Last updated on June 3, 2026

Returns & Refunds

At Zilly & Co.™, we want you to love your jewellery. We carefully select our pieces and want you to feel confident when shopping with us.

If something isn't right with your order, please get in touch — we're here to help.

Change of Mind Returns

We understand that sometimes a piece may not be quite what you expected.

You may request a return within 14 days of receiving your order.

To be eligible for a change-of-mind return, the item must be:

• Unworn and unused

• In its original condition

• Returned with its original packaging, where applicable

• Free from damage, marks, perfume, cosmetics or other signs of wear

For hygiene reasons, earrings cannot be returned or exchanged for change of mind.

Return postage for change-of-mind returns is the responsibility of the customer.

Please contact us before returning an item so we can provide the appropriate return instructions.

Damaged, Faulty or Incorrect Items

We take care to ensure your jewellery reaches you in beautiful condition.

If your item arrives damaged, faulty or you receive the wrong item, please contact us as soon as reasonably possible after receiving your order.

Please include your order number, a brief description of the issue and clear photographs showing the problem.

Once we've reviewed the issue, we'll work with you to put things right. Depending on the circumstances, this may include a replacement, repair or refund.

Where an item is faulty or otherwise covered by your rights under New Zealand consumer law, we will meet our obligations under the Consumer Guarantees Act 1993 and other applicable legislation.

Refunds

Once an approved return has been received and inspected, we'll let you know the outcome.

Approved refunds will be made to your original payment method.

Please allow time for your bank, credit card provider or payment service to process the refund after it has been issued.

Original delivery charges are generally non-refundable for change-of-mind returns.

Exchanges

If you'd like a different item, please contact us and we'll do our best to help.

Availability cannot always be guaranteed, particularly for limited-stock or popular pieces.

Jewellery Care & Normal Wear

Jewellery naturally experiences wear over time.

The longevity of plated and fashion jewellery can be affected by exposure to water, perfume, cosmetics, perspiration, cleaning products and other chemicals.

Normal wear and tear, accidental damage, improper care or damage caused through misuse is not considered a manufacturing fault.

We recommend removing jewellery before showering, swimming, exercising or sleeping, and applying perfumes, lotions and cosmetics before putting your jewellery on.

Sale & Promotional Items

Unless faulty or otherwise required by New Zealand consumer law, clearance or final-sale items may not be eligible for change-of-mind returns.

Your statutory rights are not affected.

Your Rights Under New Zealand Law

Nothing in this policy is intended to exclude, restrict or modify any rights you may have under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or other applicable New Zealand consumer protection laws.

Where those rights apply, they take priority over this policy.

Need Help?

We're a New Zealand-owned business, and we're always happy to help.

If you have a question about a return, refund or your Zilly & Co.™ order, please contact us through our website or at hello@zilly.co.nz.

Please include your order number so we can assist you as quickly as possible.

Zilly & Co.™
Elegant. Affordable. Beautifully You.