If there are any questions or concerns with your order, we are happy to assist you. Please email us at email@example.com, and we will get back to you right away.
Unless otherwise noted, all items are custom and made to order. Please allow 4-6 weeks for the design and fabrication process of your jewelry. Busier times of the year like holidays can have a slightly longer lead time. If you need your piece faster, please reach out to firstname.lastname@example.org before finalizing your order. We will make sure that we can finish your project on a timeline that is suitable for you. Rush services may incur additional fees.
Once we have finished making your order, we will ship it immediately at our own expense with USPS. All items over $2,000 ship USPS Express Overnight with insurance. Signature required. All items under $2,000 ship USPS Priority with insurance, which typically arrives in 2-3 days. Signature Required.
*It is important to note that during this time of shipping disruptions, although we pay for express shipping, we cannot guarantee arrival times. Once the package has been shipped, it is out of our hands. We are happy to use other carriers if you would prefer a different option besides the USPS. Just ask.
Please note that all custom items are final sales and cannot be returned or exchanged. However, we will work with you every step of the way. You will be involved in design sketches, gem choices, and the finalization process so that you are 100% thrilled with your jewelry when it arrives.
Ready to ship orders can be exchanged or refunded and must be in the original packaging in the same condition that you received it. The exchange or refund must be initiated within 30 days of the arrival of the item. (Should you need a longer lead time for a gift, please ask at the time of purchase. We are happy to accommodate you with advanced notice.)
To ship your return, please send the item care of AGE LLC to 251 Silverado Court, Oakland, CA 94605. You are responsible for the cost of return shipping. If you are shipping an item over $50, you must use a trackable shipping service and insure the package. We are not responsible for lost returns.
To complete your return, we require a receipt or proof of purchase. Once your return is received and inspected, we will send you an email to notify you that we have the item and whether the return has been approved or rejected. If you are approved, then your refund will be processed, and a credit for the item minus the cost of the original shipping will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Missing your refund? Banks and credit card companies often take a few days to a week to return funds to your account. Please start by contacting them. If you have done this and still have not received your refund, please contact us at email@example.com
Refunds and exchanges on gift items follow the designation at time of purchase. For items marked as a gift and shipped directly to you, you will receive a gift credit for the value of your return. For items not marked as a gift and shipped to the purchaser, they will receive notification and the refund as applicable.
At Shop Altana, we are always on the hunt for distinctive gemstones to work in our design process, and we often snatch up ones that especially catch our eye. In our Gem Library, you will find some of the current stones we are most excited about. These are available for purchase or for custom designs.
Not all in-house gems are listed, and we have fabulous relationships with many ethical gem dealers with absolutely huge catalogues of stones. If you do not see exactly what you are looking for, please reach out. We would love to help you source the perfect gem for your project.