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FAQ
For the fastest assistance, please review the FAQs above before reaching out.
Shipping
- Request a Return or Exchange
- View return policy here
- Orders are processed within 1–3 business days. Shipping times vary by location and shipping method selected at checkout. Processing times do not include weekends or holidays.
- During promotions or high volume periods, processing times may be extended.
- Orders typically take 1-3 business days to ship. We do not ship on weekends.
- However, please note that shipping timelines may be subject to delay due to factors outside our control, such as inclement weather or national holidays.
- We appreciate your patience and understanding as we strive to get your order to you as quickly as possible.
- Once your Joiana order has shipped, you’ll receive a tracking number via email. Please allow up to 24 hours for tracking to update after shipment.
- If a carrier marks your package as delivered but you haven’t received it, we recommend checking with household members or neighbors and contacting the carrier directly for assistance.
- Lost or stolen orders: If you added Checkout+ at checkout, shipping related issues including lost or stolen packages are covered and can be submitted at here. Claims are typically reviewed within 1–2 business days.
- Joiana Jewelry is not responsible for carrier delays or packages once marked as delivered.
- International orders ship from the United States. Customers are responsible for all duties, taxes, and import fees.
- At this time, all international orders are final sale and are not eligible for return or exchange.
- Manufacturing defects are covered under our warranty policy and must be reported within the stated timeframe.
Order FAQ
Coverage
Our warranty covers manufacturing defects only.
The warranty is valid for 30 days from the delivery date. Proof of purchase is required for all claims.
What’s Covered
- Manufacturing defects
- Broken clasps due to structural issues
- Loose stones caused by setting defects
- Plating defects present upon arrival
What’s Not Covered
- Normal wear and tear
- Accidental damage or misuse
- Damage from improper care or storage
- Lost or stolen items
- Aesthetic changes from regular wear
- Chemical or water damage
How to Submit a Warranty Claim
Contact our customer service team within 30 days of delivery
- Include your order number and clear photos of the issue
- Provide a brief description of the defect
Claims are reviewed within 2–3 business days.
Important Notes
Warranty coverage does not apply to sale or final sale items unless a manufacturing defect is confirmed.
What is Checkout+
Checkout+ is an optional add on offered at checkout that provides return shipping coverage and shipping related protection for your order.
What Checkout+ Covers
- Free return shipping on eligible returns
- Coverage for lost or stolen packages
- Coverage for shipping related issues approved through the carrier
What Checkout+ Does Not Cover
- Final sale items
- International returns or exchanges
- Manufacturing defects (covered separately under our warranty)
- Damage caused after delivery
- Changes of mind outside our return eligibility window
Important Notes
- Checkout+ must be added at checkout and cannot be added after purchase
- Return shipping is only free when Checkout+ is purchased
- Checkout+ does not override Joiana Jewelry’s return, exchange, or final sale policies
Contact us
Please review the FAQs above before contacting us.
Contact Emails
Customer Service: customerservice@joianajewelry.shop
Wholesale Inquiry: Press@joianajewelry.shop
Partnerships/Press: press@joianajewelry.shop