FAQ

FREQUENTLY ASKED QUESTIONS

Returns & Exchanges

What is your Return Policy?

We offer free returns for a full refund within 14 days of the delivery date and free exchanges/store credit within 30 days of the delivery date.

All returns must be submitted in the Online Return Portal for approval. Some accepted returns cannot be submitted through the portal, including international returns. If your return can't be submitted through the portal, you must contact customer service for approval before shipping your return. Unauthorized returns will not be accepted and will be shipped back to the customer. We are not responsible for unauthorized returns that are lost or damaged in transit.

All returns must have the round black tag (attached to the item, reading 'NOT RETURNABLE WITHOUT TAG') intact and attached to the item(s) for a refund or exchange to be processed. If the tag is not intact and attached to the item(s) upon return, the item(s) will be sent back to the original shipping address.

Please note: All returns must be unworn and have no visible signs of wear or damage. If our quality control team deems that your item is worn, we will not be able to process your return. In this case, the item(s) will be sent back to the original shipping address.

Please allow up to 10 business days from when we receive your return for your return to be processed. Business days are Monday-Friday excluding federal holidays. Return processing begins after your package is delivered to us. Once your return has been processed, you will receive a confirmation email of the refund, credit issued, or the new order placed. Refunds may take an additional 7-10 business days from the date you receive this email for the funds to be available in your account and it may take an additional billing cycle to see the funds on your billing statement.

If you placed an order using Afterpay or Affirm, the refund will be issued back to the card linked to your AfterPay/Affirm account. For security purposes, we do not have access to your Afterpay/Affirm account. If you have additional questions, you can contact the Afterpay team here or the Affirm team here.

If your purchase was made at an Giovani Jewels authorized retailer, you will need to return your item to your point of purchase.

For any inquiries concerning returns or exchanges, please contact Customer Service via email at hello@giovanijewels.com or by phone at (888) 373-9691 [Monday – Friday | 9 AM – 5 PM EST].

Exclusions to Return Policy

Personalized pieces that are made to order: this includes any initial, name, or year necklaces, rings, earrings, bracelets, and anklets.
Final sale items that show ‘compare at’ prices which can be found on the SALE page are considered final sale and will not be accepted for returns or exchanges.
Special discount codes used during our clearance sales that show "FINAL SALE" in promotional material and at checkout will not be accepted. This includes all discounts 30% or greater, Brandbassador reward codes, and BOGO offers unless otherwise stated.

If the packing slip in your order is stamped FINAL SALE and you have questions about your order's eligibility, please feel free to contact our customer service team for details and we'll be happy to assist.

How do I make a return?

Visit our Return Portal.
Input your order number [AJxxxxxxx] and the shipping address zip code.
Select the item(s) you want to return. (*Only eligible items can be selected.)
Choose the reason for your return.
Click ‘Continue.’
Select a reimbursement method.
Click ‘Go to Summary.’
Review your return and press ‘Complete.’

A pre-paid, pre-addressed return shipping label will be provided to all qualifying orders purchased on the website. All items being returned must be dropped off or picked up by USPS.

Please note: All U.S. returns must go through our portal. If a domestic return is done manually, we are not responsible for the return or the loss of your package. When returning, please make sure all returned items and packaging materials are in the box along with the invoice.

In-Store Purchases

Orders that were purchased at one of our Giovani Jewels flagship stores should be returned directly to the store where the purchase was made. If you are not able to return to the store, please contact our customer service team via email at hello@giovanijewels.com or by phone at (888) 373-9691.

International Returns

Unfortunately, our system cannot create international return labels, therefore international customers are responsible for the return shipping cost. Please ship all returns to the address below; we do not accept exchanges for any international orders.

Please ship to:
AJ Shipping Dept.
1416 Ave M
Suite 501
Brooklyn, NY
United States
11230

Please note: Giovani Jewels is not responsible for international returns that are lost in transit on the way to our facilities. When returning, please make sure all returned items and packaging materials are in the box along with the invoice.

For any inquiries concerning returns or exchanges, please contact Customer Service via email at hello@giovanijewels.com or by phone at (888) 373-9691 [Monday – Friday | 9 AM – 5 PM EST].

Do you offer product repairs?

We stand behind our product, but more importantly, we stand behind our customers. If an Adina Eden piece fails during normal wear within 60 days of delivery date due to a defect in material or workmanship, as solely determined by Adina Eden, we will repair the piece at no cost. Any decision to repair a piece of Adina Eden is subject to review and in Adina Eden sole discretion. Adina Eden may also refuse to repair any piece of jewelry for any reason. All customers must provide us with valid proof of purchase to receive a repair.

To begin the return process, visit the Return Portal and select ‘Replace’ if available. (Repairs take more time to complete while replacements can be sent immediately.) In the case, a replacement is not available select ‘Return’ and include in the notes that it is a repair. Please allow 15-20 business days (subject to change based on the severity of the damage) for your repair to be complete plus additional time for shipping. Repair/replacement processing begins after your package is delivered to us.

