholesale prices?
Please contact us at [email protected] to discuss Wholesale options.
3 – CARE INSTRUCTIONS
3.1 – How do I take care of my jewelry?
Because of the delicate nature of jewelry, any damage caused by wear and tear will not be replaced. Please follow the guidelines listed below to ensure proper care of your jewelry.
- Always remove your jewelry before swimming, showering, bathing, or cleaning with household chemicals, especially those containing bleach or ammonia.
- Be sure to apply hairspray, creams, makeup, and fragrance prior to putting on your jewelry.
- Leather Jewelry – Do not expose it to water or any form of moisture.
- Plated Jewelry – Ensure it is dry prior to storing as moisture can lead to tarnishing.
4 – RETURNS AND EXCHANGES
4.1 – I would like to cancel my order.
You may cancel any Zalupe order as long as the order status is “in process.” If the order status has changed to “shipped,” it is beyond the point where we can cancel it as it is now in the hands of shipping carriers.
4.2 – I would like to change my order.
If you wish to add or remove items from your order, please contact us at [email protected] as soon as possible.
PLEASE NOTE: Once an order has been processed, we are no longer able to make any adjustments to it.
4.3 – The item I received doesn’t look like the picture on the website.
Please send a photo of the item you received to [email protected] so we can confirm that the correct product was shipped.
4.4 – My item is broken.
Due to the delicate nature of some designs, breakage can occur, although it is rare. If your item is broken, please contact us and send a photo of your item and receipt to [email protected]
5 – DISCOUNT CODE
5.1 – I tried to use a discount code and it didn’t work.
If your discount code isn’t working, please note and check the following:
- Has the code expired?
- Was it copied properly?
- Discount codes cannot be combined with other discount codes.
- Discount codes are only available for use on regularly priced items.
- Coupon codes are only valid at zalupe.com.