FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTIONS

SHIPPING

When will my order ship?

Be sure to check the product page for production time associated with your order.

In stock items will be processed within 3 business days. For items not in stock, please allow 14 business days from the day your order was placed to allow for production lead times.

Once your order is ready, you’ll receive shipping confirmation via email where you can find your FedEx tracking number.

How soon will I receive my order once it ships?

Orders ship using FedEx 2-Day within the United States, and FedEx International for international orders. FedEx Overnight is available for purchase on domestic orders. Selecting FedEx Overnight does not expedite production or processing time.

Is a signature required for delivery?

Yes, for security purposes, we require a signature upon delivery. This ensures that your precious jewelry reaches you safely.

Do you ship internationally?

Yes, we ship internationally! Please note that all international customers are responsible for paying any applicable duties and taxes. Customers have the option to pay duties and taxes either at checkout or when the order arrives in the designated country.

Can I update my shipping address on an existing order?

To change your shipping address, you may reach out to customerservice@lanaunlimited.com with your order number and updated shipping address.

RETURNS & EXCHANGES

What is your return policy?

Returns and exchanges must be initiated within 10 business days of receiving your order. To initiate, you may email customerservice@lanaunlimited.com and our team will be in touch with you regarding instructions.

How do I ship my return back to you?

Your return or exchange must be shipped secure (including your original invoice) & insured via FedEx or UPS. Customers are responsible for any return shipping fees.

When can I expect to receive my refund?

Once our team receives the return, funds will be returned to the customer's original form of payment within five business days.

What items are not eligible for return?

All sale and customizable items are final sale, in which case they are not eligible for refund, exchange, store credit, cancellation, or price adjustments. Returns kept past 10 business days are also not eligible for refund, exchange, or store credit.

PRODUCT & SIZING

Do you offer custom sizes not listed on your website?

If you are interested in purchasing an item in a size that is not listed, please contact goldstylist@lanaunlimited.com and a representative will be able to provide all information to proceed with the order!

Does LANA use any metal other than gold?

We pride ourselves on using the highest quality gold. Currently, all styles are made with only 14k Solid Gold.

FINANCING

Which credit cards do you accept?

We accept Visa, MasterCard, American Express, Discover, and PayPal. Additionally, we offer Buy Now, Pay Later financing options through Afterpay and Affirm.

What is Affirm Finance?

Affirm is a more simple, transparent, and consumer-friendly alternative to credit cards. It offers instant loan decisioning for online purchases to be paid in fixed monthly installments. You may find more information about how Affirm works here.

Does Sales Tax apply to everyone in any state?

We are required to charge tax for orders shipping to the following states: Illinois, Iowa, Pennsylvania, & Texas. In the future, we may begin to collect sales taxes in states where we reach economic nexus thresholds.

REPAIRS

How can I get my item repaired?

Please submit the form located on our Repairs & Product Care page, and our team will reach out to you shortly with repair instructions.

Have a question not listed here?

 

Our customer service team is available Monday - Friday 9AM - 5PM CST

If we are unavailable to take your call, someone will be in touch within 24 business hours

 

 

312-226-5262
CUSTOMERSERVICE@LANAUNLIMITED.COM