Shipping

As part of our initiative to operate in a progressive and sustainable manner, our pieces are made to order. Please refer to the Shipping section on the page of the piece you are interested in to see the approximate shipping time. Complimentary priority shipping is provided on all orders.

You may be required to pay additional import fees, taxes, brokerage fees, handling fees and/or other duties specific to the destination country in order to receive your order. These additional fees cannot be collected by us, nor are they controlled in any way by our online store. 

Due to the high value of our pieces, our parcels require a signature on delivery. If no one is available to sign for the parcel, it will be held at the nearest post office or holding facility to be collected with photo ID. Our couriers are trusted services, and as such we will not refund or replace orders that have been scanned as delivered. Please note that once your order is on its way, we are unable to change the shipping address.

Returns

Returns will be accepted within 14 days of dispatch date. We offer complimentary priority shipping for pieces returned. Please be advised, we do require a 10% fee for all returns, as our pieces are made to order.

Returns will be processed by our Quality Control department, prior to deeming the jewelry acceptable for return. We cannot process returns on pieces that have been customized, worn, used, altered or damaged. We reserve the right to refuse returns on any pieces that do not meet the above requirements according to our sole discretion.

Please email
concierge@sophiezamel.com
for instructions on creating a return and printing a shipping label. Please note that your return request will be processed within 21 business days of receipt. Credit card refunds may take up to 2 weeks to be processed. Gift recipients are entitled to a non-refundable merchandise credit.

Cancellations

In the instance you would like to cancel your order, you may do so within 60 minutes of your order being placed. Please email concierge@sophiezamel.com to advise us on this matter.

Repairs

Our jewelry comes with a 6 month warranty which covers damage cause by manufacturing faults only. In the instance of a break caused by wear and tear, a repair fee will be incurred. The cost of the repair is dependent on an assessment.

All metals will tarnish over time, however this process will accelerate when the jewelry is in contact with agents such as perfume, salty air, sulphur, skin creams, hairspray, closing and acidic skin pH. Tarnishing is not covered under our warranty.

Any repairs or modifications that are not performed by our team will void the voluntary warranty.

Care Instructions

With proper care, the beauty of your jewelry can be preserved for years to come. To maintain the luster of your jewelry, avoid exposure to household bleach and other cleaning products. It is also advised to avoid wearing your jewelry in chlorinated pools and hot tubs, as well as frequent exposure to fragrances and cosmetics. We recommend storing your jewelry in the packaging provided. Please follow the below instructions when cleaning your jewelry:

1. Place your jewelry in a quality gold jewelry cleaning solution

2. After 2 minutes, use a pair of tweezers to remove your jewelry from the solution

3. Gently clean behind the settings and in between crevices with a soft bristle brush to remove any debris

4. Rinse, blot dry and polish your jewelry with a quality polishing cloth.

Secure Payments

We accept all major credit cards. Every purchase is made with maximum security thanks to the use of Trustwave and Geotrust-certified secure servers and the implementation of the most advanced encryption services (SSL). We only use protected connections, as demonstrated by the "https" URL prefix and the lock symbol that appears in the browser's address bar. To safeguard your credit card purchases, you will always be asked to enter your CVV code for every order. Our Payments department may carry out anti-fraud checks before approving the transaction and for greater protection they may contact you for further details before confirming the order.

Express shipping is complimentary with all orders. All shipments are fully insured.

We ship to over 40 countries with duties and taxes included. If applicable, duties and taxes will be included in the final price at check out and your order will be shipped DDP (Delivery Duty Paid). Upon delivery, you will not be required to pay any additional fees.

Due to the high value of our pieces, our parcels require a signature on delivery. If no one is available to sign for the parcel, it will be held at the nearest post office or holding facility to be collected with photo ID. Our couriers are trusted services, and as such we will not refund or replace orders that have been scanned as delivered. Please note that once your order is on its way, we are unable to change the shipping address.

Once your order is placed, a processing time of up to 3 business days is required before the order is shipped out. Orders placed after 11:0AM (EST) may be processed the next business day, and orders placed on weekends and holidays will be processed the following business day starting at 8:00AM (EST). During peak periods, processing times may exceed 3 business days.

Returns will be accepted within 14 days of the date you received your order. We offer complimentary express shipping for pieces returned. No shipping costs, duties or taxes will be refunded on a return. Please note that special orders cannot be returned for a refund.

Returns will be processed by our Quality Control department, prior to deeming the jewelry acceptable for return. We cannot process returns on pieces that have been customized, worn, used, altered or damaged. Returns must be sent with our courier services, as arranged by Sophie Zamel. We reserve the right to refuse returns on any pieces that do not meet the above requirements according to our sole discretion.

Please email concierge@sophiezamel.com for instructions on creating a return and printing a shipping label. Please note that your return request will be processed within 21 business days of receipt. Credit card refunds may take up to 2 weeks to be processed. Gift recipients are entitled to a non-refundable merchandise credit.

In the instance you would like to cancel your order, you may do so within 60 minutes of your order being placed. Please email concierge@sophiezamel.com to advise us on this matter.

Our jewelry comes with a 6 month warranty which covers damage cause by manufacturing faults only. In the instance of a break caused by wear and tear, a repair fee will be incurred. The cost of the repair is dependent on an assessment.

All metals will tarnish over time, however this process will accelerate when the jewelry is in contact with agents such as perfume, salty air, sulphur, skin creams, hairspray, closing and acidic skin pH. Tarnishing is not covered under our warranty.

Any repairs or modifications that are not performed by our team will void the voluntary warranty.

With proper care the beauty of your jewelry can be preserved for years to come. To maintain the luster of your jewelry, avoid exposure to household bleach and other cleaning products. It is also advised to avoid wearing your jewelry in chlorinated pools and hot tubs, as well as frequent exposure to fragrances and cosmetics. We recommend storing your jewelry in the packaging provided. Please follow the below instructions when cleaning your jewelry:

1. Place your jewelry in a quality gold jewelry cleaning solution

2. After 2 minutes, use a pair of tweezers to remove your jewelry from the solution

3. Gently clean behind the settings and in between crevices with a soft bristle brush to remove any debris

4. Rinse, blot dry and polish your jewelry with a quality polishing cloth

We accept all major credit cards. Every purchase is made with maximum security thanks to the use of Trustwave and Geotrust-certified secure servers and the implementation of the most advanced encryption services (SSL). We only use protected connections, as demonstrated by the "https" URL prefix and the lock symbol that appears in the browser's address bar. To safeguard your credit card purchases, you will always be asked to enter your CVV code for every order. Our Payments department may carry out anti-fraud checks before approving the transaction and for greater protection they may contact you for further details before confirming the order.