Orders are normally prepared within 1–2 business days. Once your piece has been dispatched, you will receive a shipping confirmation by email. Processing time is separate from the carrier’s delivery time.
CUSTOMER CARE
Frequently Asked Questions
Everything you may want to know before, during, or after your Hiyara piece arrives. If you can't find what you're looking for, we're always here to help.
Orders
Everything about placing, changing or tracking your order.
Shipping
Delivery times, tracking and destinations.
Returns
Returns, refunds and exchanges made simple.
Materials
Natural gemstones, stainless steel and handcrafted quality.
Care
How to care for your jewelry so it can be worn for years.
Payments
Secure checkout, payment methods and currencies.
Order support
Orders
Everything you need to know about placing, changing, or checking your Hiyara order.
Please contact us as soon as possible at orders@wearhiyara.com . We will always do our best to help with changes to an item, size, or delivery detail. Changes may no longer be possible once preparation has begun or the order has been dispatched.
Contact orders@wearhiyara.com as soon as possible. If your order has not entered preparation, we will gladly review your cancellation request. Once it has been dispatched, it can no longer be cancelled and must instead follow the returns process.
You will receive an order confirmation after checkout. Once your piece has been dispatched, a separate email will contain the available tracking details. For additional help, email orders@wearhiyara.com and include your order number.
From our hands to yours
Shipping
Delivery, tracking, and everything that happens while your Hiyara piece is on its way.
We ship throughout Germany, across Europe, and to international destinations worldwide. Available shipping services and their prices are displayed at checkout according to the delivery address.
Standard shipping within Germany is complimentary. Orders delivered to EU countries receive complimentary standard shipping from €80. For orders below this threshold, Switzerland, non-EU European destinations, and countries outside Europe, the applicable shipping price is calculated at checkout.
After the 1–2-business-day processing period, estimated delivery times are:
- Germany: approximately 1–2 business days
- European Union: approximately 3–7 business days
- Switzerland and other non-EU European destinations: approximately 4–8 business days
- United States and Canada: approximately 7–14 business days
- Other international destinations: approximately 7–18 business days
These are estimates rather than guarantees. Weekends, public holidays, carrier disruption, and customs clearance may affect delivery.
When tracking is available for the selected shipping service, it will be included in your dispatch confirmation email. Tracking may take a little time to update after the parcel has been handed to the carrier.
Orders delivered outside the European Union may be subject to customs duties, import taxes, or handling charges imposed by the destination country. These charges are not controlled by Hiyara and, unless stated otherwise at checkout, are the recipient’s responsibility.
Made simple
Returns
If something does not feel quite right, we are here to make the next step clear and uncomplicated.
You may request a return within 30 days after your order has been delivered. The piece must be unworn, undamaged, and returned with its original packaging. Please handle and try on jewelry carefully until you have decided to keep it.
Email returns@wearhiyara.com before sending anything back. Include your order number and the item you would like to return. We will reply with the correct return instructions and address.
For a standard return made because you changed your mind, return postage is paid by the customer. If your piece arrived damaged, defective, or different from what you ordered, contact us before returning it so we can arrange the appropriate solution.
Once the returned piece has arrived and been inspected, we will confirm the outcome by email. Approved refunds are sent to the original payment method. Your bank or payment provider may require additional time before the amount appears in your account.
Yes. Exchanges are available when the requested replacement is in stock. Contact returns@wearhiyara.com with your order number and preferred replacement, and we will guide you through the available options.
Crafted with intention
Materials
Natural stones, considered details, and resilient materials selected for everyday wear.
Our pieces combine natural stone and glass beads with tarnish-resistant 304 or 316L stainless steel components. Exact materials may vary by design and are listed on the corresponding product page.
Where a product is described as containing natural stone, the beads are made from natural mineral material. We also use selected glass beads in certain designs, and these are identified transparently in the product details.
Natural stones carry individual variations in color, veining, pattern, and texture. These differences are part of their character and mean that no two pieces will ever be completely identical.
The 304 and 316L stainless steel used in Hiyara pieces is selected for its durability and resistance to tarnishing. As with all jewelry, its appearance will last best when exposure to moisture, salt, chlorine, cosmetics, and harsh cleaning products is kept to a minimum.
Worn with care
Care
A few simple habits will help your Hiyara piece age beautifully over time.
Occasional contact with water should not immediately damage your piece, but regular or prolonged exposure is not recommended. Remove it before showering, swimming, bathing, or entering salt water or chlorinated water.
Gently wipe the piece with a clean, soft, dry cloth after wear. Avoid abrasive cloths, jewelry dips, household cleaning products, and chemical solutions, which may affect natural stones or surface finishes.
Put your jewelry on after perfume, lotion, sunscreen, hairspray, and other cosmetics have dried. Removing it before exercise, sleep, and activities involving friction will also help protect the materials.
Store your piece clean and dry, away from direct sunlight, humidity, and sharp objects. Keeping each piece separately in its pouch or compartment helps prevent scratching and tangling.
Secure checkout
Payments
Trusted payment options and a secure checkout, presented according to your location.
We accept major credit and debit cards, accelerated checkout options, and selected local payment methods. The payment methods available to you are displayed securely during checkout and may vary by country, currency, and device.
Klarna flexible payment options are available to eligible customers in supported countries. The options offered, approval decision, and payment schedule are determined by Klarna and will appear during checkout when available.
Yes. Payments are processed through secure checkout providers. Hiyara does not receive or store your full card details.
The currency currently selected in the store is shown throughout the shopping experience and again before payment. Your bank or payment provider may apply its own conversion rate or international transaction fee when applicable.
Still wondering?
We’re always happy to help.
If you could not find the answer you were looking for, share what you need and we will respond with care, clarity, and a human touch.
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