FAQ
Orders
NAiiA is not responsible for lost, stolen, misdelivered, or delayed packages. Optional NAiiA Shipping Protection is available for purchase at checkout as a service for customers who would like additional assistance in the event their package is lost, stolen, or misdelivered during shipment. Please see the Shipping Protection section below for additional details or review our full NAiiA Shipping Protection Policy here.
If your jewelry is damaged during shipping, arrives defective, or breaks within fourteen (14) days of delivery, please submit a request through our Returns Portal and select “Other” as the reason for return. In the notes section, please provide details regarding the issue and indicate whether you are requesting a replacement, repair, or return.
Eligible requests will be reviewed by NAiiA and, if approved, may receive a complimentary replacement, repair, refund, or other appropriate resolution.
NAiiA is not responsible for damage resulting from normal wear, accidental damage, maintenance, or improper care of jewelry. Please visit our Care Guide for details on how to properly care for your jewelry.
NAiiA is unable to process Order Protection requests for jewelry not purchased directly through shopnaiia.com. If your NAiiA jewelry was purchased through another retailer, please contact that retailer directly for assistance.
If Your Order Is Lost, Stolen, or Misdelivered
Once an order has been accepted by the shipping carrier, NAiiA is not responsible for packages that are lost, stolen, misdelivered, or not received after delivery confirmation unless NAiiA Shipping Protection was purchased at checkout.
If Shipping Protection was purchased, eligible requests for lost, stolen, or misdelivered packages must be submitted through our Shipping Protection Request Portal in accordance with the terms of our Shipping Protection Policy.
If Shipping Protection was declined at checkout, NAiiA is unable to provide a replacement or store credit for packages that are lost, stolen, misdelivered, or not received after carrier acceptance or delivery confirmation.
NAiiA Shipping Protection is an optional service available for purchase at checkout for customers who would like additional assistance in the event their package is lost, stolen, or misdelivered during shipment.
If you purchased Shipping Protection and need assistance with an eligible package, please submit a request through our Shipping Protection Request Portal.
For packages marked as delivered but not received, requests may be submitted no sooner than five (5) calendar days after delivery for domestic orders and seven (7) calendar days after delivery for international orders.
Shipping Protection requests are reviewed directly by NAiiA. If a request is approved, NAiiA will generally provide a replacement of the original merchandise, subject to availability. If the original item is unavailable, NAiiA may, at its discretion, offer a comparable replacement or store credit for use at shopnaiia.com.
NAiiA Shipping Protection does not provide cash reimbursement for lost, stolen, or misdelivered packages.
NAiiA Shipping Protection is separate from NAiiA’s Order Protection and Return Policies and does not apply to damaged or defective jewelry, product-quality issues, returns, exchanges, or shipping delays.
If NAiiA Shipping Protection was declined at checkout, NAiiA is not responsible for providing a replacement or store credit for lost, stolen, or misdelivered packages after carrier acceptance or delivery confirmation.
The NAiiA Shipping Protection service fee is non-refundable once an order has shipped.
NAiiA Shipping Protection is an optional service offered by NAiiA in connection with merchandise purchased directly from shopnaiia.com. It is not an insurance policy.
For complete details regarding eligibility, exclusions, request deadlines, and resolutions, please review our full NAiiA Shipping Protection Policy here.
We will always do our best to accommodate any changes after an order is placed, but cannot guarantee the changes will be applied. Please contact us here with any changes.
Shipping & Returns
Yes! We offer free standard worldwide shipping on all orders over $200.
Yes, we ship worldwide. We offer free standard international shipping on all orders over $200.
We accept international returns within fourteen (14) days of delivery. The cost of return shipping, as well as any international taxes and duties, is the responsibility of the customer.
Optional NAiiA Shipping Protection is available at checkout for eligible orders that are lost, stolen, or misdelivered in transit.
If Shipping Protection is not purchased at checkout, NAiiA is not responsible for international packages that are lost, stolen, or misdelivered after they have been transferred to the shipping carrier. Items that arrive damaged or defective are handled separately in accordance with our Return Policy.
International exchanges are not available at this time.
We always aim to ensure our customers love their NAiiA pieces. However, if you do need to return an order, the following policy applies:
Full-priced items, or items purchased with a discount of 19% or less, are eligible for return within fourteen (14) days of delivery for a full refund. Returned items must be unworn, unaltered, and postmarked within four (4) days of the issued return label or approved return request. The day the return label is issued or return request is approved counts as Day 1. This four-day window includes Monday through Saturday; Sundays and federal holidays are excluded. Orders not postmarked within this timeframe will be eligible for store credit only.
All items must be returned in their original jewelry box or pouch and protective packaging. Please note that original outbound shipping costs are non-refundable.
Custom orders and items purchased with a discount of 20% or more are final sale and not eligible for return.
Domestic Returns
NAiiA accepts returns on all U.S. orders within fourteen (14) days of delivery for a full refund.
International Returns
NAiiA accepts returns on international orders within fourteen (14) days of delivery for a full refund.
At this time, we are unable to generate return labels for international orders. Once approved, customers are responsible for arranging their own return shipping. All return shipping costs, as well as any international taxes and duties, are the responsibility of the customer. NAiiA is not responsible for returns lost in transit and such items are not eligible for refund.
