Frequently Asked Questions

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.

Free standard shipping on all UK orders over £100.
£10 - UK standard shipping on orders under £100.
£25 - for courier delivery for all International orders (2 - 5 business days).

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

Please be aware all deliveries will require a signature – bear this in mind when giving your delivery address (home or work).

Returning items to Zoë & Morgan are at the cost of the sender. We are not responsible for any postage fees for items returning to our showrooms.

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.

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.

We want you to love your Zoë & Morgan jewellery! But if for any reason you are unhappy with your purchase, we are happy to offer a full refund, store credit, or exchange, provided you send it back to us within 21 days of receipt.

Please Note:
- All items returned must be unworn/not tried on and undamaged in the original packaging.
- We do not accept exchanges or returns on bespoke/made-to-order items, or pieces that have been resized or altered.
- Unfortunately, we do not accept returns or exchanges on items purchased during our Gratitude events or as advertised final sale/last chance pieces.
- 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.
- Zoë & Morgan cannot refund delivery cost or any international tax or duties paid on non-faulty exchanged items.
- Once an item has been exchanged for a new size or item, it cannot undergo further exchanges.

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 Zoë 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, Zoë & 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.

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

Items need to be packed in their original box and sent to:
Zoe & Morgan (Returns)
8A All Saints Road
Notting Hill, W11 1HH
London, United Kingdom

Download our Returns Form

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.

We are happy to issue a refund on your piece of jewellery, within 21 days of purchase. Items should be returned in their original packaging.
We will issue your refund, once the item has been received. Instore refunds will only be issued via the original payment method and in the original purchaser’s name.
For refunds on online orders and LayBuy transactions, your refund will be issued via the same payment method.

Yes we can. Please bring your Zoë & 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 Zoë & Morgan jewellery with 22k Gold Plate if you wish. Please bring your item in store for a quote.

Yes we can, bring your Zoë 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.

All Zoë & Morgan items come with a manufacturer's warranty. In the unlikely event of any manufacturing fault within the specified warranty period, we will promptly repair your item at no cost. Proof of purchase is required.

Solid 9K/18K Gold items priced over £1,100: Warranty timeframe of 2 years.

Bespoke items: Warranty timeframe of 2 years.

Contemporary items (Sterling Silver & 22K Gold plated items): Warranty timeframe of 6 months.

Solid 9K/18K Gold items under £1,100: A warranty period of 1 year.

Any items brought in for repair after these timeframes will incur a jewellers fee.

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/tarished from being worn.
- Rings that have been bent out of shape.
- Chipped, cracked or broken gemstones or pearls.
- Broken chains.

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 Zoë and Morgan necklaces.

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.

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 Zoë and Morgan jewellery.

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.

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 Zoë and Morgan rings.

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.

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)

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

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

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.

Lucky you! You can use your gift voucher in one of our stores, or online. For online purchases simply enter your unique gift voucher code at the checkout. Add your code at the 'My Bag' step, there is an 'Apply Gift voucher/Coupon Code' option underneath the product information.

If you are shopping in-store please bring your voucher with you.
If you're unsure of the code or need assistance, please contact us.

Please treat your gift voucher just like cash as they are unable to be replaced or redeemed for cash unless the amount remaining is less than £5.

Our vouchers also don't have an expiry date unless specified so you're able to choose the perfect piece of jewellery in your own time.

If you're online shopping in a currency other than £UK your gift voucher will be converted to the currency of the country you are in.

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.

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

No information is kept or can be accessed on Zoë & Morgan site.

We have discovered some websites that 'stock' Zoë & Morgan jewellery and other well-known brands, at very discounted prices. These are fraudulent websites.

Please ensure you only purchase from our official website zoeandmorgan.com or verified Zoë & Morgan stockists - a full list of our stockists can be found here. If you have purchased from a fraudulent website like this, please contact your bank immediately.

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.

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.

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.

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.

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.

Klarna offers our online customers an interest-free payment plan that lets you place your order today and pay for it in 3 equal payments. The first payment is made at point of purchase, with remaining instalments scheduled automatically every 30 days.

Klarna is available online for UK residents who are at least 18 years old.

For more information please see Klarna's terms and conditions.

You can create a Klarna account through their website https://www.klarna.com/uk, or you'll be directed to create an account when you choose "3 INTEREST-FREE INSTALMENTS" at checkout.

There is no maximum or minimum spend to checkout with Klana, however, the purchase must be approved by Klarna.

The approval decision when shopping with Klarna can depend on the following:
- Your credit history with Klarna
- Your open debt and unpaid orders with Klarna
- The purchase amount of your shopping basket
- The information from the external credit lookup

Laybuy offers our online customers an interest-free payment plan that lets you place your order today and pay for it in 6 equal payments, once a week for 6 weeks.

Laybuy is available online for New Zealand, Australian and UK residents who are at least 18 years old.

For more information see the Labuy website.

You can create a Laybuy account through their website https://www.laybuy.com/, or you'll be directed to create an account when you choose "Pay by Laybuy" at checkout.

Your purchase must be below £5000 to be eligible to checkout with Laybuy. Please note your Laybuy account may have a different maximum spend as these vary per user.

Laybuy performs a credit check to obtain a credit score on all new users upon registration. Once your credit score has been confirmed and your account has been verified, Laybuy assigns your Laybuy limit and you can begin shopping immediately.

Most of our products are eligible to be purchased with Laybuy, with the exclusion of any items over £5000.

You’ll be charged in 6 equal payments, once a week for 6 weeks.

The first payment occurs once your order is completed. The remaining 5 payments are processed each week on the day of the original purchase from your nominated card. All your account information including a payment schedule can be viewed, at any time, through your Laybuy account.

If you miss a payment you’ll be notified immediately by Laybuy. A late payment fee may be charged in respect of each payment you fail to make on time. Please see Laybuy terms and conditions for more information.