F.A.Q.

A DEDICATED TEAM AT YOUR SERVICE

CLUB & MEMBERSHIP

What is Ana Luisa?

We are the first Invitation-Only Club dedicated to beautiful, simple to wear and life-proof jewelry. Read our full story here!

What are the benefits of being a Member?

There are plenty of amazing benefits of being a Member of Ana Luisa - You should check the full list here!

SHIPPING

When will my order ship?

All standard orders have a processing time of 2-4 days. Afterwards, we will ship it and it should reach you in 2-4 days.

Do you ship internationally?

Yes! We ship to every country in the world!

How do I track my international order?

We provide international delivery worldwide with an online tracking number and a signature confirmation to make sure you receive your package. Orders can be tracked through FedEx: www.fedex.com or USPS: www.usps.com.

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.

RETURNS & EXCHANGE

What is your exchange policy?

Exchanges are free for US. To exchange your product, simply ship it back in its original box 15 days after reception of your parcel. However, we won't accept your return if you already wore the piece. Weekly deals cannot be returned. 

Contact us to: contact@analuisa.com to get the return addresses.

Will I be refunded the full value of my order?

Yes! As soon as we receive your mail, we will refund you 100% with no delay.

Why is my order still processing?

Please contact our Member Care team with the order number at contact@analuisa.com and we will resolve the issue for you as quickly as we can.

Have you received my exchange?

As soon as we receive your mail, we will issue you a coupon for the value of the initial purchase with no delay and no charge! With that coupon you will be able to reorder the product you would like to receive on our website. If the product you now wish to receive is cheaper than the value of the initial purchase, we will issue you a coupon for the value of the new product, and refund you or credit your credit card for the difference between the prices of the products.

PAYMENT

What payment methods do you accept?

We accept all major credit cards: Visa, MasterCard, American Express, and Discover. We also accept PayPal payments 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 contact@analuisa.com