Customer Service

We are here to answer your questions via email Monday – Friday. Please allow two business days for a response, just in case we are taking some time in the desert 🙂


Orders are shipped within 5-7 business days unless otherwise noted on the product page. Many items are made to order. We will contact you should your order be delayed for any reason.

All orders ship via USPS. Allow 3-5 days for 1st Class deliveries, 2-3 days for Priority Mail, and overnight for Priority Express Mail within the USA. Allow up to 2 weeks or more for 1st Class and Priority Mail International deliveries. You will receive a tracking number for all shipments. Delivery time is not guaranteed by USPS. We are not responsible for postal delays. Only express shipping is guaranteed.

If your package is lost by the carrier, we will do our best to resolve the issue on a case by case basis.

Please note we are not responsible for mail that has been marked delivered but was not received, nor are we responsible for domestic or international packages that are undeliverable due to customer error.

Web Store Returns + Exchanges

If you are not completely satisfied with your purchase, Sarai will gladly issue an exchange or store credit within 30 days of receipt of goods. Once an order has been placed, it cannot be canceled. Restocking fees may apply.

Please note all sales are final on promotional seasonal discounts, sale items, and custom orders. These items cannot be returned or exchanged.

All eligible merchandise must be returned in unworn condition, with the original receipt and packaging. Once your return is received and inspected, and your merchandise has been approved for a refund, a credit will automatically be applied to your credit card or original method of payment, within 7 days, less any shipping costs.

To make a return for exchange, please contact us for prior approval to request a Return Authorization Form. Please print and fill out the Return Authorization Form, and include it in the box to be returned, along with the original receipt and packaging. Merchandise received without a Return Authorization Form will be subject to a 20% restocking fee. The customer is responsible for all return shipping charges. We reserve the right not to issue an exchange, should the merchandise arrive back damaged. We suggest wrapping the item carefully, to make sure nothing moves inside the box when shaken. Do not ship jewelry back loose in a flat envelope. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


If the item was marked as a gift when purchased and shipped directly to you, and you’d like to exchange it or receive store credit, please see Returns + Exchanges for how to process your gift exchange or credit. Gift items may only be refunded by the original purchaser.

Sales + Promotions

All sales are final on sale items. Discounts on promotional items may not apply to previously purchased goods. Custom orders are not eligible for promotional discounts. Discounts may not be combined.


Due to our use of repurposed materials, there may be some inconsistency in materials. We are meticulous to ensure that any variability in materials is considered in the making process to ensure lasting construction and uniqueness in every piece. Sarai products are guaranteed against defects in workmanship. In the unlikely event that a problem arises due to a defect, Sarai will promptly repair the item at our expense, or replace the item if it cannot be repaired. Repairs that are necessary due to excessive wear or damage by a customer are not covered by our guarantee and will be charged at cost. See more on repairs below.


Repairs require prior approval and a Return Authorization Form, before shipping the item back to us. If your item becomes damaged, broken, or excessively worn over time, please email us with a detailed picture and description. Problems are evaluated on a case by case basis for repair or replacement. We reserve the right to charge a nominal repair or replacement fee at our discretion, depending on the nature of the problem. We are not responsible for broken, chipped, or lost stones; crushed or bent jewelry, broken chains, or any kind of damage to jewelry that has been worn. We reserve the right to deny unreasonable repairs, returns, exchanges.

Jewelry returned to us for repairs should be safely wrapped and boxed for shipping, so nothing moves inside. Do not ship jewelry back loose in a flat envelope. We are not responsible for jewelry repairs that sustain further damage due to improper packing.

Lost Earrings

Unfortunately, we cannot accommodate requests for single earrings. We are sorry you lost one, but we can only make full pairs. However, we may still be able to make that pair you bought a few years ago … email us.

Metal Reactions

We are not responsible for individual skin reactions to various metals, nor are they an indication of quality. Everyone’s skin has a unique chemistry and we can not predict allergies or skin discoloration from a particular metal. Those with more acidic skin types will experience the electroplated metal colors fading faster than those with a more alkaline PH balance.

Still have questions? Please feel free to contact us.