FREQUENTLY ASKED QUESTIONS
TIMETABLE & SHIPPING
How long will it take to make my jewelry?
Please read the listing carefully to determine if the item is ready made or made to order. Pieces marked “ready made” are currently in stock and ready to ship. Everything else is made to order by hand in our Oakland studio. Each individual made to order piece will have the fabrication time listed clearly within the item description. Most everyday jewelry items that are made to order will be completed in a 1-2 week period. More complex items like custom engagement work can take 3-4 weeks. The timetable can be slightly extended during the holidays. Please inquire at firstname.lastname@example.org before purchase if you have a deadline.
What is your shipping policy?
Our full shipping timetable and policies can be found here. We ship with USPS Priority and Express Overnight with insurance and tracking. You must be present to sign for your delivery.
Do you offer rush orders & shipping?
In most cases we can accommodate rush orders and shipping. Additional fees may apply. If you need your jewelry to be made and shipped quickly, please reach out to email@example.com before placing your order to ensure that we can meet your timeline.
Can I pick up my order instead of shipping it?
We are happy to offer local pickup for customers. Call the store at 510.488.9960 or email us at firstname.lastname@example.org for an appointment
RETURNS, REFUNDS, & EXCHANGES
Do you accepts returns & exchanges?
For a full breakdown of terms, please see this page. We accept returns and exchanges on ready made pieces if returned within 14 days of receipt of the item. The item must be in its original condition and packaging. And a 5% restocking fee will apply. Please email email@example.com with your order number to obtain a Return Authorization Form.
Can I return a gift?
A more thorough answer to this question can be found here, but the short answer is yes. We will accept returns and exchanges on gifts in the original condition and original packaging up to 14 days from their receipt with a 5% restocking fee. Please email firstname.lastname@example.org with your order number to obtain a Return Authorization Form.
What does the custom process look like?
This is one of the most common questions we get! We explained the whole process here. Once you’ve read through the steps, make sure you head over to the Custom Gallery to see past projects.
How long does the custom design process take?
This process can vary widely depending on how clear the client is on their desired design, what materials are needed, and how complex the design is. In general, most custom projects at Altana are completed in a 4 to 10 week range.
Can I order a custom piece if I'm not local?
Absolutely! We work with a large number of long distance clients. We have extensive experience with virtual design processes. We will make sure we send you as many media options as possible, where colors and sizes will show accurately to their real life appearance, and macro photos and videos of the stone in question until you are sure you love it. If needed, we can further discuss how it would be possible for you to see the stone in person.
Can I reuse heirloom jewelry or loose stones in a custom design?
Absolutely! Many of our custom pieces throughout the years have been made in part or entirely out of heirloom jewelry from our clients. If you are interested in the possibility of reusing something, please make an appointment to talk with us about your options. We will need to evaluate your piece and ensure that the stones are not chipped or compromised. The remaining metal can be either incorporated in the design or used as a credit towards your piece. Before we use any heirloom jewelry in a customer’s piece, we ask our clients to get the original items appraised and insured to protect their value during the design process. We are always as careful and thoughtful in the fabrication as possible, but there are small risks involved. Shop Altana is not responsible for any damaged gemstones.
Do you offer financing or payment plans?
Yes. We currently accept Affirm.
APPRAISALS, REPAIRS, RESIZING, & ENGRAVING
Do you offer appraisals?
Official appraisals must be done by a certified appraiser. We have a fabulous local third party appraiser who offers assessments for $150 through the store. Please contact us to make an appointment for this service.
Do you offer repairs?
Not many fine jewelers offer repair services these days, but we continue to believe in the importance of this service. At Shop Altana, we will repair both items we sell and items clients have purchased from outside sources. Because jewelry repair can be tricky depending on the situation, it is impossible for us to offer a pricing guide for these services. If you are local, please make an appointment to bring your piece into the Oakland store so that we can assess the services required and give you a quote. If you are not local, please email us at email@example.com for a repair form and guidelines.
Do you offer resizing?
Yes! Here's the information you need.
Do you offer engraving?
Yes! We work with a fabulous local hand engraver. Please reach out if you'd like to add engraving to an existing piece or have one of our pieces engraved.
CARE, SIZING, AND GENERAL FAQS
How should I care for my jewelry?
Great question! See our jewelry care guide here. And our jewelry care products will be live on the site soon. Local clients are always welcome to set up an appointment for a complimentary cleaning and prong check at our Oakland store.
How do I figure out what ring size I need?
Here’s our sizing guide. And shortly our site will offer free sizers as well.
Do you guarantee your work?
Absolutely. All Altana brand made to order and custom jewelry is covered by a limited lifetime guarantee in workmanship. We make our pieces by hand in our studio with careful attention to detail. We are confident that you will find them to be solid, life-long pieces. Our warranty does not cover normal wear and tear, abuse, or neglect. We highly recommend bringing your pieces in every 6 months for a complimentary cleaning and prong check to ensure the safety of your stones. We are not responsible for stones lost or damaged due to bent or worn out prongs. Our warranty is null and void if the jewelry is modified, repaired, resized, or worked on in any way by an outside jeweler.
Can I see your jewelry in person?
Yes, please! We can’t wait to have you stop by the new store. Shop Altana is located at 4206 Piedmont Avenue in Oakland. Current hours are Wednesday through Saturday, 11:30-6:00 PM, by appointment only. Call the store at 510.488.9960 or email us at firstname.lastname@example.org for an appointment.
Do you buy loose gemstones or metals?
We do not currently buy loose gemstones or metals from clients, but we are happy to help you use those materials in a new project. Reach out to us at email@example.com if you’d like to talk about your options.
We will not sell, share or trade any information you supply to us with a third party. Any information we collect is used to provide you with a better shopping experience and to notify you via email of new products and upcoming sales. If you would prefer not to receive these emails, you may opt out at any time by changing your Email Notifications status.