Our online store is still open, we will endeavour to ship your order as soon as we can.learn more

Frequently Asked Questions

Delivery

How can I track my order?

As soon as your order has been dispatched we will send you an email to confirm that it's on the way.
This email will also have your tracking number, so it's important that the email address is entered correctly when the order is placed.
If your parcel is taking a little longer than it should be, please get in touch with us on shopuk@zoeandmorgan.com.

What are the postage fees?

Free standard shipping on all UK orders over £100, worldwide over £150.
£6 for UK standard shipping on orders under £100.
£9 for UK next working day delivery. (Please note that orders need to be placed before 2pm to receive this service)
£10 for Europe orders under £150, £25 for ROW orders under £150.

For any questions, please enquire shopuk@zoeandmorgan.com.

When can I expect my delivery?

We are delighted you are ordering with us. We will dispatch your order as soon as possible.

- SHIPPING TIMEFRAMES -

In the UK deliveries are sent by UK Mail and will take 1 - 3 working days.

Next working day deliveries are sent by Royal Mail Special Delivery Guaranteed by 1pm, and will be delivered the next working day.

Please note that your order must be placed before 2pm to receive this service.

International deliveries vary depending on the location, please email us on shopuk@zoeandmorgan.com for more details.

We are not liable for damage incurred to goods in transit or for non-delivery. You will become the owner of the goods you have ordered once they have been dispatched to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction. Please note that if you have a non-delivery arrangement with the courier company we are not liable for the loss, damage or destruction to the goods. It is the responsibility of the customer to make sure the package is delivered to the correct address and signed for by the customer as it is the customer's personal custody once it has left the Zoe & Morgan premises.

General

Do you have Duty Free Shopping?

Planning a trip overseas is the perfect opportunity to purchase your jewellery duty free.

To be eligible for duty free shopping:
-The purchaser must be the person travelling;
-Items must be collected when departing New Zealand from The Collection Point at Auckland International Airport;
-The RRP of your jewellery must be over $4,000 (NZD); and
-A processing fee of up to $350 (NZD) will be charged in addition to your jewellery purchase
Please check the customs allowances of your destination to confirm any entry limitations or requirements.

Please contact us to discuss your duty free purchase.

Product Information

How to do I clean my jewellery?

The best way to keep your jewels sparkling and full of life is to use a specific jewellery cleaner.
Alternatively you could use a mild detergent and a gentle, baby tooth brush.
This is especially effective if you're cleaning a ring with stones.
For more helpful information read our product care guide.

What metals do you use?

We believe that jewellery is precious and should be made from quality materials that will stand the test of time.
The contemporary line is made from 925 sterling silver and plated in 22k gold.
The fine collection is made from 9k and 18k gold in yellow, white or rose. We also use platinum when requested.

How can I find out my ring size?

Ring sizes are a precise and often trick measurement to get completely right.
If you're investing in a fine ring we would recommend coming to see us in our shop.

If you're unable to, a local jeweller is usually willing to oblige and take your ring size for you.
For our silver and gold plated collection, the sizes are small, medium and large.

Generally the small will fit your third finger, the medium your second and large your first.
Naturally this varies from hand to hand, but between those three sizes you will generally find one that fits.

An item I want is out of stock?

If you'd like to know more specific dates and details of when you might be able to buy the piece of jewellery, please email or call us.
As the jewellery is all hand made, times may vary for an item to return to stock.

What stones do you offer?

Each stone is hand cut making each stone truly unique, with their own subtle shade of colour and naturally occurring inclusions.

We believe in the quality and value of stones, their healing properties and spiritual meanings.

There is a huge variety of stones we use, details of these can be found on each product page, according to the piece of jewellery.

If you have a specific stone that you would like to use please do contact us.

Replacements and Repairs

Can you re-plate my 22k gold jewellery?

Yes we can. Please bring your Zoe & Morgan jewellery into the store so we can provide a quote as this will vary depending on the size of your piece.

We are also able to plate your 925 Sterling Silver Zoe & Morgan jewellery with 22k Gold Plate if you wish. Please bring your item into the store for a quote.

Can you clean my jewellery for me?

Yes we can, bring your Zoe and Morgan jewellery into one of our showrooms and we will be more than happy to do this - free of charge. 

Take a look at our Jewellery Care tips here.

Product Warranty

All Zoe and Morgan items come with a 3 month manufacturers warranty. We will repair any manufacturing fault within 3 months of purchase, at no cost. Proof of purchase is required.

Manufacturing faults include broken necklace clasps, earring fitting (hoop or post)

.

Manufacturing faults do not include general wear and tear or customer damage – this includes:
Jewellery that has oxidised from being worn
Rings that have been bent out of shape
Chipped, cracked or broken gemstones
Broken chains

Can I get the length of my necklace changed?

Yes you can, depending on the style of the necklace. You are able to shorten or lengthen the chain. 

