FAQ

Shipping:

What are the shipping and delivery times?

Unfortunately, we are unable to guarantee delivery times. We do our best to process your order within 1-7 days of receiving it. Once packages are shipped, delivery is usually made within 3-7 business days (not including weekends or holidays). However, courier services do sometimes experience delays, which are out of our control.

Where do you ship?

We ship to the following countries:

USA, Canada, Mexico, Europe, China, Japan & Hong Kong SAR.

If you are having trouble checking out, or don’t see your country on the list, please email us at info@shopazil.com.

Who do you ship with?

We ship with USPS and Fedex.

You have the options for 1^st class mail, or priority shipping with USPS.

With Fedex you have the option to choose Fedex Saver (2-4 days), 2 Day Shipping and Overnight. (Please note if you choose a priority, 2 day, or overnight shipping, we still need 1-7 days of processing time. But will try our best to ship out as soon as possible.)

My Order:

Can I cancel my order?

Please email as soon as possible at info@shopazil.com if you would like to cancel an order. We will do our best to accommodate you. If we have not fulfilled your order we are able to cancel it for you. However, if your order has been fulfilled and or shipped, you would need to make a return.

Can I update my order?

We are able to make some modifications to an order after it is placed. We can remove an item, or substitute an item of equal or lesser value. Unfortunately, we cannot add any additional items to an order.

Can I change my address?

Yes, you can edit your address. Please email us as soon as possible and we will try our best to accommodate you.

How can I track my order?

You can track your order through your confirmation shipping email. There will be a link with a tracking number.

You can also keep track of your order through ROUTE shipping insurance if you added this to your order. We recommend adding ROUTE to all of your orders for easier tracking from start to finish.

Returns & Exchanges:

What’s your return and exchange policy?

Online items may be returned within 30 days of purchase and the items must be as new. No Exchanges (unless it’s the same item for a different color/ size of equal price)! Otherwise, you must return your item and then repurchase the replacement. For even exchanges, there will be a $5 shipping charge that must be paid before we ship the exchange. 

Gift Cards or E-Gift Cards are non-returnable. Promotions, clearances, or sales may have modified terms and conditions. All items customized or 50% off or more are FINAL SALE. You must have a receipt for any return or exchange, or to prove damages without a repair fee, NO EXCEPTIONS.

If the item was marked as a gift when purchased, you’ll receive a store credit code for the value of the item. Online store credits do not expire and can be redeemed online only.

How much is the return shipping fee?

Unfortunately, we do not cover return shipping. We can provide a return label and deduct $5 from your return. Or, you can use any courier of your choice. We do recommend adding insurance/ tracking to your return packages, as we are not responsible for any lost or stolen packages.

How do I start a return?

Please email us at info@shopazil.com to get a return authorization. We will email you back with steps on how to proceed with your return. 

When will I receive my refund?

Once we receive your return package, please allow 1-3 days for processing. Once your return is processed, you will receive an email confirmation for the return. Please allow 3-7 business days (not including weekends and holidays) for your bank to process the return and for funds to be back into your account.

Products & Care:

How do I take care of my jewelry?

Please see our Jewelry Care guide on how to care and clean your jewelry.

Do you have a warranty?

Yes! We have a 30-day warranty for all of our jewelry. Our Diamond pieces have a 2-year warranty. If we are not able to repair the jewelry, we can either offer a replacement or a refund/exchange. After 30 days, you are subject to a repair fee.

What if my jewelry is defective and I received the wrong order?

If you believe that you have received defective merchandise, you must notify us within 30 days of receiving the product to be eligible for a refund. There are no exceptions.

If you were shipped incorrect merchandise, or are missing merchandise (style, color, size, etc.) please notify us within 3 days of receiving the product to be eligible for a refund/ replacement. After 3 days we are not responsible to replace "missing merchandise". Please note, we will pay for the return shipping for incorrectly filled orders.

Can I order a custom piece?

We are able to offer some custom pieces. Please email us at info@shopazil.com for all custom inquiries.