Processing & Dispatch

Orders are typically processed and dispatched within 1–2 business days. "Business days" are Monday through Friday, excluding weekends and U.S. federal holidays. During peak periods (such as major holidays), processing may take up to 3–4 business days; we will note any expected delays on our website or in your order confirmation email. Once dispatched, domestic orders typically arrive within 2–5 business days, and international orders typically arrive within 1–3 weeks depending on destination and customs processing. You will receive a tracking confirmation by email when your order ships.

Backorders & Delays

On the rare occasion that an item becomes temporarily unavailable after your order is placed, we will notify you by email as soon as possible with an updated timeline. You may choose to wait for the item, select a substitute of equal value, or receive a full refund for that item.

Multiple Items & Split Shipments

Orders containing multiple items may occasionally ship in separate packages to ensure each piece is packaged and insured appropriately. If your order ships in more than one package, you will receive a separate tracking confirmation for each.

Shipping Insurance & Security

Every piece is a fine jewelry investment. To protect this investment, all shipments are fully insured by SANA Jewels while in transit. This insurance coverage ends once the package is signed for at its destination.

If your package is lost or arrives damaged in transit, please contact us at support@sanajewels.com within 48 hours of the expected delivery date (for lost packages) or delivery date (for damaged packages). Once a claim is confirmed, we will replace your item or issue a full refund, at your preference, at no additional cost to you.

Direct Signature Required

To ensure your purchase arrives safely into your hands, all orders require a direct signature upon delivery. Please ship to an address where someone is available to sign during standard delivery hours.

If no one is available to sign, the carrier will generally leave a notice and attempt delivery again, or hold the package for pickup at a local facility for a limited time (typically 5–7 business days, depending on carrier). If the package is not claimed within that window, it will be returned to us. In that case, we will contact you to arrange reshipment; a reshipping fee may apply for orders with complimentary original shipping.

Refused or Undeliverable Packages

If a package is refused at delivery or is undeliverable due to an incorrect or incomplete address provided at checkout, it will be returned to us. Once received, we will contact you to arrange reshipment (additional shipping charges may apply) or process a refund for the merchandise, less the original outbound shipping cost.

Address Changes

Because our shipments are insured and require a signature, we are only able to change a shipping address before an order has been dispatched. Please contact us as soon as possible at support@sanajewels.com if you need to update your address. Once an order has shipped, we are unable to redirect it, and we cannot be responsible for packages sent to an address that was entered incorrectly at checkout.

Shipping Costs

Complimentary shipping is provided on all US domestic orders. For international orders, shipping rates are calculated at checkout based on your destination.

Carriers & Discreet Packaging

Our dispatch team partners with trusted, premium carriers to ensure the safe delivery of your jewelry. We will select the most secure and efficient carrier based on your order and destination. Your shipping confirmation email will provide the tracking details and indicate which carrier is handling your package.

For your security and peace of mind, all orders are shipped in sturdy, unmarked outer packaging that does not feature the SANA Jewels name or indicate that the contents contain fine jewelry. Inside, your order will be beautifully presented in a SANA Jewels gift box.

PO Boxes & APO Addresses

We ship to PO Boxes and APO addresses. Our dispatch team will automatically route these orders through the appropriate services that can accommodate these address types.

International Shipping

Yes — we ship internationally. International shipping rates are applied at checkout. Customers are responsible for any duties, taxes, or customs fees imposed by their country upon delivery. SANA Jewels is not responsible for delays caused by customs processing.

Order Tracking

Once your order is dispatched, you will receive a confirmation email with your tracking number. You can track your package directly through the carrier's website at any time. If your tracking information has not updated in more than 5 business days, please reach out to us and we will follow up with the carrier on your behalf.

Return & Refund Policy

Your satisfaction matters to us. If something is not right with your order, we are here to help.

When We Accept Returns

Returns are accepted within 30 days of delivery for items that are:

• Defective or damaged upon arrival.
• Significantly not as described on the product page.
• Incorrectly fulfilled (the wrong item was sent).

All items must be returned in their original, unworn, and undamaged condition, including the original jewelry box and any accompanying certificates (such as GIA or other grading certificates). Returns missing original certificates or packaging may result in a delayed or reduced refund, at our discretion.

Reporting Damaged or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with your order number and clear photos of the item and packaging. Claims reported after this window may not be eligible for a full refund.

When We Cannot Accept Returns

We are unable to process returns for the following:

• Items that have been worn, resized, or altered.
• Sizing or fit issues (please refer to our Size & Fit Guide before ordering).
• Minor color variations due to differences in monitor or screen displays.
• Items ordered incorrectly by the customer.
• Damage due to improper care, misuse, or negligence.
• Returns initiated or postmarked after 30 days of delivery.
• Items marked as Final Sale or purchased during a clearance/final-sale promotion.
• No Exchanges: We do not offer direct exchanges.

Return Inspection & Authenticity Verification

Every returned item is inspected upon receipt by our team to verify its condition and confirm that it matches the item originally shipped, including stone count, carat weight, metal type, and any accompanying certification. This process protects all of our customers and allows us to keep offering complimentary shipping and a generous return window.

If an item is returned with a stone, setting, or component that does not match what was originally shipped, or shows signs of tampering or alteration, we reserve the right to deny the refund and return the item to the customer at their expense. Items returned in less-than-original condition (e.g. minor wear not disclosed at the time of the return request) may receive a partial refund reflecting the item's condition, at our discretion.

How to Initiate a Return

1. Email Us: Contact returns@sanajewels.com with your order number, a detailed description of the issue, and clear photos illustrating the defect or discrepancy.
2. Authorization: Please do not send items back without first receiving written return authorization. Our team will review your request and respond within one business day with specific return instructions.

Return Shipping

If your return is approved, we will provide a prepaid, insured return shipping label. Please ensure the jewelry is securely packaged in its original box, with all certificates included, to prevent damage or loss during transit. Returns must be shipped using the provided label so that transit insurance applies; we cannot guarantee a refund for items lost or damaged in transit when shipped by another method.

Refunds

Once we receive your return, it will undergo inspection as described above to verify its condition and authenticity.

• Processing Time: Approved refunds are processed to the original payment method within 3–5 business days after inspection.
• Refund Method: Refunds are issued to the original form of payment. We are unable to issue refunds to a different card, account, or payment method.
• Shipping Costs: For US orders, original shipping was complimentary and will not be deducted. For international orders, original shipping charges are non-refundable.

Sizing Disclaimer

Please review our Size & Fit Guide carefully before placing your order. As we do not accept returns or issue refunds for sizing or fit issues resulting from incorrect size selection, we encourage you to contact us if you have questions regarding fit before making your purchase.

Questions?

Email us at returns@sanajewels.com. Our team is available Monday–Friday, and we respond to all inquiries within one business day.