FAQ

As soon as your order is packed, you’ll receive an email with a tracking number. Please note that our portrait pendants are made to order and may take a little extra time to ship.

Once the courier picks up your package and scans it into their system, your tracking link will begin to show updates. This can take a few hours—especially if your order was packed over the weekend, in which case tracking will begin updating on the next business day.

You can also track your order anytime here.

Your portrait pendant is individually handcrafted to order and requires additional time for proofing and production.

You'll receive a digital portrait proof by email within 48 hours of placing your order. Production begins once your proof is approved. If we don't receive a response, we'll automatically move forward using the proof provided after 2 business days for expedited or overnight orders or 5 business days for standard shipping orders.

Once approved, your pendant will enter production. Your selected shipping speed begins after production is complete—2-Day and Overnight Shipping expedite transit time only and do not shorten the time required to create your piece.

Current production and shipping estimates can be found on our Shipping & Delivery page.

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

At this time, we only ship within the United States. We're a small business focused on serving our U.S.-based customers with care — but we hope to offer international shipping in the future!

We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund. As a reminder, domestic return shipping is free. Customized pieces including our portrait pendants are final sale.

We accept returns and exchanges within 30 days of receiving your order. To get started, simply visit our Return & Exchange Portal here.

We’ll provide a prepaid shipping label to send your item back to our warehouse.

Please note: Custom products and portrait charms made with your uploaded photo are final sale and cannot be returned or exchanged, as they are made uniquely for you.

Essentials & Other Raiz Jewelry

Our Essentials pieces are thoughtfully crafted using a thick layer of 24K gold PVD or rhodium coating over brass. This modern technique offers a more durable, longer-lasting finish than traditional plating, but like all jewelry, it is not completely immune to wear.

To help your jewelry stay looking beautiful:

• Avoid prolonged exposure to water, sweat, lotions, perfumes, and household chemicals.
• Remove before swimming, showering, or exercising.
• Gently wipe with a soft, dry cloth after wear to remove any residue or moisture.
• Store in a dry, cool place, ideally in a jewelry pouch or box.

While our jewelry is designed for regular wear, some pieces may contain trace amounts of nickel, which can be necessary in the bonding process. If you have a known nickel allergy, we recommend caution or exploring our Heirloom Fine Jewelry collection.

Heirloom | Fine Jewelry

Our Heirloom pieces are crafted in solid 14K or 18K gold and sterling silver. While precious metals are made to endure, proper care will help preserve the beauty of your jewelry for generations.

• Store your jewelry in a dry, protected place when not being worn.
• Avoid exposure to harsh chemicals, chlorine, perfumes, and household cleaning products.
• Gently clean your jewelry with a soft cloth appropriate for its metal.
• Take extra care with custom portrait pieces to protect the portrait and its setting.

With thoughtful care, your Raiz jewelry is designed to be worn, loved, and cherished for years to come.

Our materials vary by collection.

Essentials & Other Raiz Jewelry

Our Essentials jewelry is crafted from a high-quality brass base and finished with either a thick layer of 24K gold or rhodium PVD plating. This modern technique gives our pieces the look and feel of fine jewelry, with enhanced durability compared to traditional plating methods.

While our plating process is designed to resist tarnish and wear, no finish is completely permanent. Some pieces may also contain trace amounts of nickel, which is sometimes required in the bonding process. If you have a nickel sensitivity, we recommend caution or exploring our Heirloom Fine Jewelry collection.

We selected these materials to offer long-lasting, beautiful pieces at an accessible price—perfect for everyday wear, special moments, and everything in between.

Our beaded jewelry utilizes authentic, natural stones and pearls.

Heirloom | Fine Jewelry

Our Heirloom collection is crafted exclusively in precious metals. Portrait pendants and the Lourdes Cross are available in solid 14K gold or sterling silver, while our Fine chains are crafted in solid 18K gold or sterling silver, depending on the style.

Created to endure beyond a lifetime, these materials were chosen for their lasting beauty and their ability to become part of the stories carried from one generation to the next.