✦ FAQ's ✦
I need assistance to place an order
Fear not — your ordering sidekick is here! 🦸♀️🛒Need help placing an order? You've come to the right place! Whether it’s your first time or you just need a friendly guide through the land of clicks and carts, we’ve got your back. 🧭✨Just let us know what you're looking for, and we’ll walk (or cha-cha 💃) you through the process step by step.Ready when you are INFO@ZILLY.COM.AU — let’s make some ordering magic happen! 🧙♂️✨
I haven’t received my order
Oh no! The delivery gremlins must be at it again! 😱📦We’re really sorry to hear your order hasn’t arrived yet — that’s definitely not the kind of surprise we like. Our team is already donning their detective hats 🕵️♀️🕵️♂️ and launching a full investigation (cue the dramatic music 🎶) to track it down.Could you please confirm your order number and delivery address, just to make sure everything’s in tip-top shape on our end through the contact form? We’ll make this right faster than you can say “Where’s my parcel?!”🌟
I have an issue with the order
Uh-oh! Something’s gone a bit wonky in the order universe! 😬🔧We're really sorry to hear there's an issue with your order — that’s not the kind of plot twist we like around here! But don’t worry, we’re on it like sprinkles on a donut 🍩✨Just send us a quick note with the details (order number, what’s gone sideways, and any photos if needed), and our Fix-It Squad™ will jump into action faster than you can say “oops!”Thanks for your patience — we’ll sort this out and make things right 💪💛With troubleshooting vibes
Great question, fellow globe-trotter! 🌍✈️
Great question, fellow globe-trotter! 🌍✈️Yes — we ship worldwide! From the bustling streets of New York to the beaches of Bali, the mountains of Switzerland to the deserts of Dubai — if there's a mailbox (or a friendly delivery human), chances are we can get our goodies to you! 📦✨
gift wrapping? Oh, you bet we do! 🎁✨
Because every order deserves to feel like a mini birthday party — even if you’re the one treating yourself (no judgment, we fully support it 😉).Let us know at checkout or give us a quick shout with the details, and we’ll wrap it up with extra care, a sprinkle of joy, and maybe even a happy dance behind the scenes 💃🕺
Ah, the thrill of the track! 📦🔍
Once your order ships, you'll get an automatic email faster than you can say “Where’s my stuff?” That email will include your tracking link — your personal window into your parcel’s grand adventure! 🌍✈️📫If you haven’t received the email yet, check your spam/junk folder (they can be a bit greedy sometimes).Still no luck? Just let us know and we’ll happily resend it — no detective hat required 🕵️♀️✨
Can you change your order? Heck yes — as long as it hasn’t left the building! 🏃📦💨
If your order is still hanging out with us and hasn’t been shipped yet, we can totally help you make changes — whether it's a switcheroo, a size update, or a full-on glow-up.Just shoot us the details ASAP, and we’ll do our best to catch it before it hits the road! 🛣️🛑Let’s tweak that order magic,
Need to make a return? No worries — we’ve got your back (and your return label)! 🔄📦
To start the return process, just drop us a message with your order number and the item(s) you'd like to send back. We’ll guide you through it like a return ninja 🥷✨Just a heads-up: items must make their way back to us within 30 days of you receiving them — think of it as their little homecoming deadline 🕰️💌 A quick note 👂 For hygiene reasons, we can’t accept returns on earrings — no exceptions (we love your ears, but health rules are health rules!).Ready when you are
✨ Let’s Keep Your Sparkle Sparkling! ✨
Your Zilly jewels deserve VIP treatment 💎 — and with a little TLC, they'll keep turning heads for years to come.Here’s how to keep them shining bright:💧 Keep your jewellery dry and chill — store it in a cool place (the Zilly box or pouch is basically its luxury spa).🚫 Avoid letting your gems mingle with perfumes, lotions, sweat, salt water, or chlorine — they’re not the best of friends and can cause tarnishing or damage.🛁 No shower parties — your jewellery prefers dry land!Treat your pieces like the little treasures they are, and they’ll love you right back. 💖