Frequently Asked Questions
A DEDICATED TEAM AT YOUR SERVICE
Shipping & Ordering
Where does Ana Luisa ship?
We currently ship everywhere in the US, including Alaska and Hawaii, as well as Canada, Australia, Europe and a total of over 200 countries. Our goal is to bring eclectic jewelry to the whole world, and it starts with you :-)
When will my order ship (domestic orders)?
Please allow us up to 2 business days to process your order. Afterwards, we will ship it and it should reach you within 2-4 business days.
Do you process my order on weekends?
No, we only process orders from Monday to Friday. Not on weekends or holidays.
How much does shipping to the US cost?
We offer FREE USPS First-Class Mail on all domestic orders over $75 and $5.99 on orders below $45.
How about international shipping?
We also offer free international shipping for orders above $75!
How do I track my order?
For orders shipping to the US, you can track your order on USPS. We also provide international delivery worldwide with an online tracking number which we will provide to you.
Do you deliver to P.O box addresses?
Yes. However, we cannot ship via a traceable method to any post office boxes. Delivery time cannot be guaranteed nor can the package be tracked. We also cannot be held responsible if you do not receive your package. We encourage all deliveries be made to a physical address so packages can be tracked.
What should I do if I want to cancel or update my order?
You can cancel or update your order as long as it has not been packed and/or shipped. We will do our best to accommodate any changes or cancellations before the order enters our shipping queues. Please just email email@example.com to cancel an order or update your shipping/order information.
I think my package may be lost / I haven’t received my package yet.
If your package is showing as delivered and wasn’t, please email firstname.lastname@example.org. We are happy to look further into it for you!
Returns & Exchange
What is your return policy?
For US orders, we accept returns and exchanges within 30 days of receiving your order for unworn or unused items. Please note that we are also unable to return any items once they have been altered by a third party jeweler.
If you need to return an item, it must be returned in the same condition in which it was received, and it must include all items that were in the original package. For example, failing to send back the original box and the pouch will result in a $10 charge on your refund.
If the returned item is missing any parts, or is damaged during return shipping because it wasn’t packaged correctly, we can deduct the amount of loss and give you only a partial refund.
How to return an item in the US?
To initiate a domestic return, scroll down to the bottom of our home page and click “Returns” OR visit our Return Portal here.
1. Select your items, reason and shipping method and click “Confirm.”
2. Please allow 2 to 4 business days to process the return once it’s received. You will be notified via email once the refund has been issued.
We will refund the price of the merchandise including any taxes you were charged upon receiving the return.
Depending on your bank, please allow up to two billing cycles for your credit to appear on your statement.
How about international returns?
If you are located outside of the US and want to return an international order during the 30-day period, please email email@example.com to let us know. Shipping fees are calculated per country. And we can cover up to $30.
Will I be refunded the full value of my order?
As soon as we receive your package and should you meet with our return requirements, a full refund will be issued back to your original payment method within 5 business days. Once your refund has been processed, a refund confirmation will be sent to the email address provided at checking out. Your financial institution may require additional time to process the refund to your account.
Please note that there will be a $10 charge if you fail to return the item(s) back with its original packaging.
Why is my order still processing?
Please send an email to firstname.lastname@example.org and we will look into your order as quickly as we can.
Can I do an exchange instead of a refund?
Absolutely. If you’re not 100% satisfied with your order and you are looking for something else, shoot us an email at email@example.com. We always wants to make sure you’re happy with your purchase and we will gladly exchange a piece of jewelry for another.
Have you received my exchange package?
You will be notified by email once we receive your exchange package.
What payment methods do you accept?
We accept payments via: Visa, MasterCard, American Express, and Discover. We also accept PayPal, AliPay and Amazon payments.
Is my payment information safe?
We're here to assure you that your credit card information is safe when you're ordering from our site. This Site incorporates physical, electronic, and administrative procedures to safeguard the confidentiality of your personal information, including Secure Sockets Layer ("SSL") for all financial transactions through this Site.
Why has my card been declined?
