FAQs

Please find some helpful answers below. If you still have any questions, feel free to reach out.

Orders & Shipping

Domestic Shipping

All orders are processed within 10 days from the time order is received. Shipping time is applied after the order has been processed.

Orders may be shipped via our carriers UPS/USPS/DHL Express on a standard or economy service.  Please select your preferred shipping option at checkout.

Service Cost & ETA:

Orders $50 and above - 5 to 8 business days - FREE 

International Shipping

All orders are processed within 10 days from the time order is received. Shipping time is applied after the order has been processed.

All orders shipped outside of the United States are shipped via USPS/UPS/DHL Express.

Rates and ETA are calculated automatically at checkout.

All international orders are subject to additional shipping charges based on the end country's taxes, tariffs and duties. These fees are not associated with Bia Lagoa and are to be paid by the recipient upon delivery.

Can I modify or cancel my order?

Unfortunately we cannot guarantee any changes to your order once it has been submitted, but we will make every attempt to honor your request. If you need to change or cancel your order, please Contact Us as quickly as possible.

Delays

If your order is taking longer than the estimated delivery time, please double check the submitted shipping address is correct and contact your local postal service

Domestic Orders

Potential processing and shipping delays may occur due to public holidays, peak periods (seasonal sales and holiday periods) adverse weather conditions, flight availability, processing facility staff shortages and temporary closures. 

International Orders

When your package reaches the destination country, it may be subject to customs delays due to standard clearance procedures of the receiving country. This is beyond our control and any original shipping time estimates.

Returns & Exhanges

How do I exchange my jewelry?

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

How do I return a purchase?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@bialagoa.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Unfortunately, we cannot accept returns on sale items or gift cards.

When will I receive my refund?

Once we have received and inspected your return we will let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@bialagoa.com

Jewellery & Product Care

How do I care for my jewelry?

When cleaning your jewellery, take a gentle, extra care approach to avoid damaging or scratching your pieces. Use a soft cloth to clean your jewellery. Avoid using any chemicals to clean your jewellery and do not rub too hard with a cloth as it can cause damage.

What is the lenght of the chain?

Both home & wear jewelry have a 15" (38cm) chain.

Do you use real gemstones?

While we strive to use only the highest quality and authentic gemstones, some may present a slight variation in color, size and texture. We believe these natural variations are what make your jewelry even more special, unique and beautiful.

Where are your materials sourced from?

The 24k gold-plated metal tubes are produced in the region of Istanbul, Turkey.

General

Do you sell wholesale?

Contact us for all wholesale inquires.

Do you design custom pieces?

We offer custom made jewelry. An online consultation with Bia Lagoa is recommended for this service. Appointment times are limited and additional fees apply. Contact us for price information and availability.

When will sold out styles be back in stock?

If an item you are interested in is out of stock, please sign up to be notified when it becomes available. You can find this link on the product page, click on the tab “notify me”, enter your email address and we will be in touch (if the item gets restocked).