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about zatthu jewelry

Frequently Asked Questions

Here you will find answers to the most frequently asked questions. Can't figure it out or do you have a specific question? Please contact us using the form below.


To order

How can I track my order?

As soon as the order is shipped, you will receive an email with a tracking code, which allows you to track the status of your order after 00:00 via the PostNL International website.

Can I change or cancel my order?

If you want to change or cancel the order, I advise you to contact me via chat or customer service .

Once the order has already been sent, unfortunately I cannot make any changes. The order can then be returned via the returns process.

An item not in stock, what to do?

Some items are temporarily sold out and will be returned to the collection. If the desired item is not available, you can click on the "email me when in stock" button and leave your email address. We will then send you an email when the item is available again. You can of course contact customer service for an indication of the expected delivery time.

How do I use my discount code?

A discount code provides a one-time discount on an online purchase. Please note: this cannot be added after placing the order. You can add the discount code to your shopping cart in the appropriate input field. Please note: the discount code can only be used once and will expire after use.

If the discount amount and the invoice amount do not match, you must pay the outstanding amount via one of the payment methods.

To deliver

What is the delivery time?

We aim to ship your order within 2 working days, and it is often shipped the same working day if your order is received before 2:00 PM. If the ordered piece of jewelry is unexpectedly not in stock, you will be informed within 1 working day.

What are the shipping costs?

Orders within the Netherlands from €29.99, placed via the Zatthu Jewelry webshop, are shipped free of charge!

Zatthu also delivers orders outside the Netherlands. For information about shipping costs abroad, choose the desired country of delivery in your shopping cart. The shipping costs are then immediately visible.

How can I track my order?

As soon as the order is shipped, you will receive an email with a Track&Trace code, which allows you to track the status of your order after 00:00 via the PostNL website.

Can I have my order delivered to a different address?

During the ordering process you have the option to 'specify a different delivery address'. Enter the details of the desired delivery address here and you will receive the order at this address. Do you want to change the delivery address after placing your order? Please contact us via chat or customer service

There is an error in the delivery address, what now?

You are responsible for entering the delivery address correctly. Unfortunately it is not possible to change the address if the order has already been shipped. Until then, a delivery address can be adjusted. For any change of address, if the order has not yet been shipped, you can contact our customer service by email or via our chat function. The request will then be processed quickly.

I am not at home on the day of delivery, what now?

Are you not at home on the day of delivery? No problem. The shipment fits through the letterbox!

Returns and Refunds

How can I return an item?

To process your return correctly and quickly, I request that you follow the indicated procedure:

Send me an email and include the item number and order number of the item you want to return. You will receive an email within one working day with instructions for returning the items. If you want to exchange your order, you can indicate this by e-mail.

Within what period can I return?

You have the right to return the item within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you or a third party designated by you, who is not the carrier, acquires physical possession of the product(s). To return the item(s), you must notify me by an unequivocal statement (e.g. in writing, by post or email). You can also use the model withdrawal form (PDF) for this. Your return request is valid if it has been sent within 14 days.

I have returned my order. When will I get my purchase price back?

If you use the right of return, you will receive all payments you have made at that time, including any delivery costs (for orders outside the Netherlands). After you have submitted the return request, I will refund the amount as soon as possible in the same way as the original transaction was made. This will in any case be done within 14 days.

When can I not return an item?

  • Items you wish to return/exchange must be unused and in the original packaging.
  • Tags on necklaces, bracelets and rings may also not be removed.
  • Returns that do not meet our conditions, are damaged, contaminated or altered may be refused.
  • For hygienic reasons, fitted earrings cannot be returned. The earrings must therefore be in the original unopened packaging.
  • Earrings whose packaging has been opened or altered cannot be returned.
  • Final Sale items are excluded from the returns policy. This is indicated in the article.
  • Made-to-order jewelry is excluded from the returns policy.

Questions and complaints

Where can I find the General Terms and Conditions?

Via the following link www.zatthujewelry/pages/algemene-voorwaarden/ you will find all general terms and conditions relating to the Zatthu webshop.

How long do I have a warranty on my item?

We offer a 6 month warranty on our jewelry. This warranty applies to manufacturing defects. Damage caused by use or wear and tear is not covered by this warranty. You are also responsible for properly maintaining the jewelry. An item is not covered by the warranty if a maintenance product has been used that is not suitable for jewelry.

How do I care for my jewelry?

Do you want to enjoy your jewelry for a long time? Then I would like to share these tips with you:

  • Take off your jewelry when you go to sleep, exercise or shower. Perspiration and moisture are never good for jewelry.
  • Also protect your jewelry against substances such as bleach, creams, perfume, hairspray and alcohol.
  • Regular use of a cleaning cloth prevents the metal from discoloring and gives it a nice shine.
  • Jewelry should be stored away from natural sunlight and heat. It is best to store your jewelry in a protective (lined) jewelry box.

How do I create an account?

You can create a Zatthu account by clicking register at the top right of the screen. You can also create an account when you place an order for the first time.

I forgot my password, what to to?

When logging in, click on the forgot password link. Then enter your email address. Within a few minutes you will receive an email with the option to create a new password. Wouldn't it work? Please contact customer service via our chat or the contact form . We can then manually change the password for you.

I have a complaint, what to do?

It might happen you have a complaint about I always take that seriously and I would like to solve it together with you! Quality and service are important core values ​​to me. I want you to be satisfied with Zatthu and to be able to speak enthusiastically about our collections, communication, shipping and my service! That is why I do everything I can to handle the complaint satisfactorily. I see your complaint as a challenge and reason to improve communication, service and quality.

You can submit your complaint via our customer service or via the Disputes Committee of the European ODR Platform .

If you have a complaint about an online purchase, you can send an email via the contact form with the following information:

– What is the complaint

– Where and when did you purchase the product. If it concerns an online order, you can provide the order number

– Photos of the complaint, including a full view of the item

How will my complaint be handled?

I strive for a quick settlement of the complaint (you will receive a response within 14 days)

  • I investigate the cause of the complaint
  • I will contact you to propose a solution
  • I follow up on the agreements made.
  • I use the experience to prevent the complaint in the future.

Still looking for answers?

If the answers you are looking for are not in our FAQ, please send an email by completing the form below. We are happy to help you!