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FAQs

Made-to-order items are custom-made only after an order is placed. This includes all of our 3D Personalized pieces, engagement and wedding pieces, and some of the solid gold pieces. Your item will be crafted exclusively for you. An estimated shipping time is indicated on the product details page. It usually takes 3-5 weeks to craft the item.
A 3D Personalized piece is uniquely created by Bana Bana that adopts cutting-edge machining technology including 3D printing into jewelry craftsmanship. We only make each piece in 18K solid gold and natural diamonds as it reflects our high standards in materials and craftsmanship. We start with a base model, let you input your unique message into the jewelry piece, then design a 3D model that is exclusively for you. It takes intense collaborations between designers, mechanical engineers, and jewelers to make a perfect piece in 18K gold. It is a one-of-a-kind jewelry piece that is uniquely crafted only for you in this universe to perfectly reflect your true self or your touching story.
  • All rings are in US standard sizes. We are offering complimentary shipping for our Ring Sizer to help you define an accurate size. We highly recommend you order a ring sizer first before ordering a 3D Personalized ring as it will be unreturnable. However, we do offer a complimentary service to resize.
  • Sizing spec is available on each product page to help you determine your best fit. Please allow minor differences due to manual measurement.
  • Some of our necklace pieces features an adjustable design. The adjustable portion allows you to wear at full-length e.g. 18 inches, or clasp it to wear it at a shorter length at 16 inches.
  • Some of our bracelets features an adjustable design. Each bracelet has a section of adjustable chain that allows you to adjust a size between 6" and 7" that fits you.
Bana Bana products are crafted with the highest quality materials, design, and craftsmanship. Most Bana Bana products are made in the Midwest of the United States by the most experienced jewelers. Exceptions include ring sizers, which are mainly manufactured from overseas.
Each of our jewelry pieces is named after a minor planet that has been discovered in the universe. We make gems that are sparkling like stars to remind ourselves to always embrace the grace being in this wonderful world.
The processing time is depending on the delivery options you choose and the time of day the order is placed. For an in-stock item, it usually takes 2-3 business days to process your order. A made-to-order item takes 3-5 weeks to be shipped. An estimated shipping time is indicated on the product details page.
Bana Bana accepts all major credit cards, Apple Pay, Google Pay, and PayPal for purchases.
Orders of in-stock items cannot be canceled or modified once they have been placed. If you'd like to return your item, please refer to our returns and exchanges section. Made-to-order and personalized items, including 3D Personalized items, engraved items cannot be canceled or modified. These items are considered final sales and cannot be returned.
Orders are subject to be charged with a sales tax based on the applicable state, local, and county. Your order confirmation will indicate an estimated sales tax and order sum based on the shipping address entered when your order was placed.
In-stock items will be shipped within 2-3 business days. Made-to-order items will be ready to ship within 3-5 weeks. We will notify you through emails once your order has been shipped.
  • We offer complimentary shipping to anywhere within the United States. We can ship to any international destinations. A shipping fee and custom duty may apply depending on the international address.
  • We cannot ship to P.O. box addresses.

USA: 

Standard Shipping (3-4 business days):

  • All in-stock and made-to-order orders under $1,000 USD will ship complimentary via the Ground Shipping method.

Express Shipping (1-2 business days):

  • All 3D Personalized items, and engagement rings ship via complimentary express delivery service. Each item is uniquely crafted for you and will ship in approximately 3-5 weeks.
  • All orders over $1,000 USD ship via complimentary express delivery.

    Overnight Delivery:

    • All orders over $10,000 USD will ship via complimentary overnight day delivery.

