FAQ
PRODUCT MATERIALS & DETAILS
What materials are Kaya & Olivia pieces made from? Our collections feature materials carefully selected for their beauty, durability, and everyday comfort. Depending on the design, our jewellery includes premium 316L stainless steel, 925 sterling silver, 18k gold PVD finishes, gold vermeil, rhodium finishes, freshwater pearls, cubic zirconia, opalescent stones, and selected semi-precious elements. Each product page lists the specific materials for that piece.
Is your jewellery water-resistant? Many of our pieces are designed for everyday wear and are water-resistant. However, to preserve finishes, stones, and delicate details for longer, we recommend avoiding prolonged exposure to harsh chemicals, chlorinated water, perfumes, lotions, and saltwater whenever possible.
Is your jewellery hypoallergenic? Yes — our pieces are selected with your comfort in mind, and many are hypoallergenic, suitable for most sensitive skin types. If you have specific sensitivities, we recommend checking each product's individual description for material details.
Will the jewellery tarnish or lose its shine? Our pieces are chosen for their durability and designed for regular wear. Natural wear over time will vary depending on the material, frequency of use, storage, and exposure to perfumes, lotions, and cleaning agents. With proper care, your jewellery will keep its beauty for years.
Are freshwater pearls and natural stones all identical? No — and that's part of their beauty. Freshwater pearls and natural materials can vary slightly in shape, tone, texture, or character, making each piece subtly unique.
ORDERS & PAYMENTS
How can I place an order? Simply browse our collections, add your favourite pieces to your cart, and proceed to checkout. Once your order is confirmed, you'll receive a confirmation email with all the details.
What payment methods do you accept? We accept secure payments via Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay, MB Way, Multibanco, and Klarna (where available).
Is it safe to shop on your site? Yes. All transactions are protected by secure SSL encryption to keep your payment and personal information safe.
Can I change or cancel my order? If your order hasn't yet been processed or shipped, we may be able to help. Please contact us as soon as possible at hello@kaya-and-olivia.com with your order number.
How do I know my order was confirmed? You'll receive an order confirmation email shortly after checkout. If you don't receive it, please check your spam or promotions folder before contacting us.
SHIPPING & DELIVERY
Where do you ship to? We currently ship to the European Union and selected international destinations. Availability is shown at checkout.
Do you offer free shipping? Yes — we offer free shipping on orders over €100. Shipping costs for orders below this amount are calculated at checkout based on destination.
How long does delivery take? Estimated delivery times:
- Portugal: 1–3 business days
- European Union: 3–7 business days
- International: 5–10 business days Please note these are estimates and may occasionally vary.
Will I receive tracking information? Yes. Once your order ships, you'll receive a shipping confirmation email with tracking details.
Do I need to sign for delivery? Some deliveries may require a signature, depending on destination and carrier. If you won't be available, we recommend using a secure delivery address.
What happens if my order is refused or undelivered? If an order is refused, unclaimed, or returned due to failed delivery attempts, return shipping fees or related costs may be deducted from your refund, where applicable.
Can I order pre-sale items together with ready-to-ship items? If your order includes pre-sale items, it may ship in full once all items are available, unless stated otherwise.
RETURNS & EXCHANGES
Do you accept returns? Yes. We accept returns within 14 days of delivery, provided the pieces are unworn, in their original condition, and returned in their original packaging.
Are there items that can't be returned? For hygiene reasons, earrings and ear cuffs cannot be returned or exchanged. This does not apply if the item arrives damaged or defective.
How do I request a return? Please email hello@kaya-and-olivia.com with: your order number; the item(s) you'd like to return; the reason for the return (optional). Our team will provide return instructions.
Who covers return shipping costs? Return shipping costs are the customer's responsibility, except where the return is due to our error or a confirmed defect.
Do you offer exchanges? We don't currently offer direct exchanges. If eligible, you can return your item and place a new order separately.
How long do refunds take? Once your return is received and approved, refunds are typically processed within 5 business days to your original payment method.
What if my item arrives damaged? We're so sorry if that happens. Please contact us immediately at hello@kaya-and-olivia.com with: your order number; a description of the issue; clear photographs. We'll prioritise resolving it.
JEWELLERY CARE
How should I care for my jewellery? To keep your pieces looking their best:
- Avoid harsh chemicals
- Avoid direct contact with perfumes, lotions, and cleaning products
- Store pieces separately whenever possible
- Clean gently with a soft cloth
Can I wear my jewellery in the sea or pool? Water resistance varies depending on material and finish. To maximise longevity, we recommend avoiding prolonged exposure to saltwater, chlorine, and heavily chemical environments.
How should I store my jewellery? Store your jewellery in a dry place, ideally in its original pouch or box, away from humidity and direct sunlight. Delicate pieces should be stored separately to avoid tangling or scratching.
How should I clean my jewellery? Use a soft microfibre cloth or mild soap with lukewarm water where appropriate. Avoid abrasive or harsh cleaning products.
PACKAGING & GIFTS
How is my jewellery packaged? Every Kaya & Olivia piece arrives in our signature packaging, thoughtfully designed for both protection and presentation.
Is your jewellery suitable as a gift? Absolutely. Our packaging is designed so every order feels like a special gift. We never include pricing information inside the packaging.
CUSTOMER SUPPORT
How can I contact Kaya & Olivia? We're always happy to help. Reach us at hello@kaya-and-olivia.com — we'll aim to respond as quickly as possible during business hours.