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 1pm.

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


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.

Failure to return the presentation box or damage to the presentation box will result in a £10.00 deduction from the refund.

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

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

Non Royal Mail returns cannot be accepted.

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. Customers should carefully review the product description prior to order to ensure suitability. 

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 14 days from return date receipt for refunds 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 on the day of delivery.

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 on the day of delivery.

Our jewellery comes with a 3 month warranty against manufacturing faults. On return the piece will be repaired or replaced. This does not cover normal wear and tear, such as scratching to the surface; denting of a locket, the plating wearing off over time; water damage; or breakage through mishandling or accidental damage.

Accidental damage is when a chain breaks because it becomes caught on something, such as clothing; or is pulled, perhaps by a child. This is not covered by the guarantee. Unfortunately, chains are not designed to be indestructible, so we urge you to take care, especially when putting on, or removing, your necklace or bracelet.

Please contact us if you have any problems with your jewellery at our email address