How can I contact LOANYA?

The fastest way to reach our support team is by email:

support@loanya.shop

Please include your order number and a short description of your request so we can assist you as quickly as possible.

How long does customer support take to respond?

Our team usually replies as quickly as possible. During busy periods, response times may take up to 72 hours.

Customer support is handled by email so we can carefully review each request and provide the best possible solution.

I didn’t receive an order confirmation. What should I do?

Please check your inbox and spam or junk folder first. Confirmation emails can sometimes be delayed.

If you entered an incorrect email address, please contact us at support@loanya.shop.

Can I change my shipping address after placing an order?

Address changes are only possible if your order has not yet been processed or shipped.

Please contact us as soon as possible at support@loanya.shop.

Can I cancel my order?

Cancellations are possible before production or shipping begins.

Personalized items cannot be canceled once production has started, as each piece is individually handcrafted especially for you.

Can I change the personalization after ordering?

If production has not started yet, we’ll do our best to update your personalization details.

Please contact us immediately with your order number and the requested change.

How long does shipping take?

Once your order has been shipped, delivery typically takes 4–8 business days, depending on your location.

How long does personalized jewelry take to make?

Personalized jewelry is handcrafted with great care. Depending on the product, the crafting process typically takes 2–8 business days before your order is ready to ship.

How can I track my order?

Once your order has shipped, you’ll receive a shipping confirmation with tracking information by email.

Do you offer free shipping?

Yes, we offer free standard shipping on all orders.

Will I have to pay customs or import fees?

Orders shipped to the United States, European Union, and the United Kingdom are delivered without additional customs duties or import fees.

For other countries, customs duties, taxes, or import charges may apply depending on local regulations.

Can I return my order?

Eligible items may be returned within 14 days of delivery.

Please see our Return & Refund Policy for full details.

Can I return personalized jewelry?

Personalized and custom-made jewelry cannot be returned or refunded once production has begun.

If your personalized item arrives damaged, defective, or does not match your order, we’ll carefully review your case and, where appropriate, provide a complimentary repair or replacement.

When will I receive my refund?

Once your return has been received and inspected, your refund will usually be processed within 1–2 business days.

Refunds are issued to the original payment method.

What should I check before placing a personalized order?

Please carefully review all names, initials, engravings, photos, drawings, and personalization details before placing your order.

Personalized items are produced exactly as submitted, including spelling and capitalization, unless otherwise stated in the product description.

Can I request a custom design?

Yes. For special requests, please contact us at support@loanya.shop.

Our team will review your request and let you know if it’s possible.

Can you create jewelry from a photo or drawing?

Many LOANYA pieces can be personalized with names, initials, engravings, photos, or drawings depending on the product.

Please check the product page for the available personalization options.

What materials are used?

Our jewelry is made from high-quality materials such as 316L stainless steel, 18K gold plating, rose gold plating, and selected sterling silver pieces.

Please refer to the individual product description for the exact material details.

Is LOANYA jewelry nickel-free?

Yes, our jewelry is made from high-quality nickel-free materials.

Is your jewelry waterproof?

Many LOANYA pieces are designed to be water-resistant and suitable for everyday wear.

To keep your jewelry beautiful for as long as possible, we recommend avoiding harsh chemicals, perfumes, and cleaning products.

Can there be differences from the product photos?

Yes, slight variations may occur due to lighting, screen settings, photography, or the handcrafted nature of personalized jewelry.

These small differences make each piece unique and do not affect the quality of your jewelry.

How should I care for my jewelry?

Store your jewelry in a dry place and clean it gently with a soft cloth.

Avoid direct contact with perfumes, lotions, chlorine, and strong cleaning products.

What should I do if my item is damaged or incorrect?

We’re sorry if something went wrong — our support team will help you quickly.

Please contact us at support@loanya.shop and include:

• Your order number
• A short description of the issue
• Clear photos of the item
• A photo of the packaging, if the package arrived damaged

What happens if my personalized item has a production issue?

If your personalized jewelry arrives damaged, defective, or does not match the personalization you ordered, we’ll carefully review your case.

Where appropriate, we’ll provide a complimentary repair or replacement at no additional cost.

How can I unsubscribe from emails?

You can unsubscribe anytime by clicking the “unsubscribe” link at the bottom of any marketing email.

If you need help, contact us at support@loanya.shop.

Can I use more than one discount code?

Unless otherwise stated, only one discount code can be used per order.

Can a discount be applied after I placed my order?

Discounts usually cannot be applied retroactively to completed purchases.