FAQs

Q: CAN I SEE THE ITEM IN PERSON

A: We are a fully online jewellery business, so it is not possible to try on items in advance of purchase. However, we do offer an easy returns policy so hope this will be reassuring for our customers. We are very happy indeed to answer any questions you may have about an item or provide additional photos, videos or details if you are unsure before ordering. Simply email us at zemlervintagevault@gmail.com

Q: WILL MY ITEM ARRIVE IN A BOX

A: Yes! All ZVV items arrive nestled in a beautiful jewellery box, wrapped in fully recycled packaging which can be reused or recycled.

Q: DO YOU OFFER RING SIZING

A: Yes. Most rings can be resized by around three sizes, with the exception of full eternity rings which are Cinderella pieces. Ring sizing starts at £60 and normally takes around 3 weeks. Please contact us to discuss your requirements. It is often more convenient for you to visit a local jeweller with your new ring to have it sized in person.

Q: WHAT IS YOUR RETURN POLICY?

A: Click here to read our returns policy.

Q: WHAT IF I CHANGE MY MIND OR DON’T LIKE IT?

A: It's no problem, simply email us at zemlervintagevault@gmail.com and you can send it back to us for a full refund. Click here to view our refund policy.

Q: WILL AN "OUT OF STOCK" ITEM BE RESTOCKED?

A: No. Our collection is made up of one of a kind vintage and antique jewellery, so we cannot guarantee to be able to source something similar – please act fast if you fall in love with a particular item.

Q: WHAT TYPES OF PAYMENTS DO YOU ACCEPT?

A: We accept online payments with Visa, Mastercard, American Express, Discover, Apple Pay, Diners Club and PayPal, along with payments by BACs. We do not accept payment in cash.

Q: DO YOU OFFER PAYMENTS PLANS?

A: Yes, we are able to offer layaway on items over £500. To discuss layaway on an item, please email zemlervintagevault@gmail.com

Q: WHAT SHIPPING DO YOU OFFER?

A: If you are in the UK, items are sent by Royal Mail using guaranteed next day delivery. Please click here to read our shipping policy. Items costing less than £50 are sent using Royal Mail standard postal service.

Q: HOW LONG WILL MY ORDER TAKE TO ARRIVE?

A: If you are in the UK, items are normally dispatched within 2-3 days and are sent by Royal Mail using guaranteed next day delivery. Items costing less than £50 are sent using Royal Mail standard postal service and will take 2-3 days to arrive.

Overseas orders are sent with Royal Mail International and typically take 7-15 days to arrive. All items are sent using fully insured and signed for services.

Q: WHAT COUNTRIES DO YOU SHIP TO?

A: We are based in the UK and offer international shipping to Europe, the United States, Canada Australia, as well as many other countries. Please contact your country’s customs agency to find out import taxes for your country. Shipping on international orders is a flat fee of £60. We ship using DHL Express Insured Service.

Q: WHAT WILL THE CONDITION BE LIKE?

A: The majority of our items are antique, vintage or second hand so will show wear commensurate to an item's age. All items are thoroughly checked before sale, and we will never knowingly sell a faulty or damaged product. If you ever have any problems with an item purchased from us get in contact and we will always be happy to help.

Q: WILL MY PIECE COME WITH A CERTIFICATE OR VALUATION?

A: Unless otherwise stated, items do not come with an official valuation or certificate. However, each piece is carefully checked and tested by qualified gemmologists in advance of sale. If a piece is not lab certified and you would like it to be, we can apply for certification for you from a reputable organisation for a fee of around £70.

Q: WILL MY PIECE BE HALLMARKED?

A: Many of our items pre-date hallmarking and some may have worn away over the years. However, each piece is carefully tested to verify metal content.

Q: ARE YOUR DESCRIPTIONS ACCURATE?

A: We do our best to ensure our descriptions and images clearly represent the item being sold, including its age, condition, size and cut of the stones. These are verified by an independent gemmologist in advance of sale. Please carefully take note of measurements of a piece of jewellery as a guide on size and scale – pieces can look different in close up photography and on different sized people. If you have queries, please email us. We can set up an online appointment to show you the piece in person.