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Frequently asked questions

PRODUCTION & SHIPPING

Everything is handcrafted, made to order by our talented team of jewelry makers.  Standard production time is 2-5 business days depending on the item ordered and how busy we are.  During peak shopping periods our order volume increases and the production time may change. You can find our current production time on the product detail page of each listing, at checkout, or on our Shipping & Production page.

*NOTE: production time is in addition to shipping transit time.

Once your order has been made, it will ship via USPS(unless selected otherwise) and the service level selected.  A shipping notification with tracking will be emailed. If you don’t see it in your Inbox, please check your spam or junk folder first, then reach out to Customer Care, customercare@leila.com

Domestic orders are shipped via USPS First Class Mail and normally take 2-5 postal days for delivery depending on where you are located.  We also offer faster shipping methods at checkout.  All shipping transit times are estimates and NOT guaranteed by LEILA or USPS.

*NOTE: shipping transit time is in addition to our production time

For more shipping details and to see the different shipping options available, please refer to our Shipping & Production page.

If your order has not been shipped yet, we will gladly change the shipping address. Please email us at weborders@leila.com with your name, order number, and requested new shipping address. 

Orders cannot be re-routed to a different address once they have shipped.

Yes, we ship internationally via USPS First Class International.  Please see our Shipping & Production page for more details about international shipping and possible customs or duty fees.

If your package tracking shows “delivered” but you have not received it, we recommend you speak with the mail person who delivers your mail.  We are not responsible for lost or stolen packages.

ORDERS

We only accept order changes up to 12 hours after your order was placed.  Please email weborders@leila.com with your name, order number, and what change you are requesting. We will reply back confirming or with any questions we may have.

Your order can be cancelled up to 12 hours after it was placed at no charge.  After that, your order has been processed and there will be a $10 cancellation fee that will be deducted from your refund.  Orders already started in production cannot be cancelled.

Please email weborders@leila.com with your name, order number and request for cancellation.  You
will receive a reply back confirming the cancellation.



Your order will come packaged in a gorgeous LEILA jewelry box.  Orders are packed with multiple pieces in a box unless individual boxes are requested.

Sorry, we are unable to add to an existing order.  A new order would need to be placed.

Only one discount code can be used for an order.  Coupon codes cannot be used for items already on sale.

PERSONALIZATION

Yes, we can engrave on the back of each bar, disc, or tag and charge an additional $12 per piece for 2nd side engravings. Please note for discs, they are not made to be worn reversible, the backside engraving is just to capture the special personalization.

Each piece will have an approximate character limit, but it also depends on the font style chosen and which letters or symbols are requested.  If needed, we can sometimes scale down the sizing of the letters or symbols to fit on your preferred bar or disc size.  If you are wondering whether an engraving
will fit or not, please email customercare@leila.com.

We don’t add any coloring to the engraving.  Engravings on the 14k gold fill are a dark brown and on sterling silver a dark gray, both blend
nicely with the respective metal color.

Unlike old traditional engraved jewelry, our engravings are very deep into the metal and will not wear off over time.  Some script fonts are much thinner and not very bold, but are still engraved just as deep.

JEWELRY

We use a quality 14k gold fill and .925 sterling silver.  For more details about these metals, please
go to our Jewelry Care page.

There in NO NICKEL in any of our products.  All
bars, discs, chains and findings are nickel free.

Yes, you can where gold filled and sterling silver products in the shower.  Water will not hurt your jewelry, but exposure to certain elements or chemicals will wear it down quicker.

Please visit our Jewelry Care & Materials page for more details.

You can use warm water and a mild hand/dish soap to clean your jewelry.  Just soak it for a little bit, hand rub, then completely dry with a soft cloth.

When not wearing your jewelry, its best to store it in a zip-lock type bag and out of the sun.  For more details on how to clean and keep your jewelry looking its best, please visit our Jewelry Care page.

RETURNS & EXCHANGES

We accept returns on all non-personalized or non-engraved items. Items must be unworn and returned in the original packaging and shipping is the customer’s responsibility.

For more details on our return policies and how to start a return, please visit our Returns & Exchanges page.

If your item qualifies for a return, it will be processed and refunded within 3-5 days of receiving the item back.  Once processed, please allow 5-7 days for the funds to be credited back to your original form of payment used.

We currently do not accept exchanges for a different item as everything is made to order.


If you ordered an incorrect chain length we have a couple options. 

We sell extender chains that add length and make them adjustable or you can send the item back to be re-worked to a new length.  Depending on item, a small re-work fee may apply and customer is responsible for shipping charges.

If you choose to have the item re-worked, it must be unworn and sent back within 14 days of receipt.  Please visit our Returns & Exchanges page for more details.