We do our best to ensure the timely delivery of all orders. Orders are typically processed and shipped within 1-2 business days. Delivery within the US can take anywhere between 1-10 business days once the order has shipped, depending on the shipping method selected. Please note that holidays and sales may delay this process as we do our best to fulfill higher order volumes.
For expected delivery times, please visit our shipping page.
How can I track my order?
Once your order is packed and ready to ship, you’ll receive a tracking number via email so you can keep an eye on its activity while it makes its way to you.
Do you have a warranty?
Yes! All of our products have a 1-year warranty from the date of purchase. We'll take care of your product if any damage to the material or the workmanship of the jewelry occurs. We work with top manufacturers, and we’re confident in the quality of our products. The warranty does not cover lost items, scratches that come with normal wear and tear (like a bent ring or broken chain), improper use or storage of your product, and any modification to your product done by a third party outside of Guava n Gold.
Important
1. If your warranty submission is approved, you will receive a replacement of the same item or, if unavailable, a store credit equivalent to the purchase price. Refunds will not be issued for warranty claims.
2. In order for us to continue improving, we require any defective piece to be sent back to us for inspection and quality auditing.
3. Products worked on by outside jewelers voids any potential for replacement (should a defect develop due to their work). This includes resizing or any type of repair work
What is your return policy?
Please see the return guidelines listed below to see if purchased items are eligible for a return. We offer free 30-day returns for all customers in the US. The return window starts from the day the shipment is delivered.
To qualify for a return:
Items must be in their original condition without signs of wear or damage
Items returned by mail must be in all original packaging (tags, box, and pouch included)
No individual item of a set can be returned for refund, store credit and/or size exchange, and must be returned as a complete set.
All below items are non-returnable:
Engraved and monogrammed products
How do I return my order?
Eligible items may be returned for refund or exchange within 30 days of purchase. To initiate a return please email us at hello@guavangold.com with your order number in the subject line and the reason for the return in the body of the email. We will provide you with a return label.
Can I get a refund for my return?
Yes, eligible returns may be processed for a refund, exchange, or store credit.
How can I exchange sizes/colors of an item? Can I exchange for a different item?
We offer same-item exchanges, as well as exchanges for a new item. Simply email us at hello@guavangold.com to initiate the return/exchange and the size/color you’d like to exchange for, and your exchange item will be reserved as soon as the return request is submitted. Your exchange will ship once we process the return. Please note that if the exchange is not shipped back within 7 days, the exchange will be canceled and we will revert the return to refund (if shipped back within 30 days). Price variation may occur if the product is sold by weight.
If you are in a time crunch and need a faster turnaround, we recommend returning for a refund and placing a new order separately for the new items.
Do you ship internationally?
Yes! International shipping fees are calculated at checkout based on package size and delivery location. Please note that all packages are shipped with duties, taxes, customs, and/or brokerage fees unpaid. Guava n Gold cannot currently determine what these charges may be. Please contact your local customs office regarding your country's customs policies.
Customers may be charged duties, taxes, customs, and/or brokerages fees on their international orders at the time of delivery in the local currency. Customers will be responsible for all duties, taxes, customs and/or brokerage fees.
What shipping carriers do you use?
We ship with USPS, UPS and FedEX. You will have the option at checkout of any shipping rates that are available to you. In the case of free shipping, the shipping option of the lowest price will be used.
Will my package require a signature?
Most of our packages do not require a signature. However, we may require a signature due to value or at the discretion of our Risk Management team. Signature Requirements are nonwaivable.
How can I cancel or make a change to my order?
Please email us at hello@guavangold.com with your order number and what change you would like to make. We will do our best to accommodate. Please note that cancellations/changes to an order may not be made once an order has been shipped.
I forgot to use my discount code at checkout. Can it still be applied?
Please contact us at hello@guavangold.com within 24 hours of placing your order and we'll be happy to help.
What if my package is lost or stolen?
In the unfortunate event you are not able to locate a package that has been marked delivered by the courier, please contact us at hello@guavangold.com for assistance
I received a damaged/defective item. What should I do?
We're so sorry! Please email us at hello@guavangold.com with a photo of the damage/defect immediately.
How to care for my jewelry?
The more intentional you are about caring for your jewelry, the longer it will last. Remove your jewelry before doing any activity that risks physical damage.
When not being worn, store in a safe, dry place to protect against the elements of daily exposure. Store pieces separately to avoid damage. Ensure pieces are completely dry before storing.
Proactive maintenance is the easiest way to care for your jewelry. Regularly cleaning your pieces helps to avoid the residue buildup that can dull the original shine. Go to our Materials and Care page to learn how to properly care for your jewelry.
How do I use my polishing cloth?
To keep your piece looking its best, gently rub the surface with the polishing cloth. It is normal to see dark residue on the cloth, it’s a sign that it is working! Never wash the polishing cloth as it will lose its effectiveness. Always wash your hands after using the polishing cloth. Keep out of reach of children.