A common reason for orders declining is due to the billing address details being entered incorrectly. When you proceed to checkout, please make sure that all of your personal information matches the exact information on your credit card. If some information doesn't match, the transaction will not go through. If you are still experiencing problems and you would like to speak with a customer service member directly, please email us at firstname.lastname@example.org
What is your 1-year warranty offer?
We promise to take care of your jewelry should there be any manufacturing defects, or unacceptable breaking/repairs within a 1-year time frame. Our warranty does not cover general wear and man-made damage or lost pieces. Please note that Ana Luisa is not responsible for lost or stolen items once declared 'Delivered' by the delivery service. We are also unable to return any items once they have been altered by a third party jeweler.
International repairs are examined on a case-by-case basis. Please reach out to email@example.com so we can see how we can best help.
Does your jewelry have a warranty?
Yes, you get one-year warranty for any jewelry piece from Ana Luisa! Unlike any other jewelry brand, we are so confident in the quality of our craftmanship that we offer a complimentary 365-day warranty.
What is covered by the free one-year warranty?
We stand behind our products and quality that all items will be free from manufacturing defects. If you believe your item has a manufacturing defect, you may return it to us for inspection. If we determine your item is damaged due to a manufacturing defect, we will repair it or, if we deem appropriate, replace it. If the item is no longer available, Ana Luisa may, in its discretion, replace with a like-kind or allow a refund equal to the selling price of the original item or component.
If we determine that the damage is not caused by a manufacturing defect, then we will notify you and let you know if repair services are available at cost or otherwise.
Please note that slight irregularities and variations in craftsmanship, natural characteristics, internal inclusions, visible or otherwise, and in colored gemstones are considered as part of the character of the piece, and should not be considered a manufacturing defect.
I have received a damaged / defective item.What do I do?
If you believe you’ve received a damaged or defective item, please contact our Member Care team and be sure to include the following information:
- The original order number & your current shipping address
- Photographs of the defective or damaged item
- Description of how the product arrived (damaged box)
- The moment when you noticed the damage (at arrival, the following day, etc.)
We’ll respond as quickly as possible and make it our priority to resolve this situation as soon as possible.
Why is Ana Luisa jewelry more fair-priced than other luxury brands?
Jewelry from other companies face a lot of markups. The brand who makes it, the retailer who sells it, and in some cases a licensing company who gets it there. All these entities take their cuts before a pair of earrings even gets to market. The end result: overpriced (and not-that-great) jewelry.
Coming from a jewelry design and production background, we decided to go direct-to-consumer in order to offer high-end jewelry at a fair price.
Since we only sell directly to our customers on analuisa.com, our jewelry doesn’t have all of those markups driving up the price, so we can bring you higher quality (that we can guarantee) at much lower prices.
Materials & Care
Is your high fashion jewelry line plated with real gold?
Yes, we only work with thick 14K GOLD plating to ensure our customer's satisfaction and to maintain Ana Luisa's high jewelry standards.
What makes up 14k gold?
14-karat gold is made by mixing pure gold with copper, nickel, zinc, etc. These non-gold metals are added to make the alloy more durable than pure gold, which is very soft. Here is the breakdown - 58.3% pure gold, 30% silver, and 11.7% copper.
Do you also offer solid gold jewelry?
Yes, we also offer a line of high quality 14K solid gold jewelry — and you can find it here.
How should I take care of my jewelry?
Your jewelry is made for everyday wear, but not everyday handling. We suggest necklaces, bracelets and earrings be put on and stay on for optimal use and wear. When we remove them for bed, workouts, showering, they can get stretched out and weaken over time. For rings, gently remove from the side of the ring, never from the top stone, when you’re applying lotions, before a strenuous workout, or any other situation where the ring may become loose and fall off. Otherwise, rings can be worn to bed, in the shower, and to swim. When not worn, store your jewelry in soft cloth bags or the original box to protect them from the elements of daily exposure.
My skin is very sensitive to jewelry, what products should I pick?
We hear very often that our customers had previous issues with other jewelry brands. This is because these brands do not use the same quality of metals and plating as we do. Therefore, shopping for sensitive skins is much easier at Ana Luisa.
We usually recommend to order pieces from our fine section, which means solid sterling silver or solid gold.
How do I measure my ring size?