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

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 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 5 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.

Once your order is placed, a processing time of up to 3 business days is required before the order is shipped out. Please note, if all or part of your order is coming from recently replenished stock, it may take 7-10 business days for processing.

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.