FAQ | Zexa

ORDERS

You can modify or cancel your order within 1 hour of placing it. After this window, your order enters our fulfillment process and changes cannot be guaranteed. Please contact our customer service team immediately at hello@shopzexa.com if you need to make changes.

Once your order ships, you'll receive a confirmation email with a tracking number and link within 24-48 hours. You can also track your order by logging into your account and viewing your order history. Most orders are fulfilled within 1-2 business days.

We inspect every piece before shipping, but if your jewelry arrives damaged or defective, please photograph the item and email hello@shopzexa.com within 7 days of delivery. Include your order number and clear photos of the damage. We'll send a replacement at no cost or provide store credit, whichever you prefer.

SHIPPING & RETURNS

We ship worldwide to all countries. Your jewelry will be delivered directly from our fulfillment centers, automatically routed to the nearest location for fastest delivery.

We offer free worldwide shipping on all orders. Your jewelry will be delivered in 5-7 business days within the United States, 7-10 business days to Canada, and 7-14 business days internationally. All customs duties and taxes are included, so there are no surprise fees at delivery.

United States: 5-7 business days. Canada: 7-10 business days. United Kingdom: 3-5 business days. Europe & Australia: 3-10 business days. Rest of World: 7-14 business days. All shipping times are calculated from when your order is fulfilled (1-2 business days after purchase).

No. All ZEXA shipments are delivered DDP (Delivered Duty Paid), which means we handle all customs clearance and duty fees on your behalf. The price you see at checkout is the final price, with no surprise charges at delivery.

We accept returns within 30 days of delivery for any reason. Items must be unworn, undamaged, and in their original packaging. Contact hello@shopzexa.com to initiate a return. Refunds are processed within 5-7 business days after we receive your return. We also accept exchanges for different sizes or styles.

Yes, we offer exchanges within 30 days of delivery. Items must be unworn and in their original packaging. To initiate an exchange, contact hello@shopzexa.com with your order number and the item you'd like to exchange for. We'll arrange the exchange at no additional cost.

ACCOUNT

No, it's not mandatory, but it is highly recommended. Creating an account allows you to track orders, save shipping addresses, view order history, and receive early access to new collections and exclusive offers.

Absolutely not. We never have access to your payment information. All transactions are processed through Stripe, which uses bank-grade SSL encryption. Your data is completely safe and secure.

Click on 'Forgot Password' on the login page and enter your email address. You'll receive a link to reset your password within a few minutes. If you don't see the email, please check your spam folder.

PAYMENT

We accept Visa, MasterCard, American Express, and Discover cards. You can also pay with PayPal, Apple Pay, Google Pay, and Shop Pay for faster checkout.

Yes, all transactions are processed through Stripe, which uses industry-standard SSL encryption and is PCI-DSS compliant. We never store your complete credit card information on our servers.

Yes, we offer installment payment options through Klarna, Afterpay, and Shop Pay for qualifying orders. You can split your payment into 4 interest-free installments. Payment plan availability is determined at checkout.

PRODUCTS & CARE

We use gold-plated stainless steel, gold-plated eco-brass, and sterling silver. All our pieces are lead and nickel free, making them hypoallergenic and safe for sensitive skin. Each product listing includes specific material details.

Yes, all ZEXA jewelry is handcrafted using artisan techniques combined with precision manufacturing. This gives you the authenticity of handmade jewelry with consistent, professional quality.

Remove jewelry before showering, swimming, or exercising. Avoid contact with perfume, lotions, and harsh chemicals. Store in a cool, dry place away from direct sunlight. Clean gently with a soft, lint-free cloth after each wear. With proper care, gold-plated pieces can last for years.

With proper care, gold plating can last 1-3 years depending on wear frequency. Avoid water, chemicals, and friction. We include care instructions with every order to help extend the life of your jewelry.

Yes, all ZEXA jewelry comes with a 1-year warranty covering manufacturing defects. This includes issues with plating, clasps, or structural integrity. The warranty does not cover normal wear and tear, loss, theft, or damage from improper care. To file a warranty claim, contact hello@shopzexa.com with photos and your order number.

Each product page includes a detailed sizing guide. For rings, we recommend measuring an existing ring that fits well or using our printable ring sizer. For necklaces and bracelets, we provide standard length measurements. If you need sizing assistance, contact our customer service team.