Shipping, Delivery & Returns Policy

Zaugg Jewellery GmbH · Haus Jäggi, Poststrasse 91, 7050 Arosa, Switzerland

Overview
Orders are shipped from Arosa, Switzerland. Within Switzerland, orders are sent via Swiss Post. International orders are sent via FedEx or another suitable delivery service, depending on destination, value and security requirements. Selected high-value pieces may require personalised delivery arrangements.

Shipping Costs
Complimentary shipping is offered on orders within Switzerland and the European Union. For selected destinations outside the EU, shipping may be arranged on request and applicable shipping costs will be communicated before the order is confirmed.

Delivery Times
For in-stock items, estimated delivery is usually 2–5 business days within Switzerland and 3–7 business days internationally. These are estimates and may be affected by customs, public holidays or events outside our control. High-value or specially arranged deliveries may take longer. If timing is important, please contact us as soon as possible, preferably via WhatsApp, so we can try to prioritise your order.

Made to Order & Bespoke
Existing collection designs may be produced after an order is placed. Production times are indicated on the product page or communicated separately. Bespoke pieces have an individually agreed production timeline; once the final design is approved, production generally takes around 8 weeks.

Tracking & Delivery
Where available, tracking information is provided after dispatch. Shipments use a delivery method appropriate to the value and destination and may require a signature. For selected high-value pieces, Zaugg Jewellery may contact the client to arrange a personalised delivery solution.

EU Import Taxes
For deliveries to the European Union, applicable import taxes, import VAT and customs charges upon import are covered by Zaugg Jewellery so that the customer is not charged these import costs upon delivery. In the event of a voluntary return without a defect or error attributable to Zaugg Jewellery, VAT, customs or import-related costs may arise or may not be recoverable; such costs may be borne by the customer.

Non-EU Orders
Delivery to selected countries outside Switzerland and the EU may be arranged on request. Unless expressly agreed otherwise, import duties, local taxes and customs charges for non-EU destinations are the customer's responsibility.

Returns — General
Eligible online purchases may be returned within 14 days of delivery. Before every return, the customer must contact Zaugg Jewellery and obtain return instructions. Returns sent without prior contact may not follow the required insured and secure return process.

Swiss Returns
For eligible returns from Switzerland, Zaugg Jewellery provides a prepaid insured return label. The customer must follow our return instructions and package the jewellery securely to prevent damage during transport.

EU & International Returns
For voluntary returns from the EU or other international destinations, return shipping costs are borne by the customer. The return must be sent using an appropriately insured and trackable method and in accordance with Zaugg Jewellery's return instructions. Original outbound shipping charges for non-EU orders are not refunded for change-of-mind returns.

Return Condition
Jewellery may be tried on to assess it, but returned pieces must be in their original condition and show no signs of wear, scratches, damage or alteration. All original certificates, documentation, accessories and packaging supplied with the piece should be returned where applicable. If missing items or inappropriate handling cause a measurable loss in value or replacement cost, a reasonable deduction may be made from the refund. Jewellery must be securely and appropriately packaged to prevent damage in transit.

Non-Returnable Items
Change-of-mind returns are not available for bespoke pieces, personalised or engraved pieces, items individually altered for the client, rings resized specifically for the client, or pieces clearly marked as Final Sale before purchase. Existing collection designs remain eligible for return when they have not been personalised or individually modified, even if they were produced after the order was placed. These exclusions do not affect rights relating to defects or manufacturing faults.

Final Sale
Items clearly identified as Final Sale before purchase are not eligible for change-of-mind returns. This does not exclude rights that cannot legally be waived, including rights relating to defects.

Damaged or Defective Items
If an order arrives visibly damaged, please contact us within 48 hours wherever possible and provide the order details and photographs of the parcel and piece. This request does not limit statutory warranty rights for defects discovered later. Where a return is required because of a defect, transport damage or an error by Zaugg Jewellery, Zaugg Jewellery will arrange or cover the appropriate return shipping.

Refunds
After the returned piece has been received and inspected, an eligible refund will generally be processed within 14 days using the original payment method. Any reasonable deduction permitted under the return conditions will be communicated.

In-Store & Consultation Purchases
The 14-day change-of-mind return policy applies to eligible online purchases. Purchases made in-store or during a personal consultation do not automatically benefit from the same voluntary return policy; any return or exchange is agreed individually, subject to mandatory rights.

Cancellations
For standard or ready-to-ship online orders, cancellation requests received before dispatch will be accommodated where reasonably possible. Personalised or bespoke orders may only be cancelled before individual production, engraving or modification has begun.

Contact
Before every return, or for any shipping question, contact us:
Email: contact@zaugg-jewellery.ch
WhatsApp / Phone: +41 81 377 18 65
In store: Haus Jäggi, Poststrasse 91, 7050 Arosa, Switzerland