Frequently Asked Questions

Choose your piece, pick a size or metal where the piece offers them, and add it to the cart. Checkout takes a couple of minutes and accepts all major credit and debit cards, PayPal and Shop Pay. If you are hesitating between two pieces, email us before you buy — we would rather help you choose than process a return.

Outer packaging is plain and gives no indication that the contents are fine jewelry. Inside, your piece is boxed and protected for the journey.

In the rare event that an item you ordered is out of stock, we will notify you within one business day and offer you an alternative or a full refund.

Gold and silver pieces are dispatched within 1–2 business days; diamond pieces within 3–10 business days, and the window for each piece is shown on its product page. Once dispatched, US orders — including Alaska, Hawaii and Puerto Rico — typically arrive within 2–5 business days. US territories and international orders take longer, depending on the destination and customs processing.

You will receive a tracking confirmation by email when your order ships, so you can follow your parcel the whole way.

Shipping is free on all US orders, including Alaska, Hawaii and Puerto Rico. We are not able to ship to APO, FPO or DPO military addresses.

Everywhere else, shipping is free on orders of $500 USD or more, and a flat $25 USD below that, to any of the 194 destinations we serve. That includes Canada; US territories such as Guam, the US Virgin Islands, American Samoa and the Northern Mariana Islands; and Micronesia, the Marshall Islands and Palau.

Your exact shipping cost is always shown at checkout before you pay.

No. Orders are delivered without a signature requirement, and every package is tracked from door to door. If you would prefer not to leave a parcel unattended, please ship to an address where someone will be home, or to your workplace.

International orders are delivered according to the destination carrier’s standard procedure.

Once your order is dispatched, you will receive a confirmation email with your tracking number. You can follow your package every step of the way on the carrier’s website.

Yes — to 194 countries. International shipping is free on orders of $500 USD or more, and a flat $25 USD below that. Canada is included at the same rates. Every international order is shipped by UPS with tracking from door to door.

Customers are responsible for any duties, taxes, or customs fees imposed by their country upon delivery.

The same rates apply to US territories outside the states, and delivery there can take longer than the mainland. Full details are on our International Shipping page.

A number of destinations are unavailable at checkout. Postal service to some has been suspended, US regulations prohibit delivery to others, and for the remainder we cannot arrange the tracked carriage that fine jewelry requires:

Afghanistan, Belarus, Bhutan, Cameroon, Central African Republic, Chad, Cuba, Democratic Republic of the Congo, Eritrea, Haiti, Iran, Iraq, Kiribati, Libya, Myanmar, North Korea, Palestine, Russia, Seychelles, Somalia, South Sudan, Sudan, Syria, Turkmenistan, Ukraine, Venezuela and Yemen.

These restrictions are outside our control and change from time to time. If your country is listed and you believe service has resumed, please contact us and we will check.

We ship to PO Boxes at no charge, and there is nothing extra for you to do. We are not able to ship to APO, FPO or DPO military addresses.

Returns are accepted within 14 days of delivery for any reason — you don’t need to explain why. Items must be returned unworn, undamaged, and unaltered, in their original box with any certificates included, and shipped within 7 days of your return authorization.

Once your return is approved, we email US customers a prepaid, fully insured return label. Return shipping is free on all US orders. International return shipping is paid by the customer; returns of damaged, defective, or incorrect items are always free. We do not accept C.O.D. returns.

Original shipping charges are non-refundable. For US orders, original shipping was free and there is nothing to deduct. Refunds are processed within 3–5 business days of receiving and inspecting the return.

There is no restocking fee on any piece except eternity rings, which carry a 30% fee. Full details are in our Return & Refund Policy.

Email us at returns@sanajewels.com with your order number. Our team will respond within one business day with your return authorization, a return reference number to place inside your package and, for US orders, your prepaid, insured return label. Do not send items back without first receiving return instructions.

We do not offer resizing, so please check your size on our Size & Fit Guide before ordering.

If a ring does not fit, you are welcome to return it within 14 days of delivery and order the size you need instead — email returns@sanajewels.com with your order number and for US orders, we will send you a free prepaid return label.

Eternity rings carry a 30% restocking fee on return, so please check your size especially carefully before ordering one.

We're not able to offer direct exchanges. If a piece is the wrong size or not quite right, you're welcome to return it within 14 days of delivery and place a new order for the size or style you'd like instead.

Yes. Every Sana Jewels piece is made in genuine metal — 10K, 14K, or 18K gold, or 925 sterling silver. All pieces are stamped with the corresponding metal marking.

Yes. All sterling silver pieces are stamped “925”.

Rhodium is a member of the platinum family, applied to silver as a very thin outer layer. It makes the metal brighter and whiter than untreated silver and slows tarnishing considerably. It is a plating rather than a permanent change, so it wears with time and can be reapplied by most jewelers. Where a piece is rhodium plated, we say so in the description.

Yes. Every diamond in our collection is a genuine diamond, natural or lab-grown, and we state which on the product page. Our natural diamonds are certified compliant with the Kimberley Process — the agreement between governments that keeps conflict diamonds out of the legitimate trade. It is worth knowing what that does and does not cover, and we set that out plainly on our Ethical Sourcing page.

No. Under the FTC’s Jewelry Guides, a diamond weight stated as a fraction stands for a range, not an exact figure. Here is what each stated weight covers:

Natural diamonds are formed over billions of years beneath the earth. Lab-grown diamonds are created in a controlled environment and are chemically, physically, and optically identical to natural diamonds — the two cannot be told apart by eye, only by instrument. What differs is rarity and price. Our product listings state which type is used, and lab-grown solitaires come with an IGI certificate.

Jewelry should be the last thing you put on and the first thing you take off. Perfume, lotion, hairspray, chlorine and salt water all dull metal and loosen settings over time. Store pieces separately in a soft pouch so harder stones cannot scratch softer ones, and wipe them with a soft dry cloth after wearing. That alone does most of the work.

Yes. Every Sana Jewels piece is covered by a 3-month warranty against manufacturing defects, beginning on the date of delivery. We will also replace a missing diamond or gemstone free of charge for 3 months from delivery, excluding any single stone of 0.12 carat or larger.

The warranty is valid in the USA only. Any repair performed by another jeweler will void the warranty.

Not covered under warranty:

• General wear and tear such as scratches, dents, and nicks
• Water damage
• Fading or chipping due to handling
• Lost or stolen parts
• Damage due to personal misuse or negligence
• Accidental damage not caused by a defect in material or workmanship
• A ring ordered in the wrong size

Color disclaimer: While we strive to photograph our jewelry as accurately as possible, slight variations in color may occur depending on your monitor settings.

We accept all major credit and debit cards including Visa, Mastercard, American Express, and Discover, as well as PayPal and Shop Pay.

Yes. Checkout runs on Shopify’s PCI-compliant payment system over an encrypted connection, and your card details go directly to the payment processor — they never reach us and we could not see them if we wanted to.

No, and that is deliberate. A showroom means rent, fittings, staff on the floor and stock sitting in a case — all of which ends up inside the price of the ring. Selling online only is a large part of why our pieces cost what they do rather than what a mall storefront would charge for the same metal and the same stones.

Our team is available Monday–Friday. We respond to all inquiries within one business day.