Refund & Returns
Luxury service designed around your peace of mind. We ensure every aspect of your XZOOB experience, including returns, is effortless and handled with absolute discretion.
Eligibility for Returns
To maintain our uncompromising standard of luxury, we offer a generous 30-day return window from the date of delivery.
Conditions of Return
Pieces must be returned in flawless, unworn condition with all original presentation boxes, authenticity cards, and protective tags intact. Items demonstrating signs of wear or damage will be elegantly returned to the client.
How to Initiate a Return
Request Authorization
Log into your XZOOB client portal and select "Request Return" within your order history. Alternatively, email our concierge directly. A prepaid, fully insured shipping label will be generated for you.
Secure Packaging
Place the jewellery back into its original presentation box. Ensure all documentation is included, and secure the package using the provided protective materials to ensure safe transit.
Dispatch & Inspection
Drop off the parcel at the designated courier. Once received at our atelier, our master jewelers will conduct a swift quality inspection before releasing the funds.
Refunds
Upon approval, refunds are securely issued to your original payment method. Please allow 5-7 business days for the credit to reflect on your statement, governed strictly by your financial institution.
Exchanges
To ensure the fastest delivery of a new piece, we process exchanges as independent transactions. Return your original item for a full refund and place a new order. Our concierge can assist in securing inventory.
Bespoke & Engraved Items
Creations tailored specifically to you—including individually engraved pieces, custom-sized rings, and bespoke commissions—are considered final sale due to their highly personalized nature. Gift cards are similarly non-refundable.
Personalized Support
Should you require assistance with an existing return or wish to consult with a styling expert, our dedicated team awaits.