All orders include complimentary insured shipping. Signature is required upon delivery. In the event that no one is available to sign for your parcel, delivery will be reattempted or your order will be held at the nearest designated facility. You may retrieve it by presenting photo identification.
Orders are shipped from Australia. International customers are responsible for any duties, taxes, or import fees that may apply upon arrival in their country. These charges are determined by local customs authorities and are outside of our control.
We entrust your deliveries to reputable couriers known for their reliability. As a result, we do not offer refunds or replacements for orders marked as 'delivered' by our trusted carriers. Please keep in mind that once your order is in transit, we regret that we are unable to make changes to the shipping address.
Returns are accepted within 14 days of delivery. A handling fee of $40 USD (or $60 AUD, depending on your location) will be deducted from your refund to cover return processing. Return shipping is complimentary. Duties and taxes are non-refundable.
Items must be unused, unworn, and returned in original condition via our designated courier. Returns that do not meet these conditions may be declined at our discretion.
To initiate a return, email contact@sophiezamel.com. Please allow up to 3 business days for processing. Credit card refunds may take up to 2 weeks to be appear.
Our standard practice is to dispatch orders on the same day they are received, but we kindly request that you allow for a processing time of up to 3 business days.
We accept major credit cards, and all transactions are secured with Trustwave and GeoTrust-certified servers, along with advanced SSL encryption.
To further protect against potential fraud, our team may conduct anti-fraud checks as part of the transaction approval process. For enhanced security, they may reach out to you for additional information before confirming the order.
All Sophie Zamel pieces are covered by a six-month warranty from the date of purchase that exclusively addresses damage resulting from manufacturing defects. Should the need for repair occur due to regular wear and tear, a fee will apply, determined upon assessment. Repairs or alterations not conducted by our team will void the warranty.
Please note, all metals naturally tarnish over time. This process can be accelerated by contact with substances like perfume, salt, sulphur, creams and hairspray. Tarnishing is not covered by our warranty.
To ensure longevity of your pieces, we recommend the following:
- Handle with care and avoid activities that may expose your jewellery to knocks or scratches.
- Remove your jewellery before showering, washing hands, or entering chlorinated pools or hot tubs.
- Keep your jewellery away from perfume, hair products, cosmetics and cleaning agents.
- Store each piece separately to prevent scratching.
When it comes to cleaning your jewellery, please follow these steps:
Jewellery can naturally tarnish over time due to daily wear and environmental exposure.
- To restore luster, gently polish gold pieces with a clean, dry cloth.
- For diamond pieces, clean using a soft toothbrush and warm, soapy water, followed by a rinse in warm water and drying with a soft cloth. We recommend having your diamond settings professionally checked annually.
- Pearls, being organic, should only be cleaned with a soft cloth, as they're sensitive to chemicals in soaps and beauty products.