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FAQ
Answers to most common questions about products, orders, shipments, and payments.
Orders & Shipping
Orders usually ship within 1–3 business days from our San Diego studio (Monday–Friday).
Standard Shipping
• Processing: 1–3 business days
• Transit: 2–5 business days
Priority Mail Express
• Processing: 1–2 business days
• Transit: 1–2 business days
You'll get tracking info as soon as your order is on the way.
Delays may happen during holidays, bad weather, or carrier issues — thank you for your patience!
Yes — we ship most porducts worldwide!
We partner with Global-e, our trusted international checkout partner, to make sure your order arrives smoothly. At checkout, you’ll see prices in your local currency and have the option to prepay duties and taxes, so there are no surprise fees when your package arrives.
Shipping times and rates vary by location and will be shown at checkout.
Once an order has been fulfilled, we’re unable to make changes — including cancellations or address updates. We kindly ask that you double check all details at checkout, as we ship orders exactly as received.
If your order hasn’t shipped yet, email us at hello@joianajewelry.com as soon as possible and we’ll do our best to help!
Once your Joiana order ships, you’ll receive a tracking number to follow its journey to your door. If your package is marked as delivered but you can’t find it, we recommend checking with neighbors or household members, and contacting the carrier directly for more details.
Lost order?
If you added Route Package Protection at checkout, you’re covered for lost or stolen items. You can file a claim here: claims.route.com. Most claims are reviewed within 1–2 business days.
If it’s been more than 5 business days and you still haven’t located your package, reach out to us at customerservice@joianajewelry.shop with your order number, full name, and shipping address.
While we’re not responsible for lost or stolen packages, we’ll always do our best to help you track it down.
If your order shows as delivered but you can’t find it, we recommend:
• Checking with neighbors or your building manager
• Looking around your mailbox, front porch, or side doors
• Contacting the carrier directly
If you purchased Route Protection, file a claim at claims.route.com for a quick resolution. If you didn’t, email us and we’ll do our best to help you track it down.
Returns & Exchanges
All sales are final — we do not accept returns or exchanges.
Please review your order carefully before completing your purchase. We recommend double-checking sizing and product details before placing your order.
If you have a quality concern or believe your item may be eligible under our warranty, please see our Warranty Policy below or reach out to us at hello@joianajewelry.com.
We want you to love your Joiana piece. If you experience a quality issue, please contact us within 30 days of purchase at hello@joianajewelry.com. Be sure to include your order number, a description of the issue, and clear photos of the damage.
- Our warranty covers:
• Manufacturing defects
• Broken clasps
• Loose stones (from setting issues)
• Plating defects
• Structural issues - It does not cover:
• Normal wear and tear
• Accidental damage
• Lost or stolen items
• Water or chemical damage
• Aesthetic changes from regular use
• Improper use or storage
How it works:
- Email us within 30 days of your purchase
- Include your order number, description, and photos
- Our team will review your claim within 2–3 business days
If approved, we’ll:
- Repair the item (if possible)
- Replace it with the same item (if available)
- Or issue store credit if a replacement isn't available
We’re here to make it right — just reach out.
If your order arrives damaged or something doesn’t look right, please email us within 48 hours of delivery at customerservice@joianajewelry.shop. Be sure to include your order number and clear photos of the item and packaging. We’ll take care of it.
Product Info
Our pieces are made with high-quality metals like gold-plated brass, sterling silver, and stainless steel. All styles are nickel-free and safe for most skin types. That said, if you have known metal sensitivities, we recommend reviewing the materials listed on each product page or emailing us before ordering — we’re happy to help!
We use high-quality materials designed for everyday wear:
- • 18k PVD-plated stainless steel – water-resistant and durable
• Sterling silver-plated stainless steel – with a protective coating
• Sterling silver base (for pavé styles) – more delicate, avoid moisture
• Gold vermeil – thick 18k gold over sterling silver
• Gold-plated brass – with a clear protective layer
To keep your pieces looking their best, avoid water, sweat, and chemicals, and store in a dry place.
Items purchased at Joiana pop-ups or events may be final sale and limited in availability. These pieces may not be available online. For any questions about event purchases, please reach out to customerservice@joianajewelry.shop with your receipt or order info.
Contact us
To help us assist you faster, please include your order number and a photo of the issue (if relevant).Our small but mighty team answers messages Monday–Friday, and you can expect a reply within 24–48 hours. We appreciate your patience and will get back to you as soon as we can!