Frequently Asked Questions

PayPal is our current external payment method at checkout. Account store credit can also be applied when available. PayPal transactions are processed over a secure encrypted connection, and we never store your full payment details on our servers.

We start preparing orders within a few hours of checkout, so the window to change or cancel is short. If you need to update your shipping address, ring size, finish, quantity, or cancel entirely, email us with your order number as soon as possible. Once an order has been handed to the carrier we are unable to recall it, but we can usually help you exchange or return it instead.

Product prices are shown exclusive of tax; you choose how duties and taxes are handled at checkout. For most destinations we support DDP (delivered duty paid): import duties and taxes are collected together with your shipping charge, plus a customs service fee of about 5-8% of the order value, and nothing more is collected on delivery. For EU destinations this is the default — unless you enter your own IOSS number at checkout, in which case you pay freight only and account for import VAT yourself. Outside the EU you can also clear the goods in your own name with your local tax ID, which is often cheaper for registered businesses because import VAT is usually reclaimable. Orders above the small-parcel limits (for example EU orders over €150) ship by commercial express, where import duties and taxes are billed to the receiver on delivery.

Join our newsletter at the bottom of any page for collection drops, sourcing notes, buyer updates, and early access when a live campaign is running. Any active promotion code will be shown before checkout.

Absolutely. At checkout, enter the recipient's address as the shipping address and your own as the billing address. We do not include any pricing on the packing slip. If you'd like a short gift note enclosed with the order, mention it at checkout or email us after ordering.

We ship worldwide from Foshan — 60+ countries can be selected directly at checkout, including Europe (all EU countries, the UK, Switzerland, Ukraine), North America (US, Canada, Puerto Rico), the Middle East (UAE, Saudi Arabia, Bahrain, Israel), Asia-Pacific (Japan, South Korea, Singapore, Thailand, Malaysia, the Philippines, Vietnam, India, Australia, New Zealand), South Africa, Turkey, Pakistan, Bangladesh, and Latin America (Chile, Colombia, Argentina, Guatemala, Costa Rica, the Dominican Republic). Enter your address at checkout to see the available carriers and the final rate before paying.

Ready-stock jewellery is prepared through our Foshan fulfilment route in 3-5 business days. Non-stock, made-to-order, packaging or OEM pieces usually require 10-15 business days. Transit usually adds 7-14 business days.

You'll receive a shipping confirmation email with a tracking number when the parcel is handed to the carrier. You can also track it from your account page. If tracking has not updated for more than 5 business days, email us and we'll contact the carrier.

You choose at checkout. With DDP (the default for most destinations) we handle clearance: import duties and taxes are collected together with shipping, plus a customs service fee of about 5-8% of the order value, and nothing more is due on delivery. EU buyers who hold their own IOSS number can enter it at checkout to pay freight only and account for import VAT themselves — note that a VAT or EORI number alone does not remove import VAT on EU parcels. Outside the EU, you can clear the goods in your own name with your local tax ID — usually the cheapest route for registered businesses, since import VAT can typically be reclaimed. Large and high-value orders (for example EU orders over €150) ship automatically by commercial express — UPS, DHL or FedEx — with formal customs clearance; import duties and taxes for these express shipments are billed to the receiver on delivery, shown clearly next to the rate at checkout. We ship with UPS, DHL, FedEx, YunExpress, Cainiao or your local postal service, and we cannot mark parcels as "gift" or under-declare value — this protects both of us in case of loss or damage claims.

Shipping is not free. The final carrier rate is shown at checkout via live carrier rates before you pay. For most destinations you can ship DDP: import duties and taxes are collected at checkout with a customs service fee of about 5-8% of the order value, so nothing more is due on delivery. For EU destinations, rates include import VAT by default unless you enter a valid IOSS number. There is no order-value ceiling: bulk and high-value orders ship by commercial express (UPS / DHL / FedEx), with import duties billed to the receiver on delivery.

You can return unworn, unaltered jewellery in its original packaging within 15 days of delivery for a full refund of the product price. Final sale items, pierced earrings that have been worn, and custom OEM orders are not returnable. Return shipping and any customs duties for non-defect returns are the customer's responsibility, and original shipping is not refunded. If an item arrives defective or incorrect, we cover all return costs and issue a full refund or free replacement.

