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 email@example.com or 312-226-5262.
U.S Complimentary Ground Shipping:
Complimentary ground shipping is provided for all orders at checkout. This does NOT apply to items not in stock. If an item is not in stock, you will receive an email notification. Please allow up to 14 days for items not in stock to be produced and shipped. All orders require a signature upon delivery. Your order will be shipped within 2 days if ordered by 2:00 PM (CT) on Friday, Saturday, or Sunday will be processed on Monday.
For rush or custom orders, please contact customer service at 312-226-5262.
U.S Overnight Shipping:
International Shipping FAQ's
Q: Do you ship to my country?
A: Yes, we’ve partnered with International Checkout, to place an order, simply add the items you wish to purchase into our Shopping Cart and choose the "International Checkout" option. Your items will be transferred to International Checkout for processing. You will then be able to select your billing and shipping country.
Q: How long does it take for orders to get to my country?
A: International Checkout provides two shipping options:
- Standard Shipping: delivery in approximately 8 – 20 business days
- Priority Shipping: delivery in approximately 4 – 10 business days
Please note that transit times are estimated and do not include any delays caused by customs.
Q: What payment methods do you accept?
A: International Checkout is offers a secure payment portal for Visa Card, MasterCard, Discover Card, American Express, JCB Card, Diner's Club Card, PayPal and Bank Transfer. Visa Card, MasterCard, and JCB Card payments will be processed in your local currency.
Q: How much does it cost to ship to my country?
A: To determine the cost of shipping and handling to your destination, please follow these steps. No personal or payment information will be required and you will not be obligated to place an order.
- 1. Select and add all of the items you wish to purchase to the shopping cart and select the “International Checkout” button.
- 2. Select your payment method (the payment method you choose will not affect the cost of shipping and handling).
- 3. Select your billing and shipping country.
- 4. Select your shipping method (Standard or Priority) and whether you would like to prepay duties and taxes.
- 5. You will see an all inclusive price for all of the costs associated with your order, including delivery.
Using our regular checkout for international orders:
Shipping is calculated, however the client is responsible for the duties and customs upon arrival of the package.
RETURNS AND EXCHANGES:
Returns or exchanges must be made within 10 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 firstname.lastname@example.org 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.
Repairs to broken chains and earrings are $30.00. International clients requesting a repair will be subject to pay a $75.00 repair fee and it is up to the client to pay any applicable duties and taxes.
All diamond or other precious stone replacements are priced on a case by case basis. Please contact email@example.com to receive more information.
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
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 14 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.”
The herringbone is a complex chain. The chain is not completely flexible and cannot be bent. Once bent, a kink is created and cannot be removed. This chain is not repairable. Please be mindful when caring for your Liquid Gold pieces. When not in use, lay flat in a safe, temperature controlled area, like a jewelry box or drawer. When traveling, package in a secure way so the chain will always lay flat.
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?
If International Checkout is used, customers have the option of paying duties and taxes estimated at checkout or once the order has been shipped to the designated country. All international customers are responsible for paying duties and taxes.
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 customers who live in Illinois are required to pay 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.