Thank you for choosing Zaviqu. Every piece we create is made especially for you, shaped around your own words and chosen with someone in particular in mind — which is part of what makes it meaningful, and part of what makes our approach to refunds a little different from off-the-shelf products.
Because each necklace is personalised before it's ever made, we're not able to treat returns the way a standard retailer might. This policy explains exactly where you stand — from damaged or incorrect orders to lost packages — so you can order with confidence and know we'll take care of you if something goes wrong.
Last updated: July 2026
Personalised Products
Because every personalised necklace is custom-made specifically for you, we cannot accept returns or exchanges simply because you changed your mind, ordered the wrong item, or no longer need the product.
Please review your personalised message carefully before completing your purchase.
Damaged or Defective Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
Need Help?
Contact us within 7 days if your order arrives damaged, defective, or incorrect.
To help us resolve the issue quickly, please include:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging
Once reviewed, we'll gladly arrange an appropriate solution, which may include a replacement or refund where applicable.
Lost Packages
If your order appears to be lost during transit, please contact us as soon as possible.
We'll investigate the shipment with the carrier and work with you to find the best possible resolution.
Incorrect Shipping Address
Please ensure your shipping address is correct before placing your order.
Once an order has entered production, we may not be able to change the delivery address.
Zaviqu cannot be responsible for orders delivered to an address provided incorrectly during checkout.
Order Changes & Cancellations
Because production begins quickly after an order is placed, cancellations or changes cannot be guaranteed.
If you need assistance, please contact us immediately after placing your order, and we'll do our best to help before production begins.
Delivery Delays
Estimated delivery times are provided as guidelines only.
Occasionally, shipping delays may occur due to customs processing, weather conditions, public holidays, or carrier disruptions that are outside our control.
These delays do not automatically qualify for refunds.
Refund Eligibility
Refunds may be issued when:
- Your order arrives damaged or defective.
- You receive the wrong item.
- Your order cannot be fulfilled.
- Another solution cannot reasonably resolve the issue.
Approved refunds will be returned to your original payment method.
Contact Us
If you have any questions regarding your order, please contact our support team through our Contact page.
We're committed to making every Zaviqu experience a positive one.