Frequently Asked Questions
We're strictly following the Center of Disease Control and Prevention (CDC) guidelines and are currently taking extra steps to keep our products, our employees, and you, our valued customers, safe. Our online store remains open 24-7 and our Logistics team makes sure your new pieces are shipped to you as fast as usual. Reach out to us via email, talk to us on social media, tell us what you want to hear from us. We’re still there, and will keep on sharing with you the collections we’ve been working on for the past few months. In the meantime, stay safe and be well.
- The Ana Luisa Family
Will my order be delayed?
Orders are always shipped Monday-Friday excluding holidays. The transit time might take longer than usual due to COVID-19. As we try our best to provide exceptional service, some factors like delays in shipping and handling are outside of our control.
Shipping times can also depend on the items you're ordering.
Preorder: We only offer limited quantities of our designs to ensure ethical sustainability practices in our production processes. However, we want everyone to get a chance to enjoy their favorite pieces! We offer preorder items so that you can hold a spot before it's sold out. Please be sure to note the estimated shipping date on the product page.
In stock: Yay, good news! The item you like is available in our warehouse and is ready for shipment!
Is my package and product safe?
We understand that you may have concerns and the official
CDC FAQ page
has some helpful information regarding how COVID-19 is transmitted,
"In general, because of poor survivability of these coronaviruses on surfaces, there is likely very low risk of spread from products or packaging that are shipped over a period of days or weeks at ambient temperatures. Coronaviruses are generally thought to be spread most often by respiratory droplets. Currently there is no evidence to support transmission of COVID-19 associated with imported goods and there have not been any cases of COVID-19 in the United States associated with imported goods. Information will be provided on the Coronavirus Disease 2019 (COVID-19) website as it becomes available."
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 (US orders)?
Please allow us up to 2 business days to process your order. Afterwards, we will ship it and it should reach you within 3 to 5 business days.
The items that I wish to purchase are currently out of stock, will they be restocked?
The majority of our items are scheduled to be restocked, please click on "notify when available" on the product page to receive an email notification 💌
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.
How about international shipping?
We also offer free international shipping for orders above €130!
How do I track my order?
For domestic order: You can track your order on USPS or click here to track your package.
For international order: Please click here to receive the most updated delivery information.
You will need:
1. The order number (beginning with GE)
2. The email address used to place the order
Please note, packages shipped via tracked mail (as opposed to express courier service) do not provide continuously updated tracking information - the details are updated every few days.
Do you deliver to P.O box addresses?
We can ship to P.O box addresses only in the US 🇺🇸 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 to 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.
Can I use multiple discount codes on a single order?
Unfortunately, discount codes don’t stack and only one code is eligible per order.
Will I be charged duties and taxes?
United States: duties are included in the shipping fee. Taxes are applied at check-out according to the state/province of the shipping address.
International shipments: duties and taxes are now calculated
within the final price before you complete the payment. Therefore,
you won’t have extra charges after you receive the order. However,
if you receive a duties invoice afterward feel free to contact us
This only applies for order number containing GE
Can I refuse to receive a package?
If you do not wish to accept a package for any reason, you will be fully responsible for the return fees that charge to Ana Luisa.
I think my package may be lost / I haven’t received my package yet.
We are very sorry to hear this! Please email firstname.lastname@example.org and we are happy to assist you in filing a lost package claim. Please kindly note that we are not responsible for any lost or stolen package(s) once it has been delivered by the courier.
Also, international shipping to certain countries can take 2-4 weeks and Ana Luisa is not responsible for any shipping delays caused by customs clearance, weather conditions, or any unforeseen circumstances. If you have any issues with your order once it has left our warehouse, please contact your chosen carrier first as they may have additional information regarding your package.
What kind of packaging will I be receiving my jewelry in?
The jewelry will be stored in its own pouch and will be shipped with our eco-packaging, made from 100% recycled paper.
Do you offer a gift box?
Yes, we do offer gifting options with a blue gift box. Please see more information about our gift box here
What are the giveaway rules?
Please follow this link for more details
What is your return policy?
For US orders, we accept returns and exchanges within 30 days of receiving your order, only 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 €11 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 will be giving you only a partial refund.
How to return an item in the US?
To initiate a domestic return, visit our Return/ Exchange Portal here.
1. Enter your order number and your email and select the return items button.
2. Select the item you wish to return or exchange and specify the reasons
3. Select if you want to have a store credit, refund, or exchange.
4. 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.
Please note that you have 30 days period to receive a full refund once you have made the purchase, otherwise it will be considered as a store credit.