We always aim to make sure our customers love their order, but if you do need to return an order, please visit our returns portal to submit a return request.
Yes, we offer free domestic exchanges within fourteen (14) days from the date of delivery. If you would like to initiate an exchange, please submit your request through our Returns and exchange Portal.
Domestic Exchanges
NAiiA offers free exchanges on all U.S. orders within fourteen (14) days from the date of delivery. Please submit a request through our Returns and Exchange Portal and select "Other" as the reason for return. In the notes section, indicate that you would like to make an exchange and specify the item you would like to receive in exchange.
International Exchanges
NAiiA does not accept exchanges for international orders at this time.
Most orders are shipped within 1–3 days of purchase, pending availability and payment verification. In an effort to operate more sustainably, we do not overproduce inventory, which helps reduce waste.
Depending on the shipping method selected, orders are typically delivered within 5–7 business days once shipped.
For custom design orders, please allow 1–2 weeks for your item to ship from the date of purchase.
If you have a time-sensitive request or need your order by a specific date, please reach out via our contact form prior to placing your order and we will do our best to accommodate.
NAiiA Shipping Protection is an optional service available for purchase at checkout for customers who would like additional assistance in the event their package is lost, stolen, or misdelivered during shipment.
If Shipping Protection was purchased with your order, please submit a request through our Shipping Protection Request Portal. Requests are reviewed and resolved directly by NAiiA in accordance with our Shipping Protection Policy.
Lost packages may be eligible for assistance if tracking has not updated for seven (7) consecutive days for domestic orders or twenty (20) consecutive days for international orders, or if at least forty-eight (48) hours have passed since the carrier’s estimated delivery date with no subsequent tracking update.
Packages marked as delivered but not received may be eligible for assistance no sooner than five (5) calendar days after the delivery date for domestic orders and seven (7) calendar days after the delivery date for international orders. Requests must be submitted within thirty (30) days of delivery.
If your jewelry arrives damaged during shipping, please submit a request through our Returns Portal within fourteen (14) days of delivery. Damaged jewelry is handled separately from Shipping Protection under our Order Protection Policy.
If Shipping Protection was not purchased at checkout, NAiiA is unable to provide a replacement or store credit for packages that are lost, stolen, or misdelivered after acceptance by the shipping carrier.
Custom Pieces
To place a custom order, please contact us here with any questions or details! A member of our custom team will be happy to assist you and guide you through the process.
Please note that custom orders are handcrafted and typically ship within 1–2 weeks of purchase. If you’re working with a specific date in mind, let us know—we’ll do our best to accommodate.
Yes! We offer customization on existing pieces, such as sizing or minor design adjustments, and we can also work with you to create your own custom design. Please contact us here, and a member of our custom team will be happy to assist you with any questions and guide you through the process.
All custom pieces are final sale, as they are made specifically for you. If you encounter any issues with your piece, please reach out to us here—we want to ensure it fits you exactly as intended and are happy to help.
Our Products
Please refer to our size guide for detailed sizing instructions. If you need additional help, feel free to reach out to us here—we’re happy to assist in finding your perfect fit.
Please visit our Materials Page for full details and our Care Guide Page for instructions on how to care for your jewelry. You’ll also find information on all of our water-resistant, hypoallergenic, and lab-grown materials used across our accessories.
Please visit our Care Guide for full details on how to care for your jewelry!
International
We ship to most countries worldwide. We have dedicated shopping experiences for the US, Canada, UK, Australia, all EU countries, Switzerland, Japan, Hong Kong, Singapore, UAE, New Zealand, Brazil, Bahamas, and Mexico — with local currency pricing available at checkout. Don't see your country? Contact us and we'll do our best to help.
International orders typically arrive within 7–14 business days, depending on your location and local customs processing times, unless an expedited shipping option is selected at checkout. Please note that customs clearance may add additional time regardless of the shipping method selected.
We ship internationally via DHL Express, FedEx, USPS and UPS. All international orders include a tracking number so you can follow your shipment every step of the way.
Duties and import taxes are calculated and collected at checkout, so you won't owe anything additional upon delivery. The amount is an estimate based on your destination country's tax authority and may vary slightly.
Are duties and taxes refundable?
Duties and import taxes paid at checkout are non-refundable, as they are collected by your destination country's customs authority.
Yes! We support local currencies at checkout — so you'll see prices in your local currency (CAD, GBP, AUD, EUR, JPY, SGD, AED, CHF, KRW, HKD, NZD, SEK, and more). Some markets are priced in USD.
We accept returns on international orders within 14 days of delivery for a full refund, provided items are unworn, unaltered, and returned in their original jewelry box or pouch and protective packaging.
At this time, we are unable to generate return labels for international orders. Once your return is approved, you are responsible for arranging your own return shipping. All return shipping costs, as well as any international duties and taxes, are the responsibility of the customer. NAiiA is not responsible for returns lost in transit, and such items are not eligible for refund. Please note that original outbound shipping costs are non-refundable.
Custom orders and items purchased with a discount of 20% or more are final sale and not eligible for return.
EU customers: Please note that EU consumer law may provide additional rights regarding return shipping costs. We recommend contacting us directly if you have questions.
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