FAQ

No, you don't have to create an account. However, we strongly recommend that you create an account so that you can take advantage of the various benefits it offers. For example, you will be able to access your account easily the next time you visit us, and you will also be able to get personalized recommendations and services tailored to your needs. You will also be able to discover exclusive perks such as priority sale access and a special birthday treat, and much more. By creating an account with us, you will be able to make the most out of our services and save time in the future.

If you have forgotten your password, don't worry. You can easily reset it by clicking the 'forgot password' link. Once you click the link, you will receive an email with instructions on how to create a new password. Follow the instructions to set a new password that is secure and easy to remember. Remember to keep your password safe and never share it with anyone.

We want you to love your Alya Stone pieces. We offer a 30-day return window from the date of delivery for all eligible items.

How do I return an item?
We make the process secure and simple by providing a prepaid shipping label. To start, email hello@alyastone.com with your order number and photos of the piece. Once approved, we will send you a label to print and attach to your package.

What are the costs?
To support our commitment to sustainable growth and premium craftsmanship, we deduct the two-way shipping costs (the original shipping plus the return label) from all returns.

• For a Refund: We also apply a 15% restocking fee.
• For Store Credit: The restocking fee is waived, and you receive the full value of the item (minus shipping) as credit.

Are there any exclusions?
Yes. For hygiene and the bespoke nature of our designs, the following are Final Sale:

• Earrings: (Including flat backs and charms) due to health and safety.
• Eternity Rings: Because these are made-to-order and cannot be resized.
• Personalized/Altered Pieces: Anything engraved or modified by a third-party.
• Condition: Items must be unworn, in original condition, and include all authenticating certificates and packaging.

Yes, we are pleased to offer a resizing service exclusively for rings purchased from our Solid Gold line (9K, 10K, and 14K pieces).

The cost for resizing rings from our Solid Gold line is $100 USD, plus the cost of shipping the item both ways. This fee covers the careful, professional labor required to ensure the structural integrity and heirloom quality of your piece is maintained.

To Request Resizing:

• Please contact our customer support team with your order number and the ring style for confirmation before shipping your piece.

To ensure your solid gold pieces are returned safely and with full tracking, Alya Stone provides a prepaid return shipping label for all authorized returns.

The costs are handled as follows:

Upfront Cost: You do not need to pay the courier when dropping off your return.

Deduction: The two-way shipping costs (the original shipping fee plus the cost of the return label) will be deducted from your final refund or store credit amount.

Why do we do this?

By providing the label ourselves, we ensure that your high-value jewelry is sent via a secure, insured, and tracked service. This protects you from being responsible if the package is lost in transit by the courier.

We are so sorry if your order arrived in less-than-perfect condition. Every Alya Stone piece undergoes a rigorous quality check before it leaves our studio, but we understand that accidents can happen during transit.

How to handle a damaged or incorrect item:

1. Contact us immediately: Please email hello@alyastone.com within 7 days of delivery.

2. Include Photos: To help us resolve this quickly, please include your Order Number and clear photos of:The damaged or incorrect jewelry.The original packaging and shipping box.

3. Resolution: Once our team verifies the issue, we will provide a prepaid replacement shipping label at no cost to you.

Yes. To maintain our high standards of hygiene and because many of our solid gold pieces are made-to-order, certain items are considered Final Sale and cannot be returned or exchanged:

Earrings: For hygiene reasons, all earrings (including dainty flat backs and charms) are non-returnable

Eternity Rings: Due to the continuous stone-setting design, these pieces cannot be resized and are made-to-order for your specific size

Personalized Pieces: Any items featuring custom engraving, custom-designed elements, or personalized charms

Altered Items: Any jewelry that has been resized or modified by a third-party jeweler

Missing Documentation: Pieces returned without their original authenticating certificates

Initiating a return is simple. Please follow these steps to ensure your return is processed quickly and securely:

Step 1: Contact Us
Email our customer service team at hello@alyastone.com within 30 days of delivery. Please include:

• Your Order Number.
• Clear photos of the item in its current condition to verify it is unworn.
• A note specifying if you would like Store Credit (to waive the 15% restocking fee) or a Refund to your original payment method.

Step 2: Receive Your Label
Our team will review your request within 48 hours. Once approved, we will email you a prepaid shipping label and detailed instructions.

• Note: Please do not send returns using your own label or without prior authorization, as they will not be accepted at our facility.

Step 3: Pack and Ship
Securely place the jewelry in its original box and pouch, including any authenticating certificates. Attach the prepaid label to the outside of the package and drop it off at the designated carrier location.

Step 4: Inspection & Settlement
Once your return arrives at our studio, our quality control team will inspect the item within 2-3 business days.

For Store Credit: Your credit will be issued via email within 3-5 business days.

For Refunds: Your refund (minus the 15% restocking fee and 2-way shipping costs) will be processed back to your original payment method.

We stand behind the quality of every Alya Stone piece. We offer a one-year limited warranty on all jewelry against manufacturing defects in material or workmanship.

• Arrival Defects: If your item arrives damaged or with a visible flaw, please notify us at hello@alyastone.com within 7 days of delivery.
  
• Warranty Claims: For issues that arise during the first year (such as a faulty clasp or a loose setting), email us with your order number, a description, and clear photos. Our team will evaluate your claim within 48 hours.

