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Shipping and delivery

What are Zancan's delivery times?

Delivery times may vary depending on product availability. Many items are available in stock and in these cases, shipping may take less time than standard delivery times. If the product is not available, it will be made after the order is placed: in this case, the average delivery time (including production) is approximately 10 working days for Italy and the European Union and approximately 15 working days for destinations outside the EU.

Do the times also include the production of the jewelry?

Yes. When a product is not available in stock, it goes into production approximately 24 hours after order confirmation, and production takes an average of 8 working days. Standard delivery times also include this phase.

Which couriers do you use?

In Italy, we ship with DHL, while for international shipments we use FedEx.

Is shipping insured?

Yes. All shipments are insured for the full value of the order.

Is a signature required upon delivery?

No, a signature upon delivery is not currently required.

Do you also ship during periods of high demand (e.g., Christmas)?

Yes, we also ship during peak periods. However, delivery times may vary depending on logistics traffic and courier operations.

Do you ship during the summer or Christmas closures?

No. We do not ship during summer and Christmas closures.

Do couriers deliver on weekends or public holidays?

No. Couriers do not deliver on weekends and certain holidays, including December 25, December 26, and January 1.

How can I track my order?

When your order is shipped, you will receive an email with the tracking number and a link to track the delivery.

When does tracking become active?

Tracking is generally active within 24 hours of shipment.

Can I request delivery on a specific day/time?

Yes. You can send us your request by writing a dedicated email or by entering the request in the order notes. One of our operators will take care of the request and do their best to satisfy it based on the options available from the courier.

Can I request delivery to a pickup point or hold for delivery?

Yes. You can request this by sending us an email or by entering the request in the order notes.

Can I ship to an address other than the billing address?

Yes. You can specify a delivery address that is different from the billing address when placing your order.

Can I change the address after placing my order?

Yes, you can change the address before shipment by contacting our customer service.

Can I cancel or change an order?

Yes, you can cancel or change an order before shipping, except for personalized products that have already been produced or fine jewelry orders that are already in production. Please note that changing an order may result in a 24/48-hour delay in shipping procedures.

What happens if the tracking information is not updated?

In some cases, courier updates may be delayed. If the tracking shows no movement, please contact our customer service for assistance.

What happens if I am not present at the time of delivery?

The courier will make two delivery attempts. If these are unsuccessful, the package may be held in storage for about a week.

What happens if the address is incorrect or incomplete?

In the event of unsuccessful delivery due to an incorrect or incomplete address, any new shipping costs will be charged to the customer.

Do you ship worldwide?

Zancan ships to many countries. Some destinations may not be available for logistical, economic, or political reasons, or due to courier restrictions.

Do I have to pay duties or taxes on delivery for international shipments?

No. The prices on the website already include VAT and taxes, so there are no additional charges upon delivery.

How can I contact customer service?

For assistance with shipping and delivery, please write to us at: customer@zancangioielli.com

Returns and refunds

How long do I have to make a return?

You can request a return within 14 days of delivery of the product.

After requesting a return, how long do I have to ship the item?

After sending the request, you have 14 days to ship the product.

Can I make a partial return (only some products)?

Yes, you can make a partial return by selecting one or more items from your order during the procedure.

How do I request a return online?

Log in to your account, go to the Orders section, open the Order Details and select the product you wish to return. Enter a reason and generate the Return Voucher.

How long does it take to process a return request?

Requests are usually processed within 24 hours.

Does the return have to be traceable?

Yes. For security reasons, the return must be shipped with tracking.

Who pays for the return shipping costs?

The customer is responsible for the return shipping costs.

How do returns work from non-EU countries?

For non-EU countries, Zancan organizes collection by courier for logistical and customs reasons. The collection and return costs will be charged to the customer.

In what cases can a return be refused?

Returns may be refused if the product is used, damaged, incomplete, or lacks the original packaging and documentation. In this case, the product will be returned to the customer, with the customer bearing the costs.

What happens if the return arrives after the deadline?

If the return arrives after the deadline, it may be refused and the item will be returned to the customer at their expense.

Can I request a size or product exchange instead of a refund?

Yes. You can contact customer care to request a size or product exchange (where possible), following the instructions provided by our team.

If I used a discount code, how much will be refunded?

The refund will always correspond to the amount actually paid at the time of the order.

Which products cannot be returned?

Personalized/customized products, high-end jewelry made to order/in production, and items made in extra/special sizes cannot be returned.

When will I receive my refund?

After the product is returned to our headquarters, a quality check is carried out (on average 5 working days). If the return is approved, the refund will be issued within 14 days of receipt and verification.

Do you also refund the initial shipping costs?

Yes. If the return is approved, we will also refund the initial shipping costs, if incurred.

How will the refund be made?

Refunds are made using the same payment method used for the purchase: card, PayPal, Apple Pay, or Klarna (where available).

If the product was a gift, who receives the refund?

The refund will be made to the person who purchased and paid for the order.

I received a damaged or non-compliant product: what should I do?

You must contact us within 48 hours of delivery. The item must be returned within 30 days.

Can products purchased in a physical store be returned online?

No. The returns described on this page are valid only for purchases made on zancangioielli.com.

Can I make a return without an account (e.g., item received as a gift)?

Yes. In this case, please contact us by email: customer@zancangioielli.com and we will handle the procedure via email.

Orders and payment

Do I have to register to make a purchase?

Yes. Purchasing requires the creation of an account to ensure greater protection and more efficient management of returns, refunds, and customer service.

Where can I see the status of my order?

In your personal area: Account > Orders.

What does "Order in production" mean?

It means that the order is being prepared and, if necessary, is in production or finishing before packaging.

Can I change my address after placing an order?

This is only possible before shipment by contacting customer care.

Is it possible to pay in installments?

Yes, through Klarna, in countries where the service is available.

Will I receive an invoice?

Yes. A tax document is issued for each purchase.

Jewelry care

Can I wear the jewelry in the shower?

It is possible, but not recommended: water and detergents can reduce shine and alter finishes and treatments over time.

Can I wear it at the beach or in the pool?

It is best to avoid it. Salt and chlorine can damage finishes and treatments and dull surfaces and stones.

Why does silver darken?

It is natural oxidation. With gentle cleaning and proper storage, silver will regain its shine.

Do PVD/rhodium plating/platinum plating treatments wear off?

They can evolve over time depending on use and conditions (friction, skin pH, chemicals). To preserve them, avoid chlorine, saunas, perfumes, and aggressive products.

Can sweating ruin jewelry?

Yes: some types of perspiration can accelerate the wear and tear of finishes and treatments.
After use, always dry your jewelry with a soft cloth.

How do I clean jewelry with stones?

Use warm water and mild soap, drying immediately. Avoid household ultrasonic cleaners and aggressive detergents.

Do you offer after-sales service?

Yes. Contact us at customer@zancangioielli.com for support and instructions.