ABOUT

Frequently Asked Questions

JEWELRY

Is your jewelry waterproof? Will it tarnish?

Most ASAI pieces are crafted from stainless steel and 18K gold-plated stainless steel, making them durable, water-resistant, and highly resistant to tarnishing.

While our jewelry is designed for everyday wear, proper care will help preserve its shine and finish for longer. We recommend avoiding prolonged exposure to water, perfumes, lotions, harsh chemicals, and cleaning products.

Please refer to the individual product description for specific material and care information.

How do I take care of my jewelry?

To keep your ASAI jewelry looking its best:

Avoid direct contact with perfumes, lotions, and harsh chemicals.
Remove your jewelry before swimming or prolonged exposure to water.
Gently wipe your jewelry with a soft, dry cloth after wearing it.
Store each piece in a clean, dry place when not in use.
Avoid storing jewelry in humid environments.

With proper care, your ASAI pieces can maintain their beauty and shine for longer.

What materials do you use?

Our jewelry is primarily crafted from stainless steel, Brass and 18K gold-plated.

Materials may vary depending on the design, so we recommend checking the product description for the specific materials used in each piece.

SHIPPING

Shipping cost & time?

We currently ship within Canada and the United States.

Canada

Standard Shipping is $15 CAD for orders under $100 CAD.

Orders of $100 CAD or more qualify for FREE Standard Shipping.

Express Shipping is available for $20 CAD.

Standard delivery is estimated at approximately 3–5 business days after processing.

United States

Standard International Shipping is $15 CAD for orders under $100 CAD.

Orders of $100 CAD or more qualify for FREE Standard International Shipping.

Express International Shipping is available for $29.30 CAD.

Estimated delivery times are displayed at checkout based on the shipping option selected.

Shipping times are estimates and may be affected by carrier delays, customs processing, weather, holidays, or other circumstances outside our control.

Processing time?

Orders are carefully prepared before shipment.

Orders are typically processed within 1–2 business days, excluding weekends and holidays. Once your order has shipped, you will receive a shipping confirmation email with tracking information.

Processing time is separate from the estimated shipping time shown at checkout.

Flash Sales & Holiday Times?

During launches, flash sales, holidays, and periods of high order volume, processing and delivery times may be longer than usual.

We appreciate your patience while we carefully prepare your ASAI order. Once your order has shipped, you will receive a confirmation email with tracking information.

Track my order?

Once your order has shipped, you will receive a shipping confirmation email containing your tracking number.

Please allow up to 24–48 hours after receiving your shipping confirmation for tracking information to update on the carrier's website.

If you have not received your tracking information or have concerns about your shipment, please contact us at asaijewelry1@gmail.com with your order number.

Do I need to pay for duties?

Orders shipped outside Canada may be subject to customs duties, import taxes, or other fees imposed by the destination country.

Unless otherwise stated at checkout, these charges are not included in the product price or shipping fee and are the responsibility of the customer.

ASAI does not control customs charges or the amount that may be assessed by local authorities.

Where do you ship from?

All ASAI orders are shipped from Ontario, Canada.

Where do you ship?

We currently ship to Canada and the United States.

Available shipping options and rates are displayed at checkout based on your shipping address.

Are there any shipping restrictions?

We do not ship to P.O. Boxes, APO/FPO addresses, or destinations subject to applicable trade, legal, or carrier restrictions.

Please provide a complete and accurate shipping address when placing your order. If we are unable to ship to the address provided, we will contact you regarding your order.

RETURNS & EXCHANGE

How to request a return or exchange?

We accept eligible returns within 14 days of delivery.

To request a return, please contact us at asaijewelry1@gmail.com and include your order number and reason for the return.

Items must be:

Unused and unworn;
In the same condition in which they were received;
In their original packaging.

Returns must be approved by ASAI before they are sent back. Items returned without prior approval may not be accepted.

Frequently asked question: What items cannot be returned?

For hygiene and safety reasons, earrings and body jewelry are not eligible for voluntary returns.

