FREQUENTLY ASKED QUESTIONS
Please refer below to answer FAQs about jewelry, orders, shipping, and repairs. Be sure to check your email junk folder and add info@zyvaandzobya.com to your safe list to receive all order communications and shipping information.
Jewelry Questions
What are the necklaces lengths?
See necklace size chart page in footer, or email us at info@zyvaandzobya.com
Can a bracelet be sized?
Yes, all our stretch bracelets are sizable. Our Regular size bracelet has a circumference of 7.5", our Petite size bracelet has a circumference of 6.5", and our Large size bracelet has a circumference of 8". If you need a bracelet that measures less than 6.5 inches, or more than 8 inches, please email info@zyvaandzobya.com before ordering your product. To ensure you get the best measurement, measure your wrist with a tape measurer for the most accurate size.
Where is your jewelry made?
All of our jewelry is designed and hand-crafted in the USA at our studio in the Twin cities, MN.
What are your products made of?
Zyva & Zobya design proudly handcrafts its products using lead-free premium alloys along with high-quality crystals and natural gemstones. As a result, there may be some natural variation in the individual pieces due to the handcrafted nature of our production process.
Does your jewelry contain nickel?
Our Silver finish may contain slight traces of nickel. If you are sensitive to nickel, we recommend our Brass finish jewelry.
Why doesn't my jewelry look exactly like the picture on the website?
Each piece is handcrafted and made to order. Natural variation in product is normal and not a reflection in quality.
Can I still order an item that shows “out of stock?”
Most of our products are made from one of a kind or rare gemstones and beads. Please email info@zyvaandzobya.com If you see something you love as we may be able to recreate the style or find you a similar piece that speaks to you.
How should I care for and store my Jewelry?
All our pieces are delicate and should be treated and cleaned with gentle care, If treated well your treasure will last for generations.
Jewelry Care
- Remove jewelry before showering or applying lotion and keep away from chemicals such as hairspray or other cosmetics.
- We also recommend removing jewelry before swimming in the ocean or pool or anywhere they would be submerged in water, or chlorine. It could Tarnish or shorten the lifespan of the elastic.
- Refrain from wearing your jewelry to the gym or during other strenuous activity.
- Re-clasp your necklaces or bracelets when storing them to prevent tangles or knots.
- Sunlight, air dryness, and environmental factors naturally react with Jewelry which can cause gradual color change or damage certain gems. Store away from windows- away from strong sunlight. Other gems draw moisture from the air so avoid storage in dry or climate-controlled area.
Jewelry Cleaning
- Use a soft-bristled brush like soft bristle toothbrush and a gentle non detergent soap -dish soap to gently scrub your jewelry.
- Avoid soaking in liquid jewelry cleaner.
- Gemstone, glass, trade, and crystal beads can be gently brushed with a damp soft bristle toothbrush to remove dust and debris and then thoroughly dried.
- Clean silver, gold and pave diamond jewelry with silver or gold polishing cloths or pads to retain their characteristic finish.
- Bone beads can be gently wiped-not soaked- with isopropyl alcohol-to remove any tarnish from silver components.
- Pearls should not be soaked in cleaner or alcohol or any kind. Regular wear and wiping with a soft damp cloth (not a brush) is the best way to maintain the luster of pearl jewelry.
- Refrain from cleaning jewelry in an at home ultrasonic jewelry cleaning machine.
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Ordering Questions
Why create an account?
For faster checkout without the need to re-enter details such as Shipping, billing, or credit card information when you place an order. These will be filled in automatically.
Is your website secure?
Yes, it is secure. To ensure security on our website we use Secure Socket Layer (SSL) encryption for every transaction. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.
What is your privacy policy?
We respect the privacy of all our customers. No information about our customers will be shared with any third party. Information collected will be used for fraud control, order verification, or internal marketing purposes only. Please see our privacy policy page.
What payment method do you accept?
We accept Shopify Pay, Visa, Mastercard, American Express, Discover, and PayPal
How do I change or cancel an order?
Confirmed orders cannot be cancelled or modified online once they have been successfully submitted. For help with a change or cancellation of your order, please contact info@zyvaandzobya.com.
Shipping Questions
What are your shipping fees?
We ship through US Postal Service (USPS) and at a flat rate shipping fee of only $5.00 to anywhere within the USA! For more shipping rates, please look below.
