Returns

What is your return policy?

Our pieces are designed and made for you! with love and care, and your satisfaction is very important to us. We want you to be thrilled with your purchase & will do what we can to help you be happy.

For hygienic reasons, and since each piece is handmade to order all sales are final. However, please contact us with any issues and we will do our best to ensure your satisfaction. More details about our policy here.

Do you offer exchanges?

Currently, we do not offer exchanges for merchandise. If you’d like a different product, you’ll need to return the item for a store credit. Please go to our return policy here  for additional information.

I received an incorrect/defective/damaged item. What do I do?

If you receive an incorrect or defective item, please email info@akuaviva.com with a photo of the item you received with a brief description of the issue.

Repairs & Warranty

Is there a warranty for my Akuaviva piece?

All Handmade Akuaviva jewelry is protected under a 90 days warranty.

Our pieces are designed for living in, we want you to enjoy your Akuaviva Jewelry for a long time to come. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Click here for additional information about our warranty policy. 

Damages covered by this policy, are not those that could have been suffered during shipping.

How much is the repair fee?

• For pieces purchased within the 90 days warranty, repairs will be free of charge.
• For pieces outside of the warranty, the repair fee could be between $10 up to $25. Additional fees may be added if valuable components are determined to be missing from the piece.

How can I get my item repaired?

Start by sending a photo of the item in need of repair to info@akuaviva.com with a subject line “ repair” and include a description of the damage. Also, the following, name of the person who made the order, mailing address, email and phone number of the person who is making the request, order number and date when order was received.

My item is tarnished, can this be repaired?

Unfortunately, tarnished jewelry is not eligible for repair. Tarnishing is considered natural wear for jewelry and we suggest checking out our Care page for tips and tricks on keeping your jewelry looking shiny and new!

How long do repairs take?

Repairs can take from 1-2 weeks to complete.

How can I check on the progress of my repair?

Please email info@akuaviva.com for any questions on repairs that are in progress.

 

Shipping

When will my order ship?

All our pieces are handmade.  All orders will be produced and shipped within 5 -10 business days, Monday thru Friday. 

Once you place your order, you will receive a confirmation email to the email address you provide upon checkout.

How do I know if my order has shipped?

You will receive a shipping confirmation email with your tracking number once your order has been shipped. Orders are subject to verification and acceptance before shipping.

Can I cancel my order?

Orders that have already shipped cannot be cancelled. Please contact us immediately if you have any problems with your order.

What carrier do you use?

We use USPS to ship all our US orders.

How do I get free shipping?

U.S. customers are eligible for free First Class 3-4 days shipping on orders over $50 (after discounts and before taxes) and $4.50 Flat Rate Economy Shipping on orders under $50 will applied at checkout.

International customers are eligible for free FedEx International Economy shipping on orders over $150. International orders do not qualify for Free Return Shipping.

Do you offer international shipping?

Yes! We can ship internationally to most countries (exceptions applied). All international orders will be shipped through USPS, FedEx or DHL International. Shipping options will be indicated at checkout once you've entered your shipping information.  

Do I have to pay customs and extra fees for shipping internationally?

All orders shipping internationally are subject to additional shipping charges based on taxes, tariffs and duties put into place by that country. All fees are to be paid for by the customer at the time of delivery. AQUADE, LLC. (Akuaviva) does not have information on customs or duties and cannot estimate these charges. Please check with the proper local authorities before placing an order. AQUADE, LLC. (Akuaviva) is not responsible for non-paid import taxes, nor will AQUADE, LLC. (Akuaviva) issue any refunds or exchanges for deliveries that have been refused for non-payment of import taxes.

Tracking shows my package has arrived, but I do not see it.

Occasionally carriers experience service disruptions that will result in delayed shipments. Please allow 5 business days for delay issues to resolve.

Do you replace lost or stolen packages?

We are unable to replace or refund lost or stolen packages.

We recommend selecting a secure shipping location where someone is always present to receive deliveries. If you need to make a change to your shipping address, please email us at info@akuaviva.com as soon as possible. We’ll make our best attempt to change your address as long as the package has not been shipped. We cannot reroute a package once it has left our facility.

If your package is missing, stolen, or lost in transit please contact us so we can assist you with your claim. While we’ll do everything we can to help you locate your package, we cannot refund or replace lost or stolen items. Please make sure you order to a secure location, as packages that are marked as delivered by the shipping carrier cannot be replaced or refunded.

What payment methods do you accept?

We accept all major credit cards: Visa, MasterCard, American Express, JCB, PayPal and Shop Pay. We also accept Akuaviva e-gift cards online.

All  options are secure. You will receive a confirmation of your order via email with the total dollar amount (including any applicable taxes and shipping & handling).

All prices are listed and charged in USD dollars. If applicable, the exact exchange rate you will pay is determined by the bank that has issued your credit card.  In general, it will match very closely with the going exchange rate.

Taxes

We are obligated by law to collect sales tax on orders shipped to all Florida addresses. The applicable tax will be indicated at checkout.

 

E- GIFT Cards

How do I purchase an e-gift card?

Gift cards can be purchased here. Simply choose the amount you would like to add to the gift card and add it to your cart. Please note that discount codes cannot be used to purchase gift cards.

How can I use my e-gift card?

Gift cards can only be used for online-only purchase on Akuaviva.com. Gift cards are delivered by email and contain a code and instructions to redeem them at checkout. Our gift cards have no additional processing fees.

How can I check the balance of my e-gift card?

If a gift card is associated with a customer account, then the customer can check the balance by using the link provided in the gift card email. For customers without accounts, contact info@akuaviva.com and we will send you your remaining balance.

Rewards/Discounts

What is the rewards program?

Our rewards program is a quick and easy way to earn points that can be redeemed for discounts on your online orders. For additional details please click here

How do I become a rewards member?

All you have to do is create an account to sign up!

 

Others 

Does Akuaviva custome jewelry?

We do not offer custome jewelry at this time. Please make sure to check the size guide before placing your order or contact us at info@akuaviva.com we will do what we can to help! 

What Materials are used? 

All of our jewelry is made by hand in Tampa, FL. transforming semi-precious stones and recycled beads into instantly wearable, timeless designs. Mixed with metals, which include but are not limited to gold filled, gold veimeil, sterling silver, stainless steel, gold plated and brass. All options are nickel free and naturally hypo-allergenic for most people, unless you have an extreme allergy and can only wear solid gold. Please visit our Material & Care here 

Is my privacy protected when shopping on the website?

Yes. All information is kept confidential and not shared.