At Shai Jewelry & Gifts, every piece is made and packaged with the care it deserves—because we believe jewelry should feel just as special as the person wearing it.

If for any reason your experience is anything less than perfect, we’re here to make it right. Your satisfaction isn’t just important to us—it’s the heart of what we do.

Whether it’s a question, a custom request, or a concern, our customer care team is only a message away.

Because when you shop with Shai Jewelry, you’re not just buying a piece—you’re becoming part of our story.

How long does it take to process my order?

We typically begin to process orders the same day as the purchase is made. As every purchase is made to order, the exact processing times will vary: 

Ordinary Products: 1-3 day processing window.

Personalized Products: 3-7 day processing window.

How long will shipping take?

In general, all shipping timeframes are listed in each product’s description. However, for general reference, please see the information below:

Standard Shipping (U.S.): 5–11 business days

Expedited Shipping (when available) (U.S.): 2–3 business days

We will update all shipping information as needed.

Do you offer tracking information?

Yes! Once your order has shipped, you’ll receive a confirmation email with a tracking link so you can follow your package every step of the way. Additional shipping updates will be sent to you throughout the delivery process to keep you informed until your new jewelry arrives at your doorstep. You can also track your shipment via our dedicated tracking page which can be found on the main menu.

Does Shai Jewelry offer discounts or promotions?

Yes! We love giving our customers special offers. Throughout the year, you’ll find seasonal sales, limited-time discounts, and exclusive deals for our email subscribers and social media followers.

How can I find out about upcoming promotions?

The easiest way is to join our Email List or follow us on Instagram, Facebook and TikTok. We announce flash sales, new collection drops, and discount codes there before anywhere else.

Do you offer first-time customer discounts?

Absolutely. First-time shoppers can enjoy an exclusive 10% off discount code when signing up for our newsletter. It’s our way of saying welcome to the Shai Jewelry family.

Are there bundle or set discounts?

Yes! When you purchase matching sets or multiple pieces from the same collection, you’ll often see a built-in bundle savings at checkout—no coupon needed.

Do you run holiday or seasonal sales?

Definitely. From Mother’s Day to Hanukkah, we celebrate with special offers you won’t want to miss. Tip: popular pieces sell out fast during these events, so shop early.

Can I use more than one promotion at a time?

In most cases, promotions can be combined. However, if there’s ever an exception, we’ll clearly mention it in the deal’s details.

How long do promotions last?

A: Each promotion will have its own end date, which we always post alongside the offer. Some deals are only for a day—so don’t wait too long!

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Q: Where do I enter my discount code?

A: You can enter your promo code at checkout in the “Discount Code” field. Once applied, your savings will be reflected in your order total immediately.

For our complete Return/Refund policy, please refer to the dedicated tab on the main menu.

On what types of items do you accept returns?

As all of our jewelry is made to customer specifications, we do not offer returns or refunds for product issues related to customer error. In the extremely rare event that the incorrect product was sent, or if it arrives damaged, Shai Jewelry will take responsibility and will issue a return, replacement, exchange or refund accordingly.

Who covers the return shipping cost? 

If your purchase has been approved for a return, then we will cover the full shipping cost.

To keep your jewelry looking brilliant for years, it’s important to care for it both during wear and while it’s stored away. The way you store your pieces plays a big role in preserving their condition. Whenever possible, place each item in its own soft-lined compartment or fabric pouch to prevent scratches, tangles, and unwanted contact with other materials. A cool, dry location away from direct sunlight and humidity is ideal, as excess moisture and heat can speed up tarnishing and weaken settings over time.

After wearing your jewelry, take a moment to gently wipe it down with a clean, soft cloth. This simple habit removes natural skin oils, dust, and any residue that can dull the surface over time. When your jewelry needs a more thorough clean, create a mild solution of warm water and a gentle, non-abrasive soap. Allow the piece to soak briefly, then use a soft-bristled brush to clean hard-to-reach details. Always rinse thoroughly with fresh water and dry completely with a soft cloth before storing.

Certain materials, like gold plating or sterling silver, require additional care. Plated jewelry should be kept away from water, perfume, and cleaning products to prevent fading or peeling. Sterling silver is prone to tarnishing, so using anti-tarnish pouches or strips can help maintain its brightness.

Finally, be mindful when wearing jewelry during daily activities. Remove it before exercising, swimming, or handling harsh cleaning products. By combining safe storage, gentle cleaning, and thoughtful wear, you can ensure your favorite pieces remain beautiful, functional, and full of their original charm for years to come.

How can I contact Shai Jewelry?

The easiest way is to email us at support@shaijewelry.com. We typically respond within a few hours (Sun-Fri, 9AM-5PM EST)

Do you offer live chat or phone support?

At the moment, we offer email support so we can give every inquiry the detailed attention it deserves. 

What are your customer service hours?

Our team answers messages Sunday–Friday, 9 AM–5 PM (EST). If you message us outside of these hours, we’ll get back to you as soon as we’re back online.

Can I message you on social media?

Yes! You can reach out to us on Instagram and TikTok via DM. While email is the fastest way to resolve order issues, we love hearing from you on our socials too.

Where can I send questions about my order?

For anything related to your purchase—order status, shipping, or returns—email support@shaijewelry.com with your order number in the subject line for quicker service.

How do I request a custom jewelry design?

Send us an email at custom@shaijewelry.com with your idea, inspiration photos, and any details you’d like included. We’ll get back to you with options, pricing, and timelines.

Can I visit Shai Jewelry in person?

At this time, we operate online only. But we’re always happy to send additional product photos or videos to help you shop confidently from home.

How do I share feedback or a testimonial?

We’d love to hear from you! You can email us directly or tag us on Instagram, Facebook, or Tiktok wearing your new piece. Your feedback helps us grow and sparkle even brighter.

💌 No matter the reason, we’re always here to listen, help, and make sure your Shai Jewelry experience is nothing short of beautiful.