Frequently Asked Questions

We know that buying a gift for someone you love comes with a little anxiety — will it arrive on time, will it look as good as the photos, what if it isn't right. Here are honest answers to the questions our customers ask most. If yours isn't here, just email us.

Ordering & Gifting

What exactly comes in the package?

Every order arrives ready to give: your jewelry piece, its message card, a gift box, and a soft pouch. Nothing extra to buy, nothing to wrap yourself. You can hand it over exactly as it arrives.

Is the message card included, and what does it say?

Yes — the message card is included with every piece, and it's the heart of the gift. The exact wording is shown on each product page, so you know precisely what she will read before you order.

Can I add my own note?

Yes. There is a gift note field in your cart at checkout. Write what you'd like to say and we'll include it with your order.

Will she see the price?

No. We never include an invoice, receipt, or price anywhere in the package. It is safe to ship directly to the person receiving it.

Can I ship the gift straight to her?

Absolutely, and many of our customers do. Just enter her address as the shipping address at checkout and yours as the billing address.

Do you gift wrap?

Every order comes in its gift box and pouch, ready to present as it is. We don't offer separate wrapping paper on top of that.

Can I change or cancel my order?

Yes, if you're quick. Email hello@everaya.com with your order number as soon as possible. If your order hasn't been packed yet — usually within 24 hours — we'll change or cancel it free of charge. Once it has shipped, it has to be handled as a return.

I entered the wrong address. What now?

Email us immediately at hello@everaya.com. If your order hasn't been packed, we'll correct it at no cost. Once it has shipped, we can't redirect it — the parcel would need to come back to us before we could resend it.

Shipping & Delivery

How much is shipping?

Standard shipping is free on every order to the United States and Canada — no minimum, no shipping line added at checkout. If you are in the United States and want a tighter delivery window, express shipping is available at checkout for $11.99.

How long will it take?

All business days. Canadian orders cross an international border and clear customs, which is why they take longer. These are honest estimates, not guarantees — weather, customs, and holiday volume can all add time.

Is express shipping worth it?

Honestly, it depends on why you're buying. Both methods share the same 1–3 day processing window, so an express order will not always arrive sooner than a standard one. What express does is narrow the range: your parcel arrives within 7 business days instead of up to 10.

If you have a date to hit, that tighter window is worth $11.99. If you are ordering well ahead of the occasion, standard shipping will very likely get there just as soon, for free.

Is express shipping available in Canada?

Not at the moment. Canadian orders ship standard, with free shipping, and arrive in 6–15 business days. Because Canadian parcels clear customs, transit time is harder to compress, so we would rather not charge for a speed we cannot reliably deliver.

Why does processing take a few days?

Because each order is put together by hand. When your order arrives, we print your message card here in the United States, then pair it with your jewelry, box, and pouch and pack it all in our Florida facility. It's a few extra days that show up in what you unwrap. This applies to express orders too.

My gift is for a specific date. How early should I order?

Please order at least three weeks ahead for the United States and four weeks ahead for Canada. That leaves room for processing, transit, and customs. If your occasion is sooner than that, email hello@everaya.com before you order — we'll tell you honestly whether it can make it, with either shipping method.

Will I get tracking?

Yes, by email as soon as your order ships. Allow up to 48 hours for it to start updating. On international orders, tracking can go quiet for a few days while the parcel is in transit or clearing customs — that's normal and doesn't mean it's lost.

Do you ship to P.O. boxes?

Unfortunately not. We also can't ship to APO/FPO addresses or freight forwarders. Please use a street address where someone can receive the parcel.

Customs & Taxes (Canadian Orders)

Will I pay customs or duties on a Canadian order?

Possibly, yes — and we want you to know before you order, not after. Your parcel ships from the United States, so Canadian import duties, GST/HST, and any carrier brokerage fee may apply. These charges are set by the Canada Border Services Agency, not by us, and the carrier normally collects them at or before delivery.

Why don't you just include them in the price?

Because these charges vary by province and by order value, we can't calculate them accurately in advance. Rather than guess and overcharge you, we keep our prices lower and are upfront that a customs charge may come separately.

What happens if I refuse to pay the customs charge?

The parcel will be returned or destroyed by the carrier, and unfortunately we aren't able to refund an order lost that way. If you're unsure about the charge, contact us before refusing and we'll help you sort it out.

Do U.S. orders have customs charges?

No. U.S. orders ship domestically from Florida, so there are no duties. Applicable state sales tax is calculated and shown at checkout.

Our Jewelry

What is the jewelry made of?

The exact materials, finish, chain length, and pendant dimensions are listed on every product page. We list them precisely because we would rather you know exactly what you're buying than be surprised by it.

Where is it made?

Our jewelry is manufactured in China. Message cards are printed in the United States, and every order is hand-packed in our Florida facility. We'd rather tell you plainly than dress it up.

Will it look like the photos?

That's our standard. We photograph what you'll actually receive rather than an idealised version, because a gift that disappoints on opening helps nobody. Screens do show colour slightly differently, and because pieces are packed by hand there can be tiny natural variation.

How do I care for it?

Keep it away from perfume, lotion, chlorine, and water where you can, take it off before showering or swimming, and store it in its pouch when not worn. Wipe it gently with a soft dry cloth. Treated this way, it stays looking its best far longer.

Are your reviews real?

Every one. Our reviews come from verified customers of these exact products, and where a review was originally left on another sales channel, we say so. We don't publish invented reviews, purchased ratings, or fake countdown timers. If a product has no reviews yet, we show none rather than making them up.

Returns & Exchanges

What is your return policy?

You have 14 days from delivery to request a return. The item needs to be unworn and unused, with its original gift box, pouch, and message card.

Who pays for return shipping?

Return shipping is paid by the customer, and we recommend using a tracked service — until a return reaches us it's still your parcel. The one exception is when something is our fault: if an item arrives damaged, faulty, or isn't what you ordered, we cover everything.

My order arrived damaged. What do I do?

Email hello@everaya.com within 48 hours of delivery with photos of both the item and the packaging. We need the photos to file a claim with the carrier, so please keep the packaging. We'll then send a replacement or refund you in full, whichever you prefer, entirely at our cost.

Can I exchange instead of returning?

Yes, within the same 14 days and subject to availability. You cover the shipping to send the original piece back, and we ship the replacement to you free. If the new piece costs more or less, we settle the difference before shipping.

How do I start a return?

Email hello@everaya.com with the subject line "Return Request", your order number, and the reason. We reply within 1–2 business days with instructions. Please don't ship anything back before contacting us - unannounced returns can't be accepted.

When will I get my refund?

Once your return arrives and passes inspection, we email you to confirm and issue the refund to your original payment method within 5–10 business days. Your bank may take a little longer to show it.

I bought early for a holiday. Does the return window extend?

No - the 14 days run from delivery, including during holiday seasons. We'd rather tell you that clearly upfront than surprise you in January. If you're buying well in advance, it's worth opening the box to check the piece when it arrives, then re-boxing it for the occasion.

Getting Help

How do I reach a real person?

Email hello@everaya.com. We reply within 1–2 business days, and a person reads every message.

What's the fastest way to get help with an order?

Include your order number in the first message, and a photo if it's a damage or quality question. That usually lets us resolve it in a single reply instead of three.