POLICIES, RETURNS & REPAIRS
At Lana Jewelry, we strive to accommodate our clients in every way possible. We want you to be fully satisfied with your purchase.
Our hours of operation at Lana Jewelry are Monday through Friday from 9:00 AM – 5:00 PM Central Time (CT).
Please contact us with any questions at firstname.lastname@example.org or 312-226-5262.
U.S Complimentary 2-Day Shipping:
Complimentary 2-day shipping for orders to be shipped within the United States will automatically be applied during checkout. This does NOT apply to out-of-stock items. If an item is not in stock or cannot be shipped in a 2-day time period, a Lana Jewelry customer service specialist will notify you after your order is received. Please allow 7-10 business days for delivery of any items not in stock. All orders require a signature upon delivery.
All orders placed Monday through Friday before 2:00 PM (CT) will be processed and shipped the same business day if in stock. All orders placed after 2:00 PM (CT) will be processed the following business day.
Your order should arrive 2 business days after shipping, if ordered by 2:00 PM (CT). Please note that orders placed after 2:00 PM (CT) on Friday, Saturday, or Sunday will be processed on Monday and should arrive 2 business days after shipping.
Currently, we do not allow shipments to P.O. Boxes. Billing addresses may contain P.O. Boxes.
For rush orders, please contact customer service at 312-226-5262 Monday through Friday 9:00 AM-5:00 PM CT.
U.S Overnight Shipping:
Complimentary shipping is not valid on international orders.
International Economy: $65.00
International Priority: $75.00
Please note the client is responsible for all duties and taxes applied to the shipment.
All orders require a signature upon delivery.
RETURNS AND EXCHANGES:
Returns or exchanges must be made within 7 business days after you receive your product. Upon receipt of the returned item, we will issue a refund less the shipping charge.
PLEASE NOTE: All sale items are final sale, in which case they are not eligible for refund, exchange, or store credit.
Please contact our Customer Service Department at email@example.com to obtain a Return Authorization Number. A return cannot be processed without a Return Authorization Number. All email and voice messages will be answered within 24-hours Monday through Friday.
When shipping your return or exchange, include your name, address, phone number and email address. Please package your item securely. Shipping fees and insurance is the responsibility of the client. Ship your return to the address below:
Lana Unlimited Co.
Attn: Returns | Exchanges
736 N. Western Ave., Ste.308
Lake Forest, IL 60045
Please allow 2-4 business days for your return/exchange to be processed. Your credit card will be credited the cost of the item, including tax, less the cost of shipping.
International returns or exchanges: All shipping, customs, and other taxes on international returns or exchanges must be paid by the client.
We want your jewelry to maintain its highest quality, beauty and shine.
If your jewelry needs repair, please contact us at firstname.lastname@example.org for repair instructions. Include your name, address, phone number and email address, and note the reason for repair.
Please allow 4 weeks for all repairs.
Ship the item needing repair to:
Lana Unlimited Co.
736 N. Western Ave., Ste.308
Lake Forest, IL 60045
*Repairs are free for all US clients with a $15 shipping fee. International clients requesting a repair will be subject to pay a $65 shipping fee.
Lose an earring? Lana Jewelry can Make a Mate! Through this program, we will create a replacement of your lost earring. All Make a Mates are half the price of the pair of earrings, plus 10% for production costs. Please send the single earring you have to the repair address above, noting your request to Make a Mate.
Due to the high quality of Lana Jewelry, many styles are made to order. As stated above, if your order is out of stock and being made to order, a Lana representative will contact you within 24 hours after your order has been placed and will communicate an approximate ship date.
Please note: Orders could take 7-10 business days to produce regardless of shipment choice. Sapphire pieces could take 4 weeks.
If you would like to know if a specific style is in stock, please contact the Lana Jewelry corporate office at 312-226-5262 (9:00 AM-5:00 PM CT) or email@example.com and a Lana Jewelry customer service representative will be in contact within 24 hours.
If you are interested in placing an order over the phone, please call 312-226-5262 at any time from 9:00 AM-5:00 PM CT, Monday through Friday.