Please visit or call one of our showrooms, or email shopuk@zoeandmorgan.com for a quote.


Please note we are only able to adjust Zoe and Morgan necklaces.

I’ve lost an earring! Can I buy a replacement?

Yes you can. We have a limited range of single earrings, and earring fittings available.

Please call or visit one of our showrooms to purchase.

Can you repair my jewellery?

Yes we can, for any repairs please visit or call one of our showrooms, or email shopuk@zoeandmorgan.com for a quote.

Please note we are only able to repair Zoe and Morgan jewellery.

Can I get my ring resized?

Yes you can, depending on the rings design and the difference in size you need.


If your ring is 22k gold plated, please note that there will be a longer turnaround time for the alteration. Your ring will be resized and then will need to be re-plated.

Please visit or call one of our showrooms, or email shopuk@zoeandmorgan.com for a quote.

Please note we are only able to resize Zoe and Morgan rings.

Can I make an Insurance Claim?

We understand that the loss and/or theft of your jewellery can be upsetting – jewellery can hold a lot of special memories.
We hope we can help make the replacement process as easy as possible for you.
Please email us for more information.

Returns & Exchanges

Where shall I send my returns to?

Please contact us on shopuk@zoeandmorgan.com if you would like to return a piece of jewellery.

It would then need to be packed in its original box and sent back to the shop address here at:
Zoe & Morgan (Returns)
8A All Saints Road
Notting Hill, WH11 1HH
London
United Kingdom

What is your returns policy?

-COVID-19 UPDATE-

We understand our stores are not open if you wish to return your jewellery. Please email us with your request so we can organise processing this for you once we are open again.

We want you to love your Zoe and Morgan jewellery! But if for any reason you are unhappy with your purchase we are happy to offer a full refund or exchange providing you send it back to us within 14 days of receipt.

Please Note:
- All items returned must be unworn/ not tried on and undamaged.
- We do not accept exchanges or returns on bespoke items, or pieces that have been resized or altered.
- Unfortunately we do not accept returns or exchanges on sale items.
- For hygiene reasons, we are not able to accept returns, or exchanges on earrings unless they are faulty.
- Exchanges are possible if the item is available.
- Zoe & Morgan cannot refund delivery cost or any international tax or duties paid on non-faulty exchanged items.

To arrange a return please email shopuk@zoeandmorgan.com quoting your name, address, details of the product, the reason for return and whether you require a refund or replacement.
Any item(s) being returned must be returned in their original Zoe and Morgan packaging. Please pack the item carefully and we recommend that you use a secure and tracked service for your own protection.

Please send items for return to:
Zoe and Morgan (Returns)
8A All Saints Road
Notting Hill, W11 1HH
London
United Kingdom

The item is your responsibility until it reaches us therefore we cannot accept responsibility for any items lost or stolen in transit. Any item returned after the stated time period will only be refunded at our discretion.

Please note, Zoe & Morgan accept returns or exchanges for items purchased from our showrooms or webstore only. If you purchased through one of our stockists, you will need to contact them directly and adhere to their returns or exchanges policy.

Do you accept returns on sale items?

Unfortunately we do not accept any returns or provide exchanges (including exchanging ring sizes, gemstone colours or amending incorrect orders) on sale items.
Please choose carefully and love your new piece of jewellery.

Orders

Can I edit or cancel my order?

Provided the order has not yet been shipped then yes, feel free to give us a call or email and we will happily assist you in any requests.
shopuk@zoeandmorgan.com (UK and Europe orders)
hello@zoeandmorgan.com (NZ and AUS orders)

Can I get my purchase gift wrapped?

Yes, we love gift wrapping and making sure your gift is wrapped beautifully with our Zoe & Morgan wrap.

If you would like to include a personal message please add this at checkout, or alternatively contact us via email or phone.

Will my order be charged customs or import fees?

Depending on the value of your order, your goods could be liable for customs and/or import duties (including GST). These are charged once the parcel reaches its destination country. Any customs charges for a parcel must be paid by the person receiving the parcel

As customs policies and import duties vary from country to country, and are constantly changing, unfortunately we cannot tell you what the cost may be.
We recommend contacting the local customs office to determine what the current charges are before you order.

Can I use my gift voucher online?

You sure can. You should have a code on your gift voucher that you simply enter in at purchase.

If you're unsure of the code or do not have one, please contact us.

Please note all vouchers are valid for 12 months from the date of purchase unless specified.

Can I change my billing or delivery address?

Provided the order has not yet been shipped then yes, feel free to give us a call or email and we will happily change your delivery or billing address.

If your parcel has been picked up for delivery you will need to get in touch with the courier company and organise a redeliver of your parcel.

Is my payment information secure?

100% Rest assured that all payment information is kept on a secure website.

No information is kept or can be accessed on Zoe and Morgan site.

Payments

Can I cancel my order?

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What is your return policy?

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What payment methods do you offer?

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What is your return policy?

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