My Order

What if I have the wrong delivery address?

Don’t panic! Just send us a message as soon as possible to: contact@zoaje.com. However, please note that it is possible that this may result in a longer delivery time of the order.

I would like to get a refund, how long will it take?

We do our maximum to ensure a refund as soon as possible. Thus, we will proceed to reimbursement within 14 days from the date we receive the product back and in its original condition and packaging.

Customized jewelry can neither be exchanged or refunded except if there is a manufacturing problems.

Products Information

What is 14K Gold-filled ?

To learn more about 14K Gold-filled, we invite you to visit the following link.

14K Gold-filled gold is an excellent quality alternative to solid gold.
It is a patented material imported from the United States. It is water resistant and hypoallergenic. Anyone who can wear gold can wear Gold-filled without the risk of an allergic reaction (even for earrings!).

What materials are used to make ZOAJE jewelry?

We mainly use 14K Gold-filled for our jewelry.

We may also use :
-14K solid gold
-925 Sterling Silver
-Rose Gold-filled 14K
-Natural and semi-precious stones imported from the 4 corners of the world.

That is to say, no coloring or discoloration treatments are applied to our materials.

Where are ZOAJE jewelry made?

ZOAJE is a French brand of handmade jewelry created by Camille HAMEL and Clément NUSBAUMER in 2013. All ZOAJE creations are entirely handmade by Camille in her workshop located in the heart of the French concession in Shanghai.

How do I know my ZOAJE ring size?

In order to find out your ZOAJE ring size, we recommend that you go to the following website.

How do I clean my ZOAJE jewelry?

To learn more about how to clean your jewelry, we invite you to visit the following link.

I would like to personalize a piece of jewelry (engraving, length, material), what should I do?

It is with pleasure that Camille will accompany you in the making of your jewelry. To do so, please send us a message at contact@zoaje.com specifying your request with a photo or drawing if possible and we will quickly inform you of its feasibility.

We remind you that all custom-made jewelry is non-exchangeable and non-refundable except for manufacturing problems.

Shipping & Deliveries

Where can ZOAJE jewelry be delivered to?

Our jewelry is delivered all around the world.
Delivery is free for all purchases over 50euros to the United States, France, Mainland China, Taiwan and Hong Kong.

What are the delivery times?

Delivery times depend on the area where you live.

China: 1 to 3 working days
France: 1 to 3 working days
Hong Kong: 1 to 3 working days
United States: 1 to 3 weeks
North America: 1 to 3 weeks
Europe: 2 to 5 working days
Australia, New Zealand and Oceania: 1 to 3 weeks
Asia Pacific: 1 to 3 working days
Latin America and the Caribbean: 1 to 3 weeks

These times are estimates, it is possible that the delivery time may not be respected. ZOAJE is in no way responsible for any delays or problems related to delivery.

Which postal service operator does ZOAJE use?

We use tracked letters from La Poste for the shipment of all our orders. On request, we can also send by Colissimo, Chronopost or registered letter also from the French post office.

How do I track my order?

For each order, ZOAJE will give you its tracking number. You will have to go on the official website of La Poste to follow the state of the delivery.

Returns & Exchanges

What are the conditions of exchange and refund?

To make a return or an exchange it’s very simple: you have 7 days from the day of the reception of your parcel to inform us your wishes to exchange or refund the jewelry.

The product must be returned to us within 14 days after receipt. ZOAJE will not under any circumstances bear the cost of returning the product for an exchange.

As far as personalized jewelry is concerned, it is neither exchanged nor refunded except for manufacturing problems.

I would like to return or exchange my jewelry, what is the procedure to follow?

First of all, you must inform ZOAJE of your choice by sending an email clearly and unambiguously expressing this decision and mentioning your order number to contact@zoaje.com.

Then, you will have to return the product, at your own expense (unless the product does not conform or has a manufacturing defect), to ZOAJE at the address below:
Camille HAMEL
1, Rue de l’abbé pierre
76960 Notre Dame de Bondeville

ZOAJE strongly advises its customers to return the products by regular letter or Colissimo. The customer also has the possibility to choose the carrier of its choice. It is therefore recommended to take care of the proof of this return, which supposes that the products are returned with tracking, or by any other means giving a certain date.

Once the jewel has been received, ZOAJE will send you the product previously selected for exchange or will refund the totality of the order, at the latest within 14 days from the date on which ZOAJE has effectively recovered the product.
The refund will be made by bank transfer to the card used to pay the initial invoice.

It is not possible to replace or exchange the returned products. It will be necessary to place a new order online.

As far as personalized jewelry is concerned, it is neither exchanged nor refunded except for manufacturing problems.

Warranty + Repairs

Does ZOAJE jewelry have a warranty?

All our ZOAJE jewelry come with a one-year warranty valid from the date of delivery of the product.
To activate your warranty, please send us a message to contact@zoaje.com and justify the date of your purchase.

This commercial warranty does not apply:

– to non-conforming use and defects in use
– damage due to incorrect handling, improper or abnormal use, intentional or accidental physical modification, use for professional or commercial purposes
– in the event of abnormal maintenance operations or in the event of a lack of maintenance and hygiene.
– to interventions carried out on the jewelry by any person not mandated by Customer Service as well as any damage resulting from such an intervention.

The shipping costs will be charged to the customer except for manufacturing defect of the jewelry where ZOAJE will take care of it.

If my jewelry is no longer under warranty, what do I need to do ?

Don’t worry! If the jewelry is no longer under warranty, please send us a message at contact@zoaje.com explaining the problem and we will inform you of the repair costs depending on the damage.

The shipping costs will be charged to the customer.

Find us

Where can I buy ZOAJE jewelry?

You can find all our pieces of jewelry directly on our official website, on our online platforms (Etsy, Youzan, Pinkoi) and also in shops

How to contact the ZOAJE team?

If you did not find your answer in our FAQ, our team is at your disposal by email at the following address: contact@zoaje.com

Payments

Are payments on ZOAJE website secured?

Yes! All payments on ZOAJE website are fully secured and handled through Stripe, one of the biggest online payment gateway worldwide.