FAQs
MY ORDER
Where can I purchase?
At this time, the only way to purchase is directly via our website, nujaya.com. We do not have any in-person stores and we are not affiliated with any retailers or sales representatives.
What payment methods do you accept?
We accept payment made with credit card (including AMEX), debit card, PayPal, Apply Pay, Google Pay, and Meta Pay.
We do not accept COD (cash on delivery) and check at this time.
Is the packaging sustainable?
All of our jewelry packaging come from 100% recycled materials. Our boxes and cards are made with 100% recycled paper, and our jewelry pouches are made with recycled suede.
We try our best to reduce unnecessary paper usage in packaging. Each jewelry will be placed inside a jewelry pouch and we make sure there is no excessive paper wrapping. If there are more than 1 item in one order, we will put 2 or more items in our jewelry pouch with sections.
We encourage you to recycle any boxes, paper, notecard that you do not need.
What will a gift order look like?
If you are purchasing a gift for someone special, please select "this is a gift" and leave us a note in the checkout cart if you have a message to tell the person, or any other special requests.
All gift orders will be packaged nicely with each jewelry inside our jewelry pouch made with 100% recycled material.
Can I cancel/change my order?
Unfortunately, we cannot cancel any order once it's been placed. We also cannot change the product, or the name/address of the receiver once the order has been placed. We highly recommend to double-check the address and all relevant information before hitting the button.
Can I place a wholesale/bulk order?
We welcome bulk order placement. However, for us to give you a wholesale discount, we require a minimum quantity order of 30 pieces. Feel free to reach out to us via the Contact Us form.
PRODUCT
How long will the out of stock pieces be restocked?
If you see an item is out of stock, you can add yourself to the wish list and expect the item to be restocked in 10-15 business days. Once the item is restocked, you will be notified via email.
Why is there no size information for some rings?
We design our adjustable rings collection to fit every finger. Adjustable ring is in US size 7, however, you are able to adjust it to fit finger from size 4-9.
Does every jewelry comes with a warranty?
Every jewelry purchased directly via our WEBSITE will have a 6-month warranty since the day the order is placed. Though we are confident in the quality of our product, we still want you to be rest assured when placing an order.
When there is any damage or breakage, you can send us an email at contact@nujaya.com with the product photo and the description of the issue. We will send you an replacement piece after we have examined the case. If the product is no longer available, we will provide an alternative piece at the same value or issue you a gift card with the same value. Damage does not include normal wear and tear.
Please note that we currently do not partner with any person/retailer/pop up event. Only items purchased from the website will come with warranty.
How should I take care of my jewelry?
All of the items in our collection are made with sterling silver, and gold vermeil, or 18K gold plated on sterling silver. Sterling silver is well known for its hypoallergenic and durable characteristics.
We design and test our jewelry to be anti-scratch, water-resistant, and hypoallergenic so that you can enjoy your purchase worry-free.
However, we still recommend keeping your jewelry in the jewelry pouch and avoid prolonged exposure to water and unnecessary collision in order to keep it's best look.
We highly recommend taking your earrings off before sleep for personal hygiene reasons.
Check out our Jewelry Care and Materials page for more information.
Do you issue gift cards?
We offer gift card in denominations of $50, $100, $150, and $200.
Gift cards are only issued in digital format. After purchasing a digital gift card, there will be an order confirmation email, along with another email with the 10-digit gift card number and a link to access the gift card.
To use a gift card, enter your gift card number at checkout in the field labeled “Gift Card or Discount Code.” You can only apply 1 gift card code per order.
SHIPPING
Do you ship internationally?
Yes we do. We currently ship everywhere in the United States, as well as over 200 countries worldwide. To select your country and currency, click on the currency sign at the top right or bottom left of our home page.
