Frequently Asked Questions

ZEPHONIX – Own Factory · S925 Silver Jewelry · Worldwide Shipping

Below are answers to some of our customers' most common questions. If you don't find the information you're looking for, please feel free to contact us at [email protected] — we'll be happy to help.

📦 Orders & Shipping

1. Are you a factory?

Yes! ZEPHONIX is an S925 silver jewelry brand with our own factory. We have been in the silver jewelry business for many years, with a complete design, production, quality control, and sales system. All products are directly manufactured in our own facility with no intermediaries, ensuring you receive high-quality silver jewelry at the most competitive prices.

2. Do you offer wholesale? How do I place a wholesale order?

Yes, we serve both wholesale and retail customers. Wholesale customers must register a wholesale account and provide valid business credentials (such as a business license). Once approved, you can log in to view exclusive wholesale pricing. Minimum order quantities and payment terms are subject to the wholesale agreement. For more wholesale details, please contact us at [email protected].

3. How long does order processing take?

Order processing takes 2-5 business days. During this time, we complete quality inspection, packaging, and shipping preparation. Once shipped, you will receive a confirmation email with a tracking link. Wholesale order processing times may vary depending on order volume.

4. How long does shipping take? How are shipping costs calculated?

Shipping times vary by destination:

• USA, Canada, UK, Germany, France, Australia, Japan: 7-15 business days
• Other major European and Asian countries: 10-20 business days

Orders over $69.99 USD qualify for free worldwide shipping. For orders under the threshold, standard shipping is $16 USD, and express shipping starts at $29.99 USD. Please refer to the checkout page for accurate shipping costs.

5. Which countries/regions do you ship to?

We ship to most countries and regions worldwide, including but not limited to: USA, Canada, UK, Germany, France, Australia, Japan, South Korea, Singapore, Malaysia, Thailand, Vietnam, Spain, Italy, Netherlands, Sweden, Denmark, Austria, Switzerland, New Zealand. Due to shipping restrictions, we do not ship to the following countries: Bahamas, Yemen, Cuba, Iran, Sudan, Syria.

6. How can I track my order?

Once your order is shipped, we will send you a tracking link via email. You can also use the tracking number to check your package status on our logistics page. If tracking information is not updated immediately, your package may be in transit from the production facility to the international shipping hub, which typically takes 3-5 days without tracking updates.

7. I entered the wrong shipping address. What should I do?

Please contact us within 2 hours of placing your order at [email protected] to correct the address. Once your order has been shipped, we cannot change the shipping address. Please double-check your address before submitting your order.

✨ Products & Care

8. What material are your silver jewelry pieces made of?

All products are made of S925 sterling silver (92.5% silver content). Some items are available in gold-plated (gold color) or natural silver color. All materials are nickel-free and hypoallergenic, safe for sensitive skin.

9. Will silver jewelry tarnish? How should I care for it?

S925 sterling silver may tarnish over time due to natural oxidation. This is a natural characteristic of silver, not a quality defect. Care tips:

• Store in a sealed bag when not wearing to minimize air exposure;
• Avoid contact with cosmetics, perfume, sweat, and chemicals;
• If tarnished, gently wipe with the included silver polishing cloth;
• Avoid wearing silver jewelry while showering, swimming, or exercising to extend its lifespan.

10. You have over 30,000 items. How do I choose?

Our products cover all silver jewelry categories: necklaces, bracelets, earrings, rings, sets, anklets, and more. We offer a wide range of styles (Korean fresh, minimalist, vintage, light luxury, ins style, etc.). You can browse by category, style, material, and other filters. If you need assistance, please feel free to contact us for personalized recommendations.

11. Do you offer customization?

Yes, we offer OEM/ODM customization services. For custom orders, please contact us at [email protected] with your design sketches, size requirements, and other customization details. We will provide a quote and production timeline based on your needs. Please note that custom items are final sale and cannot be returned or exchanged unless there is a quality defect.

🔄 Returns & After-Sales

12. What is your return and exchange policy?

We offer a 30-day satisfaction guarantee on all items purchased through this Site. You have 30 calendar days from the date of delivery to request a return for a refund. Return conditions: the item must be returned in its original packaging, the tag must still be attached, and the item must show no signs of wear or use. We provide free return labels for eligible returns.

Custom items are final sale and cannot be returned or exchanged unless there is a quality defect. Return policies for wholesale orders are governed by the wholesale agreement.

13. What if I receive a defective item?

If you receive an item with a manufacturing defect, please contact us within 6 months of purchase with proof of purchase and photos/videos showing the defect. After verification, we will provide a special promo code for 50% off the same item, or arrange for repair, replacement, or a partial refund. We offer a 6-month quality guarantee on all S925 silver products, covering manufacturing defects under normal use.

14. How long does a refund take?

Refunds will be processed within 7 business days after we receive and inspect your returned item. The refund will be credited back to your original payment method. The time it takes for the refund to appear in your account depends on your bank or payment processor, typically 3-10 business days.

💼 Wholesale Partnerships

15. What is the minimum order quantity for wholesale?

Minimum order quantities for wholesale vary by product type and are specified in the wholesale agreement. We support mixed batches (mixing different styles). Please contact us at [email protected] for detailed pricing and MOQ information.

16. What support do wholesale customers receive?

Wholesale customers enjoy: factory-direct pricing, exclusive wholesale account access, flexible ordering options, product images and catalog support, and OEM/ODM customization services. For long-term partners, we also offer credit terms and dedicated account manager support.

📞 Contact Us

If you have any questions not answered in this FAQ, please feel free to contact us:

📧 Email: [email protected]

🏢 Brand Name: ZEPHONIX