Frequently asked questions

You can read through our FAQs below, if you still have questions, please feel free to get in touch with our team for further assistance.

Orders & Customisation
How long will it take to process and receive my order?

Current processing times:

  • In-Stock Items: We process and dispatch these within 1–2 business days.
  • Custom / Hand-Stamped Items: These are uniquely crafted for you and take 5–7 business days to complete before shipping.
  • Please Note: Processing times do not include weekends or Victorian public holidays.

Shipping times:

  • Shipping times will vary based on location and method chosen during checkout. View more details about shipping timeframes HERE
Can I change or cancel my custom order?

We understand that sometimes hearts change. Because we begin the hand-stamping and customisation process shortly after an order is placed, we can only accept changes or cancellations for custom pieces before production has started.

If you need to make a change, please get in touch with us immediately. If our studio has not yet begun crafting your piece, we will be happy to assist you with a cancellation or adjustment. Once production has commenced, we are unable to offer further changes, so we kindly ask that you double-check all spelling and design choices before completing your checkout.

For non-custom orders: Please reach out as soon as possible. We’ll do our very best to catch your package before it’s dispatched from our studio. If your order is already on its way, we won't be able to change or cancel it, but we will be happy to help walk you through the return process once it arrives.
What materials do you use and how do I care for them?

At Zahli, we’ve stepped away from traditional expectations of precious metals for a very specific reason: we value the weight of your story over the weight of the metal. We are completely redefining the heirloom and embracing the reality of a life fully lived.

By using a durable and purposeful base of premium stainless steel with a high-quality 18k gold PVD finish, it ensures your story can be worn through everyday life. The true value isn't in the weight of the metal but in the fierce love, meaning and milestones woven into every design.

Key feautures:

  • Premium Stainless Steel Base
  • 18k gold PVD plating
  • Quality Cubic Zirconia Crystals
  • Tarnish-free and water resistant
  • Hypoallergenic and sensative skin friendly
  • Sweat-proof & Life-proof
  • Nickle free - no green skin
  • Durable and made to last

For full material and care information, please view HERE
How do I know what length chain to order?

To find your perfect bracelet and necklace length, we have put together some measuring guides and additional information together. VIEW HERE.

Shipping
Do you ship internationally?

Currently, we only ship within Australia. We do not offer international delivery at this time.
How much does shipping cost?

Shipping is calculated based on your location and the shipping method you choose during the checkout process. You will always know the shipping price before you complete the payment and confirmation part of your order.

As a general guide:

  • Standard Shipping - $11.00
  • Express - $15.00
  • Local delivery to Ballarat and surrounds (3350, 3352, 3355, 3356, 3357, 3358) - $5.00
  • FREE Shipping for orders over $150.

Please note these figures are an estimate and subject to vary slightly during checkout.
Which carrier do you use?

All orders are sent via Australia Post from our studio in Victoria. You can choose between:

  • Standard Parcel Post: Generally 2+ business days.
  • Express Post: Typically next business day within the Express Post Network.
How can I track my parcel?

Once your order is dispatched, you will receive an automated email from us containing your Australia Post tracking number. You can track your journey on the Australia Post website or via their mobile app.
My parcel hasn’t arrived yet. What should I do?

We know how exciting it is to wait for new jewellery! Before reaching out, please check the following:

  • Check the Tracking: Use your tracking number on the Australia Post Tracking Tool to see the latest location.
  • Wait for the Buffer: Australia Post suggests waiting up to 5 business days past the expected delivery date, as most "missing" parcels arrive within this window.
  • Look Around: Check with other members of your household, neighbours, or around the front of your property in case it was left in a Safe Drop location.

When is a parcel officially considered "missing"? Under our policy and Australia Post guidelines, we can lodge a formal investigation if your parcel has not arrived 10 business days after the expected delivery date. If your tracking hasn't updated in over 10 days, please contact us at hello@zahlijewellery.com.au so we can start an inquiry for you. Australia Post

What happens if Australia Post loses my parcel? If a parcel is confirmed lost in transit by Australia Post, we will resolve the issue in line with Australian Consumer Law:

  • Replacement or Refund: For items lost before delivery is completed, we will typically offer a replacement or a full refund.
  • Liability: Please note that once a parcel is marked as "Delivered" with proof (such as GPS data or a signature), our liability ends, and we are not responsible for theft from your property. 

My tracking says "Delivered" but I don't have it. If your parcel is marked as delivered but you cannot find it, please notify us within 48 hours. We will contact Australia Post to request delivery photos or GPS coordinates to verify the exact drop-off location. If you suspect the parcel was stolen after a successful delivery, we recommend contacting your local police station.

Returns & Exchanges
Can I return a custom-made item if I change my mind?

No. Under Australian Consumer Law, businesses are not required to provide a refund for "change of mind". Because custom and hand-stamped items are made specifically for you, they cannot be resold and are therefore ineligible for return or exchange unless they are faulty.
Can I return an item if I change my mind?

We want you to love your Zahli keepsakes as much as we loved creating them. If you’ve had a change of heart regarding a non-custom piece, we are happy to offer an exchange or store credit within 30 days of your order arriving. 

To be eligible for a return, your jewellery must be unworn, in its original 'as new' condition, and tucked safely back in its original Zahli packaging.

Please note:

  • Custom & Hand-Stamped: As these are crafted specifically for your story, they are final sale and cannot be returned unless faulty.
  • Earrings: For hygiene reasons, we cannot accept returns on earrings.
  • Return Shipping: As a small studio, we ask that the customer covers the cost of shipping for change of mind returns.

If you believe your item is faulty, please get in touch with us immediately so we can make it right in accordance with your rights under Australian Consumer Law. 
What if my item arrives damaged or is faulty?

If there is a major fault with your jewellery (e.g., it is unsafe or significantly different from the description), you are entitled to a replacement or refund under the Consumer Guarantees. Please contact us immediately with photos of the fault so we can resolve it for you.
Do I have to pay for return shipping?

If an item is being returned because it is faulty, we will reimburse you for the return postage costs. For eligible in-stock (non-custom) change of mind returns, the customer is responsible for the cost of return shipping.