Terms & Conditions - ZOE HOOP JEWELRY

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Terms & Conditions

General terms and conditions
When you shop from ZOE HOOP you are entering into an agreement with Wexalt Group AB, 559212-2203, Fanérgatan 15B, 566 33 Habo, 0729-83 86 39.

Our aim is to have your jewelry dispatched the day after you place your order, at the latest. However, it can sometimes take an additional 1-2 days if there is a hold-up with the shipping company, or if the demand on our stock is unusually high.
If you live in Sweden, the products will be sent with PostNord, as a ‘varubrev’, to the nearest delivery point. PostNord will normally deliver within 1-2 working days, but for some places in Sweden, e.g. Norrland or Gotland, it may take an additional 1-2 days. For our international customers the products are sent via Fed-Ex and will take around 4-5 days to arrive. Please note that we are not responsible for any potential delays caused by events outside of our control..
What happens if I don’t collect my parcel?
There is a charge of 250 SEK for any items that are returned to us due to not being collected after delivery. This is to cover the doubled freight costs as well as the handling and unpacking of items.
Do I have the right to change my mind about a purchase?
We at ZOE HOOP want you as the consumer to feel safe when buying from us, and therefore you always have the right to change your mind about your purchase. What to do:

  1. Contact customer service at customerservice@zoehoopjewelry.com, in Swedish or English, and they will email you a return-slip.
  2. Pack the item well, in the same package it arrived in, or alternatively use a well-padded packaging/box of your own.
  3. Send the return-slip, together with your order, to: ZOE HOOP, Fanérgatan 14B, 566 33 Habo, Sweden
  4. Leave the package to your closest Fed-Ex office and keep the receipt.
ZOE HOOP will deal with your matter as soon as we can. If all is in order when we receive your returned piece of jewelry, and you paid by credit card, the money will be reimbursed onto your card. Reimbursement takes around 14 working days from the day that we receive the returned item. When utilizing your right to return or exchange an item, you are responsible for paying the return postage. If you use a consignment note supplied by us, when returning your order, then the cost of the return postage will be taken off the reimbursement. 

What rules apply for exchanges and returns?
All items that are bought directly from our website can be returned within 14 days of receipt. Please bear in mind that returns are not good for the environment and could alternatively consider to surprise someone else by giving them the jewelry as a gift, rather than returning it. 

When utilizing your right to return or exchange an item, you are responsible for paying the return postage. It is also important that the jewelry is unused and in the same condition as when you received it, in its original packaging. You are of course entitled to try on the jewelry but not to wear it beyond that.
If you wish to return an item, you will need to:

  1. Contact customer services at customerservice@zoehoopjewelry.com, in Swedish or English, let them know your order number and they will email you a return-slip.
  2. Pack the item well, in the same package it arrived in, alternatively use a well-padded packaging/box of your own.
  3. 3. Send the return-slip, together with your order to: ZOE HOOP, Fanérgatan 14B, 566 33 Habo, Sweden
  4. Call your closest Fed-Ex office and they'll pick up your parsel, keep your receipt.

What rules apply when there is a problem with the item you receive?
If you happen to receive an item that is faulty in some way, or that has been delivered in error, we of course want to help you as soon as possible. To facilitate our management of this, we ask you to email the following details to customerservice@zoehoopjewelry.com

  1. A photo of the jewelry you wish to return
  2. Your name
  3. Product name / Product number
  4. Email address to which the purchase was registered
  5. Order number  

Our customer service team will get back to you as soon as they can, usually within 48 hours. Our customer service operators are bilingual and can communicate with you in either Swedish or English. Our business hours are Monday to Friday: 09.00-17.00 (GMT+2).
What form of guarantee is there on the jewelry?
Our jewelry comes with a guarantee lasting at least 6 months. The guarantee covers manufacturing faults and does not cover accidental damage, mishandling of the product, or wear and tear. It is important that you follow the care instructions in order to ensure that your item lasts for a long time to come. You will need to have your order confirmation to hand for the purpose of any returns or guarantee-related matters.
Care instructions to ensure that the jewelry lasts a long time:
Follow our simple instructions to keep your ZOE HOOP jewelry shiny: Store your jewelry in the Trinity jewelry box when you aren’t wearing it, in order to avoid unnecessary wear and tear, as well as to prevent tarnishing. Try to keep your jewelry separated when storing them.
How to clean your jewelry?

  1. If your jewelry is starting to lose its shine, place it in a dish with tepid water and a little mild soap/washing up liquid for a few minutes.
  2. Remove your jewelry from the water and clean it carefully with a soft sponge.
  3. Rinse every piece of jewelry separately, with clean, tepid water.
  4. Dry it carefully with a soft cloth.
  5. Finally, get the shine back on your jewelry by using a polishing cloth for jewelry.

Avoid spraying perfume and hairspray, or using nail varnish remover and other solvents when wearing your jewelry. In order for the jewelry to last, you would be wise to remove your jewelry before applying any skin creams, working out, doing any gardening, taking a bath, getting in a swimming pool or in saltwater, and when sunbathing. It is especially important that you take care of your gold-plated silver jewelry in order for it to last a long time. Be considerate of little ones and keep your jewelry out of reach from children and pets.

Disputes and conflicts
In the event that a dispute cannot be solved, or an agreement cannot be reached between our customer services and yourself, you as a customer can turn to the Swedish National Board for Consumer Disputes (Allmänna Reklamationsnämnden); see arn.se. Customers living in an EU country outside of Sweden can submit complaints online via the EU Commission’s platform for dispute resolutions, see http://ec.europa.eu/consumers/odr
In the event of a dispute, we will abide by the decision made by ARN or equivalent organization for dispute resolutions. Any dispute regarding the interpretation or application of these terms and conditions will be resolved in accordance with Swedish law.