Delivery & Returns

UK Delivery


We use Royal Mail Signed For First Class and Royal Mail Special Delivery Guaranteed services to deliver your jewellery. On dispatch, we will email you with shipping confirmation and also provide a tracking number.

On pieces where next day delivery is presented as an option, same day dispatch is possible. Our cut off time is 2pm.

Orders received after 2pm will be processed the following working day.

International Delivery


International delivery is available and this can be selected at checkout. Orders will be shipped via Royal Mail International Tracked & Signed.

When ordering goods from Zoe Kay Jewellery for delivery overseas, you may be subject to import duties and taxes that are levied once the package reaches your country. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from Zoe Kay Jewellery, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.


Returns and Refunds


At Zoe Kay Jewellery we want you to be happy with your purchase. However if your goods do not meet with your expectations, the Consumer Contracts Regulations entitles you to request a full refund.

If you wish to make a return, please contact us via our email address - instructions on how to make the return will then be provided.

You have the right to open the item, but are under a duty of care to ensure that the item is not used or damaged in anyway, and that all packaging is returned.

Our returns period is 14 days, and this commences the day after the day of order receipt.

Please note - all returns are the responsibility of the Customer. A tracked/signed for/compensated service should always be used. We do not offer free returns.

At our discretion - returns on some orders may still also be accepted where goods are returned to us after the 14 days starting the day after the day of receiving the goods has expired. In these cases, an administration charge of 10% will be applicable and will be deducted from the refund.

Please note - we are unable to accept returns or cancellations for Personalised, Engraved or Bespoke pieces, as this is a unique piece of jewellery designed around your own specific requirements.

Please note - all Moissanite jewellery pieces are made to order and hand crafted in the UK - as such they are excluded from our returns policy. In addition, once the order is placed and confirmed - this cannot be cancelled.

Please note - for hygiene reasons we also cannot exchange or refund the purchase of earrings, nose rings or belly rings.

All returns should be sent via Royal Mail using a tracked/signed for/compensated service to:

PO BOX 652

Please allow 7 days for your return to be processed. All refunds will be applied to the original payment method used to place the order.


Damage and Defects


In cases where an order arrives damaged from transit, the packaging should be photographed immediately on receipt and sent prior to opening to our email address 

In addition, in cases where a manufacturing defect is evident on opening an order - you should again inform us immediately providing details and pictures to our email address

For chains, and jewellery pieces which are accompanied by or attached to a chain - We guarantee the chain from manufacturing defect for the first 30 days, starting the day after the day of receiving the goods.

All other jewellery pieces we guarantee from manufacturing defect for a period of 3 months, starting the day after the day of receiving the goods.