What is Not Covered

To maintain the integrity of our brand and products, please note that our warranty does not cover:

• Standard Wear & Tear: This includes surface scratches or bent bands from daily use.
  
• Improper Care: Damage caused by exposure to chemicals (perfumes, hairspray, cleaning agents), water (saltwater, chlorine), or excessive force.
  
• Third-Party Alterations: Any modification, resizing, or repair work conducted by a jeweler or third party outside of Alya Stone will void your warranty.
  
• Loss or Theft: We do not provide replacements for lost items or stones.
  

We stand behind the quality of every Alya Stone piece with a one-year limited warranty covering manufacturing defects. If you believe your jewelry has a defect in its material or workmanship, please follow these steps:

1. Prepare Your Information
To help our team evaluate your claim quickly, please gather the following:

• Your Order Number.
• A clear, high-resolution photo or short video of the defect.
• A brief description of the issue and when it occurred.

2. Email Our Team
Send your claim to hello@alyastone.com with the subject line: Warranty Claim - [Your Order Number].

3. Evaluation (48 Hours)
Our production team will review your photos and description within 48 hours to determine if the issue is covered under our warranty.

4. Resolution

• If Approved: We will provide you with a prepaid shipping label to send the item back to our studio. We will then either repair the piece or provide a replacement at no cost to you.
• If Not Covered: If the damage is found to be the result of accidental breakage, improper care, or normal wear and tear, we will provide you with a quote for a professional repair (if possible) and the cost of return shipping.

We ship to the following countries. Please note that we do not ship to PO boxes, parcel lockers, APO, FPO addresses, or freight forwarding companies. If you experience issues completing checkout in your country, please reach out to us at hello@alyastone.com.

North America

• United States (excluding Hawaii and Alaska)
• Canada
  

Europe

• United Kingdom
• Germany
• France
• Italy
• Spain
• Netherlands
• Switzerland
• Belgium
• Ireland
• Norway
• Sweden
• Austria
  

Asia

• Singapore
• Japan
• South Korea
• Hong Kong 
• Thailand 
• Taiwan
• Malaysia
• Cambodia
• Vietnam
  

Oceania

• New Zealand
• Australia 

Every Alya Stone piece is made-to-order just for you. Because we are committed to sustainable, zero-waste production, your jewelry is crafted with intention rather than pulled from a shelf.

1. Production Time
Please allow 10–14 days for our artisans to craft your solid gold piece before it is dispatched.

2. Transit Times (Once Shipped)
Once your piece is ready, the delivery time depends on your location and chosen shipping method:

• Hong Kong & Macau: 1–2 business days (Free for all orders).
• Taiwan: 3–5 business days.
• United States: 2–5 business days (Expedited only).
• UK, Europe, Australia, & Asia-Pacific: Standard Shipping: 7–14 business days. Expedited Shipping: 2–5 business days.

3. Important Note on US Shipments
Due to rapidly changing trade policies, customs delays for US shipments have become unpredictable. While we aim for the 2–5 day window, we currently cannot guarantee a specific delivery date. We appreciate your patience as we work to get your order to you as safely and quickly as possible.

We offer various shipping options and "Free Shipping" thresholds depending on your destination.

• Hong Kong & Macau: We are pleased to offer Free Expedited Shipping on all orders.
• International: We offer free shipping to selected countries (including Japan, Singapore, Malaysia, Thailand, UAE, and more) upon meeting a minimum order requirement.

For a full list of shipping rates, delivery speeds, and free shipping minimums for your specific country, please visit our Shipping Policy Page.

All orders are shipped from our office in Hong Kong where we conduct the final quality control procedure.

No, international orders may be subject to duties and taxes determined by your local customs office. These fees are the responsibility of the customer.

Yes, we create custom jewelry and have collaborated with numerous clients to turn their visions into reality. If you're interested in designing a piece, please email us at hello@alyastone.com for inquiries.

We use lab-grown diamonds and gemstones, along with recycled gold. Our commitment to sustainability ensures that our pieces are not only beautiful but also made to last. By choosing these materials, we promote responsible practices while delivering high-quality jewelry.

Every piece undergoes a thorough quality inspection by our certified gemologists, who examine the diamond's characteristics, setting security, and overall craftsmanship to ensure your jewelry meets our high standards of excellence. We only use diamonds that meet strict criteria for cut, clarity, color, and carat weight. Each diamond 1 carat and above comes with IGI certification documenting its specifications, while smaller accent stones undergo our internal quality verification process using professional grading equipment.

Yes! While we offer carefully curated combinations to prevent decision fatigue, our tailor-made service allows you to specify your preferred:

• Diamond size (carat weight)
• Color grade
• Clarity grade
• Cut specifications

The design fee is complimentary when you proceed with your creation.

We accept major credit cards and PayPal payments.

All transactions are securely processed using advanced encryption, 3D Secure checkout, and fraud detection measures. We are PCI compliant and adhere to global privacy standards to protect your personal and payment information.

The listed price includes both the jewelry setting and gemstones, however but excludes:

• Import duties
• Local taxes
• Future maintenance costs

Estimated duties and taxes will be displayed at checkout and final amounts may vary based on your shipping destination.