Returns & cancellations

You may cancel an order for any reason within fourteen days of receiving your piece. Tell us at atelier@zanettacampbell.com and we will confirm how to send it back.

You then have a further fourteen days to return it. We refund within fourteen days of the piece arriving with us, to the card you paid with.

Send the piece unworn, in its box, with its certificate booklet and any tags still attached. You may handle a piece as you would in a shop — trying it on is expected. Wearing it out is not.

If a piece comes back showing wear, damage, or resizing by another jeweller, we may reduce the refund to reflect the loss in value, and will tell you why before we do.

A missing certificate booklet is treated as a reduction in value: the certificate is part of the piece.

Pieces made to your own specification — a commission, an engraving, a stone chosen for you, or a ring sized outside our standard range — cannot be cancelled once work has begun. This is the one exception to the fourteen days above, and it exists because the piece cannot be offered to anyone else.

Standard ring resizing on an in-stock piece does not count as bespoke. If you are unsure which applies, ask before you order and we will confirm in writing.

Return the piece insured for its full value, with a signature required, by a tracked service. Until it reaches us it is your responsibility, and an uninsured parcel that goes missing cannot be refunded.

We will send you the return address and the correct customs paperwork when you tell us the piece is coming back. Do not send a piece without contacting us first.

Return postage is at your cost unless the piece is faulty or not as described, in which case we cover it.

If something is wrong with the piece, this page does not limit you. Tell us and we will repair, replace or refund it, and cover the cost of getting it back to us.

Natural variation in a gemstone’s colour, inclusions or exact dimensions is not a fault — each stone is unique, and the certificate records the one you were sent.

Outside the return window, the atelier repairs and restores its own pieces. Write to us with a photograph and we will quote. Damage from impact, chemicals or ordinary wear is chargeable; a manufacturing fault is not.