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customerservice@nialaya.com

Returns

ONLINE RETURN/EXCHANGE POLICY (DOMESTIC AND INTERNATIONAL)

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 initiate a return or exchange, please visit nialaya.loopreturns.com

Please allow 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.

The 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.

Please visit our Returns & Exchanges page for more details.

LOS ANGELES STORE RETURN/EXCHANGE POLICY

In-store purchases can be exchanged or refunded within 30 days of purchase with a receipt. Sale items and custom jewelry 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.

RETURNS POLICY FOR FREE GIFT OFFER

We offer free gifts on eligible purchases of $249 and up. If you decide to return your purchase its 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.

Exchanges

EXCHANGE POLICY

If the product you ordered doesn’t fit properly or is not to your liking you can exchange it within 30 days of receiving it.

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

To initiate a return or exchange, please visit nialaya.loopreturns.com

All SALE items and custom jewelry are FINAL SALE and cannot be returned or exchanged.

NEXT STEPS

Once we have received your shipment, we’ll be in touch with you within 5 business days with information on your exchange.

Guarantee

LIFETIME GUARANTEE

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 a LIFETIME GUARANTEE on all items purchased on or after April 1, 2018 on NIALAYA.COM or in our Los Angeles Flagship Store only. Your first three bracelet repairs will be covered under this warranty. 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 for beaded bracelets and necklaces:

- Broken string, wire, or elastic

- Cracked beads

- Damaged lock or closure on beaded jewelry

- Broken wire on beaded bracelets

Please note that the guarantee does not cover plating issues, discoloration of beads and leather, broken and ripped necklaces, or damage due to normal wear and tear or improper storage of your items. Please review our jewelry care guide to minimize wear and tear on your jewelry.

We offer low cost repairs on broken necklaces, please contact our customer service team to learn more. 

The customer is still responsible for all shipping costs.

We offer a 2-year warranty on all Square Pendant Necklaces and we offer a 1-year warranty on all String Bracelets. If you have surpassed the 1-year warranty on your String Bracelet, we charge a $50 repair fee.

For any Beaded Bracelets under warranty that are missing beads, we charge a $5 replacement fee for 8MM beads and a $10 replacement fee for 10MM beads.

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.

Sizes

SIZING

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.

ADDITIONAL INFORMATION

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 span 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. 

Please note that all our pieces are crafted by hand and one-of-a-kind, and may therefore vary slightly in size, shape, and color.

EXCHANGE POLICY

If the product you ordered doesn’t fit properly you can exchange it within 30 days of receiving it.

To initiate a return or exchange, please visit nialaya.loopreturns.com

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

Custom Design

HOW TO CREATE YOUR OWN JEWELRY

We offer customization of our beaded bracelets in our iDesign app. Please click here to learn more and please click here to make your custom bracelet.

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

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

Shipping

DOMESTIC SHIPPING

Available shipping methods within the continental US:

USPS First Class Package (Up to 5 Business Days): Free on orders $199+

USPS First Class Package (Up to 5 Business Days): Rate calculated at checkout

USPS Priority Mail (Up to 2 Business Days): Rate calculated at checkout

FedEx Overnight Shipping (1 Business Day): $29.90

Overnight Shipping Cutoff: Kindly note that any FedEx Overnight order placed after 4pm (PST) will be processed and shipped on the following business day.

A signature upon delivery is required for orders over $500.

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

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

For more details on our domestic shipping options please visit our Shipping page.

INTERNATIONAL SHIPPING

International shipping costs vary depending on the destination and the shipping rates will be displayed at checkout. We offer free worldwide shipping on all orders $199 or more.

Please see our Shipping page for more information on our international shipping options and rates.

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. Please note that we do not cover any customs fees. Unfortunately, if the customer refuses to pay the customs fee at the time of the package arrival and chooses to return the order back to Nialaya, please be aware that this fee will be deducted from your return and it is still the responsibility of the customer.

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 within 3-7 business days when the order leaves our Danish office. Please allow an additional 5-8 business days for delivery.

*These countries include: Austria, Croatia, Spain, Portugal, Italy, Czech Republic, Denmark, Estonia, France, Germany, Hungary, Poland, Romania, Slovakia, Slovenia, Belgium, Bulgaria, Cyprus, Finland, Greece, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, and Sweden.

SHIPPING CONFIRMATION

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 is 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.

DELIVERY ISSUES AND MISSING TRACKING NUMBER

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 within 3-7 business days when the order leaves our Danish office. Please allow an additional 5-8 business days for delivery.

*These countries include: Austria, Croatia, Spain, Portugal, Italy, Czech Republic, Denmark, Estonia, France, Germany, Hungary, Poland, Romania, Slovakia, Slovenia, Belgium, Bulgaria, Cyprus, Finland, Greece, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, and Sweden.

PRE-ORDERS

Our shipping and processing times depend on the items you're ordering.

All of our Pre-Order items ship out as soon as they are available (typically 1-2 weeks). 

For Pre-Orders, we oftentimes do not have all the materials on hand to make your item, but once we do, we'll be able to make your item and ship it out.

You can still purchase pre-order items on our site and your order will be added to the queue to be fulfilled and shipped as soon as they are available!

Orders to the EU*

MISSING OR DELAYED TRACKING NUMBER

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 within 3-7 business days when the order leaves our Danish office. Please allow an additional 5-8 business days for delivery.

*These countries include: Austria, Croatia, Spain, Portugal, Italy, Czech Republic, Denmark, Estonia, France, Germany, Hungary, Poland, Romania, Slovakia, Slovenia, Belgium, Bulgaria, Cyprus, Finland, Greece, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, and Sweden.

How should I maintain my jewelry?

JEWELRY CARE

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.

Other

I didn't find my answer above

If you didn't find the answer to your question above, please email our customer service team at customerservice@nialaya.com so we can help you.

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