For orders not able to be processed through the return portal please send your order number, a photo of the damaged piece, and a description of the damage to Customer Service via email at hello@adinaeden.com.

Please note: Our repair policy does not cover lost items, scratches that come with normal wear and tear (like a bent ring or broken chain), improper use or storage of your product, and any modification to your product done by a third party outside of Adina Eden. If an item is not able to be repaired, Adina Eden will replace your jewelry with the same item if available. If the item is unavailable, you will be issued a gift card for the amount paid.

For any other inquiries concerning repairs, please contact Customer Service via email at hello@adinaeden.com or by phone at (888) 373-9691 [Monday – Friday | 9 AM – 5 PM EST].

Shipping

What is your shipping policy?

As a result of enhanced precautionary measures due to COVID-19, some carriers are experiencing extended service delays that could exceed delivery beyond your selected shipping time as well as impact package tracking information. In this case, there will be no reimbursement on shipping fees due to carrier delays.

Shipping Policy

We ship all orders from our Brooklyn warehouse Monday through Friday (excluding holidays). All orders are usually shipped within 1-2 business days of the purchase date, however, orders can take longer to ship during the holiday season. Business days are Monday-Friday excluding federal holidays. If an order is placed after 12PM EST on Friday, it will be shipped the following week. Orders placed on Saturdays and Sundays will begin processing the following business day. If ordering Next Day Shipping before 12PM EST, the order will be shipped that same day. All customers will receive a confirmation email with tracking information when the order has shipped. Shipping windows are estimates and delivery dates cannot always be guaranteed.

Please note: Once we hand pack and prepare your package for shipping, we pass it off to a third-party courier so that your package will arrive at you safe and sound. In the case that your package is lost or stolen in transit or upon arrival, Adina Eden does not take responsibility for it. All claims must be made through the carrier your package was shipped with.

What shipping methods do you offer?

Shipping Methods

The following shipping methods are in effect during this time:

Domestic (Within the U.S.)

USPS First Class ($4.95) 5-8 business days *after processing and shipping
USPS Priority ($9.95) 4-5 business days *after processing and shipping
UPS Next Day ($29.95) 1-2 business days *after processing and shipping

International Shipping

POSSIBLE DELAYS DUE TO CUSTOMS & COVID-19 REGULATIONS

UPS Innovations (7.95) 14-20 business days *after processing and shipping
UPS Priority Mail ($24.95) 4-6 business days *after processing and shipping
DHL Express ($49.95) 3-5 business days *after processing and shipping

Please note: All shipping charges are non-refundable. No exceptions will be made.

What about personalized orders?

Personalized Orders

Please allow additional time for all personalized items to ship. We need time to create the pieces since they’re being made especially for you and require a bit more time in production. You can find the specific production timelines for all made-to-order items located in the product details for each piece. If you need to place an urgent order, please contact our customer service team via hello@adinaeden.com or at (888)-706-7859 and we will do our best to accommodate you if possible.

Please note: Processing times may take longer during the holiday season and during specific sales and promotions. COVID-19 restrictions may also affect the production time frame for certain items.

Do you ship Internationally?

International Shipping

All orders shipping internationally are subject to additional shipping charges based on taxes, tariffs, and duties put into place by that country. These charges are determined based on the type of product being shipped, its value, country of origin or manufacturing, and the classification of the item. Any applicable fees will not be included in the checkout total and are to be paid for by the customer at the time of delivery. If additional charges apply to your order, the mail carrier will contact you by either phone or email to pay these charges so that the shipment can continue to its destination. Adina Eden has no control over these charges and is not responsible for any additional fees.

Can I update my shipping address?

Update Shipping Address

We can only provide address changes on made-to-order items, or in-stock orders recently placed, provided your order hasn’t been processed for shipping yet. Kindly note that as our team works hard to get your order dispatched as quickly as possible, we are unable to guarantee any changes to your order once it has been submitted - but we will do our best to accommodate you. If you need to make changes to your order, please contact our customer service team as soon as possible via email at hello@adinaeden.com or by phone at (888) 373-9691 and we will make every attempt to honor your request.

Orders & Cancellations

Ordering Products from Giovani Jewels

An agreement for Adina Eden to sell goods to you is made when we accept your order. The description of goods, price, and applicable tax are agreed on between you and Adina Eden when an order is placed. You are responsible for the charges for transport, packaging, freight, and/or insurance of your order as reflected in the order summary provided upon checkout.

The placement of an order is a binding agreement. Once placed, all orders are considered final and you may not change or cancel them. Adina Eden reserves the right to cancel any order for any reason whatsoever, including but not limited to unauthorized, altered, or ineligible use of an offer or payment. Adina Eden reserves the right to modify or cancel a promotion due to system error or unforeseen problems.

How do I check my order status?

Order Status

You can locate your package by entering the same email address used to make your purchase and your ‘AJ’ order number here. Your tracking information should have been sent to your email address when your package first shipped as well. (Be sure to check your spam folder as the emails may have redirected there.)

