We stand behind the quality of our items with a Lifetime Warranty — our guarantee that upon receiving the product, every item is free of material and manufacturing defects. This warranty is valid for the duration of the original purchaser’s lifetime, beginning on the date of purchase from an authorized Zeno retailer, and subject to applicable laws. However, the warranty will immediately become void if the product is purchased from an unauthorized retailer.

We work with our manufacturers to create handcrafted, ethically sourced pieces that are made to stand the test of time. We’re confident in the quality of our product. Please note, this means that the warranty does not cover any lost items, scratches that come with normal wear and tear, improper use or storage of your product, and any modification to your product done by a third party.

Note that you will be expected to pay 50% of the original cost of the item for replacements in the following cases:

• failure or damage caused by improper use or carelessness (knocks, dents, crushing, etc.)
• failure or damage caused by unjustifiable repair or modification
• aesthetic changes that occur from normal wear and tear
• aging (minor scratches, etc.) 
• failure or damage caused by fire, water or natural disaster and damage by a jeweler.

To inquire if your item is covered under this warranty, contact contact@zenothebrand.com with your name, address, order number, photo or video, and a detailed description of the issue at hand. Warranty claims must be accompanied by acceptable proof of purchase from an authorized Zeno retailer and are subject to approval.

It is important to remember that all things are impermanent and that loss is a natural part of life. We understand that losing something valuable can be difficult, but it is essential to approach this challenge with a calm and rational mindset. While we cannot replace lost items, we encourage you to take note of this as an opportunity for growth and learning.

When an item is out of stock, we can offer a replacement of equal value. Such is the nature of things, we must learn to adapt and find contentment in new opportunities.

It's important to remember that we are all responsible for the care of our possessions. With that said, if you find yourself in a situation where your item is in need of replacement due to improper use or carelessness, unjustifiable repair or modification, normal wear and tear, aging, alteration of color, or damage by a jeweler, you will be expected to contribute 50% of the original cost of the item.

Warranties are determined on a case-by-case basis, and the guidelines provided above are simply a tool to aid you in gaining a better understanding of our process.

It is important to remember that all things are subject to change, and this includes the shape of your ring. The softness of sterling silver allows it to be malleable, and the pressure and warmth of your hand can cause it to change shape over time. While this may seem like an inconvenience, it is a natural occurrence and not covered by our warranty. Consider seeking the guidance of a skilled jeweler to reshape your ring, and take note to be mindful of the pressure and warmth applied to your ring in the future.

The natural process of aging and wear is an inherent part of life. Similarly, the fading of the oxidisation on our items is a natural reaction that cannot be avoided. While the detail on a new piece may be more pronounced, over time it will settle into a more subdued state.

It is important to remember that the natural process of wear and tear is a part of life, and it is something that we must accept with a calm and rational mindset. Our sterling silver rings, while beautiful and durable, may experience some scratching with normal use. This is not covered by our warranty, but it is a reminder that we must be mindful of the way we handle and care for our possessions. We recommend taking your rings off during heavy physical activities to minimise the potential for scratches. Embrace the natural process and enjoy the beauty of the present moment.

In the flow of life, we offer assistance where we are able. Recognising that all is impermanent, and that missteps and mishaps are a natural part of existence. It is in reaching out to our team, that we may examine and navigate the situation together.

We embrace the idea of patience and perseverance. And that is why, all of our items are crafted by hand, ensuring that each piece is of the highest quality. This process takes a bit more time, between 30 and 90 days, but the end result is worth the wait. Rest assured that your item will be crafted with care and precision.

If your order confirmation email is missing, it's possible it landed in your spam or promotions folder. Be sure to check those folders, and if you still can't find it, we're happy to resend it to you. Additionally, it's worth noting that some payments processed through PayPal may be sent to the email address associated with your PayPal account rather than the one connected to your account with us. If you're still having trouble locating your confirmation email, please don't hesitate to reach out to us for assistance just here.

We're here to help, and we'll find the solution together.

No problem, you can change your shipping address as long as the package has not yet been dispatched. Time is of the essence in this matter, so please reach out to us as soon as possible if you need to update your address. You can do so by contacting us here. If your item has already been shipped, some shipping companies may be able to redirect your package for you, please reach out to them directly. If, unfortunately, your package is returned to us, we will keep you informed of the next steps. It's worth noting that we are unable to change your shipping address after your order has been shipped, and we cannot be held responsible if the package does not reach the intended address.