How about international returns?
To initiate an International return, visit our Return Portal here.
You can choose between two return options:
The first option is a pre-paid label, deducted from the original total from your order.
The second option is going through a carrier of your choice. The return fee varies in different countries depending on your currency. Pick-ups are not included in this service. Any duties and taxes paid are nonrefundable.
1. Enter your order number and your email and select the return
2. Select the item you wish to return and specify the reasons
3. Select the option for the shipping method.
4. 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
Please note that you have 30 days period to receive a full refund once you have made the purchase, otherwise it will be considered as a store credit
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 €11 charge if you fail to return the item(s) back with its original packaging.
For returns, do I need to send back the free gift?
Yes, in order for us to process your return, we need to receive the free gift back along with the return package otherwise, the free gift will be charged at full price. If you have any further questions, please do not hesitate to email us at email@example.com
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 firstname.lastname@example.org. We always want to make sure you’re happy with your purchase and we will gladly exchange a piece of jewelry for another.
Why is my order still processing?
Please send an email to email@example.com 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 firstname.lastname@example.org. 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 Abaqoos, Alipay, AmazonPay, American Express, ApplePay, Argencard, Aura, Bank Transfer, Boleto Bancario, Cabal, Cartao MercadoLivre, CashU, Cencosud, CMI, CMR Falabella, Cordial, Cordobesa, CouponPayment, Débito Banco do Brasil, Débito Bradesco, DineroMail, Diners, Discover, Dotpay, Elo, eNETS, ePlatby pro eKonto (eBanka), EPS, Finnish E-Banking, GiroPay, Hipercard, iDeal, JCB, Klarna, Lider, Magna, Mastercard, MastercardInstallments, Mistercash, Moneta, Multibanco, Nativa, OCA, OneCard, Paypal, PaypalExpress, POLi, Przelewy24, Qiwi Wallet, Russian Cash Terminal Payments, Russian Wallet Payments, SafetyPay, Servipag, Slice it, Sofortbanking, Sofortuberweisung, Tarjeta Naranja, Tarjeta Shopping, Tenpay, Transferencia Entre Contas (Bradesco), Troy, Trustly, Trustpay, UnionPay, Visa, VisaInstallments, Webmoney, WeChat, Yandex.
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 email@example.com
What is your lifetime warranty offer?
We promise to take care of your jewelry should there be any manufacturing defects, or unacceptable breaking/repairs. 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.
Does your jewelry have a warranty?
Yes, you get a lifetime warranty for any jewelry piece from Ana Luisa! Unlike any other jewelry brand, we are so confident in the quality of our craftsmanship that we offer a complimentary lifetime warranty.
What is covered by the free lifetime 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 it with a like-kind or allow a refund equal to the selling price of the original item or component (refund will only apply to every order within 30 days from the date of purchase).
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
- 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.
Are you carbon neutral?
Yes, Ana Luisa is a carbon-neutral company. We offset 100% of our carbon emissions from cradle-to-grave, thoroughly taking into account the full lifecycle of all our products, from the extraction of raw materials until the disposal of our pieces.Read more about our Sustainability approach Read more about the projects we support
Is your packaging made of 100% recycled materials?
Less is more. Our packaging is reduced to the essentials; there’s no need for useless extra layers when the product speaks for itself. All our shipping mailers are made of 100% recycled paper.
How do you make jewelry in a sustainable way?
Our jewelry is made with clean, low-impact and recycled materials as much as possible. We put our zero-waste philosophy to work every day, releasing limited-run batches every Friday and saving only the best casts for larger production. We believe nothing is really lost; it's all about transformation.Read more about our production philosophy
Are your gold and silver recycled?
Yes! All of our 14k solid gold and sterling silver pieces are made of 100% recycled metals from previously owned jewelry, industrial metals and electronics components. We use eco-brass for our gold plated pieces, and exclusively partner with jewelers using audited plating facilities.Read more about our recycled materials
Are your diamonds conflict-free?
We exclusively use 100% sustainable lab-grown diamonds (no mining required), meaning their background is traceable, peaceful, and earth-friendly. Our collection is made of SI clarity diamonds with a G/H/I color-grade.Read more about our sustainable materials
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, 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 Ana Luisa pieces will shine for a longer period of time if taken care of properly. Our pieces are delicate so we highly recommend you do not get it in contact with perfume while also making sure to always remove your jewelry before you swim, shower, apply lotion, makeup or perfume to minimize scratches and other damages, store your piece in the pouch that we provided or in a separate compartment in your jewelry box.
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 to measure ring size
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