FAQ

Jewelry Materials & Features

  1. What materials are Kaya and Olivia's jewelry made of? Our jewelry is made of high-quality stainless steel, resistant to rust and corrosion. Each piece is coated for added shine and durability, ensuring it stays beautiful for a long time.

  2. Is the jewelry waterproof? Yes, all our pieces are water-resistant. You can wear them in the shower, while swimming, or even at the gym without worrying about damage.

  3. Is Kaya and Olivia jewelry hypoallergenic? Yes, all our jewelry is hypoallergenic, making it safe for sensitive skin or those with allergies to common metals.

  4. Can the jewelry rust or corrode? Our jewelry is made from stainless steel, which is naturally resistant to rust and corrosion. Each piece also has a protective coating for enhanced durability.

  5. Will the jewelry lose its shine over time? Our pieces are coated to maintain long-lasting shine. With proper care—such as avoiding harsh chemicals and regularly cleaning with a soft cloth—their brilliance can last even longer.

  6. Is the jewelry suitable for all ages? Yes, our pieces are designed to be versatile and suitable for all ages, from younger to older clients. We offer a wide range of styles for all tastes and preferences.

Orders & Payments

  1. How can I place an order at Kaya and Olivia? Placing an order on our website is quick and easy. Browse our collection, add your favorite items to your cart, and follow the instructions at checkout.

  2. Is it safe to shop on the Kaya and Olivia website? Yes, customer security is our top priority. We use SSL encryption technology to protect all transactions and ensure your personal and payment data is safe.

  3. Which payment methods are accepted? We accept various payment methods including credit cards (Visa, MasterCard, American Express),and PayPal, All transactions are processed securely.

  4. How do I know if my payment went through successfully? After completing your order, you’ll receive a confirmation email with your order and payment details. If you don’t receive it, check your spam folder or contact us.

  5. Can I change or cancel my order after it's confirmed? Yes, you can request changes or cancellations before your order is shipped. Email us promptly at hello@kaya-and-olivia.com with your order number, and we’ll do our best to help.

  6. How do I know if my order has been shipped? You’ll receive an email notification once your order is dispatched, including a tracking number and a link to follow your delivery in real-time.

  7. What should I do if there’s an issue with my order? If you notice any issue—like a missing or damaged item—please contact us immediately. We're here to resolve any problems and ensure your satisfaction.

  8. Can I place an order as a gift? Yes, you can order jewelry as a gift! At checkout, you can add a gift message and select special packaging. We do not include prices in the packaging to preserve the surprise.

  9. Is there a minimum or maximum order amount? There’s no minimum order. We offer free shipping for orders above a certain value. Please check our shipping policy page for more details.

  10. What happens if my payment is declined? If your payment is not approved, double-check your information or contact your bank or payment provider. You can also try a different method or contact us for help.

  11. Are my payment details stored for future purchases? To ensure your safety, we do not store payment details on our site. However, you may choose to save them with your secure payment provider (like PayPal) for faster checkout.

Returns & Exchanges

  1. Can I return my order? Yes. We accept returns within 14 days of receiving your order, as long as the items are new, unused, and in their original packaging.

⚠️ For hygiene reasons, we do not accept returns on earrings.

  1. How do I make a return? Email hello@kaya-and-olivia.com with: • Your order number • Name of the item to return • Reason for return (optional) You will receive the return steps and shipping address.

  2. Who covers return shipping costs? Return shipping is the customer’s responsibility, except in cases of our error (e.g., wrong or defective item).

  3. Can I exchange an item? We do not offer direct exchanges. However, you may return the item and receive a credit voucher for a future purchase.

  4. How long does it take to get a refund or credit? Once we receive and inspect your return, the refund or voucher will be issued within 5 business days. • Refunds are made via the original payment method. • Vouchers are valid for 6 months.

  5. What if my item is defective? We’re sorry! Please email hello@kaya-and-olivia.com with: • Your order number • Problem description • Photos of the item Our team will prioritize your case.

Jewelry Care & Maintenance

  1. How should I care for my Kaya and Olivia jewelry? Although our jewelry is durable, we recommend avoiding prolonged contact with chemicals like perfumes or lotions to preserve shine and coating quality.

  2. Can I wear the jewelry in the pool or sea? Yes, our pieces are water-resistant and can be worn in the pool or sea. We recommend rinsing them with fresh water afterward to maintain their appearance.

  3. How should I store my jewelry when not in use? Store your jewelry separately, especially delicate pieces, to avoid tangling or scratching.

  4. How can I clean my Kaya and Olivia jewelry? Use a microfiber or soft cloth. Avoid harsh or abrasive cleaners that could damage the protective coating.

  5. Can I use jewelry cleaners on stainless steel? Although durable, we advise against using chemical-heavy cleaners. Instead, use warm water and mild soap, then dry thoroughly with a soft cloth.

  6. How should I transport my jewelry when traveling? Use a travel jewelry case with separate compartments or keep pieces in their original boxes to prevent damage or tangling.

Shipping

  1. Where do you ship to? We ship to Portugal, the EU, and select international countries. Availability is shown at checkout.

  2. What are the shipping costs? Shipping costs depend on destination and order value: • Portugal: Free shipping on orders over €39.99 • EU: Variable rates based on country—shown at checkout • Other countries: Costs and availability are displayed at checkout

  3. How long does delivery take? Estimated delivery times: • Portugal: 1–3 business days • EU: 3–7 business days • Other countries: 5–10 business days
    Note: Delivery times are estimates and may vary due to external factors.

  4. How can I track my order? You’ll receive a tracking number and link via email once your order is shipped.

  5. Is a signature required upon delivery? Some deliveries may require a signature. If unavailable, consider providing an alternate address or authorizing delivery to a trusted neighbor.

  6. What if my order is refused or undelivered? If you refuse delivery or are unavailable, you may be responsible for return shipping and any associated fees.

  7. Pre-orders or made-to-order items If your order includes pre-orders or custom items, all items will ship together when available. For separate shipping, contact us.

  8. Do you ship to PO boxes or pickup points? We currently do not ship to PO boxes. Pickup point availability is shown at checkout.

  9. Who can I contact for shipping questions? Email us at hello@kaya-and-olivia.com for any shipping-related inquiries.

Packaging & Presentation

  1. How is the jewelry packaged? Each piece comes in a sturdy and elegant box, perfect for gifting. We also use protective packaging to ensure your items arrive in perfect condition.

  2. Do you offer gift packaging? Yes, all our pieces are presented in gift-ready packaging.

Customer Support

  1. How can I contact Kaya and Olivia customer support? Reach us via our website contact form or email us at hello@kaya-and-olivia.com — we’re here to help!