SVANA FAQs

Shipping

Do you ship internationally?

Yes! We ship to most countries worldwide.
When will you ship my order?

Orders will be processed within 1-2 business days of ordering and be shipped the next day after the processing day.

For US orders, it usually takes 2-7 business days to receive the product after we processed the order.

For international deliveries, it could take about 7-15 business days to arrive and would vary per country.

For Personalized/Customized products that are especially made just for you, we start working on your order right away and it typically takes up 2-7 business days to custom make your item. Be sure to note the estimated arrival date on the product page so you can plan accordingly.

*Shipping Estimates

Estimated shipping time frames are calculated based on average shipping times. The timeline estimates are based on business days and do not include weekends and holidays. If your order has not arrived within the estimated shipping time, or you have additional questions regarding shipping, please contact customer@svanadesign.com
What time are deliveries usually made?

Items are delivered depending on the local postal system and are usually during business hours. (Monday to Friday, 9am-5pm)
How much is the shipping fee?

The standard shipping charge is $6.99 to most countries worldwide.
Can I modify my Shipping Address?

Orders are processed as quickly as possible, and therefore, may not be able to be changed once they are placed. If you do need to modify or cancel an order, please reach us out at customer@svanadesign.com as soon as possible or before the order is confirmed.

Order

What happens after you order?

You will receive an order confirmation email which includes a receipt number.

A link to your Order Receipt will show, which includes your order summary and customer information. Once the order is processed and shipped, you will receive another email with your order number and tracking link.
I have a problem with my item, what should I do?

Firstly, we apologize for this inconvenience that this has cause you. Please email us immediately at customer@svanadesign.com with a photo of the damaged item or wrong item received together with your order number. We will replace or reship it for you. Please be advised that replacement should be done within 14 days upon receiving your item and will be subject for approval.
I’m having issues while placing my order, what should I do?

If you are having an issue placing an order on our website, we suggest to do the following:

1. Clear your web browser's history including the cache and cookies and try again.

2. If step 1 didn't work, we strongly suggest using a different web browser. Google Chrome or Mozilla FireFox are recommended.
What payment methods can I use?

We accept the following payment methods:
What should I do if the payment is not accepted?

1. Check to see if your payment method is up to date.

2. Make sure that you have enough money in your account for the purchase.

3. If you're still having issues, contact your bank to see if there's a problem with your account.

4. Try making the purchase again with a different payment method.
How do I cancel my order?

Kindly contact us within 24 hours if you wish to cancel or change your orders. After this window or if the order has been processed, then we cannot make any changes.
Do you offer price adjustments?

This applies for promotions that were not processed upon check out. Kindly send us an email to customer@svanadesign.com including a photo capturing the promotion that was supposed to be included in your purchase. This will only apply to real time orders. Orders that were already processed, made before or after the promotions will not be accepted.
Can I combine my order with another promotion?

Our promotions cannot be stacked, our Buy 2 Get 1 Free offer is only applicable to bracelets of the same design and can't be mixed with other designs.
How can I track my order?

As the receiver it will be your sole responsibility to track your order and submit necessary requirements to the customs or courier otherwise if the order has been tagged as return to sender or unsuccessful delivery due to the receiver not being able to follow-up or have not submitted the necessary requirements or notification to the courier, we are not able to process any refund or replacement for free and you may need to place the order again.

Once your item has been shipped out you will receive an email with the tracking number. Tracking numbers may take up to 48 hours to display movement after the shipping label has been created. Once the item is in transit, depending on its route it will take at least 24 to 48 hours to pass between scans between the pick up and delivery on different hubs.
What happens if I still don't receive my order after 30 days?

Kindly inform us via email so we can help you to further check on your parcel status.

We will resend you a replacement with no additional fees.

Return and Refund

What is the Return and Refund Policy?

If for any reason you are not satisfied, please return the item(s) to us within 30 days upon receiving the item.

Items bought may be returned and/or refunded by the buyer after the product is delivered, subjected to the discretion and approval of the management, given the following conditions:

Exclusions apply to promotional/sale (free) items.
Request(s) for returns are accepted within 30 days from delivery.
All items must be returned in their delivered state, along with all of its parts and tags.
Damaged/defective/wrong items may be exchanged, depending on the sole discretion of the management.
Cancellation of items/orders may be made prior to the completion of orders and the management reserves the right to refuse any cancellation made after shipment of the item(s) and/or after items are already processed.
The return fee will solely be rendered by the buyer
The management reserves the right to refuse any returns/refunds and each case is subjected to the sole discretion of the firm
The company will not be liable for any errors in shipping addresses provided by the customer and will be subject to the item returning back to us before receiving a refund.
Any change of addresses is subject to the management's approval and orders that are shipped/completed are strictly non-editable.
Any reshipment of items done must correspond to the address found in the initial order and cannot be changed nor substituted with another address, design or brand of the item. The management reserves the right to refuse reshipments based on incorrect addresses and are not liable for the inaccuracy of address as provided by the buyer.

All refunds will be credited for the original amount paid, less shipping fees, discounts, except in the case of an incorrect shipment.

How do I return my order?

If you are not happy with your purchase and wish to return an item, please contact us at customer@svanadesign.com within 30 days from receiving your order. Please provide your order number as well as the reason for your return.

Our customer service team will review the return request and will send further instructions if the return is approved. Only items purchased directly from svanadesign.com will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.
How do I exchange items?

We can exchange items provided that it is with equal or of lesser value. Contact our customer service team for further instructions.
When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 15 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do:

Contact the bank/credit card company. It may take some time before a refund is posted to your account.
How long is the return process?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

Product Information

Where do your products come from?

We are in the beautiful city of Fremont, California. It is where we make and ship most of our popular products. We also keep a warehouse in Asia so that our international clients get their deliveries fast.
What is the processing time for my personalized jewelry?

Your order is being prepared especially for you. As personalization takes time, all customized pieces may take 2-7 business days to fully process before shipping. Order process and shipping time will take up to 2-4 weeks depending on your location . If you need to change/add names on your purchased accessory, please email us immediately with the changes to customer@svanadesign.com.

**As a result of enhanced precautionary measures due to COVID-19, some carriers are experiencing extended service delays which could exceed delivery beyond your selected shipping time as well as impact package tracking information.
How do I know what size to buy?

Every product has its own size. Kindly check the description and product details section of the product page before check out.
Does my order come with a card?

While we want all our products to have a card, we have only included it to those that have inscriptions needing more description.

The box is optional to make the price of these quality products affordable for everyone! After the checkout, you would have an option to get the Deluxe package which is perfect for gifting.

Product Care and Instructions

Different skin types, environment and oils can cause jewelry tarnishing. This is a result of oxidation caused by the interaction with certain elements such as oxygen and sulfur as well as with some acids. Some wearers may experience a green mark from this. This is not considered as a defect to the product.
Make sure to protect your jewelry from scratching, chemicals, sunlight and heat or cold. Store your jewelry in a soft linen box or pouch with an anti tarnish strip.
Chlorine in swimming pools can cause damage and erosion on your silver and gold plated jewelry. Do not wear jewelry when swimming. Keep out of contact with sunscreen and other lotions.
Avoid wearing while performing sports activities and while cleaning.