FAQ

Orders

NAiiA is not responsible for lost, stolen, mis-delivered, damaged, or delayed packages.

Route is available for purchase at checkout to protect your package against loss, theft, and damage. Claims must be filed no earlier than five (5) calendar days for domestic orders and seven (7) calendar days for international order from when it was marked delivered. All claims must be filed directly with Route here. If the purchase of Route is declined at checkout, NAiiA is not responsible for lost, stolen, misdelivered, or damaged packages. Please note that the cost of Route is non-refundable. For any questions regarding pricing, we recommend contacting Route directly.
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, indicate that you are requesting a replacement or repair and provide details regarding the issue. If approved, we will offer a complimentary replacement or repair.
For domestic exchanges, please submit a request through our Returns 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.
Please note that international exchanges are not accepted.
NAiiA is not responsible for maintenance or improper care of any jewelry. Please visit our Care Guide page for details on how to properly care for your jewelry.

NAiiA is not responsible for any jewelry not purchased directly from this website, shopnaiia.com. Please contact the retailer directly from which your purchase was made for assistance with your jewelry.

If your order is lost or stolen:

Once an order is handed to the carrier, title and risk of loss transfer to the customer. If a package is marked as delivered by the carrier but is lost or stolen, NAiiA is not liable for replacement or refund.
At checkout, we offer optional third-party shipping protection from Route. If Route shipping protection was selected, all claims for lost, stolen, or damaged packages must be submitted directly to the protection provider in accordance with their terms here.
If shipping protection was declined, NAiiA is unable to offer refunds or replacements for packages that are lost, stolen, or not received after carrier acceptance or delivery confirmation.

Route is a third-party shipping protection service available for purchase at checkout, providing coverage against loss, theft, and damage. Claims must be filed no earlier than five (5) calendar days after delivery for domestic orders, and seven (7) calendar days after delivery for international orders. All claims must be submitted directly with Route here.

If Route protection is declined at checkout, NAiiA is not responsible for lost, stolen, misdelivered, or damaged packages. Please note that the cost of Route is non-refundable. For any questions regarding pricing, we recommend contacting Route directly.

Shipping & Returns

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.

Please note that NAiiA is not responsible for international shipments that are lost, damaged, or stolen in transit.

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. 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.

Yes, we accept 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 exchanges on all U.S. orders within fourteen (14) days from the date of delivery.

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.

Once an order is handed to the carrier, title and risk of loss transfer to the customer. NAiiA is not responsible for packages that are lost, stolen, or damaged once marked as delivered by the carrier.

At checkout, we offer optional third-party shipping protection through Route. If Route protection is selected, all claims for lost, stolen, or damaged packages must be filed directly with the provider in accordance with their terms here.

Claims must be submitted no earlier than five (5) calendar days after delivery for domestic orders, and seven (7) calendar days after delivery for international orders.

If Route protection is not selected at checkout, NAiiA is not responsible for lost, stolen, misdelivered, or damaged packages. Please note that the cost of Route is non-refundable. For any questions regarding pricing, we recommend contacting Route directly.

Custom Pieces

Our Products

International

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.

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.