     

     

    International:

    • International orders will ship via the International Express method, it usually takes 1-4 business days.
    • International order shipping fees will be calculated at checkout. Any applicable tax, duties, VAT is calculated and collected at checkout.
    Once your item(s) has shipped you will receive a confirmation email where you will find a link to track your order. Simply clicks on the link to view the status of your delivery. You can also track the shipment on this Tracking page, simply input your order information.
    • For security reasons, we require a signature for any order over $500 USD. An adult will be required to be present for such a signature.
    • International orders always require a signature upon delivery.
    If you need to modify your delivery information, please Contact Us as soon as possible. An order delivery information cannot be modified once the order has already been shipped.
    Each item will be shipped with our signature packaging which includes a Bana Bana jewelry box tied with a satin ribbon. At checkout, you also have the option to pack your pieces separately, include a gift message, and to exclude the price from the order invoice.
    Your order is fully insured during shipping.
    If your package gets lost during transit, we will do everything we possibly can to assist you to locate it. We ask our courier to require a signature on all orders over $500 USD. Each package is also fully insured. Note that we cannot be responsible for a lost package once the proof of delivery is generated. Therefore, we highly recommend you choosing a delivery address that you trust.
    • Most of our engagement rings and bespoke collection item comes with a GIA certificate that certifies the center stone. You will find the certificate on the product page when you select a specific diamond. You can view the details such as Color, Cut, Clarity, Carat of that specific diamond you are going to get. You will receive the certificate when we deliver your jewelry piece.
    • For any other diamond that does not come with a certificate already, we are happy to send your diamond to GIA for grading. We will charge a $350 USD fee to do so. Please email us as soon as you make the order for this service and allow up to 3 weeks for the process. Once we receive the diamond from GIA, we will start proceeding with the production of your ring. We cannot do such grading after your diamond is already made into a jewelry piece.
    • Yes. All diamonds sold through Bana Bana are guaranteed ethical and conflict-free diamonds. You will receive the highest quality diamonds in every aspect.
    • We only purchase diamonds mined from Canadian, Russian, and Bostwana mines which are committed to high environmental and human rights standards.
    • The Canadian mines are Diavik and Ekati diamond mines owned by Rio Tinto and Harry Winston. The Russian mines are Aikhal, Nyurba, Lomonosov, and Botuobinskaya diamond mines which are part of ALROSA Group. The Botswana mines are Jwaneng and Orapa mines which are owned by De Beers Group through a partnership with the government of Botswana.
    When selecting a center stone for your engagement ring or a bespoke piece, you can view the 360 videos that are available on the product page for each listed diamond. They are excellent magnified photographs with close-up details of the exact diamond you are purchasing.
    Absolutely. Please email us with your requirements. Whether it is a diamond in a different weight, color, shape, etc., our Client Relationship Team will reach out to you and help you find a diamond that closely matches your preferences. We will also get it certified upon on your request.
    • We have partnered with GIA to create a brief education channel of diamond gradings. GIA is a leading source of knowledge, standards, and education in the gems and jewelry industry. Please head over to our Diamond Knowledge page. If you are not able to find the answer you need, feel free to email us .
    • Carat is a unit of weight, not size. Because each natural diamond is unique, the actual measurements vary for diamonds in the same carat weight.
    Bana Bana accepts return for eligible pieces within 30 days after receiving your item. Your item must be in the same condition that you received it, unworn or unused, and in its original packaging in order to be eligible for a return or an exchange.

    U.S. RETURNS

    Jewelry Under $1,000 USD

    • To start a return, simply go to Returns. Bana Bana accepts returns for in-stock as well as made-to-order items.
    • You may exchange the items within 30 days of delivery with the same designs in different colors or sizes if there are no differences in prices. 
    • Return and exchange shipping is complimentary for US customers. 
    • If your return is accepted, we’ll send you a return shipping label via email, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always email us with any return question. 

    Jewelry Over $1,000

    • Please email us for return instructions to request a return for items over $1,000 USD jewelry. 
    • Each customer is permitted one return or exchange per style for a piece over $1,000. Any additional purchases for the same style are considered final sales.  
    • You may exchange the items within 30 days of delivery with the same designs in different colors or sizes if there are no differences in prices. 
    • Return or exchange shipping is complimentary for US orders. 

     

    Engagement and Wedding

    • Please email us for return instructions to request a return for an engagement or wedding jewelry piece. 
    • Each customer is permitted one return or exchange for an engagement and a wedding piece. Any additional sales will be considered as a final sale. 
    • You may exchange the items within 30 days of delivery with the same designs in different colors or sizes if there are no differences in prices. 
    • Return or exchange shipping is complimentary for US orders. 

