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FAQ
Any other questions? Fill out the contact form, we are happy to help!
Shipping
Standard Shipping:
Processing time: 1-3 business days
Shipping time: 2-5 business days
Priority Mail Express
Processing time: 1-2 business days
Shipping time: 1-3 business days
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 so you can monitor your package's journey to your door. If the carrier mistakenly marks your package as delivered, we suggest checking with others in your household or neighbors to see if they received it. You can also contact the carrier directly for assistance.
Lost Order?
If you opted for Route shipping insurance, they cover lost or stolen items and will replace or refund your order. File a claim here: claims.route.com. Claims are reviewed and approved within 1-2 business days of filing.
If after 5 business days you're still unable to locate your order, please reach out to customerservice@joianajewelry.shop with your order number, full name, and shipping address.
While we aren't responsible for lost packages, we want to ensure you receive your Joiana purchase. Please let us know how we can help you track down your order.
International customers please note that your order ships from the US and we are not responsible for any fees associated with duties or import taxes.
At this time, international orders are final sale and can’t be returned or exchanged. That said, if there’s a mistake on your order or a manufacturer defect, reach out, we’ll always make it right.
Order FAQ
All returns and exchanges require approval through our portal: joianajewelry.loopreturns.com/#/
Refunds: upon approval, request within 14 days of delivery
Exchanges: request within 30 days of delivery
Store credit: available within 30 days of delivery
Once your request is submitted you have 7 days to ship the item(s) back
Items may be exchanged one time only
Exchange stock is not guaranteed; your requested item is reserved after the return is delivered and reviewed in our warehouse. If the item is out of stock, store credit will be issued
Items must be new, unworn, and in original packaging
If returned product shows signs of wear or damage (for example scratches, bent posts, missing stones or charms, broken clasps, perfume or lotion residue, excessive tarnish), our customer service team will contact you regarding reimbursement or store credit
Please carefully review your order before completing your purchase
We recommend double-checking sizing specifications before ordering
Return shipping and handling fees may apply (we cover costs for defective items or order errors)
Review our warranty policy below.
Contact us within 30 days of your purchase to the contact details below if you have any issues with your products!
Warranty for Damaged Items
Our warranty covers manufacturing defects and damage under the following conditions:
Coverage Period:
The warranty is valid for 30 days from the date of purchase
Proof of purchase is required for all warranty claims
What's Covered:
- Manufacturing defects
- Broken clasps
- Loose stones due to setting issues
- Plating defects
- Structural integrity issues
What's Not Covered:
- Normal wear and tear
- Accidental damage
- Damage from improper use or storage
- Lost or stolen items
- Aesthetic changes due to normal use
- Chemical exposure damage
- Water damage
Filing a Warranty Claim:
- Contact our customer service team within 30 days of purchase
- Provide your order number and clear photos of the damage
- Include a detailed description of the issue
- Our team will review your claim within 2-3 business days
Resolution Process:
If your warranty claim is approved, we will, at our discretion and in compliance with consumer protection laws:
Repair the item when possible
Replace the item with an identical piece if repair isn't feasible
Issue store credit if an identical replacement is unavailable
Products are eligible for exchange, store credit, or refund for up to 30 days (14 days for refunds) following the purchase date. All returns and exchanges are subject to review and approval by our team.
We offer the option to unlock free return shipping later for eligible items in your order by paying a small returns fee at the time of purchase. If you choose this option during checkout, there is no additional charge for shipping your item(s) back to us. If you choose not to pay this fee at purchase, you may be subject to a higher shipping/handling fee later at the rates in effect on the date you ship your item(s) back for a return.
Please note that this service does not exempt your order from final sale or other store policies.
Contact us
Questions or Issues with your order? Let us know, we are here to help!
Contact Emails
Customer Service: customerservice@joianajewelry.shop
Wholesale Inquiry: Press@joianajewelry.shop
Partnerships/Press: press@joianajewelry.shop