Returns & Exchanges
If it's not right, we'll make it right — free returns within 14 days, easy exchanges within 30.
14 days from delivery
Start your return within 14 days of delivery — new and unworn, original tags attached.
Free return shipping
Every return ships back on a prepaid label. On us, always.
30-day exchanges
Different size or style? Email us and we'll arrange the swap.
The fine print, briefly
Returns must be started and postmarked within 14 days of your delivery date — the same window applies to in-stock and made-to-order pieces. Exchanges get more room: up to 30 days from delivery, arranged over email. Refunds go back to your original payment method within 10 business days of reaching our returns team.
Two exceptions are final sale: custom pieces — non-standard sizes, stone swaps, and other modifications arranged over email — and engraved pieces.
Common Questions
What is your return policy?
We want you to love what you ordered. If it's not right, return it within 14 days of delivery for a full refund — return shipping is on us.
Returns must be started and postmarked within 14 days of the delivery date, and pieces must come back new and unworn — no scratches or other signs of wear — with any original tags still attached. (The box and pouch are welcome back, but not required.)
Start anytime through our Return Portal.
What can't be returned?
A short list: custom pieces (non-standard sizes, stone swaps, or other modifications arranged over email), engraved pieces, gift cards, and anything marked final sale on its product page. Everything else is fair game within the 14-day window — made-to-order included.
How do I start a return?
Through our return portal, right here — you'll just need your order number and shipping zip code. You'll get a prepaid label to print, and your refund is on its way once the piece reaches us.
Who pays for return shipping?
We do. Your return label is prepaid — returns are on us.
When will I get my refund?
Once your return reaches our team, we give it a quick inspection and process your refund within 10 business days — usually faster — back to your original payment method. You'll get an email the moment it's done; depending on your bank, it can take a few more days to show on your statement.
Can I exchange for a different size or style?
Yes — and exchanges get double the window: up to 30 days from delivery. Email us at help@zaylanewyork.com with your order number and what you'd like instead. We'll confirm availability and send you a prepaid return label; your replacement ships as soon as your original arrives back and passes inspection.
Can I return part of a bundle or Bestie Special?
Bundles are priced as sets, so they come back as sets — we can't refund individual pieces from a bundle. Need one ring in a different size? That's an exchange, not a return: email us and we'll sort it.
Can I return or exchange a gift?
Yes — and we're discreet. Email us with whatever you have (order number, the gift giver's name, or just a photo of the piece) and we'll work out an exchange or another solution directly with you — without spoiling anything.
Are made-to-order, custom, or engraved pieces returnable?
Made-to-order pieces from our site are returnable within the same 14-day window as everything else. Two exceptions are final sale: custom pieces (non-standard sizes, stone changes, or other modifications arranged over email) and engraved pieces.
How should I pack my return?
Any sturdy box works — original packaging is welcome but not required. Tags attached, everything that came with the piece tucked in, prepaid label on the outside, and it's ready for drop-off.
What if my piece arrives damaged or defective?
That's on us. Email us at help@zaylanewyork.com with your order number and a photo, and we'll make it right — a replacement if it's in stock, or a solution you're happy with if it isn't.
Questions? Email us at help@zaylanewyork.com — we've got you.