Have an account? Open the order under Orders and submit the “Request a return” form. Checked out as a guest? Email us with your order number. Either way we confirm the return authorisation and return address within 1 business day. You pay return shipping unless the item arrived defective or incorrect, in which case we cover it. Full steps are on our Returns & Exchanges page.

Once your return arrives at our warehouse we inspect it within 3–5 business days and issue the refund to your original payment method. PayPal refunds usually settle within 2–5 business days. You'll receive an email confirmation the moment the refund is issued.

Ring-size and finish exchanges are available within the same 15-day window, subject to stock. Email us with the size or finish you'd like instead and we'll hold the replacement item for you. For a different style, return the original item and place a new order; that's the fastest way to lock in stock on the item you want.

Ring product pages list EU and US ring sizes where available. EU ring size follows the inner circumference in millimeters; for example, EU 52 is about 52 mm inner circumference and roughly a US 6.

Use a ring that already fits the same finger and measure its inner diameter in millimeters, or wrap a thin strip of paper around the finger and measure the inner circumference. Measure at room temperature and avoid measuring when hands are cold or swollen.

For necklaces and bracelets, check the product length and extension chain range on the product page. For wholesale or OEM orders, we can quote custom chain lengths, extender lengths, clasp types, and packaging by brief.

Yes. Everything in stock can be ordered from 1 piece with no minimum — the per-piece wholesale price simply steps down at 3 and 10 pieces. Adding your logo by laser engraving costs +US$1 per piece with generally no minimum either, so even a first order can carry your brand. Only deep-custom OEM (producing your own design) has a real minimum, typically 100-200 pieces per style.

Jewena produces through its established factory network in Guangdong's jewellery cluster, with its base in Foshan, and additionally works with specialist factories for specific finishes and techniques. The named material and finish, testing scope, packaging, MOQ, timing and responsibilities are confirmed in writing for each SKU or brief before sampling.

Yes — private label and white label both work, at three levels. First, laser logo engraving on stocked pieces: +US$1 per piece, generally no minimum — a few shapes cannot be engraved, so we confirm against the exact SKUs you pick. Second, branded labels, hang tags and cards: no per-piece minimum, and we attach them for you; you can also send us your own boxes, cards and bags, and we pack every parcel with them for about US$1-2 per parcel. Third, printed or embossed custom boxes: from 200 sets and noticeably more expensive, so we usually suggest starting with the label route. The typical path for a new brand: start with stocked pieces plus engraving, see which styles actually sell, then move the winners to OEM.

No. Most of the range is 316 stainless steel, and pieces verified as 316L are grouped in the dedicated 316L stainless steel category — the grade is stated on every product page, and we only write a grade where the supplier source record supports it. 316L is the low-carbon version of 316: it resists corrosion better at welded joints and is the grade usually specified for prolonged skin contact; both wear well, but they are not the same thing. One label note: where a finish says "18K gold PVD", 18K is the colour reference of the coating, not a statement of gold content.

No stainless steel is nickel-free: nickel is one of the main alloying elements of 316 and 316L, roughly a tenth of the alloy by weight, so "nickel-free 316L" does not exist. What matters for skin comfort is nickel release, which stays very low while the polished surface is intact — that is why 316 and 316L are widely used for prolonged skin contact. Individual sensitivity still varies, so we state material and finish per product instead of making blanket hypoallergenic claims.

Yes. Reseller parcels ship blind: no Jewena name, logo, invoice or pricing inside. You place the order with your customer's address — manually, or we can help connect your store so orders sync automatically — and we pack, ship and send you the tracking number. If you send us your branded boxes, cards or bags, we pack every parcel with them for about US$1-2 per parcel; note that we can only store a small quantity of your packaging at a time.

Wholesale prices are public — every product page shows the tiered price with no registration needed. For the PDF catalogues, create an account and open Account → Catalogues, where a download link is emailed to you. There are two editions: the full-range catalogue and a dedicated 316L edition. Both are regenerated automatically as the range changes, so the link always serves the current version.

What we hold: raw-material spot-check reports for 316 stainless steel, carried out before each production batch starts — available on request. What we do not hold: an individual certificate for every finished SKU. If you need a certificate for a specific finished piece, testing is arranged at your cost through a third-party laboratory, and the fee can be credited against your subsequent orders. Material and finish are always stated per product page.