FAQ
1) Products & Authenticity:
We exclusively carry fine jewelry — primarily in gold and platinum metals, set with precious and semi-precious gemstones. You’ll also find a curated selection of one-of-a-kind pieces. You won’t find fashion or costume jewelry here; everything on Zuuro is the real thing.
Zuuro operates as a closed, invite-only marketplace. All our suppliers are carefully vetted by us and currently source exclusively from Kofu, Japan — one of the country’s most renowned fine jewelry regions.
Our parent company, Sekai Boeki, has over 30 years of experience as one of Japan’s top names in gemstones and fine jewelry. That heritage is the foundation every Zuuro supplier is built on.
Every supplier on Zuuro goes through a rigorous vetting process. With every order, you’ll receive a Zuuro Certificate of Authenticity guaranteeing that all product details are accurate and verified
We encourage all our suppliers to include certifications from trusted labs like GIA, IGI, and CGL. For products that don’t already include a lab certificate, we can help you acquire one — just email us at [email protected].
Very. We take great care to ensure that what you see on our product pages is exactly what you’ll receive to ensure no surprises. If you’d like to see a piece in real-time before buying, email us at [email protected] and we’ll try to arrange a live video consultation with the relevant supplier.
2) Shipping & Delivery:
Yes! Although we’re headquartered in Japan, we ship worldwide. All duties, taxes, and insurance are handled by us — so you can shop completely stress-free. Just add your address at checkout and we’ll take care of the rest.
Most orders are delivered within 5–10 business days once shipped from our supplier. Shipping timelines depend on the product type:
- Ready-to-ship items are dispatched quickly, usually within 1–2 business days.
- Made-to-order pieces may take a few additional weeks to prepare before they are shipped.
Exact timelines will be shared at checkout and in your order confirmation.
Shipping charges vary by country. Add your address at checkout to see the applicable rate. Subscribe to our newsletter to stay in the loop on any special shipping promotions we run. :)
Absolutely! Just set your shipping country to Japan at checkout, pay in Japanese Yen, and we’ll deliver to your recipient. Perfect for gifting. If you run into any issues, drop us a line at [email protected].
Yes, every order is fully insured and shipped via trusted courier partners like Yamato and FedEx. In the unlikely event your package is lost, you’ll receive a full refund.
No surprises at the door — customs duties are included in the product price. Nothing extra to pay when your order arrives.
Note: if the price in your local currency looks higher than the Japanese Yen price, that’s because it already includes applicable duties, taxes, and forex charges we incur when shipping internationally from Japan.
Your jewelry is carefully packaged to ensure it arrives in perfect condition. All orders are shipped in discreet packaging — no branding on the outside, ideal for gifting too.
To check the status of your order, please visit your account dashboard from the user icon in header or “Your Account” link in the footer and navigate to "My Orders" — you'll find real-time tracking updates there. You can also use the tracking number sent to your registered email after dispatch to track your shipment directly on the courier's website.
If you need further assistance, feel free to contact our support team at [email protected].
3) Returns, Cancellations & Orders:
You can initiate a return on most items within 14 days of delivery for a full refund to your original payment method. Return shipping costs are borne by the buyer. Expect your refund within 10–14 days of us receiving the item.
Please note: customized or personalized items are non-returnable.
Once an order has been shipped, we’re unfortunately unable to cancel it. That said, please email us at [email protected] and we’ll do our best to help sort things out.
4) Sizing & Customization:
Ring resizing is included in the product price — just select your ring size when adding the item to your cart. If you’re unsure of your size, our jewelry concierge can help guide you.
Many of our suppliers offer customization! If an item has built-in options (like metal type or stone color), you’ll find them on the product page. For anything beyond that, email us at [email protected] with your request and we’ll match you with a supplier who can make it happen.
Timelines vary depending on the request and supplier. Please note that personalized items are non-returnable once made.
5) Payments:
We accept payments via Stripe, which supports most major credit and debit cards as well as a variety of local payment methods. All transactions are secure.
6) The Zuuro Experience:
A few things we’re proud of:
- AR / Virtual try-on: see how a piece looks on you before you buy.
- Side-by-side comparison: compare pieces you love so you can choose with confidence.
- Expert-vetted AI concierge: our jewelry chatbot is trained on expert knowledge to help you find exactly what you’re looking for.
- Educational guides: learn about gemstones, metals, and what to look for in fine jewelry.
- True-to-life imagery: our product photos are as accurate as it gets.
7) Other:
If you couldn’t find the answer you were looking for, email us at [email protected] and we’ll get back to you within 1–2 business days.