Customer Care

FAQs

Customer Care

Frequently Asked Questions

Product Information and Commitment

What is your quality guarantee?

If you believe the item you’ve received is anything less than dazzling, please let us know upon receipt of merchandise. Send a photo to support@zaxie.com or message our Sparkle Squad and we will respond to you ASAP. Please be sure that the original tags are attached and the jewelry pouch is included.

How should I care for my ZAXIE products?

Every one of our ZAXIE jewelry products come with a Sparkle Care guide with quick tips on maintaining perfect condition.We suggest removing your jewelry when exercising or swimming and to avoid contact with perfume and hairspray. We also encourage you to store your sparkles carefully. Each of our jewelry items come with a ZAXIE signature pouch that you can use for storage in between each use.

How can I tell if my ZAXIE product is authentic?

(Trust us, you’ll know.) Each ZAXIE product has unique and exquisite details that you won’t miss. These include our signature ZAXIE pave cubic zirconia lobster claw and our ZAXIE necklace extender. Our post back earrings come with our signature ZAXIE logo earring backs. We believe it’s all in the details – especially when we’re talking sparkle. It’s what makes us one of a kind, daring, and bold. It’s what makes us ZAXIE.

Orders

How can I determine the status of my order?

When your order has shipped, you’ll get a notification email that contains the tracking number of your order. You can click on the tracking number to view its current status.

How will my sparkles arrive?

Inside your shipping box, you will find your sparkles individually wrapped and packaged inside of a drawstring pouch or lined box. We recommend holding on to the pouch or lined box – and using it to store your sparkles when you’re not wearing them to help maintain their shine.

Do you offer gift packaging?

Yes! If you’d like to add gift packaging to your order, simply click the Gift icon when you go to checkout.

Shipping

Where do you ship to?

ZAXIE ships to all locations within the US.

How much is shipping in the US?

ZAXIE offers free standard domestic shipping – You’re welcome!

When will my order ship?

All orders will be shipped the next available business day. Once you order has been shipped, you will receive a confirmation email that contains your order number. Once your order has shipped, you’ll get another notification email that will include the tracking number. You can use your tracking number to determine the whereabouts of your sparkles.

Can I have my sparkles rushed?

We offer expedited shipping items. All of your sparkles ship free with standard ground shipping, but if you need it faster, we offer overnight, two-day, and three-day shipping.

Are there any days that you don’t ship products?

We do not ship on Saturdays, Sundays or federal holidays.

Returns & Exchanges

Do you accept returns?

Unworn merchandise may be returned for an exchange or refund within 30 days of receipt of product. All returned products must be unworn, in their original packaging and with their original ZAXIE tags attached. If you received a free gift with purchase, please be sure to send it back to us with your return. If you do not send the free gift back to us, the retail value of the gift will be deducted from your refund.

How can I ship my return back to ZAXIE?

Please visit your account page, select “View Order” and select the items you wish to return. You will be given a pre-paid UPS label. Please make sure that you track your package to ensure it gets to us. ZAXIE is NOT responsible for any lost or returned packages.

All returns can be addressed to:

ZAXIE Returns
1725 Pontiac Ave.
Cranston, RI

Did you receive my return yet?

Please allow up to 30 days for your package to arrive to us and for the Returns Department to process your refund. If it has been more than 30 days, please email support@zaxie.com

Can I exchange the item I received for a different one?

If you aren’t totally in love with your sparkles, we are happy to help you exchange it for another ZAXIE peice you will love. In order for us to process an exchange, you must send unworn sparkles back to ZAXIE within 30 days of purchase in the products original packaging and with original tags attached.

Payment & Billing

What methods of payment do you accept?

ZAXIE accepts most credit cards including Visa, MasterCard, American Express, Discover, PayPal, and Apple Pay.

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When will I be charged?

Credit cards are charged at the time of shipment. PayPal, Apple Pay and Gift Cards are charged at the time of order placement.

My card was charged twice. What do I do?

This is most likely nothing but a pending transaction that will clear within three to five business days, depending on your bank. Every time an order is made, you will receive an order confirmation. If you did not receive a second order confirmation, your card has not been charged. If you do believe an error has been made, please contact us at support@zaxie.com.

Why was my credit card declined?

Please make sure you have entered all of your information correctly. If this problem persists, please contact us at support@zaxie.com

Promotions

How are promotional discounts applied to orders?

Once you are ready to check out, click ‘View Cart’ link to view the contents of your shopping cart. You will now be able to type your promo code in to the ‘Promo/Gift Certificate’ box and click 'Go'.

Please see specific promotions for details as certain restrictions may apply.

Can I apply a promo code to an order I already placed?

Unfortunately, we cannot go back and add a promotional code on an order that has already been placed.

Are any items excluded from promotion codes?

Sale items and custom-made items are excluded from promotional codes. Certain restrictions may apply. Please view the promotion for details.

Gift Cards

How do I purchase a gift card?

On the menu at the bottom of the screen, Purchase a Gift Card is located under Shopping.

When will the recipient receive their gift card?

Your recipient will receive the gift card through email after the order has been processed.

How do I redeem my gift card?

To redeem your gift card, you will need your unique gift certificate code, which is part of the gift certificate that was emailed to you as an attachment. It will look something like this: Z50-Y6K-COS-402.

Once you are ready to check out, click ‘View Cart’ link to view the contents of your shopping cart. You will now be able to type your gift certificate code into the 'Redeem Gift Certificate' box and click 'Go'.

I lost my gift card – what do I do?

Please contact customer service at support@zaxie.com.

Can gift cards be returned?

Gift cards are not eligible for return.

Does my gift card balance expire?

Gift cards do not expire! Your gift card is all yours until you have decided that you are ready to use it.

Press, Social, and Partnerships

What is your social sharing policy?

Anytime that you tag us in a post, you are authorizing your content to be reposted or shared on our website and across our own social media platforms – including but not limited to Facebook, Twitter, Instagram, Snapchat, and Pinterest.

We love seeing you #SparkleLikeYouMeanIt by showing off your #ZAXIEStyle, which is why we just may repost your photo!

Who do I contact for press-related inquiries?

For all press-related inquiries, please contact press@zaxie.com.

I’m a social influencer/ blogger and I would like to collaborate with ZAXIE. How do I get involved?

ZAXIE is proud to partner with talented and engaging individuals who are excited to talk about fashion – because we are too! If you are an active blogger or social influencer, please contact Lisa@zaxie.com for more information.

Need Help?

Your satisfaction is important to us. We'd love to hear from you.

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(401) 24-ZAXIE

10:00 AM - 6:00 PM EST

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1725 Pontiac Ave. Cranston, RI 02920

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