How do I locate my order number?

Locate Order Number

We send an order confirmation email containing all the details of your purchase to the same email address used to make the purchase. (Be sure to check your spam folder as the emails may have redirected there.) You can find your ‘AJ’ order number located in that confirmation email. To have your confirmation email sent again please contact our customer service team via email at hello@adinaeden.com or by phone at (888) 373-9691.

How do I update or cancel my order?

Update/Cancel Order

We want you to receive your Adina Eden purchase as soon as possible. In turn, we process orders as quickly as possible. For this reason, we cannot guarantee any changes to your order once it has been placed. If you need to change or cancel your order, please contact our customer service team, within 24 hours of your purchase, via email at hello@adinaeden.com or by phone at (888) 373-9691 and we will make every attempt to honor your request.

Please note: Personalized pieces are not eligible for cancelation once the order has been placed, or for return at any time. If you’ve changed your mind and would like to adjust a personalized piece in your order we ask that you reach out to us immediately after your purchase. In most cases, we will not be able to adjust the order, but we will do our best to assist you.

Promotions

Do you have a promotions policy?

All promotions are available while supplies last. Promotions may not be applied to previous purchases, gift card purchases, sales tax, or shipping charges. A limit of one (1) discount may be applied to each order. Offers will only be valid for a specified date and time frame. Special discount codes used during our clearance sales that show "FINAL SALE" in promotional material and at checkout will not be eligible for a return.

Please note: Adina Eden reserves the right to alter or cancel any promotion without notice. If in Adina Eden sole discretion, a promotion is used incorrectly or being abused, Adina Eden has the right to cancel any orders placed and ban the usage of any further promotional material by such user(s).

What is your Student Discount policy?

We offer a 30% discount on all products for college students registered through StudentBeans

Once your StudentBeans account is verified, you'll receive a discount code that can be applied at checkout

This discount is final sale under our Rrn etuPolicy and cannot be combined with other offers

For questions about you StudentBeans account, please see the StudentBeans website or email them at hello@studentbeans.com for assistance

Gifting

Do you offer gift cards?

Giving someone a gift is one way to show someone how you feel. Maybe the gift is for a birthday? Anniversary? Graduation? Regardless of the occasion, Adina Eden has what you need to make every gift extra special!

Gift Cards

Giovani Jewels Gift Cards purchased online may only be redeemed at our online store. Gift cards are delivered by email and contain instructions to redeem them at checkout. Gift cards cannot be returned or redeemed for cash value, reloaded with additional value, resold, or transferred for value. If an item is returned that was purchased with a gift card, the funds will be returned to the gift card. Promotions and other special offers do not apply to the purchase of a gift card.

If the amount of your gift card does not cover the total order amount, you must pay the remainder of the purchase with a valid credit card. If the amount of your gift card is for more than the total order amount, the remaining balance will be saved for your next purchase. To check a gift card balance you can contact our customer service team via email at hello@adinaeden.com or by phone at (888) 373-9691.

Can I add a gift message to my order?

Gift Message

Before checking out, you can visit your cart to view your items and include a gift message in your order. Above the ‘CHECKOUT’ button select ‘Yes’ next to where it says, “Is this a gift?” and type in your message. Your message will appear exactly how it is entered, so be sure to double-check everything to make sure there are no errors.

Do you offer gift wrapping?

Gift Wrapping

Every order already comes beautifully packed in our signature pouches and gift boxes, however, we do offer the option to purchase additional gift wrapping. To add gift wrapping to your order, select ‘View Cart’ after clicking the shopping bag icon at the top, right-hand corner of your screen. Under ‘Adina Eden’s Add-Ons’ in your shopping bag, you will have the option to add gift wrapping to your order for an additional $6.99.

Please note: We will combine items into one box if it is not indicated that it is a gift.

COVID-19

COVID-19 Updates

Our hearts go out to all who have been affected by this virus and we hope that you and your loved ones are staying healthy and safe. Here at Adina Eden, our number one priority has been and continues to be protecting our community and our team. As such, we are closely monitoring the current situation and will continue to reassess as circumstances change.

As a result of enhanced precautionary measures due to COVID-19, shipping and in-transit times may be delayed. Standard orders may take up to 3-6 business days to process before they are shipped from our facility. Some carriers are also experiencing extended service delays which could exceed delivery beyond your selected shipping time.

If your order has been assigned a tracking number and shows pre-shipment, please note this is normal and means your order has left our warehouse and is currently in transit. Due to the high volume with the carriers, you may not see scans or movement on your package while it is in transit.

As expected, our Customer Service team is experiencing a high volume of calls and emails at this time. Please know that we hear you and are working hard to get back to you as quickly as possible. Currently, our representatives (as well as USPS, UPS, & DHL) are unable to provide any additional guidance on status updates regarding your order.

If your order does not show any movement after 30 days from the date your tracking was assigned, please contact Customer Service via email at hello@adinaeden.com or by phone at (888) 373-9691 [Monday – Friday | 9 AM – 5 PM EST].

FAQ