Orders typically ship within 1–3 business days. We don't ship on weekends. Timelines can occasionally be affected by things outside our control, like weather or holidays — thank you for your patience as we get your pieces to you.

Yes — you have a 30-minute window after placing your order to update your shipping address, add or remove items, all self-serve through your order confirmation page (no need to email us!). Once that window closes and your order moves into processing, we're no longer able to make changes. So give your order a peek before you check out!

Discount codes need to be applied at checkout, so we're not able to add one after an order is placed. A couple of notes: codes can't be used on past purchases or after a promo ends, and only one code can be used per order.

Easy — everything goes through our Joiana Return Portal. Here's the quick version:

• Refunds within 14 days of delivery
• Exchanges or store credit within 30 days of delivery
• Pieces just need to come back unworn, in original condition, with all original packaging
• Final sale items aren't eligible

You can find every detail — return shipping, international, and more — on our full Returns & Exchanges Policy page.

International orders can be returned for a refund (within 14 days) or store credit (within 30 days) of delivery, with approval — we're just not able to offer exchanges on international orders.

Here's how it works:
Submit your request through the Joiana Return Portal for approval. Once approved, you'll purchase your own return label and cover return shipping. A few things to know:

• Original shipping, duties, and taxes aren't refundable
• Pieces must come back unworn, unused, and in original packaging
• Returns outside the windows or in unsellable condition may be refused
• Approved refunds go back to your original payment method

We've got you for manufacturing defects for 30 days from delivery (just keep your proof of purchase). That covers:

• Manufacturing defects
• Broken clasps from a structural issue
• Loose stones from a setting defect
• Plating defects that were there on arrival

What's not covered: everyday wear and tear, accidental damage or misuse, damage from improper care, storage, chemicals or water, lost or stolen items, and the natural aesthetic changes that come with regular wear.

How to file: email customerservice@joianajewelry.shop within 30 days with your order number, a few clear photos, and a quick note on what's going on. We'll review within 2–3 business days. (Sale and final sale items aren't covered unless a manufacturing defect is confirmed.)

What it covers

• Packages lost or stolen in transit
• Items damaged in transit
• A fast, direct claim process so you're not waiting on a carrier investigation

What it doesn't cover

• Final sale items
• International returns or exchanges
• Manufacturing defects (those are covered separately under our warranty)
• Damage that happens after delivery
• A change of mind outside our return window
• Return shipping or return handling fees (these apply to all orders, with or without Route)

Good to know

• Route has to be added at checkout. It can't be added afterward.
• Route covers your package in transit. It does not change or waive our return, exchange, or final sale policies, or any return handling fees.

How do I file a claim?

Submit it through Route's claims portal and it will be reviewed quickly, usually within a couple of business days.