Your lovely purchases are packed in our beautiful jewelry gift boxes, ready for gift-giving! Bubble wrap protects the giftbox and your order will ship in padded envelopes.
|
USA orders |
USPS First Class Mail ($5.00): Arrival within 3-5 business days and provides tracking |
|
International orders |
USPS First Class International (Canada): $15. Arrival within 1-8 weeks. There is great variability for how long customs take to process your parcels and the postal system in the receiving country itself. Once your package leaves the USA, we have no way of tracking the parcel! |
It is your responsibility to provide us with the correct shipping address when you checkout.
Since all jewelry is handcrafted, processing times can be anywhere from 3-5 business days.
Will I get an order confirmation notice?
Once you submit payment, you’ll see an order confirmation page with an order number. You will receive an e-mail confirming that your order has been received with a link to view that order online. Please check your junk mail folder for the confirmation and add info@zyvaandzobya.com to your safe list.
How do I know that my order has been shipped?
When your order has been shipped, we will send you an e-mail with your tracking number and a link to where you can track it online. Please check your junk mail folder for the shipping confirmation and add info@zyvaandzobya.com to your safe list. If you prefer to receive your shipping updates via text messaging/SMS you can enter your phone number at checkout.
How do I check the status of my order?
Once you have placed an order, you can track it at any time through the order confirmation email.
Also, when your order has shipped, you will receive another email notification from us which will include a tracking number you can use to check its status.
Do you currently offer local delivery or express shipping?
We currently do not offer local delivery, but please contact us at info@zyvaandzobya.com for special requests. We will do what we can to get the items you desire into your hands in a timely manner. Yes, we offer express shipping. Please see shipping policy.
Do you ship internationally?
Currently, we are shipping to the US and Canada. If you are interested in other international shipping, please contact us at info@zyvaandzobya.com, for special requests. International customers may be able to order merchandise by a traceable method at their own expense. We require you use a provider who will provide a tracking number to ensure your package does not get lost.
Do you ship to PO boxes or APO/FPO addresses?
No, currently we do not ship to P.O. boxes and APO/FPO addresses.
Returns/Exchanges/Repairs Questions
What is your return policy?
We have a 7-day return policy, which means you have within 7-days after receiving your item to request and send back a return. Any item returned after 7-days from the item receipt date is not eligible for a refund. Items sent back to us without first requesting a return will not be accepted.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. We reserve the right to refuse returned merchandise that has been used, worn, or altered in any way and does not meet our return policy requirements.
To return a damaged item, please contact us with your order number and a picture of the damaged product within 48 hours of package receipt. We are unable to replace items that were purchased through our third-party vendors.
Return shipping charges are non-refundable and are the full responsibility of the customer. Refunds will be made for the price of the item, excluding shipping fees.
We are not liable for damage caused by inadequate packaging or if the item is damaged or lost while being returned to us. Items that are damaged when we receive them will not be eligible for a refund.
To start a return, contact us at info@zyvaandzobya.com. Please note that returns will need to be sent to the following address: ZYVA & ZOBYA Design, 428 Minnesota street, suite #500 Saint Paul, MN 55101
Damages and issues
Please inspect your order upon reception and contact us immediately within 48 hours of receiving package if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@zyvaandzobya.com. We do not offer refunds or credit on shipping fees.
Can I return a gift?
Gifted items are only eligible for store credit. The product must be new and unworn condition, and we require proof of purchase or gift receipt. Please contact us at info@zyvaandzobya.com for assistance.
Do you allow exchanges?
If you are not completely satisfied with your online purchase, you can send it back to us for an exchange, or store credit within 7 days of item receipt. To be eligible for an exchange or return, the item must be unused, undamaged, and sent back with tags, in its original packaging accompanied by the sale confirmation. We currently offer exchanges for the same item and subject to the item's availability.
Upon receipt of returned goods, zyva & zobya design reserves the right to deny refund if the merchandise does not meet the exchange policy requirements.
What if my jewelry needs repair?
We hope that you will wear and love our pieces for many years to come and are happy to help you maintain or repair your pieces as needed. If within the 30-day period of purchase and the product is worn with normal wear and needs repair, we will help with repairs at no charge. The customer must provide all original documentation from purchased goods, and the repair turn-around will be 4-6 weeks unless otherwise noted. All repairs sent must be accompanied by a return authorization (RA) number. We are not responsible for any product sent back to us without an RA or tracking number.
If jewelry was purchased and received more than 30 days ago, we will evaluate the item, which may take 1-2 weeks, and we will contact you with a quote for any repair fees.
Zyva & Zobya design reserves the right to deny any repairs or returns that do not fall within the specific guidelines and are sent to us without an RA as detailed above.