A Lana Jewelry customer service specialist will send updates regarding the status of your order to the email address you provide in your order. You will be charged shortly after checkout for your online order, including items that are out-of-stock.
QUALITY AND CARE:
Lana Jewelry uses the highest quality gold and precious stones. All pieces from Lana Jewelry are 14KT gold, known for its beautiful color and durability, as 14KT gold is the sturdiest of gold.
Lana Jewelry uses the highest quality diamonds, even in the smallest form. All of our diamonds are hand-picked and have the following characteristics:
The diamonds used in our pieces have been purchased from legitimate sources that are conflict-free and are in compliance with the Kimberly Process.
To prevent damage to your Lana Jewelry, we recommend you store each piece separately in a safe pouch or lined box.
We recommend periodically checking the clasps, posts, hooks, and chains on your Lana pieces. Avoid exposure to harsh chemicals that could alter the physical color of gold. Remove your Lana pieces before swimming in the ocean or chlorinated swimming pools.
To clean, gently wash your jewelry in warm water and dish soap to remove everyday buildup. If you believe your piece needs extra care, please follow the repair shipment instructions above to ship your piece to us for professional polishing. Include a note in your repair package, noting your request for a “High Polish.”
PLEASE NOTE: Lana Unlimited is not responsible for any lost or damaged stones if the piece is polished by any other jeweler than Lana Jewelry.
If you notice a certain ring or bracelet size is not offered on our website, please contact firstname.lastname@example.org.
Additional chain added to necklaces and bracelets is available at an additional cost and will be final sale. Please contact the email address above with the style and amount of chain you would like added.
Get Personal Collection
All custom nameplate necklaces from the Get Personal collection take approximately 4 weeks to produce, regardless of shipment choice.
All custom nameplate necklaces purchased from the Get Personal collection are final sale, with the exception of a single letter nameplate style.
PRICE ADJUSTMENTS AND PROMOTIONS:
Lana Jewelry reserves the right to change the prices and availability of our products at any time.
Any promotions offered will be communicated on our website or via email. Exact start and end dates for promotions will be clearly stated. Any expired promotion will not be accepted, regardless of the circumstance.
How can I check the status of my order?
A customer service representative will be in contact with you within 24 hours after placing your order. Please direct all questions regarding your order status to our customer service representative and they will take care of any question or need.
For an international order, will I know the amount of duties and taxes to be paid ahead of time?
It is up to the client to request an estimate from the Lana representative they will be in contact with for the duties and taxes to be paid. This is only an estimate and could be subject to change per the country it is being shipped to. Please note: it is up to the client to pay all duties and taxes in order to receive the order.
Do Lana bracelets and rings come in different sizes?
All bracelets offered on our website come in standard size 7. All rings offered on our website come in 3 standard sizes: 6, 7, and 8. If you are interested in purchasing a bracelet or ring in a different size, please contact email@example.com and a representative will be able to provide all information to proceed with the order!
Does Lana Jewelry use any other metal than gold?
Lana Jewelry prides itself on using the highest quality gold. Currently, all styles are made with only 14KT gold.
What credit cards do you accept?
We accept Visa, MasterCard, American Express, and Discover.
Please note: Once your order is received, the card provided will be charged. If you would like to pay with two different credit cards, we would be more than happy to process this for you! Please call 312-226-5262 during normal business hours and a representative would be happy to take your information.
Does sales tax apply to everyone in any state?
Sales tax is based on the origin of Lana Unlimited Co., in Chicago, Illinois. All orders with an Illinois billing address will be charged the applicable sales tax.
Does Lana Jewelry offer any sales online?
Any promotional sales will be offered via social media (Instagram, Facebook, Twitter) and email! Be sure to register your email to receive updates and promotions!
Does Lana Jewelry have a store front?
Currently, Lana Jewelry does not have a store front, but we are carried in many retail boutiques and department stores (Nordstrom, Neiman Marcus, Bergdorf Goodman’s, Saks Fifth Avenue). Please find our “Stockists” page to find a location near you!
If you have any questions or concerns not addressed above, please contact firstname.lastname@example.org or submit an inquiry via our "Contact Us" page and a customer service representative will be in contact within 24 hours.