F.A.Q's

WHEN WILL I RECEIVE MY ORDER? 
We aim to ship your order to you as soon as possible, orders typically take 1-2 working days to process and ship. 

Orders are shipped Monday to Friday, not including any UK national holidays. If you have ordered after 2pm on a Friday your order will be shipped on the Monday.

UK
Standard Delivery (Free) – 2-4 working days
Express Delivery (£5) – Next Day

All Express orders must be placed before 2pm to be eligible for next working day delivery.

If you are in the London area we may be able to offer same day delivery on request, please email or message us via our online chat for further help.
 
Europe and International
Standard International Delivery (£8 or free if your order is £95 or over) - 7-14 days.
Priority International Shipping (£12) - 1-3 days via DHL Express
 
*These are estimated shipping times - we cannot control items that may be stuck in customs*
Please note that any additional fees, duty and custom taxes in the country of destination are your responsibility. Customers are advised to check this prior to placing an order with us.
 
If you need your items by a specific date please email us or contact us via online chat. 

WHAT IF I WANT TO RETURN MY ORDER? 
Items may be returned for a refund or exchange within 21 days of receiving your order.

All items must be returned unworn and in the original box and packaging. Should you wish to return your item, please contact us stating your order number.

Items that have been personalised and engraved are not eligible for refund. 

We are not responsible for returned items lost in the mail, customs, so please collect your tracking information and insure the package for good measure. Please be sure you declare the package as RETURNED ITEMS - with no value, as we will not accept returns with a duties fee. Always include your order number with the return. 

After we receive the items, allow 1-7 business days for refund to post.

*Any items purchased on sale can only be returned for an exchange or store credit within 21 days of purchase. 

WHAT IF I NEED TO CHANGE OR CANCEL MY ORDER? 
If you’d like to change or cancel your order, please email us as quickly as possible with your order number. Kindly keep in mind, we process orders quickly and if the piece has already been shipped we are unable to cancel your order.

HOW CAN I CHECK THE STATUS OF MY ORDER? 
We will keep you updated on the status of your order directly via email, this will include updates on shipping and tracking information. If you have not received an email confirmation within 24 hours of placing your order, please check your spam/junk inbox.

DO YOU HAVE A STORE? 
We do not have a stand-alone store, yet! However, we do have our studio in Central London (Clerkenwell) where you are welcome to try the pieces and pick your favourites to buy, the team are on hand to provide styling tips and more information on the materials. If you would like to book an appointment, please contact us at sales@byalona.com including a note of the pieces you’re interested in viewing.

THE ITEM I WANT IS OUT OF STOCK! 
When an item is out of stock we work as quickly as possible to get more made. You can request to be kept updated of when the item is back in stock by heading to the product page and entering your email in email field provided.
 

THERE'S A PROBLEM WITH MY ORDER. 
Oh no! If there is an issue with the pieces received, please contact us within 7 days of receiving your order and we will sort it.

DO YOU OFFER CUSTOM/PERSONALISED ORDERS? 
For custom orders such as personalising, longer chain lengths and ring sizes please contact us before placing your order and we will do our best to accommodate your request. 

Some of our pendants have the option to engrave before placing your order, please include your engraving request in the field provided.

WHAT FORMS OF PAYMENT DO YOU ACCEPT? 
We accept all major credit cards and PayPal. 

I BROKE MY JEWELLERY, WHAT CAN I DO? 
Drop us an email or a message via our online chat, we are happy to repair items where possible to get them looking like new!

I THINK MY PACKAGE MAY BE LOST. 
Items cannot be replaced before they are classified as lost items by the Royal Mail services. That is 20 working days for UK and 30 working days for international deliveries after the dispatch date. Please contact us if you have not received your item in the advised shipping times and we will get in touch with the delivery service to look into this.

On international deliveries, your parcel is usually handled by more than one courier service. Hence when parcels are sent abroad, the actual delivery of your parcel will be their responsibility. Often delays of up to 10 days are caused by customs checks.

Parcels that are tracked as being delivered but not received by the customer (This may happen if you have provided us with your work address, where a colleague within your company or someone else has signed for). In these cases you will need to obtain a proof of delivery certificate from the Royal Mail by filling their signature request form.  Please note that ALONA does not refund nor replace items that are tracked as being delivered. For such reasons we recommend that you provide us with your home address for all deliveries.

DO YOU OFFER GIFT WRAPPING? 
All of our jewellery comes wrapped in a BY ALONA logo pouch and logo gift box. If you would like us to not include the price or invoice in your parcel, please include a note with your order.

HOW DO I CARE FOR MY ITEMS? 
We recommend keeping your BY ALONA jewellery in the dust bag provided to best prevent tarnishing and lengthen its lifetime. We recommend removing jewellery when in contact with water, perfumes and harsh chemicals to keep it in its best condition. For more information on looking after your products, please click here. 

MY GOLD PLATING IS WEARING, WHAT CAN I DO?
Drop us an email or a message via our online chat to discuss, we are happy to replate items to get them looking like new!

WHEN IS THE NEXT SALE? 
For all information on sales please sign up to our newsletter to be one of the first to know! You can also register to our Members Loyalty scheme to receive points and exclusive discounts towards your next purchase, more information here.

Still have a question we haven’t answered? Please contact us on sales@byalona.com or via the online chat with your enquiry.