Frequently Asked Questions

If you are not completely satisfied with your online purchase, eligible items may be returned or exchanged within 30 days of purchase.

To initiate a return or exchange, please visit our Returns Portal.

Return & Exchange Fees

United States: $9.99 USD per return or exchange request
European Union: €9.99 EUR per return or exchange request

Other International Destinations: Customers are responsible for arranging and paying for return shipping and associated costs.

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

Please allow up to 7 business days for your return or exchange to be processed once it has been received by our team.

Customers are responsible for ensuring returned merchandise is packaged securely. Nialaya is not responsible for return packages lost or damaged in transit. For international returns outside the US and EU, we recommend using a trackable and insured shipping method.

For complete details, please visit our Returns & Exchanges page.

LOS ANGELES STORE RETURNS & EXCHANGES

In-store purchases may be returned or exchanged within 30 days of purchase with the original receipt. Sale items, special orders, and custom jewelry are final sale and cannot be returned or exchanged.

CANCEL AN ORDER

If you need to cancel or make changes to an order, please contact Customer Service as soon as possible after placing your order:

Email: customerservice@nialaya.com

Phone: +1 310-499-7162

Customer Service Hours: 9:00 AM–5:00 PM PST, daily

We will do our best to accommodate your request. However, orders are processed quickly, and cancellations or changes cannot be guaranteed once an order has entered fulfillment or shipped.

If your order has already shipped, you may initiate a return once it has been delivered in accordance with our Return & Exchange Policy.

Eligible items may be exchanged within 30 days of purchase.

To initiate an exchange, please visit our Returns & Exchanges Portal.

Exchange Fees

United States: $9.99 USD per exchange request
European Union: €9.99 EUR per exchange request
Other International Destinations: Customers are responsible for arranging and paying for return shipping and associated costs.

All items must be returned in their original, unworn condition with all original packaging included. Sale items, special orders, and custom jewelry are final sale and cannot be returned or exchanged.

If you received a damaged or incorrect item, you can submit a request through our Returns & Exchanges Portal within 30 days and select the appropriate reason, such as Damaged Item or Wrong Product Received.

Once your item has been received, please allow up to 7 business days for your exchange to be processed. You will receive an email confirmation once your exchange has been completed.

Yes. We stand behind the quality of every Nialaya piece. Eligible items purchased from Nialaya.com or our Los Angeles Flagship Store are covered by the Nialaya Warranty for 12 months from the date of purchase.

WHAT IS COVERED

Beaded Bracelets & Necklaces

– Broken string, wire, or elastic
– Cracked beads
– Damaged locks or closures
– Broken wire components

Rings

– Loss of a stone resulting from a manufacturing defect within the warranty period

HOW TO SUBMIT A WARRANTY CLAIM

Please email customerservice@nialaya.com with your order number or proof of purchase, the name and email associated with the purchase, and a clear photo or video showing the issue.

Our team will review your request to confirm warranty eligibility and determine the appropriate resolution.

For an approved warranty claim, Nialaya will provide one complimentary repair or replacement per eligible item, depending on the product, availability, and nature of the issue. Standard shipping for approved warranty resolutions is complimentary.

If the original item or size is no longer available, we may offer a replacement item of equal or lesser value. Warranty claims are not eligible for cash refunds, store credit, or upgrades to an item of greater value.

In most cases, the original item does not need to be returned. If a return is required, our team will provide instructions.

MISSING BEADS

– 8MM beads: $5 per bead
– 10MM beads: $10 per bead

Replacement beads that are not covered by an eligible warranty claim are subject to the fees above.

WHAT IS NOT COVERED

– Plating wear or discoloration
– Natural discoloration or changes to beads, leather, or other materials
– Normal wear and tear
– Accidental damage or damage caused by misuse or improper storage
– Lost or stolen items
– Unauthorized repairs, modifications, or alterations
– Items purchased from third-party retailers or unauthorized sellers

ADDITIONAL TERMS

– The Nialaya Warranty applies only to the original purchaser and is non-transferable.
– Coverage is limited to one complimentary warranty resolution per eligible item.
– A valid order number or proof of purchase from Nialaya.com or our Los Angeles Flagship Store is required for all warranty claims.
– Nialaya reserves the right to deny warranty claims involving misuse, abuse, unauthorized repairs, modifications, or alterations.

Sale items, special orders, and custom jewelry are final sale and cannot be returned or exchanged. Final-sale status does not affect applicable warranty coverage for eligible manufacturing defects.

If you’re unsure of your bracelet or ring size, please view our Size Guide.

Bracelets: We recommend sizing up if you’re between sizes or unsure. If our standard bracelet sizes do not fit you, we may be able to create a custom size. Please contact customerservice@nialaya.com for custom sizing inquiries.

Rings: We are unable to offer custom ring sizes at this time.

Please note: Custom-sized items are final sale and cannot be returned or exchanged.

If your item doesn’t fit properly, eligible items may be exchanged within 30 days of purchase.

To initiate an exchange, please visit our Returns & Exchanges Portal.

United States: $9.99 USD per exchange request.

European Union: €9.99 EUR per exchange request.

Other International Destinations: Customers are responsible for arranging and paying for return shipping and associated costs.

If you received a damaged or incorrect item, submit your request through the portal within 30 days and select the appropriate reason.

