FAQ

What payment methods do you accept?
We accept secure payments via major credit and debit cards (Visa, Mastercard, etc.), PayPal. Bank transfer may also be possible — please contact us if you’d prefer that method.

Are there any hidden import taxes, duties or customs fees?
For UK, EU, and a few selected regions, all import duties and taxes are included in the displayed price, so you won’t pay extra on delivery. For other countries, duties or customs charges may apply, and these would be handled by the courier or local customs agency.

Where do you ship from?
All orders placed from the are shipped from our UK fulfilment centre and handled via express couriers.

How much does shipping cost and how long will my order take?
Shipping cost and delivery time depend on your destination and whether the item is in stock or pre-order.

• If in stock: usually dispatched within 3-4 business days
  For express or expedited delivery options, please select those at checkout or contact us.

• For pre-order / made to order items, see the Pre-Orders section below.

Can I track my order?
Yes — once your order has been dispatched, you’ll receive a tracking number and a link to monitor it. If tracking shows “delivered” but you haven’t received your parcel, please contact us with your order number and we’ll investigate.

Does the courier require a signature?
Yes — we require a signature on delivery to help protect your order from theft or loss.

Do you ship to PO Boxes?
No — because we require signature on delivery, we are unable to ship to PO Boxes.

Can I cancel or modify my order?
If the order has not yet shipped, you may request changes or cancellation. However, for custom, engraved, or made-to-order items, once production has begun we cannot cancel or modify. Please contact us as soon as possible with your order number.

What does “pre-order” or “made-to-order” mean?
Pre-order / made-to-order items are those we produce only after your order is received. This helps us reduce waste and keep stock minimal, but it means production and delivery take longer than “in-stock” items.

How long will a pre-order item take to ship?
Typical lead times are 2-3 weeks. Some more complex pieces may take longer. The product page will show estimated delivery windows.

Do I pay in full up front?
Yes — full payment is collected at time of order placement. Pre-orders are confirmed only when payment is successfully completed.

Can I change or cancel a pre-order?
You may cancel or change a pre-order within 24 hours of placing it , provided production has not begun. After production starts, we cannot cancel or modify. Please contact us immediately if you wish to cancel.

What if the estimated delivery is delayed?
If there is a delay beyond the estimated timeframe, we will notify you via email. You may choose to wait, cancel for a full refund, or (if applicable) request a partial refund or alternative item.

Can I return or exchange a pre-order item?
Yes, they are subject to our standard returns policy. There may be exceptions, e.g. resizing, damaged goods. Check the returns and exchange section for more information.

Why offer pre-orders?
Pre-ordering helps us better manage resources, reduce over-stock, and offer a wider range of styles without excessive inventory risk.

What is your returns policy?
If you receive a non-preorder item and change your mind, you have 30 days from the date of receiving the item to notify us of a return. Items must be in original condition, unused, with packaging intact.

Which items are non-returnable?
Earring, personalised or engraved pieces, and certain final-sale items (e.g. archive, clearance) are non-returnable.

How do I return or exchange an item?
Email us with your order number and reason for return. We’ll provide a return shipping label (if applicable). Pack the item securely in its original packaging and send it back. For exchanges, you’ll cover return shipping and delivery of the new item, plus any price difference.

When will I receive my refund?
Once we receive and inspect your return, we’ll process your refund (usually within 5–10 business days). Refunds will be credited via your original payment method.

What if the item is damaged or defective?
Contact us immediately with photos and details. We’ll assess and either repair, replace, or refund as appropriate.

Do you offer a warranty?
Yes. Our guarantee against manufacturing defects varies based on the product and the metal.

What is not covered by warranty?

• General wear & tear

• Damage from misuse or accidents

• Loss of stones beyond a small threshold

• Items altered or repaired by third parties

Can you repair damaged items?
Yes — we offer repair services (sometimes free under warranty, otherwise a fee) plus return shipping. Contact us for a quote.

What if I lose a stone, clasp, or component?
We can often replace missing parts (for reasonable sizes) — contact us with the details and we’ll quote the cost.

What materials do you use?
We use high-quality materials — e.g. solid gold (14K), sterling silver ( 925 Silver), ethically sourced gemstones, or lab-grown equivalents. 

Will the metal fade or wear over time?
Solid precious metals do not fade; plated items may wear over time. We recommend following care instructions to preserve finish.

How should I clean and care for my jewellery?
Use mild soap and warm water, soft brush, dry thoroughly. Avoid chemicals (bleach, chlorine), perfumes, lotions. Store your pieces separately and in dry conditions.

Can I wear my jewellery in water (shower, pool, sea)?
Depending on the materials: solid gold or solid precious metal is generally safe; plated items are more vulnerable to water/chemicals. 

How do I find my ring / bracelet / chain size?
We provide a sizing guide (e.g. printable ring sizer or measuring tips) on the product pages. Once you have your size, provide it to us to ensure an accurate fit.

Can I resize after purchase?
If resizing is possible (depending on the design), we can resize free (within a small range) or for a fee. Check the product’s details. Some styles are non-resizable (e.g. earrings, rigid bangles).

Do necklaces and bracelets come in different lengths?
Yes, standard lengths are listed. If you want a custom length, contact us with your request and we can quote an adjustment.

How do I contact customer service?
You can email us at solstone@houseofzaveri.com, or use the contact us form on the site. We aim to respond within [24–48 hours] on business days.

Do you have physical stores or showrooms?
Currently we operate online only, but occasional pop-ups or appointment viewings may be available — contact us to enquire.

Can I see pieces in person before buying?
We do not have a physical store, but we can offer additional photos or videos of items.