Frequently Ask Questions
What are your hours?
Our Customer Service Department is open Monday through Friday from 10:00am - 5:30pm/est. If you are having difficulty placing your order or if you have questions, please email us at thecrew@janediaz.com or call (212) 343-2778. We will get back to you ASAP!
What should I do if I need my Jane Diaz Jewelry repaired?
If your jewelry is in need of repair, please contact us via email at thecrew@janediaz.com or phone and we will issue you a return authorization number (RA #).
Please mail the item back to us with the RA # on the front of the box to the address below:
Jane Diaz NY Inc.
Attn: Repairs
285 West Broadway #290
New York City, NY 10013
For your protection, when shipping the item to us, please package your item securely in a hard box and mail it to us via Parcel Post or any other insured delivery service. Please include a copy of the receipt of the item (for items less than a year old), a letter describing the repairs to be made, your return mailing address and your email address and phone number. We will contact you with an estimate of the cost and time needed to complete your repair prior to beginning any work.
What is your return policy?
If you are not fully satisfied with your purchase contact us for a RA# and simply return the item(s) within 14 days from the date of purchase for a refund. We offer returns only, no exchanges.
Please have your Order# ready and contact our Customer Service Department at thecrew@janediaz.com or (212) 343-2778 to obtain a Return Authorization Number (no refund will be obtained without a Return Authorization Number). All returned items must be in pristine condition. For your protection, when shipping the item to us, please package your item securely in a hard box and mail it to us via Parcel Post or any other insured delivery service.
Please allow 5-10 business days for the refund of the purchase price of the item, plus any applicable taxes, to post to your account.
Exchanges are not possible with our Shopify website. Instead we offer returns with new purchases.
What are your shipping procedures?
All orders will be shipped from New York City within 2-5 business days unless otherwise notified. All orders will be shipped via UPS. *We cannot ship to P.O. BoxesShipping Rates
- UPS Ground: $12.00
- UPS 3-Day Select: $16.00
- UPS 2-Day Air: $20.00
- UPS Next Day: $45.00
About International Shipments
Jane Diaz/NY uses UPS for all shipments to Canada and all other international destinations. International shipping charges will be determined by destination and you will be notified prior to shipping. There is a $2.00 handling fee to cover insurance. Please note that the customer is responsible for all duties and taxes.
How do you handle taxes?
New York state law requires that we add sales tax to any orders shipped to NY.
What is the best way to care for Jane Diaz jewelry?
We find that the best way to clean, polish and maintain the satin finish of Jane Diaz jewelry is to brush the jewelry in one direction with fine grade steel wool (#0000). This applies to sterling silver only. Do not brush over stones. Fine grade steel wool can be found at any local hardware store.
Do not use a polishing cloth or polishing liquid on Jane Diaz jewelry, as it will ruin the matte finish.