We can cancel your order as long as it hasn't been fulfilled or shipped yet (under 12h after placing your order). Reach out to us to initiate the cancellation process by clicking here, select “cancel order” and write your order number.

Kindly note that any final sale items that have been shipped and you wish to cancel will not be eligible for a return, exchange, or refund.

Please allow 1-2 business days for us to process your refund once your return reaches our warehouse. After that, it takes an additional 3-5 days for the refunded amount to be credited to your payment method.

We understand that mistakes can happen, even though we aim for perfection. We regret any inconvenience this may have caused and wish to rectify the situation by providing you with the correct item promptly. Please reach out to us here for assistance.

We perform a quality check on every item before packaging, but sometimes things can happen that are beyond our control. If you encounter any issues, please reach out to us via email contact@zenothebrand.com, with some pictures of the damaged items, and we'll help you right away.

We understand that such occurrences can be frustrating, but we encourage you to approach the situation with a sense of equanimity. If you have concerns about the whereabouts of your package, please don't hesitate to reach out to us. 

We'll do our best to verify the status of your package with the courier and take the necessary steps to rectify the situation. However, please keep in mind that, in certain cases, such as high volume of orders or environmental factors, delays may be unavoidable. 

Additionally, it's worth noting that any customs or duties charges must be paid by the customer in order for the package to be released. In the event that the package is returned due to failure to pay these charges, refunds or reshipment may not be possible. We apologize for any inconvenience this may cause and remind you to stay calm and rational in the face of adversity.

We ship worldwide from the US, ensuring our products reach customers across the globe. It is important to highlight that the customer bears the responsibility of covering any customs taxes, duties, or import charges that may be applicable. We would like to emphasize that we cannot be held accountable for any additional fees or costs associated with the final delivery of your package to your designated destination or country. These charges can vary significantly depending on the specific laws and policies of each country, making it impossible for us to provide estimates of their amounts.

Please note that if your order is returned due to refusal to pay customs fees, it may result in ineligibility for a refund or reshipment. We kindly request your understanding and cooperation in these matters, as we approach them with a calm and stoic demeanor.

We ship worldwide, and we offer it. 

It is important to note that specific countries may have regulations pertaining to incoming items. We kindly advise you to reach out to your own country's government to confirm the import eligibility of the items you wish to purchase.

As your order is fulfilled and begins its journey, be mindful that a notification will be sent to you in the form of an email. This will include a tracking number, allowing you to follow the progress of your package as it makes its way to you. If for any reason you do not receive this email, please do not hesitate to contact us just here, where we will gladly provide you with the information you seek.

Upon completion of your order, you will receive a notification email with a tracking number. Though the shipping process is often seamless, it is not uncommon for packages to be marked as delivered before they arrive at their destination. In such cases, we recommend reaching out to the courier and inquiring about the whereabouts of your package. Additionally, you may want to check with your neighbors as there may be a possibility that the package was delivered to the wrong address.

As we understand the nature of things is not always in our control, we kindly remind you that in case your package marked as delivered yet it's not in your possession. We are here to assist you and we would be happy to help you initiate the process. However, please note that in such cases, refunds will not be granted.

We understand that sometimes returns may be necessary. It is important to note that returns must be completed within 30 days of your item's arrival, and that certain items may be final sale and cannot be exchanged. Please, write us a message here with your order number, your email, and we will contact you shortly.

It is important to understand that any shipping costs incurred to return the item to us will be the responsibility of the individual. We remind you that we do not cover these costs, but we encourage you to approach the situation with a calm and rational mindset.

With quality as our guiding principle, we strive to ensure that every item we offer meets our high standards. However, we understand that sometimes things don't quite work out as planned. If you're not completely satisfied with your purchase, you have the option to return the item to us within 14 days of its arrival.

Please note that certain conditions must be met for a return or exchange to be eligible. The product must be in new condition, with no visible wear or damage, and must be returned in its original packaging, including tags. Additionally, certain items may be final sale and cannot be exchanged, unless the purchase was made during a site-wide sale or with the use of a discount code.

It's important to approach any challenges with a calm and rational mindset. While returns may take up to 3 weeks to process, we do our best to complete them as quickly as possible.