We also do not accept voluntary returns on:

Gift cards;
Final-sale items;
Clearance items;
Items that have been worn or used;
Items damaged after delivery;
Items returned without their original packaging.

This does not limit any rights you may have if you receive an incorrect or defective product.

Return processing times?

Once we receive your approved return, the item will be inspected.

If your return is approved, your refund will be issued to your original payment method.

Please allow approximately 5–10 business days for the refund to appear in your account after it has been issued. Processing times may vary depending on your bank or card provider.

Original shipping charges are non-refundable, except where otherwise required by applicable law.

International returns?

Customers in the United States may request a return for an eligible item within 14 days of delivery.

Unless the product is defective, incorrect, or otherwise covered by applicable consumer protection laws, customers are responsible for return shipping costs and any applicable customs or international shipping charges.

Please contact asaijewelry1@gmail.com before returning an international order.

Damaged or incorrect items?

If you receive a damaged, defective, or incorrect item, please contact us at asaijewelry1@gmail.com as soon as possible.

Please include:

Your order number;
A description of the issue;
Clear photos of the item;
Photos of the packaging, if relevant.

We will review the issue and provide an appropriate solution.

Repairs & resizing?

ASAI does not currently offer general jewelry repair or resizing services.

If you believe your jewelry has a manufacturing defect, please contact asaijewelry1@gmail.com with your order number, a description of the issue, and clear photos so we can review your request.

Sale items and promotional events return policy?

Items explicitly marked Final Sale or Clearance are not eligible for voluntary returns or exchanges.

Purchasing an item with a promotional discount does not automatically make the item final sale unless this is clearly stated on the product page, at checkout, or as part of the promotion.

This does not affect any applicable rights concerning defective or incorrect products.

Do you provide return labels?

Return shipping costs for voluntary returns are the responsibility of the customer, and prepaid return labels are not provided unless otherwise stated.

If you received an incorrect or defective item, please contact us before returning the product so that we can provide you with the appropriate instructions.

Warranty?

ASAI stands behind the quality of our jewelry.

Normal wear and tear, scratches, accidental damage, improper use or storage, loss, and gradual changes to plating resulting from regular wear are not considered manufacturing defects.

If you believe your jewelry has a manufacturing defect, please contact us at asaijewelry1@gmail.com with your order number and clear photos so we can review the issue.

ORDERING

Change or cancel your order?

If you need to change or cancel your order, please contact us at asaijewelry1@gmail.com as soon as possible.

We will do our best to accommodate your request. However, once an order has entered processing or has been shipped, we may no longer be able to modify or cancel it.

Please carefully review your shipping address and order details before completing your purchase.

What is a pre-order?

A pre-order allows you to purchase an item before it is ready for immediate shipment.

Products available for pre-order will be clearly identified on the product page, along with an estimated shipping or availability timeframe.

If your order contains both in-stock and pre-order items, the shipping arrangements may vary. Any applicable information will be provided on the product page or at checkout.

How will I know my order has been successful?

After successfully placing your order, you will receive an order confirmation email at the email address provided during checkout.

Please review your confirmation to make sure your order and shipping information are correct.

If you do not receive an order confirmation, check your spam or junk folder. If you still cannot find it, contact us at asaijewelry1@gmail.com.

I am missing items in my order.

If an item is missing from your package, first check your order confirmation to confirm that the item was included in your order.

If an item listed on your order confirmation is missing from your package, please contact asaijewelry1@gmail.com with your order number and the name of the missing item.

We will investigate the issue and assist you as quickly as possible.

PAYMENTS

What payment methods do you accept?

We accept the payment methods displayed at checkout. Available payment options may vary depending on your location and the payment methods enabled through our online store.

What currency are your prices in?

Prices are displayed in Canadian dollars (CAD) unless another currency is specifically displayed on the Site or at checkout.

For international customers, your bank or payment provider may apply currency conversion rates or additional transaction fees.

Is my payment information secure?

Payments are processed through the secure payment providers available through our Shopify checkout.

ASAI does not independently store your complete credit or debit card information when your payment is processed by our payment providers.