Shipping and Returns

DELIVERY INFORMATION

As soon as an order is made and the payment has been received and authorized, we aim to ship your order as soon as possible. Please note that we are stating the estimated delivery time, and ALONA cannot be held accountable for any third party delays.All transactions are processed in GBP (Pounds Sterling).

Orders are shipped Monday to Friday, not including any UK national holidays. If you have ordered after 1pm on a Friday your order will be shipped on the Monday.

If you need help tracking your order please message us via our online chat in the bottom right hand corner.

UK 
standard delivery:  2-4 working days - FREE (signature required)
Priority delivery: Next Day if ordered before 2pm and subject to availability - £5.95 (DHL PARCEL - signature required)
You will be provided with the tracking number by email.

If you are in the London area we may be able to offer same day delivery on request, please email queries@byalona.com for further help.

If no one is available to receive your item, a card will be left offering you the option to have the item delivered on a different date or collected from your local post office.

We try our best to deliver your item(s) within 7 days but as many of our pieces are made to order, it sometimes may take a bit longer. If you need your items by a specific date please email us at queries@byalona.com.

If no one is available to receive your item, a card will be left offering you the option to have the item delivered on a different date. 

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.

We try our best to deliver your item(s) within 9 days for European countries and within 2 weeks for international deliveries, but as our pieces are made to order, it sometimes may take a bit longer. If you need your items by a specific date please email us at queries@byalona.com.

LATE AND LOST DELAYS

Items cannot be replaced before they are classified as lost items by the courier. That is 20 working days for UK and 30 working days for international deliveries after the dispatch date.

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 courier 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.

PACKAGING 

You will receive your jewellery in a Alona logo pouch and a Alona logo gift box.

REFUNDS AND RETURNS

Should you wish to return your item for an exchange or refund you must notify queries@byalona.com within 21 days of receiving your item and include your order number in all correspondence. The item must but not be worn and returned in all original packaging. Items that have been personalised 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.  Any return to sender fee's will be covered by the customer and will be deducted from any refund amounts. 

Please note we do not offer paid return shipping labels at this time, and shipping fees are non-refundable.

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