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; import duties and taxes are worked out for your destination at checkout, before you pay. EU parcels ship with import VAT included in the shipping charge. For most other destinations the shipping charge already includes the import duties and taxes plus a customs service fee of 2% of the order value (DDP), so nothing more is due on delivery — and if your order is within your country's duty-free allowance, nothing is added at all. The exceptions are commercial express shipments (UPS / DHL / FedEx), including EU orders over €150, and a few destinations: there import duties and taxes are billed to the receiver on delivery, and those options are clearly marked at checkout.

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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 Guangzhou — 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 Guangzhou fulfilment route in 3-6 business days. Non-stock, made-to-order 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.

We do. Import duties and taxes are collected together with shipping (DDP) and we handle the clearance, so nothing more is due on delivery. EU parcels ship with import VAT included; for most other destinations we add the actual duty plus a customs service fee of 2% of the order value, and nothing at all if your order is within your country's duty-free allowance. The only exceptions are commercial express shipments (UPS / DHL / FedEx) and a few destinations, clearly marked at checkout, where the receiver pays import duties on delivery.

Shipping is not free. The final carrier rate is shown at checkout via live carrier rates before you pay. For orders within the duty-paid parcel limits (goods value up to €150 for the EU, £135 for the UK, $300 for the US) that rate already includes import duties and taxes (DDP) plus a customs service fee of 2% of the order value, so nothing more is due on delivery; EU rates include import VAT. Orders above those limits ship by commercial express (UPS / DHL / FedEx), with import duties billed to the receiver on delivery. One limit to know in advance: a first order shipping to the UK is a trial order of up to $150 in goods; once it is paid, the limit is removed.

If a delivery fails for a reason on the recipient’s side — wrong or incomplete address, a phone number the courier cannot reach, nobody available to accept it, delivery refused, a parcel left unclaimed at a pickup point or in customs, or import charges you decline to pay — we cannot refund the order or send a free replacement, and the goods, shipping and duties are not refundable. What we do is help: tell us as soon as tracking shows a failed attempt and we will chase the carrier on your behalf and push for re-delivery or release while the parcel is still in your country, which is faster and cheaper than letting it travel back. If it does reach us intact we can re-ship it to a corrected address, with the new shipping charged at cost. Parcels lost or damaged in transit, or an error on our side, remain our responsibility. Full policy on our Shipping Information page.

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 under this voluntary policy. Return shipping and any customs duties for non-defect returns are the customer's responsibility, and original shipping is not refunded — except that EU and UK consumers who cancel under the statutory right of withdrawal also get the standard outbound shipping back. If an item arrives defective or incorrect, we cover all return costs and issue a full refund or free replacement. Full terms are on our Returns & Exchanges page.

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. Refunds to a PayPal account usually settle within 2–5 business days; if you paid by card, allow 5–7 business days for it to appear on your statement. 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 and clasp types 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. Only custom OEM (producing your own design) has a minimum: 50 pieces per design in 316 or 316L.

Jewena is a wholesale supplier based in Guangzhou, in Guangdong's jewellery cluster. Ready-stock lines are held as inventory, and OEM/ODM programmes are produced on our dedicated lines with partner factories in the Dongguan and Foshan clusters, with specialist factories brought in for particular finishes and techniques. The named material and finish, testing scope, MOQ, timing and responsibilities are confirmed in writing for each SKU or brief before sampling.

No. Ready stock carries a grade only where the source record for that SKU states it: some pieces are listed as 316 stainless steel, and pieces without a recorded grade are listed simply as stainless steel. 316L is available as a custom (OEM/ODM) material, produced to your written specification from 50 pieces per design, with the grade written into the quote and the order. 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 — and we have measured ours: in a third-party EN 1811 test by a CNAS-accredited laboratory, no nickel release was detected from our 316 stainless steel (below 0.05 µg/cm²/week, against the EU limit of 0.5). Individual sensitivity still varies, so we make no medical or blanket hypoallergenic claims.

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 316 stainless steel edition. Both are regenerated automatically as the range changes, so the link always serves the current version.

Yes — and we publish them. Our 316 stainless steel was tested by CTT, a CNAS-accredited third-party laboratory (report CTT26090107358EN, October 2026): composition to ASTM A959, EU nickel release (EN 1811), and lead and cadmium under REACH — all passed. Every page of the report can be viewed on our Test Reports page and verified with the lab by scanning its QR code; customers with an order can download the signed PDF. Material and finish are stated on each product page. If you need an additional test for a specific custom piece, tell us before sampling and we will quote third-party testing for it.