     

    Exceptions / non-returnable items

    Bana Bana accepts returns and exchanges of most of our pieces except for the following items:
    • 3D Personalized items - each 3D Personalized piece is uniquelly designed and custom made for you, we are not able to accept returns or exchanges of these pieces. We offer complimentary resizing service for these items. Please refer to the Life Time Care page. 
    • Engraved items - at this point, we are not able to accept returns or exchanges of items that have been engraved of your customized message. 
    • Final Sale items - any items marked as final sale. This is stated on the product details page, at check out and on your order confirmation. 
    • Gift Cards - We are not able to accept return of a gift card order at this time. 
    • Ring Sizer - We are not able to accept return of a ring sizer purchase. 


    International Returns

    International returns are accepted within 30 days. We are not able to cover international return shipping at this time. Please email us. Detailed instructions will be sent to you. Please note that Bana Bana is not able to cover any applicable duties and taxes. Please contact your local authorities to recover such costs.

    International Exchanges

    We do not currently offer international exchange service at this time.

    Gift Returns

    Simply head over to Returns to start a return of a gift. If you do not have your original order number, please email us with the purchaser's name. We will not notify the original purchaser. Gift returns can only be refunded to store credit for the original amount.

    Damages and issues

    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

    Refunds

    Refunds take approximately 10-15 business days to be processed by our team.
    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too, typically 2-10 business days depends on the form of payment.
    • International returns are accepted within 30 days. We are not able to cover international return shipping at this time. Please email us. Detailed instructions will be sent to you. Please note that Bana Bana is not able to cover any applicable duties and taxes. Please contact your local authorities to recover such costs.
    • We do not currently offer international exchange service at this time.
    Refunds take approximately 10-15 business days to be processed by our team.
    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too, typically 2-10 business days depends on the form of payment.
    Once a personalized item has successfully been submitted, it cannot be canceled, modified, or returned for a refund. These items which include 3D Personalized items and engraved items are final sale.
    For an item that is eligible for an exchange, we suggest you return the item you wish to exchange for a refund using the applicable conditions and guidelines. Then place a new order on banabana.com with one of our client associates. Please note that new orders are subjected to stock availability.
    • Simply head over to Returns to start a return of a gift. If you do not have your original order number, please email us with the purchaser's name. We will not notify the original purchaser. Gift returns can only be refunded to store credit for the original amount.
    • For a gift item that is eligible for an exchange, we suggest you return the item you wish to exchange for a refund using the applicable conditions and guidelines. Then place a new order on banabana.com with one of our client associates. Please note that new orders are subjected to stock availability.
    Refunds take approximately 10-15 business days to be processed by our team.
    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too, typically 2-10 business days depends on the form of payment.
    All rings are in US standard sizes. We are offering complimentary shipping for our Ring Sizer to help you define an accurate size. We highly recommend you order a ring sizer first before ordering a 3D Personalized ring as it will be unreturnable. However, we do offer a complimentary service to resize
    Some of our bracelets features an adjustable design. Each bracelet has a section of adjustable chain that allows you to adjust a size between 6" and 7" that fits you.
    Some of our necklace pieces features an adjustable design. The adjustable portion allows you to wear at full-length e.g. 18 inches, or clasp it to wear it at a shorter length at 16 inches.
    Simply visit Returns to start an exchange, you will get instructions and a Return Label through email. For certain pieces that are not returnable, e.g. 3D Personalized item, we offer a complimentary resizing service for you.
    • Handle with care, gold is a soft metal that makes it sensitive to scratches and dents.
    • Take jewelry off before having a bath to avoid causing a film by the soap on your jewelry.
    • Put on your jewelry last when getting ready, avoid exposing gold to makeup, lotion, perfume, and hairspray.
    • Take jewelry off before getting into a pool or a spa. Chlorine may damage the gold structure.
    • Soak your jewelry in a bowl filled with lukewarm water and a few drops of mild detergent. After soaking, use a very soft brush, a soft cloth, and your fingers to rub off dirt buildup.
    • Avoid using hard brushes and paper towels as they may scratch the gold. You may use a Gold Jewelry Wipe to clean and safely polish your gold piece.
    • You may send your jewelry back to us for a deeper clean, polish, and inspection every six to 12 months. It is a complimentary service included in all of our jewelry pieces.