Returns & Exchanges
Returns & Exchanges - USA
We want you to love every piece. If something isn't quite right, here's how we make it right.
Return Windows
We hope every piece feels like it was made for you. If it isn't the one, you have:
- Store credit: within 30 days of delivery
- Refund to original payment: within 14 days of delivery
These windows apply to all orders.
How to Start a Return or Exchange
Everything is handled through the Joiana Return Portal. You'll need your order number and the email used at checkout. Once your request is approved, your shipping label is generated right in the portal.
Fees
A flat shipping & handling fee is deducted from your refund or store credit:
- Returns: $10
- Exchanges: $6.95
Exchanges
We offer exchanges on domestic orders, processed through the return portal. You can exchange for a different size, color, or style of equal or greater value, and you'll simply pay any difference at checkout. Exchanges follow the same windows above.
Instant Exchange
Want your new piece sooner? Choose Instant Exchange at 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.
Condition Requirements
Pieces must come back to us unworn, unused, and in their original packaging, including pouches, cards, and any accompanying materials.
An additional $15 condition fee will be withheld from your refund or store credit if returned items are:
- Damaged or tangled
- Missing original packaging
- Showing signs of wear
This is separate from the shipping & handling fee above. Returns that arrive in unsellable condition may be refused at our discretion.
Shipping Protection
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.
When You'll See Your Refund
Your refund or store credit is processed once your return is delivered to and reviewed at our warehouse. Please allow 7 to 10 business days for the refund to reach your original payment method.
Questions? We're always here at customerservice@joianajewelry.shop
Final Sale
Check items that are final sale before checkout. They cannot be returned.
Gift cards are non-refundable.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please email customerservice@joianajewelry.shop within 48 hours of delivery with:
- Your order number
- Photos of the item and the packaging it arrived in
- A brief description of the issue
Claims submitted after 48 hours may not be eligible.
International Returns
International orders are not eligible for exchanges. International returns are accepted for refunds or store credit only, subject to the windows above and return approval.
All international return requests must be submitted through the Joiana Return Portal for approval. If approved, customers are responsible for purchasing their own return shipping label and returning the item at their own expense.
Please note:
- Original outbound shipping fees, duties, and taxes are non-refundable
- Items must be returned unworn, unused, and in original packaging
- Returns received outside the stated timeframes or in unsellable condition may be refused
- Once received and approved, refunds are issued to the original payment method
Refused or Returned-to-Sender Packages
If a package is refused at delivery or returned to sender (including international orders where duties are unpaid on non-DDP shipping options), the standard return policy applies. Original shipping costs and any return-to-sender fees will be withheld from your refund.