At Zydo for Ella, every piece is crafted to be worn and treasured for years to come. We stand firmly behind the quality and craftsmanship of our jewelry, and we want every client to feel fully confident in their purchase.

 

If a genuine quality concern arises with your piece, we are committed to making it right.

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Our Commitment

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• 7-Day Quality Window: If you believe there is a manufacturing or quality defect in your piece, please contact us within 7 days of receiving your order.

• Our Preferred Resolution: Once a concern is confirmed, we will first offer a repair or an exchange for the same item. If neither is suitable, we will offer store credit toward a future purchase. A refund to your original payment method will only be considered where repair, exchange, or store credit cannot resolve the issue.

• Fast Response: We aim to acknowledge every request within 2 business days and to resolve confirmed quality concerns as quickly as possible.

 

Authenticity & Warranty

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• 1-Year Repair Warranty: In the unlikely event that part of your jewelry breaks within one year of your purchase date, send it back to us and our qualified jewelers will repair the piece and return it to you, usually within 14 days. Should the repair requires the item to be sent to Zydo, Italy, it will likely take longer.

• What's Covered: This warranty covers manufacturing defects only. It does not cover damage caused by physical or accidental abuse, general wear and tear, or alterations made outside our care.

• How to Claim: All warranty repairs are handled directly through Ella Gemz and/or ZYDO S.R.L. Please contact us first, and we will issue a Return Authorization (RA) number. This number must be displayed on the outside of the box — jewelry returned without authorization will be refused.

 

How to Request a Review (7-Day Window)

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• 1. Reach Out First: Contact our team within 7 days of delivery with your order number, photos of the item, and a description of the concern.

• 2. Receive Your RA Number: Once your request is reviewed and approved, we will issue a Return Authorization (RA) number. This number must be clearly marked on the outside of the package. Items sent back without prior authorization cannot be accepted.

• 3. Original Condition Required: The piece must be unworn, unaltered, and returned in its original condition, complete with original packaging, box, instructions, and any warranty documents provided at purchase.

• 4. No Alterations: Any resizing, engraving, or alteration made by the customer or a third party voids this policy.

 

Shipping the Item Back

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• Shipping Cost: Return shipping is the customer's responsibility unless the item is confirmed to have a manufacturing defect.

• Secure Courier Required: Please use a traceable, insured courier for the full value of the item. Ella Gemz is not responsible for items lost or damaged in transit, and uninsured or non-traceable shipments will not be accepted.

 

Items Not Eligible

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• Special Orders: Special or custom orders (including bespoke designs and personalized pieces) are made specifically for you and are not eligible for return, exchange, or credit. We will always let you know at the time of purchase if your selection is a special order.

• Beyond 7 Days: Requests raised after the 7-day window cannot be accepted.

• Worn or Altered Items: Items that show signs of wear, alteration, or are missing original packaging or documentation.

• Clearance, Final Sale, or promotional items marked as final sale

 

Order Cancellation

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• Order may be cancelled before they have been processed or shipped. 

• Once an order has been shipped, it cannot be cancelled.  However, you may request a review if your purchase meets the criteria outlined in this policy.

 

Questions about a piece you've purchased? Our team is always happy to help — please reach out before your 7-day window closes so we can assist you.