Welcome to Alana Norell’s shipping and policy information page. We are open Monday through Thursday from 10:00am to 6:00pm and Friday from 10:00am to 4:00pm U.S. Eastern Standard Time. If you are having difficulty placing your order or if you have questions, please e-mail us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call (212) 420-7027.

Click to view our topics:
Returns & Exchanges |  Payment Methods |  Product Care |  Repairs

Shipping Information

Order & Shipping Confirmation:
Order and shipping confirmations will be sent via e-mail to the e-mail address you provided us upon checkout.

Overnight Delivery:
Please call us at (212) 420-7027 to schedule an overnight delivery for an additional charge.

Gift Orders:
For gift shipments, we can include a hand written note with your message. All orders are always put in a gift box and tied beautifully with a bow (except the HOT Trends which are shipped in a complimentry pretty pouch). If you would like either of these services, please call us at (212) 420-7027 to let us know.

Please feel free to contact us if you have questions about the delivery of your order.

Order Status & History:
You may check the status of your order if you register on our website when placing your order. If you do not wish to register, we will email you once your order ships, to the e-mail address provided. ALL MISSING SHIPPMENTS MUST BE REPORTED AS MISSING WITHIN 30 DAYS OF SHIPPING CONFIRMATION EMAIL. Thank you for your understanding.

Returns & Exchanges

Returns:
We accept returns for all pieces not visibly worn or damaged within 14 days from the shipping date, however there is a 15% restocking fee. Please call us at (212) 420-7027 to obtain an RA#, our address, and to alert us that your package is coming. ALL ENGRAVED PERSONALIZED JEWELRY IS FINAL SALE. ALL CUSTOM JEWELRY ORDERS ARE FINAL SALE.
Inside the package, please include:

1) The Sales Receipt with RA# written on the receipt.
2) Please also write the Reason for Return on the Sales Receipt.
3) The Returned Item, including the jewelry box it came in.

*For products purchased at trunk shows, please note that the commission paid to the event (if applicable) will not be refunded.

All returns must be received in the same condition as when they were originally received. In order to guarantee this, please take extreme care when returning the item to us. For your protection, we recommend insuring the package for the full purchase price and obtaining a tracking number. Please package your item securely. Packaging materials such as bubble wrap or a bubble mailer are highly recommended.

Your credit card will be reimbursed for the total amount of the item(s) minus the cost of shipping & handling. If you paid with cash or check you will receive and check to the address provided.  Please allow 3-7 business days after receipt of the returned item for the refund to appear on the credit card of the original purchaser and 7-14 business days for your check to appear in the mail.

Exchanges:
We are happy to exchange or upgrade all pieces not visibly worn or damaged within 21 days from the shipping date. Please call us at (212) 420-7027 to alert us that your package is coming and to obtain our address. ALL ENGRAVED PERSONALIZED JEWELRY IS FINAL SALE. ALL CUSTOM JEWELRY ORDERS ARE FINAL SALE.
Inside the package, please include:

1) The Sales Receipt.
2) Please also write the Reason for Exchange on the Sales Receipt.
3) The Item to be Exchanged/Upgraded, including the jewelry box it came in.
4) Please write the New Item and Size you would like on the sales receipt.

All exchanges must be received in the same condition as when they were originally shipped. In order to guarantee this, please take extreme care when returning the item to us. For your protection, we recommend insuring the package for the full purchase price and obtaining a tracking number. Please package your item securely. Packaging materials such as bubble wrap or a bubble mailer are highly recommended.
Unless otherwise specified, the new item will be sent to the same shipping address given when the original order was placed.

We do not keep credit card numbers on file. Please call us at (212) 420-7027 if there is any difference in pricing, so that we can either refund or charge the difference.

You will be notified by e-mail once your exchange is complete and your new item is shipped.

Order Cancellation:
You may cancel an order without penalty prior to shipment, however if the piece has been made especially for you there is a 15% restocking fee. ALL PERSONALIZED JEWELRY IS FINAL SALE AFTER ENGRAVED. ALL CUSTOM JEWELRY ORDERS ARE FINAL SALE. If you wish to cancel the order after the shipment has occurred, the shipping charges will not be reimbursed.

To cancel an order please call us at (212) 420-7027.

Payment Methods

We accept following credit cards: VISA, Master Card, Discover, and debit cards. Purchases are charged to your credit card when you place your order.  Our Website is a secure site, please see our Privacy Policy for further information.

We do accept personal checks and your order will be processed as soon as your check clears. Please contact us at (212) 420-7027 if you prefer this payment method, or choose this method of payment at checkout.


Sales Tax
Sales tax applies to items shipped only within New York State.

Product Care

Sterling Silver:
Sterling silver has a natural tendency to oxidize when exposed to light and oxygen. This is easily remedied with a little liquid silver polish. Simply place the piece in the polish and let it sit for 10 minutes, then rinse with water.

Gold-filled and Gold plated:
You may gently use gold polish to shine gold-filled pieces though with proper care you should not need to. Do not rub gold plated with a polishing cloth as it may take off the gold finish on some pieces.
Avoid spraying perfume on or near your jewelry, as the alcohol will wear away at the plating. Also, the plating will last longer if it stays dry so it is not recommended to shower with this jewelry as the soaps and washing agents you use could have an affect as well.

Gold plating should not wear off if cared for and worn properly. In an event that it does occur you may send it back for a $25 re-plating fee. Gold filled can be re-plated as well. Please contact us for cost as each piece varies slightly in price.   


For ALL Jewelry:

Treat your jewelry with care, protect from cosmetics, hairspray, lotions, and anything else that may have harmful chemicals.

Always avoid harsh detergents and cleaners, especially ammonia and chlorine bleach, as they will degrade the precious metals. For this reason, please remove our jewelry before swimming in chlorinated water.

Your jewelry should not darken or tarnish at all if you store it in an airtight, plastic bag. This is how we recommend storing ALL your silver and gold jewelry (in airtight bags and/or containers).

Repairs

If the item is damaged during shipping, please contact us as soon as you receive your package. The customer will be required to return the item immediately and will not be charged for the repair. If the customer fails to return the item within 7 days of receiving it, the customer will be charged for the repair.

Please take extreme care when returning any item(s) to us. For your protection, we recommend insuring the package for the full purchase price and obtaining a tracking number. Packaging materials such as bubble wrap or a bubble mailer are also highly recommended.
Please include:

1) The Sales Receipt.
2) A letter describing the repairs to be made.
3) Your mailing address, your e-mail address, and your phone number.

We will contact you with an estimate of the cost and time needed to complete your repair prior to beginning any work.

Gold plating should not wear off if cared for and worn properly. Please see the “Caring for your jewelry” section below. In an event that it does occur you may send it back for a $20 re-plating fee. Gold filled can be re-plated as well. Please contact us for cost as each piece varies slightly in price.   

If you need to obtain a copy of your sales receipt, or if you would like additional information, please call us at (212) 420-7027.

If you have any questions, please call us at (212) 420-7027.

Jewelry Sizing

If you would like any of our jewelry in a size not offered on line please call us at (212) 420-7027 and we will be happy to accommodate you.