Returns & Exchanges
Eligible online purchases may be returned or exchanged within 30 days of purchase.
To initiate a return or exchange, please visit our Returns & Exchanges Portal.
DOMESTIC RETURNS & EXCHANGES
United States: $9.99 USD per return or exchange request. This fee covers return shipping, processing, and handling and will be applied during the return process.
EU RETURNS & EXCHANGES
European Union: €9.99 EUR per return or exchange request. This fee covers return shipping, processing, and handling and will be applied during the return process.
EU customers can generate their return or exchange directly through our Returns & Exchanges Portal.
OTHER INTERNATIONAL RETURNS & EXCHANGES
Customers outside the United States and European Union are responsible for arranging and paying for return shipping and any associated costs.
Nialaya does not provide prepaid return or exchange labels for these destinations. International returns must be shipped to the return address provided during the return process.
Customers are responsible for any applicable customs charges, duties, taxes, or other fees associated with an international return.
If an international order is refused due to unpaid duties, taxes, or customs charges and returned to Nialaya, any fees incurred may be deducted from the refund.
RETURN & EXCHANGE ELIGIBILITY
All returned merchandise must be in its original, unworn condition with no signs of wear or damage and must include its original packaging, including applicable pouches and boxes.
Sale items, special orders, and custom jewelry are final sale and cannot be returned or exchanged.
Orders that include a promotional free gift must also include the gift when the qualifying order is returned. If the gift is not returned, its full retail value will be deducted from the refund.
If you received a damaged or incorrect item, submit a request through our Returns & Exchanges Portal within 30 days and select the appropriate reason, such as Damaged Item or Wrong Product Received.
PROCESSING YOUR RETURN OR EXCHANGE
Once your return arrives at our facility, please allow up to 7 business days for processing.
After your return has been inspected and approved, you will receive a refund or exchange confirmation by email.
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 United States and European Union, we recommend using a trackable and insured shipping method.
NON-REFUNDABLE SERVICES
The Premium Delivery Service fee is non-refundable. If selected at checkout, this service fee will not be refunded in the event of a return, exchange, or order cancellation after the order has been processed.
LOS ANGELES STORE RETURNS & EXCHANGES
Purchases made at our Los Angeles Flagship Store 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 always 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.
