FAQ
Please refer to our Customer Service Page to see if we have provided the answers to your questions!
General:
Q: I received my order and the piece looks slightly different from the picture on the website. Why is that?
A: Each piece is made by hand, and so similar items may vary slightly. We consider these variations to be a part of the value and the design of our fine handcrafted products.
Q: How do I care for my jewelry?
A: Please refer to our Care and Cleaning page.
Q: How should I choose the right length for a necklace?
A: Generally, a 16″ necklace is considered a choker. An 18″ necklace generally rests at the top of the breastbone. A 20″ necklace rests at the top of the bustline.
Q: How heavy are the earrings?
A: Our earrings are designed to be lightweight and comfortable to wear for hours on end. We often hear from our customers that they never feel strain or pain from our designs.
Materials:
Q: What material do you use in the gold-tone pieces?
A: All of the gold findings (ear wire, chains, clasps etc.) are 14K gold filled. All the square and rectangle components are 18K gold plate over brass. Gold rings and studs earrings are 18K plate over sterling silver.
Q: What material do you use in the silver pieces?
A: All of the silver findings (ear wires, chains, clasps, and others) and the solid square and rectangle components are sterling silver (.925). The open square and rectangle components are Silver plated over brass. Rings and studs earrings are sterling silver.
Q: What material do you use in the rose gold pieces?
A: The rose gold components are 14K rose gold plate over brass. The rose gold rings and studs are plated over sterling silver.
Q: What is the black metal used in the Black & Gold collection?
A: All of the black findings, chains, rings and studs earrings are Gunmetal plated over sterling silver. The black components are Gunmetal plated over brass.
Q: What is “gold fill”?
A: In the “Gold fill” method, a thin foil of gold is bonded by heat and pressure to a core of brass. For gold-filled wire, the gold foil surrounds a brass wire core. Gold-filled sheet metal may be gold clad on either one or both sides. The gold becomes a durable layer that will last for many years under proper conditions in which the metal does not encounter heavy wear or chemical contamination. The layer of gold must be 1/20th or 5% of the total weight of the metal. A quality mark of 14/20 GF means that 5% of the metal is 14 karat gold. This provides the look and feel of karat gold at a fraction of the price.
Q: What is “gold plated”?
A: Gold plating is an electrical process. A piece of base metal, normally brass, is submerged in a plating solution and then an electric current is passed through both the solution and the item being plated. There are many different solutions depending on the amount and color of gold to be plated. This process moves individual atoms of gold out of the solution and onto the item being plated. The process evenly deposits the gold plate a few molecules thick over the entire object.
Q: Is there any nickel in this material?
A: Shaya cannot guarantee that there is no nickel in the materials used, so please use your own best judgment in making your selection.
Q: Where do you get your materials?
A: It is extremely important to us to support local businesses, and so we source as much of our supplies in New York City as possible. In fact, all of Shaya’s current suppliers are based in Manhattan.
Q: Where do you get the plating done?
A: Shaya works with one of the leading companies in the plating industry in Rhode Island.
Shipping:
Q: How long does it take for an order to be shipped?
A: We will ship pieces in stock within 48 hours. Orders placed over the weekend will be shipped on Monday. If we have to make the piece for the order, it may take up to 3 weeks.
Q: How long does it take to receive an order?
A: Once the order is shipped, it usually takes 3 days or less to arrive. However, we have had experiences with the USPS where it has taken up to 14 days. We will email you your tracking number as soon as we ship out the order so that you can check the status online at www.usps.com.
Q: It has been over 2 weeks and I still didn’t receive my order. Should I be concerned?
A: First go to www.usps.com to check on the status of your order. If the information is not satisfactory, please email us immediately, and we will investigate.
Q: I received my order, but the piece got damaged on transit. What should I do?
A: You must email Shaya with in 48 hours for further instructions. Make sure you keep the original packaging. Please see our Customer Service page for details.
Adjustments/ repairs:
Q: I bought a piece of jewelry and realized it needs to be adjusted. What should I do?
A: You may not have included instructions during check out. Please email Shaya immediately. If you already received an email with your tracking number, your order is already on its way. Please email Shaya for further instructions.
Q: I bought a piece of jewelry, and it broke. What should I do?
A: We are happy to repair our pieces free of charge for the first 12 months unless there are extra materials involved. Please email Shaya for further instructions.
Q: I lost an earring. Can I order just a single replacement earring?
A: Because each earring is individually made by hand, it is a challenge to replace a lost earring with an identical one. Therefore, our policy is that you can send us back the single earring, pay for just one and get an entirely new pair! Please email Shaya for further instructions.
