Help Center

If you are not completely satisfied with your online purchase, you can send it back to us for a refund or exchange within 30 days of purchase. To start a return or exchange, please e-mail our customer service team at customerservice@nialaya.com and we will get back to you within 24 hours with details on how to process your return or exchange.

We don’t offer returns for products that you received more than 30 days ago. 

Please allow 3-5 business days for us to process your return or exchange.

Sale items, custom orders, and custom jewelry are final sale and cannot be returned or exchanged. All returned merchandise must be in its original condition.

Customer is responsible for all shipping costs unless the item is damaged or we made a mistake. 

Please note, we are not responsible for lost packages and we cannot issue a refund if your package is lost or damaged. Please insure the package for the full amount of the merchandise you are sending back to us. We are not responsible for missing packages. 

LOS ANGELES STORE RETURN/EXCHANGE POLICY
Any in-store purchase of $400 and below can be exchanged or refunded within 30 days of purchase. Any in-store purchase above $400 is eligible for in-store exchange or store credit within 30 days of purchase. Sale items and custom items are final sale.

CANCEL AN ORDER
If you need to cancel an order you must e-mail us within 4 hours of when you place your order.

We offer free gifts on eligible purchases over $199. If you decide to return your purchase, you are required to return the free gift as well. Failure to return the free gift with your order will result in a charge of the full retail price of the free gift item.

If the product you ordered doesn’t fit properly or is not to your liking, you’re able to exchange it within 30 days of receiving it. Your first exchange / resizing of an item is free, any following exchange or resizing of that same item will require an additional fee.

Customer is responsible for all shipping costs unless the item is damaged or we made a mistake. 

To start an exchange, please email our customer service team at customerservice@nialaya.com and we will be in touch within 24 hours with further instructions on your exchange process.

EXCEPTIONS:

All SALE items are FINAL SALE and can’t be returned or exchanged.

Unfortunately, we don’t offer exchanges on products that you received more than 30 days ago.

We will be in touch within 24 hours with further instructions on your exchange process.

Once we have received your shipment, we’ll be in touch with you within 1-2 business days with information on your exchange.

Customer is responsible for all shipping costs unless the item is damaged or we made a mistake. 

Over the years we have worked hard to create the highest quality of handmade jewelry for our customers. Our quality is among the very highest in the industry and we are now able to offer LIFETIME GUARANTEE on all items purchased on or after April 1, 2018 on NIALAYA.COM or in our Los Angeles Flagship Store only. Please note that we do not offer lifetime guarantee on any items purchased outside of our own website or flagship store. Receipt must be presented to use the lifetime guarantee. The guarantee covers the following:

- Broken string or elastic

- Cracked beads

- Damaged lock or closure

Please note that the guarantee does not cover plating issues, or discoloration of beads and leather. The customer is still responsible for all shipping costs.

Sale items, special orders, and custom jewelry are final sale and cannot be returned or exchanged. All returned merchandise must be in its original condition.

If you’re unsure of your wrist or ring size you can see our size guides here.

If you can't fit our sizes, we may be able to custom make our bracelets to fit you. Please get in contact with us by emailing customerservice@nialaya.com about any inquiry of custom sizes.

We’re unfortunately not able to customize ring sizes.

We offer a range of different sizes to make sure that your Nialaya piece fits you perfectly.

Our men’s bracelets vary from a size Small to a size Extra Large. You can see the exact measurements by expanding the question right above this one.

Most men’s rings vary from a size 9 to a size 12, with some rings being available in sizes 7, 8 and 13 as well.

Women’s bracelets spand from a size Extra Small to a size Large.

Women’s rings come in sizes 3-8.

Please expand the question right above this one to see all exact measurements of our range of men's and women's bracelets and rings.

If the product you ordered doesn’t fit properly, you’re able to exchange it within 30 days of receiving it.

To start an exchange, please e-mail our customer service team at customerservice@nialaya.com and we'll help you get the right size. We'll be in touch within 24 hours with details on how to process your exchange.

Customer is responsible for all shipping costs unless the item is damaged or we made a mistake. 

We offer customization of our beaded bracelets and necklaces in our iDesign app. Please click here to custom make your item.

We do not offer custom design on other bracelets or necklaces than what’s available in the app above.

All custom designs are final sale and are not eligible for a return or exchange.

Available shipping methods within the continental US:

Standard - $9.90 (1-3 business days)2 Day - $9.90 (2 business days) Overnight - $29.90 (1 business day)Pick up in store free (please wait until we notify you that your item is ready before coming to pick it up. CA taxes apply.)

