Frequency Asked Questions

We want your experience with Porana to be as seamless and joyful as possible. If you have a question that isn't covered here, please feel free to reach out to us.

How long will it take to create my jewelry?

To ensure the highest quality, we make each piece of jewelry to order specifically for you.

Standard Collection: Please allow 2–3 weeks for us to craft your piece after your order is received.
Custom Designs: For unique, custom-made creations, the process typically takes 3–4 weeks.

Do you ship internationally?

Yes, we share our jewelry with the world! All orders ship directly from our studio in Bangkok, Thailand. We use DHL Express, which typically takes 4–7 business days for delivery to the US, Canada, UK, Europe and 3-5 days in Asia.

Is my shipment secure?

Absolutely. Every Porana shipment is fully insured for your peace of mind. As soon as your order is on its way, we will send you a tracking number so you can follow its journey. Note: Please include your contact number during checkout, as DHL requires it for delivery registration.

How do I provide my ring size?

We want your new ring to fit perfectly. Please leave your ring size in the "Ring size" box when you place your order.

International Customers: We are happy to work with any standard! Please feel free to provide your size in your local scale (such as UK Size M, EU Size 53, or Japan Size 12). We will take care of the conversion for you.

Can I request a custom design?

We love bringing your unique visions to life! If you are interested in a custom piece, please share your ideas with us so we can provide a recommendation and an appraisal. To help us get started, try to include:

The style or model you have in mind (or an existing design you'd like to adjust).
Preferred dimensions and your ring size.
Your choice of metal.
Any special details like a milgrain edge, matte finish, or custom engraving.

Do you offer engraving?

Yes, we are happy to offer complimentary laser engraving for items with sufficient space, such as wedding bands, rings, and bracelets. It’s our gift to help make your piece even more personal.

What should I know about customs and taxes?

Since we ship from Thailand, your order may be subject to import taxes or customs fees once it reaches your country. As the recipient, these charges are your responsibility. Because policies vary widely across the globe, we recommend contacting your local customs office for details. Please note that customs procedures can occasionally cause slight delivery delays beyond our control.

What is your return and exchange policy?

Because each piece is handcrafted to your specific requirements, we are unable to accept returns unless an error was made on our part. Your satisfaction is very important to us—if there is any issue with your order, please contact us within 3 days of receiving it.

If a return is agreed upon, we will provide a full refund (minus shipping and any sizing costs) once the item is returned to us in its original condition. Return shipping is the responsibility of the buyer.

Will my jewelry be certified?

Every Porana order includes our official shop certification, which you can use for your records or insurance. We also offer the option to have your jewelry certified by the world-renowned IGI laboratory. This professional report costs an additional $45 and requires approximately 2 weeks to complete.

Still have questions?

We are here to help. Send us a message at hello@porana.co and we will get back to you shortly.