How can we help?

FAQ

Commonly asked questions

Where is my order?

You can always track your order through the provided tracking number if your order has already shipped. Please check your email for shipping confirmation. All orders are put together by our assembly team at our South Florida studio. Our current assembly time is 5-7 business plus shipping times that are given by the carrier at checkout. If during the 5-7 business days post purchase, you see your item as 'pre-shipment' in Boca Raton that means we have printed your shipping label but the item is still being assembled. Also, a reminder that we do not have any extra insight to USPS and cannot control if a package is delayed or remains in a sorting center for an extended period of time.

My tracking says my order was delivered but it’s not here.

If the tracking number says your package was delivered but you cannot find it, it could be a few reasons.

Sometimes USPS marks as delivered but it's still in the truck, they may have mistakenly delivered to your neighbors, or worst case scenario it may have been victim to theft. Because we aren't delivering the packages ourselves, the best thing to do is to contact your local post office. If it does show up in next 5 business days, please let us know by emailing customerservice@katiadesigns.com

Do you offer custom pieces or messages?

Unfortunately, we cannot accommodate custom orders. 

My item/clasp broke, what do I do?

We believe in our product 100% and want to make sure that you are fully satisfied. Unfortunately, these things do happen and we will do everything to make it right for you. Please email customerservice@katiadesigns.comand someone will get back to you during business hours.

What if I need to change my order after its been placed?

We are so grateful for your order. Please make sure to review it carefully before it is submitted as as it cannot be modified. No changes can be made once your order is placed. Double + triple check that all details are correct.

Can I cancel my order?

We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time.

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund.

What are your customer service hours?

Our customer service hours are between the hours of 9 AM and 5 PM EST Monday through Friday. If you email outside of those hours, please expect a response on the next business day. We also observe all major US holidays.

Shipping, Returns & Exchanges

What is your shipping policy?

Free shipping over $75 applies to US orders only.

Please allow a processing time of 5-7 business days for your order to ship in addition to the shipping times provided by the carrier at checkout. 

We do not take responsibility for packages that are delivered to the wrong given address. It is your responsibility to check that your shipping address is correct when your order is placed. If it isn't, please email us right away so we can fix it BEFORE it ships.

How long does it take to get my items?

Our jewelry is often made to order and our items ship out from South Florida. Please allow 5-7 business days for your order to ship on top of the estimated shipping times provided at checkout by the carrier.

Do you ship internationally?

We currently offer international shipping to the following countries: Canada, Australia, United Kingdom, and Mexico. 

Shipping charges for your order will be calculated and displayed at checkout. Shipping times may vary depending on options available but will also be displayed at checkout. Allow 2-4 weeks for delivery. 

Your order may be subject to import duties and taxes (including VAT), which are the responsibility of the purchaser upon delivery (if applicable).

What is your return/exchange policy?

Start your return or exchange here

For non-US returns or exchanges, please reach out to returns@katiadesigns.com.

If you are not in love with your Katia Designs piece, you may return your item up to 14 days after the delivery date. Item(s) must be in original condition. After 14 days, the sale is considered final and any requests for returns or exchanges will be denied.

Note: Any purchase made between 11/1/22-12/31/22 may be EXCHANGED for an item of equal or greater value up to 1/31/22. The customer is responsible for additional costs for an item that is of greater value. 

You are responsible for return shipping costs and returns must be postmarked prior to the 14-day return window. If you exchange an item, return shipping costs will be covered by Katia Designs.

Please note that due to their limited availability, any of our Limited Edition items are excluded from our exchange program. 

Mail Returns/Exchanges to Katia Designs, 5499 North Federal Highway, Suite H, Boca Raton Florida 33487, United States

If you believe your item(s) to be defective, please contact our returns department immediately upon receiving your item at returns@katiadesigns.com. Failure to report defects immediately upon delivery may result in Katia Designs denying your return or issuing store credit only.

How do I start a return or exchange?

Visit our returns center here

For non-US returns & exchanges please contact returns@katiadesigns.com.

Enter your order number and email address to start.

Follow the instructions and select the items you want to return or exchange. For refunds, please note that would will need to mail the item(s) back yourself to the mailing address provided. If you choose to exchange, Katia Designs will cover the cost of return shipping.

Once your request is approved, you will get a confirmation email with shipping guidelines.

Questions? Email the return department at returns@katiadesigns.com

What happens if my package is lost or stolen?

Katia Designs is not responsible for lost or stolen packages. Once the tracking information indicates "Delivered” Katia Designs not responsible for stolen or missing mail.  Please contact USPS (your local post office) with questions regarding shipment tracking. 

Payments

What payment methods do your accept?

We accept Visa, MasterCard, American Express, GooglePay, FacebookPay, PayPal, ShopPay, and Katia Designs gift cards.  We cannot change a payment method once your order is placed.

Do you offer ShopPay Installments?

Yes!

When you are checking out, if you want to utilize their installment plan, please make sure to choose the 'Pay in Installments' option as ShopPay also has a pay in full option.

ShopPay has a minimum order requirement of $50. Once your order is placed using ShopPay, we are not responsible for your payment agreement.

Rates from 0% APR or 10-30% APR. Payment options through Shop Pay Installments are subject to an eligibility check and are provided by these lending partners: [affirm.com/lenders](http://affirm.com/lenders).

Options depend on your purchase amount, and a down payment may be required. State notices to consumers [affirm.com/licenses](http://www.affirm.com/licenses).

Rewards program

Is your rewards program free?

Yes!

The program is completely free and comes with a ton of perks! When you purchase, you'll earn points right away but you'll need to register to get any of the sign on bonus points and birthday points. We also have bonus points events where you can earn 2x, 3x and maybe 4x points!

How do I earn free jewelry?

Simple - everytime you purchase from Katia Designs as a Katia Rewards member you earn 5 points for every dollar spent. Those points can be redeemed for a coupon code that you can use next purchase. You can also bank your points and save them until you can redeem for an amount that gets you a free necklace or bracelet.

Can I use my rewards points and a coupon code?

Unfortunately, no. You can only redeem one or the other because when you redeem your points, you are issued a code to apply at checkout and the site only supports one code at a time.

Our coupon codes or special promotions expire plus we only have them once in a while so we always suggest using the current promo and saving your rewards points for another purchase.

Get in touch

Have questions about your order, or a general inquiry?