Signature upon delivery required for orders over $500.

Orders are shipped Mon-Fri excluding holidays. Please note that occasionally in-stock items may be temporarily out-of-stock or backordered. We will make every effort to communicate any shipping delay within 24 hours of your order.

Please note, we are not able to ship to PO, APO or FPO boxes.

Shipment costs vary depending on destination.

Duties and taxes are not included in the total at checkout. They are determined by the customs agency within the destination country. Assessment of duties and taxes will be based on the value of the order and the tax-free threshold, if it exists, for goods imported into the destination country. Payment of any duties and import taxes is the responsibility of the recipient, and these fees are collected at the time of delivery.

No extra taxes or custom fees are charged for our orders to The EU*. Our Danish office handles all import taxes and duties for you.

Orders to the EU are shipped to our Danish offices from Los Angeles. You will receive a tracking number when the order leaves our Danish office. Please allow 5-8 business days for delivery.

*These countries include: Austria, Croatia, Spain, Czechia, Denmark, Estonia, France, Germany, Hungary, Poland, Romania, Slovakia and Slovenia.

Once your order has been shipped, we'll e-mail you a shipping confirmation with a tracking number that you can use to track your order.

There can be occasional customs or courier delays which may affect your delivery timeframe, which unfortunately are beyond our control. Please ensure your delivery address and phone number are correctly entered, and that your delivery address is attended during business hours to ensure you are able to accept delivery of your package.

If your package never showed up, please contact the delivery company used to resolve this issue.

If they claim the package was delivered and are unable to help you, please get in contact with our customer service by emailing customerservice@nialaya.com and we'll be happy to help you resolve this.

LOST PACKAGES

There can be occasional customs or courier delays which may affect your delivery timeframe, which unfortunately are beyond our control. Please ensure your delivery address and phone number are correctly entered, and that your delivery address is attended during business hours to ensure you are able to accept delivery of your package.

If your package never showed up, please contact the delivery company used to resolve this issue.

If they claim the package was delivered and are unable to help you, please get in contact with our customer service by emailing customerservice@nialaya.com and we'll be happy to help you resolve this.

Please note, we are not responsible for lost packages and we cannot issue a refund if your package is lost or damaged. Please insure the package for the full amount of the merchandise you are sending back to us. We are not responsible for missing packages.

MISSING TRACKING NUMBER AND DELAYS FOR EU ORDERS

Orders to the EU are shipped to our Danish offices from Los Angeles. You will receive a tracking number when the order leaves our Danish office. Please allow 5-8 business days for delivery.

*These countries include: Austria, Croatia, Spain, Czechia, Denmark, Estonia, France, Germany, Hungary, Poland, Romania, Slovakia and Slovenia.

No extra taxes or custom fees are charged for our orders to The EU*. Our Danish office handles all import taxes and duties for you.

Orders to the EU are shipped to our Danish offices from Los Angeles. You will receive a tracking number when the order leaves our Danish office. Please allow 5-8 business days for delivery.

*These countries include: Austria, Croatia, Spain, Czechia, Denmark, Estonia, France, Germany, Hungary, Poland, Romania, Slovakia and Slovenia.

The health and safety of colleagues and the wider community is our first priority. We have been working hard on a safe way to satisfy our customers. We have enhanced our safety measures, following the government guidelines to maximize protection.

At this time, customers are able to continue shopping with us, but we are letting them know deliveries may take a little longer to arrive than usual. 

Logistic Partner Safety:

• Increased cleaning and disinfecting of equipment.

• PPE, including masks, gloves and sanitizer.

• 6ft social distancing respected throughout site.

• max. capacity of 3 employees at a time in our facilities

Employee Safety: 

• Social distancing and protective equipment

• Temperature checks

• Sanitation

• Use and disinfection of common and high-traffic areas

• Business travel

• Arriving at work in phases.

• all common areas are closed until further notice

These newly adopted practices are in place to prioritize the health of our colleagues and our customers as we gradually restore our full service.

For questions please email customerservice@nialaya.com. 

Team Nialaya

Use your jewelry - but with care.

Remove your jewelry when you:

Sleep

Play Sports

Shower, Bath, Swim

Beware of blows and bumps: Jewelry - especially with gemstones - can be fragile, so beware.

Storage:

The best thing is to store your jewelry in small cloth bags or small plastic bags so that they are separate and do not scratch up against each other. All Nialaya items come with a Nialaya pouch and box that you can store your jewelry in.

Advice on cleaning your jewelry at home:

The following products are recommended for cleaning and polishing your jewelry:

Polish cloth - Regular universal cloth.