What should I do if my jewelry arrives damaged or not as described?

ZKZ Editorial TeamMain answer · Product & gemmology desk

Stop wearing or altering the piece, photograph the item, packaging and label, keep everything, and contact the seller quickly in writing with the order number, photos and what you want. Read the seller's return policy, and if you paid by card and the seller does not respond, you can ask your card company about a dispute. Your rights depend on where you live and the terms of sale.

Step by step

1. Do not wear it or try to fix it. Wearing or altering it can complicate a claim.
2. Photograph. Take pictures of the outer box, the shipping label, the packing and the item from several sides, with a ruler for size and a close-up of the problem.
3. Keep the packaging. You may need it for a return or a carrier claim.
4. Compare with the listing. Save a copy of the product page, the description, the report and the order confirmation.
5. Contact the seller quickly by email or the contact form. State the order number, what is wrong and what you want, such as repair, replacement or refund. Attach the photos.
6. Ask about the process. Ask where to return it, who pays and how long it will take.
7. Keep a record of messages and dates.

Your rights

Fact Your Europe says that in the EU the cost of returning a defective product is the trader's responsibility, and that consumers also have a 14-day right to withdraw from most online purchases, counted from delivery.

Fact The FTC says that if you paid with a credit card and a billing dispute arises about the purchase, for example because the merchandise shipped was not what you ordered, you should notify your credit card company that you want to dispute the purchase.

Uncertain In the US there is no single federal right to return an online purchase. A seller's own policy, state law and the card issuer's rules apply. Rules differ by country, so check the terms where you bought.

Damaged in transit or not as described

• Damaged in transit: report to the seller and, if it was insured, the carrier, with photos. Many carriers need a report within a short time.
• Not as described: compare the item with the listing, including size, weight, stone details and metal, and quote the wording.
• Stone issue: if the stone's size or quality does not match the report, send the report number and ask for a check.

What a good seller does

Our advice Replies promptly, offers a clear remedy, and does not ask you to accept a lower standard than described.

It depends A small cosmetic issue may be resolved with a repair, and a major mismatch is better solved with a replacement or refund. Which you prefer is up to you.

Uncertain We cannot tell whether your claim will succeed. It depends on the seller's policy, the law where you are and the evidence you have.

Related reading: Return Policy — 925 Silver Jewelry Orders · Shipping Policy — 925 Silver Jewelry and Lab Grown Diamond Orders · Contact ZKZ Jewelry — 925 Silver & Lab Grown Diamond Manufacturing

Sources

• Your Europe, Returns and the right of withdrawal
• FTC Consumer Advice, Buyer's remorse: the FTC's Cooling-Off Rule
• FTC Consumer Advice, Online shopping

Fact = stated by the cited source. Our advice = editorial recommendation. Uncertain / it depends = limits of what can be said in general.