FAQ - ZueZi

FAQ

Here you'll find the answers to the most common questions our customers have!

 

What are your products made from?

Materials

All our products are made from 316L Surgical Grade Stainless Steel.

Some products have a Gold finish option. 14K products are plated with Rhodium, while 18K products are plated with real 18K yellow gold. We use a high quality electroplating process that means it doesn't rub or flake away easily. 

For graphical products, the clear dome is a shatterproof liquid glass-like material that is applied by hand. We do not use any paper or stickers to place designs onto our products!

Allergies

316L stainless steel is low reaction, with minimum nickel content. Customers sensitive to nickel can pick a product that's finished with 14K or 18K Gold, as these don't react.

Care Advice

  • It's fine to get our jewelry wet! Wear it in the shower or while swimming, just make sure to dry it afterwards!
  • If the item becomes dirty or tarnishes in some way, clean it using plain soap and water - drying with a soft cloth.
  • Before storing the item, make sure it's fully dry and is not stored in a moist environment. 
  • When storing, avoid storing it mixed amongst other jewelry, as the tarnish on those pieces may spread and damage the item.
  • While wearing, avoid exposure to chemicals (including cleaning agents), and avoid wearing in enviroments where the item may be knocked.

 

SHIPPING

How Long After Ordering Is My Order Shipped?

We typically ship all orders within 2-5 business days. If you select Express shipping at checkout, we aim to ship your item within 2 business days.

 

Which Carrier Do You Use?

We ship all items with USPS. For international shipments, your local mail carrier will handle and deliver the item once it enters your country.

 

How Long Does It Take To Arrive?

We ship all orders from our USA factory. Once shipped, we see delivery happen within the following timeframe:

  • USA - Within 2-5 business days
  • Canada - Within 4-7 business days
  • Western Europe - Within 5-7 business days
  • Australia/NZ - Within 5-10 business days
  • Rest of the World - Within 5-12 business days

These timeframes are typical, and sometimes local carrier issues may mean you item arrives slightly later than this. 

 

I DIDN'T RECIEVE MY ORDER

Please contact our support team, quoting your order number from the confirmation email/SMS message. We'll help track down your order.

 

Can I Pay Extra To Get My Item Quicker?

For USA domestic orders, you have the option of Express order processing at checkout. This will prioritise your order for shipping within 2 business days where possible. We hope to offer Priority carrier options for USA and International orders in the near future.

 

What About Customs Fees/taxes?

We do our best to help ensure your item arrives as smoothly and quickly as possible, including labelling the package with all relevant information for customs authorities.

It's unusual for orders of 1-2 items to attract customs fees, except in countries where there is a very low or no tax-free threshold. If fees are charged by customs, they are payable by the recipient.

 

SHIPPING INSURANCE

Shipping insurance is offered at checkout. It's provided by Route. Route will contact you with all insurance info and terms via email.

Route will inform you of the shipping and tracking for your package, regardless of whether you have purchased the insurance. 

If your item becomes lost, stolen, or damaged in transit - you can file a claim with route directly at this page: https://claims.route.com

Please note - shipping insurance is non-refundable once your order has shipped.

 

CANCELLATION & EXCHANGES

Can I Cancel Or Change My Order?

We try to start production of all orders as soon as possible. Depending on when you order was placed, cancellation may be possible if production has not yet begun.

Please contact our support team to check if changes or cancellation are possible, and give the reason you wish to cancel.

 

My Item Is Damaged/incorrect, What Do I Do?

Please contact our support team for any items that arrived damaged, defective, or the wrong item arrived, including a photo of the item.

We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.

 

Can I Return My Purchase?

We stand behind our products. If for any reason you are not completely satisfied with your ZueZi products, we offer a full refund.

Send us an email to support@zuezi.com and one of our Customer Support Advocates will help you out.

We take all the risk out of ordering by offering an unmatched satisfaction guarantee. We'll always do our best to take care of you.

 

MY ITEM LOOKS DIFFERENT TO THE ONLINE LISTING

This is a very rare occurrance. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look. This allows our sellers to create many different products with their artwork, without needing to make & photograph thousands of products a day.

It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team for review, along with your order ID.