Politique de remboursement

Shipping, Returns & Refunds Policy
Sanaya Jewelry, last updated 28/09/2026

Shipping

Every order is carefully prepared and shipped within 48 hours of payment confirmation.

  • France: delivered by La Poste within 2 to 4 business days after shipping.
  • International : shipped from Bali with our logistics partner POS Indonesia, within 7 to 15 business days depending on the destination.

You'll receive a confirmation email with your tracking number as soon as your order ships.
Delivery times may be slightly longer during collection launches, holidays, or peak periods (e.g. Christmas).

Returns & Exchanges

You have 30 days from receipt of your order to request a return on non-personalized items. For customers residing in the European Union, the legal minimum withdrawal period of 14 days is guaranteed under Directive 2011/83/EU.

No returns are accepted without prior approval. Before sending anything back, contact our team at hello@sanayajewelry.com to receive return instructions. Items must be returned in their original packaging, unworn, and in perfect condition.

Return Conditions

  • Personalized items (engravings, charms, personalized journals and passport covers, etc.): made especially for you, these cannot be returned or exchanged. Only a manufacturing defect can be claimed, within a strict 14-day periodfrom receipt.
  • Earrings: for hygiene reasons, earrings cannot be returned or exchanged.
  • Return shipping costs: fully paid by the customer.
  • Any return sent without prior approval, after the deadline, or containing items that are worn, damaged, or poorly protected during transit will be refused and sent back at the customer's expense.

Defective or Damaged Orders

All claims for defects or damage must include a complete, uncut video of the package being opened, showing the package still sealed and then the item in question. Claims without this video will not be accepted.

  • Order damaged in transit: report within 3 days of receipt.
  • Manufacturing defect: report within 14 days of receipt.

Send your video and order number to hello@sanayajewelry.com. Claims made after these deadlines will not be considered.

If your claim is approved, we will offer a repair, a replacement, or a refund, depending on the item and stock availability.

Refunds

Once your return is received, every item is inspected by our team. A refund is only issued if the item meets all the return conditions above.

  • Timing: approved refunds are processed within 14 days of receiving the returned item, to the original payment method. Depending on your bank, it may take a few additional business days to appear on your account.
  • What is refunded: the price of the returned item(s). Original shipping fees and return shipping costs are non-refundable, except where required by law or in the case of an approved defect.
  • Refused returns: items that do not meet our conditions will not be refunded and will be sent back to you at your expense.
  • Exchanges and store credit: instead of a refund, you can request an exchange for another item or store credit, valid on our online store and in our boutiques.

We do not issue refunds for delays caused by carriers, customs, or incorrect addresses provided at checkout. Any customs duties or import taxes on international orders are the customer's responsibility and are non-refundable.

Contact

For any question about your order, a return, or a refund: hello@sanayajewelry.com