Create a one-of-a-kind beaded bracelet with our iDesign Custom Bracelet Builder. Choose your beads, colors, and details to design a piece that’s uniquely yours.

Learn more about iDesign or create your custom bracelet.

Customization is currently limited to the options available through our iDesign builder.

All custom designs are final sale and cannot be returned or exchanged.

Available shipping options within the continental United States:

USPS Ground Advantage (3–5 Business Days)

– Free on orders $249 USD and above

– Orders under $249: Shipping calculated at checkout

FedEx Priority Overnight (1–2 Business Days)

– $49 USD

Overnight Shipping Cutoff: FedEx Priority Overnight orders placed after 4 PM PST will be processed and shipped the following business day.

Orders are shipped Monday–Friday, excluding holidays. If an item becomes temporarily unavailable or backordered, we will make every effort to notify you of any shipping delay within 24 hours of your order.

We are unable to ship to PO, APO, or FPO boxes.

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

For complete shipping details, please visit our Shipping page.

European Union & United Kingdom

Priority International (2–3 Business Days)

– Free on orders €219 EUR and above

– Orders under €219: €9.99 EUR

Duties and taxes are included, with no additional duties or taxes due upon delivery.

International (Most Countries)

Standard International (6–10 Business Days)

– Free on orders $249 USD and above

– Orders under $249: $19.99 USD

Express International (2–3 Business Days)

– $59.99 USD

Selected International Destinations

For Australia, Armenia, Azerbaijan, Bosnia and Herzegovina, Chile, Jersey, Norway, Philippines, Saudi Arabia, Serbia, and Thailand:

Standard International (6–10 Business Days)

– Free on orders $249 USD and above

– Orders under $249: $29.99 USD

Express International (2–3 Business Days)

– $69.99 USD

Duties & Taxes

European Union & United Kingdom: Duties and taxes are included, with no additional duties or taxes due upon delivery.

Other International Destinations: Orders may be subject to import duties, taxes, customs fees, or other charges imposed by the destination country. Unless prepaid at checkout, these charges are the responsibility of the customer.

Delivery estimates are in business days and do not include weekends, holidays, or unforeseen carrier delays.

Shipping Restrictions

At this time, we do not ship to the following countries or regions:

Algeria, Argentina, Ascension Island, Brazil, China, Egypt, Faroe Islands, Canary Islands (Las Palmas & Santa Cruz de Tenerife), Greenland, Honduras, Iceland, India, Morocco, Niger, Nigeria, Russia, Tristan da Cunha, Angola, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Cape Verde, Central African Republic, Chad, Comoros, Congo - Brazzaville, Congo - Kinshasa, Côte d’Ivoire, Djibouti, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, French Southern Territories, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, Kenya, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Mayotte, Mozambique, Namibia, Réunion, Rwanda, São Tomé & Príncipe, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, South Sudan, St. Helena, Sudan, Tanzania, Togo, Tunisia, Uganda, Western Sahara, Zambia, and Zimbabwe.

If your country or region is listed above, we recommend visiting Farfetch to explore available Nialaya products.

For complete international shipping details, please visit our Shipping page.

Once your order has shipped, you will receive a shipping confirmation email with tracking information so you can follow your delivery.

Occasional customs or carrier delays may affect delivery times and are outside of our control. Please make sure your shipping address and phone number are entered correctly when placing your order.

If your tracking shows an issue or your package has not arrived, please contact the shipping carrier directly for the most up-to-date information.

If your tracking shows the package as delivered but you have not received it, please first contact the carrier. If they are unable to resolve the issue, contact us at customerservice@nialaya.com, and our team will be happy to assist.

If your package has not arrived by the expected delivery date, please check your tracking information and contact the shipping carrier directly for the most up-to-date delivery status.

If tracking shows your package as delivered but you have not received it, please contact the carrier first to open an investigation. If the carrier is unable to resolve the issue, contact us at customerservice@nialaya.com, and our team will be happy to assist.

Please ensure your shipping address and phone number are entered correctly when placing your order. Nialaya is not responsible for packages lost or delivered incorrectly due to inaccurate or incomplete shipping information provided at checkout.

Missing Tracking Information

If you have received a shipping confirmation but your tracking information is missing or has not updated, please allow up to 24 hours for tracking to become active. If tracking is still unavailable after 24 hours, contact customerservice@nialaya.com for assistance.

Nialaya jewelry is designed to be worn and enjoyed, but proper care will help preserve its appearance and extend its life.

When to Remove Your Jewelry

– Before sleeping

– Before exercising or playing sports

– Before showering, bathing, or swimming

– Before applying perfume, lotions, oils, or other personal care products

Avoid exposing your jewelry to harsh chemicals, excessive moisture, and direct impact. Pieces featuring natural gemstones, pearls, or delicate components should be handled with additional care.

Storage

Store your jewelry separately to help prevent scratching, tangling, and unnecessary wear. We recommend keeping each piece in its Nialaya pouch or box when not in use.

Cleaning Your Jewelry

Gently wipe your jewelry with a soft, dry jewelry polishing cloth after wear to remove oils and residue.

Avoid abrasive cleaners, harsh chemicals, and household cleaning products, as these may damage plating, gemstones, pearls, or other materials.

STRING BRACELET INSTRUCTIONS

STRING BRACELET VIDEO INSTRUCTIONS

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.