Exchange & Return Policy
At ZEMME, we are committed to delivering quality accessories with careful inspection before every order is dispatched. However, if an issue occurs during fulfilment or delivery, we will review eligible claims in accordance with this policy.
Due to the nature of our products, all sales are final. We do not accept returns or refunds for change of mind, incorrect selection made by the customer, or items that have been worn, used, altered, scratched, or damaged after delivery.
What is eligible for review
We will only review requests in the following cases:
- Wrong item received
- Verified manufacturing defect
- Item damaged upon arrival
- Eligible size exchange for selected products only, subject to stock availability
All requests must be submitted within 7 days from the date your parcel is marked as delivered.
Items not eligible for return or exchange
The following items are not eligible for return, exchange, or store credit unless they were wrongly sent or confirmed defective upon arrival:
- Earrings
- Customized or engraved items
- Made-to-order items
- Sale, clearance, promotional, or discounted items
- Gift cards
- Items that have been worn, used, altered, or damaged after delivery
Change of mind
We do not accept returns, exchanges, refunds, or store credit for:
- Change of mind
- Personal preference
- Incorrect choice of size, design, style, or colour
- Minor colour differences caused by lighting or screen display
- Normal wear and tear
Please review all product details carefully before placing your order.
Size exchange
For selected products only, size exchange may be allowed once, subject to approval and stock availability.
To be eligible:
- The item must be unworn and unused
- The item must be in original condition and packaging
- The request must be made within 7 days of delivery
- The product must not be a final sale item
Customers are responsible for all shipping fees related to size exchange.
Damaged, defective, or incorrect items
If you receive a wrong item, a defective item, or an item damaged upon arrival, please contact us within 7 days of receiving your parcel.
Please include:
- Order number
- Full name
- Contact number
- Description of the issue
- Clear photos of the item
- Clear photos of the packaging
- Unboxing video, where available
Our team will review your request and advise the next steps.
Where applicable, ZEMME may offer one of the following at our discretion:
- Replacement
- Exchange
- Repair
- Store credit
- Other appropriate remedy subject to applicable law
Refunds
As a general rule, refunds are not provided.
We do not offer refunds for:
- Change of mind
- Incorrect orders placed by customers
- Worn or used items
- Sale or promotional items
- Customized or engraved items
- Items not returned in original condition
For approved claims, we may offer a replacement, exchange, repair, or store credit first, where appropriate. Any remedy provided will be handled subject to applicable law.
Store credit
Where applicable, store credit may be offered at our discretion.
Store credit:
- Is non-transferable
- Is not redeemable for cash
- May only be used on future purchases with ZEMME
- Will only be issued after review and approval, where applicable
Shipping fees
Customers are responsible for all shipping fees related to returns or exchanges unless the issue was caused by our error.
This includes:
- Return shipping fees
- Redelivery shipping fees
- Any reshipment or handling charges
Final review
All requests are subject to review and inspection.
We reserve the right to reject any request if:
- The item shows signs of wear or use
- The item has been damaged after delivery
- The item is incomplete or not in original condition
- The issue reported cannot be verified
- The request is made outside the stated timeframe
Contact us
To submit a request, please contact us at:
Please do not send any item back without prior approval. Unauthorized returns may not be accepted.
Policy updates
ZEMME reserves the right to amend this policy at any time without prior notice.