Please note: Due to circumstances that are out of our control, we currently do not ship to the countries listed below:
- Afghanistan
- Belarus
- Bhutan
- Brunei Darussalam
- Lao People's Democratic Republic
- Myanmar
- Niue (Priority Mail Express International only)
- Russian Federation
- Syrian Arab Republic
- Yemen
How long is your order processing time?
Once you place your order and receive your confirmation email, the order will be shipped in approximately 1–3 business days.
We do not process any orders during weekends and US holidays. All orders placed during this time will be processed in the next few business days.
When will I receive my tracking number?
Once we have processed your order, you will receive a second email with your tracking number in it.
You are free to use the Track My Order link at the bottom of the website to track your delivery status.
Which shipping carriers do you use?
All shipping options and their associated costs will also appear in the checkout place when paying for your order.
US orders: USPS.
International orders: USPS (each package will then be transferred to each country's postal system).
How long does it take for my order to arrive?
All delivery estimate will show up at the check out. However, delivery dates are only estimations.
In most cases, shipments within continental USA will arrive in between 2-6 business days after we ship out your package. Alaska and Hawaii orders will likely take 3-5 extra days to arrive.
International shipments to the UK, EU, Asia, and Arabia will take 5-12 business days to arrive, depending on the location.
RETURN & EXCHANGE
What is your return policy?
We offer a 30-day return period from the day of delivery for any jewelry purchased from our website.
US ORDERS:
We offer free return shipping for all US ORDERS.
INTERNATIONAL ORDERS:
At this time, we do not offer free return shipping for INTERNATIONAL ORDERS and we are unable to refund custom duties, and other expenses incurred from international shipping.
To request a return, contact us via the Contact Us form and follow the steps below:
1. under "what can we help you with", select "return/exchange/refund";
2. in the comment section, indicate the following:
- order number
- your name
- order address
- the item you would like to return
- the way you would like to receive your refund: back to the original payment method or a gift card.
3. select "this is urgent".
We will respond to your request within 2 business days and send you an email with shipping direction.
All jewelry must be returned in the same conditions and packaging. We cannot refund any jewelry that is worn or in any condition that impact second-time sale.
After we receive the returned product, our team will process your request in 1-3 business days.
All sale products are FINAL SALE and they cannot be returned, exchanged, or refunded.
Can I return a gift?
Return policy applies on all gift purchases. To request a return, follow the directions on our return policy.
For gift return refund, we are only able to refund to the original purchasers. We can only issue gift card for store credits if you are gift recipient.
What is your exchange policy?
US ORDERS:
We offer a 30-day exchange period from the day of delivery for all jewelry purchased from our website. To request an exchange, contact us via the Contact Us form and follow the steps below:
1. under "what can we help you with", select "return/exchange/refund";
2. in the comment section, indicate the following:
- order number
- your name
- order address
- the item you would like to return
- the item you would like to receive
3. select "this is urgent".
We will respond to your request within 2 business days and send you an email with shipping direction and the prepaid shipping label.
All jewelry must be returned in the same conditions and packaging. We cannot exchange any jewelry that is worn or in any condition that impact second-time sale.
After we receive the returned product, our team will send out the order with your chosen exchange product.
INTERNATIONAL ORDERS:
At this time, we are unable to process product exchange yet. If you are interested in receiving a different product, we recommend submitting a return for the product you do not wish to keep, and placing a new order separately for the desired exchange product. Please check our return policy for more details.
We are unable to refund duties, taxes, and return shipping fees incurred from international orders.
How long will I receive my refund?
Once we receive your package, we will process your refund request in 1–3 business days.
Once it's complete, we will notify you via email. Depend on the original payment method, please allow 7-10 business days for refund to appear on your bank statement.
I received a broken/wrong product.
Though we pack each package with love and care, things can still happen. We are so sorry to hear this and we are here to help!
If you received a broken, or wrong product, or are missing something from your order, please take a picture of the item and contact us via email at contact@nujaya.com. We will respond in 1-3 business days and provide solutions.
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