Returns, Exchanges & Shipping Policy

We want you to love what you ordered. If something isn't quite right, here's exactly how returns, exchanges, and shipping work. Please read through before submitting a request so the process is smooth on both ends.

By placing an order on joianajewelry.com, you agree to the terms outlined in this policy. Joiana Jewelry reserves the right to refuse any return, exchange, or refund that does not meet the requirements below.

Return & Exchange Eligibility

• Refunds: must be requested within 14 days of delivery
• Exchanges: must be requested within 14 days of delivery
• Store credit: must be requested within 30 days of delivery
• Return windows are based on the original order delivery date, not the date an exchanged item is received
• Items must be unworn and in original condition, including all original packaging (suede pouch, box, tags, and any inserts)
• Final sale items are not eligible

Shipping & Handling Fees

A flat shipping & handling fee is deducted from your refund or store credit:

• Returns: $10
• Exchanges: $6.95

 Original outbound shipping fees are non-refundable.

Return Condition & Condition Fee

We inspect every return carefully when it arrives at our warehouse. To be eligible for a full refund, exchange, or store credit, items must be returned:

• Unworn, with no signs of wear, damage, or alteration
• With the original suede pouch and any branded packaging included
• With all tags, cards, or inserts that came with your order

Returns that arrive worn, damaged, tangled, or missing original packaging are subject to a $15 condition fee, deducted from your refund or store credit at Joiana Jewelry's discretion. This condition fee is separate from and in addition to the shipping & handling fee above.

If a returned item is in a condition that prevents resale, we reserve the right to refuse the return entirely, in which case the item will be shipped back to you at your expense.

Joiana Jewelry reserves sole discretion to determine return eligibility and condition.

Shipping Protection (Route)

We offer Route package protection at checkout to cover your order if it's lost, stolen, or damaged in transit. Route covers what happens to your package on its way to you. It is separate from returns and exchanges and does not affect return shipping costs or fees.

Final Sale, Promotions & Sets

The following purchases are final sale and not eligible for return, exchange, refund, or store credit:

• Sale items
• Promotional purchases
• Black Friday and promotional event purchases
• Items marked final sale
• Gift cards

Partial returns of sets, charm bars, bundles, or coordinated items are not accepted. Price adjustments are not offered on past purchases.

Return Authorization

All returns must be submitted and approved through the official Joiana Return Portal. Returns sent without prior approval through the portal will not be accepted or processed. Joiana Jewelry is not responsible for unauthorized return shipments.

Gift Returns

If you received a Joiana piece as a gift, you can return it through our Return Portal (Loop), provided:

• All required order information is gathered, and
• The return falls within the eligible window

Gift returns are resolved to store credit issued to the recipient. Refunds are not issued to the original payment method on gift returns. All standard condition and eligibility requirements apply.

Exchanges

• Exchanges are subject to product availability.
• Only one exchange is permitted per original item purchased.
• If the requested exchange item is unavailable, store credit will be issued.
• Joiana Jewelry does not guarantee exchange availability.

Instant Exchange

Want your new piece sooner? Choose Instant Exchange in the portal and we'll ship your replacement right away, so your size or style is guaranteed before your original even heads back to us. To make this possible, we place a hold on your card for the value of the new item. Send your original piece back within 14 days and the hold is released. If we don't receive it in time, the hold is charged.

Refund Processing Timeline

Once your return is delivered to us, please allow 5 to 10 business days for inspection and processing.

If approved, refunds are issued to your original payment method, less any applicable fees. After the refund is processed, please allow 3 to 10 business days for your bank to post the credit (timing varies by provider).

If your return does not meet eligibility requirements (worn, damaged, missing packaging, or outside the return window), it may be refused and returned to sender.

Damaged or Incorrect Items

If you receive a damaged or incorrect item, please notify us within 48 hours of delivery by emailing customerservice@joianajewelry.shop with:

• Your order number
• Clear photos of the item
• Clear photos of the packaging

Claims submitted after 48 hours may not be eligible for review. Normal wear over time is not considered a defect. Approved claims will be resolved with a replacement or appropriate resolution at Joiana Jewelry's discretion.

International Orders

• International orders are not eligible for exchanges.
• International returns are eligible for refund or store credit only, and must meet the same eligibility requirements above.
• Refund requests must be submitted within 14 days of delivery; store credit requests within 30 days.
• International customers are responsible for purchasing their own return shipping label after approval.
• The shipping & handling and condition fees above still apply where relevant.
• Original shipping fees, duties, and taxes are non-refundable.
• Refunds are issued only after the return is received and inspected.
• Joiana Jewelry is not responsible for return shipments lost or damaged in transit.

Returns Lost in Transit or Marked Delivered

A return is considered received only when it is physically delivered to our facility and scanned into our system for inspection. Carrier tracking updates (including "Delivered") do not always confirm receipt.

If your return tracking shows Delivered but you have not received a refund confirmation from us, please contact us within 7 days of the delivery scan so we can investigate.

If you used a return label provided through our Return Portal, we can assist with a carrier investigation or claim where eligible. If you shipped your return using your own label, you are responsible for filing any claim with the carrier. We strongly recommend keeping your drop-off receipt and tracking information until your return has been processed.

Order Processing & Cancellation

• Orders are processed quickly to ensure timely fulfillment.
• Once an order has been placed, cancellations or modifications cannot be guaranteed.
• Orders that have entered fulfillment or shipment preparation cannot be cancelled.
• Customers are responsible for reviewing their order details prior to completing checkout.

Delivery & Fulfillment

• Once a package is marked delivered by the carrier, the order is considered fulfilled.
• Joiana Jewelry is not responsible for lost or stolen packages after delivery confirmation. We recommend adding Route protection at checkout to cover lost or stolen packages.
• Customers are responsible for providing accurate shipping information at checkout.

Policy Agreement

By completing your purchase, you acknowledge and agree to all Joiana Jewelry store policies, including return eligibility, refund terms, and fulfillment conditions. Joiana Jewelry reserves the right to refuse service, returns, or future orders at our discretion.