Frequently Asked Questions (FAQ)

Shipping & Delivery

Do you offer free shipping?

Yes! We offer free standard shipping on all US orders. No minimum purchase required. Just add items to your cart and the shipping is on us.

How long does shipping take?

Most orders arrive within 2-3 weeks from the date of purchase. Your jewelry is handmade by artisans in Ukraine and ships via UkrPoshta, then transfers to USPS for final delivery in the US. Express shipping (approximately 10 days via FedEx) is available for an additional fee. Please email us at contact@casaisajewelry.com to arrange.

Why does shipping take 2-3 weeks?

Each piece is handmade to order by Ukrainian artisans with over 10 years of experience. Your jewelry doesn't ship from a warehouse - it's crafted specifically for you, inspected for quality, and then makes the journey from Ukraine to your door. Handmade quality takes time, but we promise it's worth the wait.

Do you ship internationally?

Yes! We ship worldwide. International shipping times vary by destination: Europe (1-2 weeks), Canada (2-3 weeks), Australia/New Zealand (3-4 weeks), Asia (2-4 weeks), South America (3-4 weeks). International shipping costs are calculated at checkout based on your location.

Can I track my order?

Yes! You'll receive a tracking number via email within 3-5 business days of placing your order. Use this number to monitor your jewelry's journey from Ukraine to your door. International tracking can sometimes show limited updates while packages are in transit or clearing customs. This is normal.

What if my tracking hasn't updated in days?

If your tracking hasn't updated in 5+ days, email us at contact@casaisajewelry.com with your order number and we'll investigate. Sometimes packages stall briefly at customs or during carrier transfers, but we'll make sure everything is moving.

Can I cancel my order?

Yes! You can cancel anytime before your order ships. Just email us at contact@casaisajewelry.com with your order number. Once an order has shipped, you'll need to follow our return process if you no longer want it.

Returns & Exchanges

What is your return policy?

You have 30 days from delivery to return or exchange your jewelry for any reason. Items must be unworn and in original condition. We process refunds within 5-7 business days of receiving your return. See our full Returns & Exchanges Policy for details.

Should I exchange or return my jewelry?

We recommend exchanges if you want a different size, style, or design. Exchanges are faster - we ship your new piece as soon as we receive your original item, and we cover shipping on your replacement (for US customers). Choose a return if you'd prefer your money back or want to browse the collection again later.

How do I exchange for a different size?

Email us at contact@casaisajewelry.com within 30 days of delivery. Tell us what size you need, and we'll confirm it's available and send return instructions. Ship your original piece back (you cover return shipping), and we'll send your new size right away.

Do I have to pay for return shipping?

For standard returns and exchanges, you're responsible for return shipping. We cover return shipping only if your item arrives damaged, defective, or if we sent the wrong item.

How long does it take to get my refund?

We process refunds within 5-7 business days of receiving your return. Your bank or credit card company may take an additional 5-10 business days to post the funds to your account.

Can I return jewelry I received as a gift?

Yes! Our 30-day policy applies to gifts. We'll refund to the original payment method or provide store credit - just let us know your preference.

Materials & Quality

What is sterling silver?

Sterling silver is 92.5% pure silver mixed with 7.5% other metals (usually copper) for strength and durability. This is the global standard for quality silver jewelry, often stamped with ".925". Sterling silver is hypoallergenic and perfect for sensitive skin.

What kind of stones do you use?

We use cubic zirconia stones. They're beautiful, durable, and hold their brilliance over time. Crafted to catch light beautifully and made to be worn every day for years.

Is your jewelry handmade?

Yes! Every Casa Isa piece is handmade by skilled artisans in Ukraine. They bring over 10 years of experience to every ring, necklace, bracelet, and pair of earrings they create. Because each piece is handmade, you may notice slight variations - that's proof it was made by human hands, not a machine.

Will sterling silver turn my finger green?

Quality sterling silver should not turn your finger green. If you experience discoloration, it's usually from a reaction between the copper in sterling silver and your skin's acidity, especially when jewelry gets wet. This is harmless and can be prevented by keeping jewelry dry and removing it before washing hands.

What's the difference between sterling silver and gold plated?

Sterling silver is solid .925 silver throughout the entire piece. Gold plated jewelry has a sterling silver or brass base with a layer of real gold applied on top. Gold plating gives you the warm look of gold at a more accessible price, but the plating will gradually fade with regular wear over time.

Will gold plated jewelry tarnish or fade?

Gold itself doesn't tarnish, but gold plating will gradually wear away with regular use, especially on pieces that experience friction like rings. How long it lasts depends on your body chemistry, how often you wear it, and how you care for it. Proper care extends the life of gold plating significantly.

Jewelry Care

How do I clean sterling silver jewelry?

For light tarnish, use a silver polishing cloth. For deeper cleaning, soak your jewelry in warm water with a few drops of mild dish soap for 5-10 minutes, gently scrub with a soft toothbrush, rinse thoroughly, and dry completely. See our full Cleaning & Care Guide for detailed instructions.

Why is my sterling silver turning black?

That's tarnish! Sterling silver naturally tarnishes when exposed to air, humidity, and sulfur compounds. It's completely normal and not a sign of poor quality. Tarnish is easily removed with a silver polishing cloth or gentle cleaning. It's a natural characteristic of real silver.

How do I prevent tarnish?

Store sterling silver in anti-tarnish pouches or sealed containers. Remove jewelry before activities that expose it to moisture or chemicals. Interestingly, wearing your silver often actually helps prevent tarnish - the oils from your skin provide a protective barrier.

Can I wear my jewelry in the shower?

We recommend removing all jewelry before showering. Water, soap, and shampoo can cause tarnishing in sterling silver and wear away gold plating over time. It only takes a second to take it off, and your jewelry will last much longer.

Can I swim in my Casa Isa jewelry?

No. Chlorine from pools and hot tubs can permanently damage both sterling silver and gold plating. Salt water can also cause damage. Always remove jewelry before swimming.

How should I store my jewelry?

Store each piece separately in the soft pouch it arrives in, or in a jewelry box with individual compartments. This prevents scratching and tangling. Keep jewelry in a cool, dry place away from direct sunlight and humidity (bathrooms are too humid for jewelry storage).

Ordering & Payment

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, and other secure payment methods through our checkout.

Is it safe to order from Casa Isa?

Yes! We use secure, encrypted payment processing. We never see or store your credit card information - all payments are processed through trusted, PCI-compliant payment providers.

Do you have a physical store?

No, we're online only. Casa Isa is based in Sarasota, Florida, but our jewelry is handmade by artisans in Ukraine and ships directly to customers worldwide.

How do I find my ring size?

Check out our Ring Size Guide for detailed instructions on measuring your ring size at home. You can measure an existing ring or measure your finger directly. If you're between sizes, we recommend sizing up for comfort.

What if my jewelry arrives damaged?

Email us immediately at contact@casaisajewelry.com with photos of the damage. We'll send a replacement or process a full refund, and we'll cover all return shipping costs. Damaged items are covered under our Warranty.

Do you offer gift wrapping?

We don't currently offer gift wrapping, but all jewelry arrives in beautiful packaging that's ready to gift. Each piece comes in a protective soft pouch with secure packaging.