Skip to main content

Frequently Asked Questions

Popular Questions

  • Will I receive the same product that I see in the picture?

    We have made every effort to display as accurately as possible the colors and images of our products. We cannot guarantee that your computer monitor’s display of any color will be accurate.
  • Delivery charges for orders from the Thaya Jewels Shop?

    We provide FREE SHIPPING to the following countries: Australia, Austria, Belgium, Brazil, Canada, Denmark, Finland, France, Germany, Greece, Ireland, Israel, Italy, Japan, Luxembourg, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Russia, Saudi Arabia, Singapore, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom, and the United States on any $50 and above order. Merchandise total must reach $50 after all discounts.
    Country: Austria, Belgium, Denmark, Canada, Finland, France, Germany, Greece, Ireland, Israel, Italy, Luxembourg, Netherlands, Norway, Poland, Portugal, Russia Spain, Sweden, Switzerland, Turkey, Ukraine, the United Kingdom, and the United States
    • Free Shipping & Handling Cost for the orders $50 and above $14.99 for any order under $50
    • Estimate delivery time 10 – 14 days
    Country: Australia, New Zealand, Japan, Singapore, Saudi Arabia
    Free Shipping & Handling Cost for the orders $50 and above $19.99 for any order under $50
    Estimate delivery time 14 – 45 days
    Please contact us at [email protected] if you need delivery to the country not listed above and we will calculate the delivery cost for you. Pay attention that your order may be subject to the customs fees and import duties of the country to which you have your order shipped. And you are fully responsible for such fees and import duties and we will not reimburse it to you even in case of a refund or return.
  • How long will delivery take?

    We need 2-3 days to proceed with your order. We also do not send orders on weekends and holidays. So please allow between 14-45 days for your order to arrive. If more than 45 days have passed please email us at [email protected] to review the status of your order.

  • What exactly happens after ordering?

    As soon as you pay your order you will get an e-mail confirmation and we will start with the fulfillment. In most cases, we ship the orders the same day, but please allow the 2-3 days to prepare your order for shipment. Once your order has been shipped, you will receive an email with a tracking link. Please allow 24hrs for the link to activate. Please don’t hesitate to contact us if you have any questions. We guarantee the response within 24 hours.

  • Do I receive an invoice for my order?

    Usually, we send an invoice via e-mail only. But if you are living in Russia we will include the invoice in the parcel in order to comply with Russian customs rules. If you need the invoice to be included in the parcel, please leave the comment during the checkout.

  • Do you have retail stores?

    No. We sell directly through our online shop. This allows us to keep our prices affordable.

  • Can I track my order?

    Once your order has been shipped, you will receive an email with a tracking link. Please allow 24-48 hrs for the link to activate.

  • Can I return an item?

    If you’re not totally satisfied with your purchase you can return it within 21 days, together with proof of purchase, for a full refund. If 21 days have gone by since your order was received, unfortunately, we can’t offer you a refund or exchange. Please refer to our delivery & return policy for more information.

  • Where should I send return item?

    The local return address depends on your country. Please contact our Customer service at [email protected] beforehand. Please do not send your purchase before the reply of our Customer service.

  • What is your refund policy?

    In a nutshell, once your return is received and inspected, we will send you an email to notify you that we have received your returned item. The refund (minus a small shipping/handling fee) will automatically be applied to your credit card or original method of payment. Please refer to our return & refund section for more information.

Shipping and Delivery

  • Can you elaborate on Shipping Times?

    EU – all items are sent via Royal mail with an estimated delivery at 3-5 working days excluding Sundays and Bank Holidays.

    USA and Australia – select items are sent via USPS First Class Mail or Australia Post mail with an estimated delivery at 3-7 working days excluding Sundays and Bank Holidays. Some items are sent via select international couriers.

    WorldWide – items shipped to locations outside of the above countries are shipped via select international couriers with an estimated delivery at 7 – 14 days excluding Bank holidays.

  • Which countries are entitled to FREE shipping?

    Currently, Free shipping is available to the EU, USA and Australia. All orders over $25 are eligible for free shipping. As we grow we hope to be able to offer Free worldwide shipping very soon.

Placing My Order

  • Why does it convert to $ US Dollars at check out?

    All product prices will show be shown in the local currency throughout your journey to the checkout page at which point the final amount will be shown in USD. This is simply because our shop is based in the US. Rest assured that the final amount will reflect the exact amount in your local currency as you expect just converted to USD using the most up-to-date currency converter.

  • Why have I only received part of my order?

    Typically, all items are dispatched on the same day and shipped together. However, there may be occasions where your orders are split into two separate deliveries. This is simply because our products are stored in multiple warehouses. In this case, your additional items should be delivered within 2-3 days.
  • Will I be charged import fees?

    When you buy products sold and shipped from outside your country, you or the recipient are responsible for paying import taxes and duties based on the laws of the country into which the products are being delivered.
  • What if I missed my delivery?

    In most cases, couriers will leave a card or notify if a delivery attempt was made. In which case please do contact the courier and arrange for a re-delivery to be made. In some cases, your package will be made available for your collection at your local post office. Please refer to your package tracking number and get in touch with your local government postal service. In circumstances of failed delivery attempts, incorrect address details, or items not collected from your local post office we reserve the right to charge a fee for the re-delivery of your items.

Still got something on your mind?