Crafted with Care, Supported with Confidence

At Nialaya Jewelry Store, we craft each piece of 925 Sterling Silver jewelry—from our signature Signet Rings and Chain Necklaces to our curated Men’s Pearls and Beaded Bracelets—with precision and passion. We want you to love your purchase as much as we loved creating it. However, we understand that sometimes an item may not perfectly meet your expectations. Our Returns & Exchanges policy is designed with the same transparency and integrity that defines our brand, ensuring a resolution process that is clear, fair, and respectful of your experience.

Our Philosophy: Just as trust is the foundation of every transaction, your satisfaction is the cornerstone of our service. We handle returns and exchanges with the meticulous attention to detail we apply to every Pendant, Earring, and Bangle in our collection.

1. Return & Exchange Policy Overview

  • Return Window: You may return most items for a refund or exchange within 15 days of the delivery date.
  • Condition: Items must be unworn, undamaged, and in their original packaging with all tags and certificates intact. They must be in the same condition as when you received them.
  • Initiation: All returns and exchanges must be initiated by contacting our customer service team first to receive a Return Authorization (RA) number and instructions.

2. Step-by-Step Process

Step 1: Contact Our Team (Within 15 Days of Delivery)

Email us at [email protected] with your order number and details about the item you wish to return or exchange. Please use the template below to ensure we have all necessary information.

Step 2: Receive Instructions & RA Number

We will respond within 2 business days with a Return Authorization (RA) number, the return shipping address (based on our global operations center), and specific packaging instructions. Please do not ship any item back without this RA number.

Step 3: Package and Ship the Item

Securely package the item in its original packaging, include the RA number clearly on the outside of the package, and ship it to the provided address using a trackable and insured service. We recommend using a carrier like DHL or FedEx for traceability.

Note: Original shipping costs are non-refundable. You are responsible for the cost of return shipping unless the return is due to our error (e.g., wrong or defective item).

Step 4: Inspection & Processing

Once we receive your return, our quality team will inspect the item within 3-5 business days to ensure it meets our return conditions. We will then notify you via email about the status of your request.

3. Refund Timeline & Method

  • Timeline: Upon approval of your return, your refund will be processed within 5-10 business days.
  • Method: Refunds will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal). The refund will appear on your statement based on your financial institution’s processing times.
  • Exchange: For exchanges, once your return is approved, we will ship the new item to you. Standard or free shipping (as per our policy) will apply to the replacement order.

4. Non-Returnable Items

To ensure the integrity and hygiene of our products, the following items, due to their personal nature or custom craftsmanship, cannot be returned or exchanged unless they arrive damaged or defective:

  • Earrings (for pierced ears, for health and safety reasons)
  • Rings (if they have been resized or are part of a custom order)
  • Any item that shows signs of wear, damage, or alteration after delivery.

This policy aligns with our commitment to providing you with pristine, high-quality jewelry, much like the care we put into our Pearl collections and Men’s lines.

5. Return & Exchange Request Email Template

To streamline your request, please copy, fill out, and send the following template to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Nialaya Jewelry Store Team, I would like to request a return/exchange for my recent order. Order Number: [Please insert your order number] Item(s) for Return/Exchange: [e.g., 925 Sterling Silver Chain Necklace, Size/Color/etc.] Reason for Return/Exchange: [Please specify] I confirm that the item(s) are unworn, undamaged, and in their original packaging. Please provide the Return Authorization number and shipping instructions at your earliest convenience. My preferred resolution is: [ ] Refund to original payment method [ ] Exchange for: [Please specify desired item, if applicable] Thank you, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]

6. International Returns

As a global brand serving customers worldwide (excluding some remote areas in Asia and elsewhere), we accept international returns. Please note:

  • You are responsible for any customs duties or taxes incurred on the return shipment.
  • The return address provided will be based on our logistics network, which may be outside your country of residence (including the United States).
  • Refunds will be issued in the original currency of purchase, and any bank or currency conversion fees are the customer’s responsibility.

Crafting Your Confidence: We believe in relationships built on trust and lasting value. Our Returns & Exchanges policy is an extension of our promise to you—ensuring that your experience with Nialaya Jewelry Store is as refined and reliable as our 925 Sterling Silver foundations.

For any further questions regarding returns, exchanges, or our policy, please contact us at [email protected].

Crafting Identity, One Piece at a Time