FAQs
Any questions? Check this out.
PRODUCTS
-
NEW YEAR SALE ENDS AT MIDNIGHT so run don't walk to cop your favorite pieces!
Simply add to cart 2+ pieces of your choice and 1 will automatically turn FREE.
There is no limit to the number of times you can take profit of the offer. (i.e: add to cart 6 items and 3 will turn free)
CLICK HERE TO SHOP NOW
Please note: we are not responsible if you forgot to add a second item to cart when placing your order. If your order was already shipped, we will not be able to add the FREE item in your package.
-
Our Nayeli pieces are made of premium 316L stainless steel, with rhodium or 18k gold plating. Our jewelry is water and sweat-resistant, ensuring no discolouration or tarnishing. It’s also hypoallergenic, meaning it won’t cause green skin.
Please note: we recommend you to remove your Nayeli piece(s) before entering a sauna or steam room due to high temperatures. -
Every Nayeli piece is crafted & designed to be with you for a lifetime.
But we know that life happens. That’s why we offer a Lifetime Warranty on all our jewelry.
The WARRANTY covers anything that should never happen to your jewelry.
Tarnished or faded? We'll replace it.
Accidental break? We've got you covered.
Scratched pendant? We'll send you a new one.
Simply email a photo of the damaged item to our support team at help@shopnayeli.com, along with your order number, and we'll take care of the rest—whether it's sending a replacement or offering Nayeli store credit for something new. No questions, no hassle.
Please note: our Lifetime Warranty covers only what we guarantee won’t happen. We cannot replace items that are lost, stolen, intentionally damaged, or damaged by third parties. Photos are required to process claims, and failure to provide them voids the warranty.
Nayeli applies a fair use policy and reserves the right to decline claims if the warranty is being misused.
-
Yes, we offer free worldwide shipping on orders over $50/£39/47€. This offer applies automatically at checkout when your order meets the qualifying amount.
Shipping costs may vary depending on your location. To find out the specific shipping details, please click here.
-
If you're not happy with your purchase, please contact our customer support here.
We offer easy returns and exchanges to ensure you have a positive experience with Nayeli.
Please refer to our Return Policy for detailed instructions.
SHIPPING & ORDERS
-
Order Processing
Orders are typically processed and shipped within 1-3 business days.
You will receive an order confirmation when your order has been placed. Please verify:
order details, customer information, shipping address
If there is an issue, please contact our customer support at help@shopnayeli.com
Shipping
You will also receive a shipping confirmation and tracking number when your package is in transit. Notifications for order and shipping/tracking will be sent to the email address provided at purchase, or to your contact phone number. Please double check junk and spam mail folders, in case your confirmation has been received there. Also allow us up to 3 business days before contacting us in case you did not receive your tracking number yet.
Our customer support can assist with tracking numbers and package deliveries. Please always provide your order number when sending inquiries to help@shopnayeli.com
Estimated Delivery Times
USA: Delivered within 5-8 business days
Canada: Delivered within 8-10 business days
United Kingdom: Delivered within 4-6 business days
Australia: Delivered within 5-8 business days
Europe: Delivered within 5-8 business days
Middle East: Delivered within 7-10 business days
Rest of World: Delivered within 5-10 business daysFor more information about shipping, please visit our Shipping Policy.
-
We have inventory ready to be shipped in warehouses all across the globe: United States, Portugal & China.
-
First of all, please check that our emails are not in your spam/junk folder. If you think you've entered the wrong address, please email us at help@shopnayeli.com and we'll update your details.
-
Once your order is shipped, you will receive a confirmation email (or text) that contains your tracking number.
You can use this tracking number either HERE or on an external international tracking website such as https://www.17track.net/ to track your package in real-time, for your peace of mind.
If you did not receive your confirmation email (or text) within 5 business days after placing your order, please send our customer support a message at help@shopnayeli.com and we'll sort this out.
-
At Nayeli, we use secure, third-party payment gateways to process your payments. We do not retain your credit card information during or after the transaction.
If you choose to save your card information, your credit card details will be tokenized, encrypted, and stored securely by the third-party gateway, and will be submitted directly to your bank for authorisation.
We accept payments by Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay, Union Pay, Shop Pay & Klarna.
-
We aim to process your refund within 14 working days after receiving your return at our warehouse.
Once your refund is issued, you’ll receive an email notification. Please note, it may take up to 5 additional working days for the funds to appear in your account, depending on your bank’s processing time.
If you haven’t received the refund after 5 working days, we recommend contacting your bank directly.
-
If you want to change or cancel your order, please get in touch with us as soon as you can after ordering. We can typically process changes and cancellations within 6 hours of you placing your order, if your package isn't in transit yet.
For details, please email us at help@shopnayeli.com
-
Not satisfied?
We offer a Lifetime Warranty on all our jewelry. Please contact our customer support at help@shopnayeli.com
Return costs for unwanted items are non-refundable at this time.
If you have received your item and there is a problem with defect/package, please contact our customer support.
help@shopnayeli.com
Please also refer to our Refund Policy.
CONGRATS
FOR FULLY READING OUR FAQ!
Use code NAYELIFAQ5 at checkout to get 5% OFF your entire order.
(don't forget to enter it at checkout)
