DOMESTIC RETURNS & EXCHANGES

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. The package must arrive at our offices within those 30 days for the return or exchange to be considered valid.

Before getting started, please check below to see if your item is eligible for a return or exchange.

  • All returned merchandise must be in its original condition with no signs of wear or damage. The items must be in their original packaging which includes pouches and boxes.
  • Sale items, special orders, and custom jewelry are final sale and cannot be returned or exchanged. We encourage you to contact us with any questions you may have before purchasing a sale or custom item from us.
  • 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.

To receive a shipping label for your return or exchange, please email our customer service team at customerservice@nialaya.com and we will get back to you within 2 business days with details on how to process the return or exchange.

Please allow 3-5 business days for us to process your return or exchange once it arrives at our offices. Once we verify that the merchandise is in good condition, we will send you a refund confirmation via email.

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.

INTERNATIONAL RETURNS & EXCHANGES

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. The package must arrive at our offices within those 30 days for the return or exchange to be considered valid.

Before getting started, please check below to see if your item is eligible for a return or exchange.

  • All returned merchandise must be in its original condition with no signs of wear or damage. The items must be in their original packaging which includes pouches and boxes.
  • Sale items, special orders, and custom jewelry are final sale and cannot be returned or exchanged. We encourage you to contact us with any questions you may have before purchasing a sale or custom item from us.
  • 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.

Customer is responsible for all shipping costs unless the item is damaged or we made a mistake. Nialaya does not provide pre-paid return labels for orders outside of the United States.

To start a return or exchange, please email our customer service team at customerservice@nialaya.com and we will get back to you within 2 business days with details on how to process your return or exchange.

Please allow 3-5 business days for us to process your return or exchange once it arrives at our offices. Once we verify that the merchandise is in good condition, we will send you a refund confirmation via email.

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.

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.

LOS ANGELES STORE RETURNS & EXCHANGES

Returns or exchanges for in store purchases must be made within 30 days of purchase, accompanied by a receipt.

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.

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