Returns, Refunds, & Exchanges – Altana Marie
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Returns, Refunds, & Exchanges

Returns & Exchanges for Purchases

Ready to ship orders can be exchanged or refunded and must be in the original packaging and in the same condition that you received it. The exchange or refund must be initiated within 14 days of the arrival of the item. There is a 5% restocking fee on all returns and exchanges.

Online Customers: DO NOT MAIL YOUR RETURN TO THE OAKLAND STORE. No mail is accepted at the shop. Online customers interested in returning a piece must first contact with your order number. You will be emailed a Return Authorization Form that includes shipping information and guidelines. Buyers are responsible for shipping costs both ways.

Local customers: If you are interested in returning or exchanging a piece that you bought from the store, please bring the piece back in its original condition and packaging within 14 days of purchase.

All custom items, personalized jewelry, final sale items, and special orders cannot be returned or exchanged. However, we have never had a client express a desire to return a custom piece. We work closely 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.

Returns & Exchanges for Gifts

Refunds and exchanges on gifted items of ready made pieces 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 the notification and the refund as applicable. Please remember that all conditions above apply. The item must be received in the same condition and same packaging as you received it. The return or exchange must be initiated within 14 days of receiving the item. A 5% restocking fee applies. And the customer is responsible for shipping both ways.

(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.)


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.


We always encourage our customers to take out an insurance policy on their jewelry no matter where you purchase your pieces. The loss of important jewelry is more common than you might imagine, and damage or theft also sometimes occurs. Remember that loss (like the loss of your full ring or of the center stone for example), damage, and theft are never covered by your jeweler’s workmanship guarantee.

You may be able to add your pieces to your homeowner’s policy or to your rental insurance. If you would like to take out a separate insurance policy on your jewelry, we have had fabulous experiences using Jeweler’s Mutual. (We are not in any way affiliated with this company- just sharing a recommendation.)

In some situations, this might require a certified appraisal to determine the value of the piece. If you would like to have your jewelry appraised, please inquire. We work with a local third-party appraiser who can value your piece for a fee of $150.

Gem Library

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.


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