Frequently Asked Questions

“What is ‘Gold Filled’?”
Gold filled is not the same as Solid Gold. It is a fraction of the cost of Solid Gold and is made by bonding solid gold to a base metal to give it the appearance of Gold. The process involves a high amount of heat and pressure and the resultant gold filled piece is typically more durable and of better quality than a gold plated piece. 

"Can I pick up my order in-store?”
Yes, you can choose Click-and-Collect at checkout. If you have already placed an online order but requested it be sent to your address but now you would rather pick up and your order hasn’t been dispatched yet, we can arrange to change your order to a click-and-collect at our Freshwater store. In this case, please get in touch with our customer care team to discuss changing your order by calling our store on 1300 262 742 or emailing [email protected]

 

"Can I change the details of my order after it’s been placed?”
If your order hasn’t been dispatched yet, yes we are able to alter the details of your order. However, please get in touch with our customer care team as soon as possible to discuss your individual circumstances by calling our store on 1300 262 742 or emailing [email protected]

 

 "How long will it take to receive my order?”
Each Alana Maria Jewellery piece is handmade to order from our Freshwater studio; please allow up to 1-3 business days to create and process your order. However most orders will be shipped out to you the next day of purchase. Please allow extra processing time for busy periods eg. Sales, Christmas.

 

"I need my order urgently. Can you get it to me sooner?”
If your order requires urgency before our normal processing time, We will do our best to assist you. Please get in touch before processing your order by calling our store on 1300 262 742 or emailing [email protected]


“Can I place an order over the phone?”
Yes, we can take your order over the phone. If you require assistance checking out or to place an order, please contact our store on 1300 262 742.

“Do you sell gift vouchers?”
We offer gift vouchers in set amounts here.

“I lost my earring back. Can you replace it?”
Yes, we offer replacement backs for $5.00 a pair. (For Gold-filled or Sterling silver) Unfortunately we do not replace these free of charge.

“Is your jewellery made to order?”
Yes, Alana Maria Jewellery is handmade to order. Please allow up to 1-3 business days to create and process your order.

“Where are your products made?”
Alana Maria Jewellery is handmade to order from our Freshwater studio.
“What are your products made from?”
We use a range of materials, including 14 Karat solid Italian Gold, 14 Karat White Gold, 14 and 18 Karat Gold filled, Sterling Silver or Gold vermeil metals. We also incorporate Australian Freshwater Pearls and diamonds into our designs.
For recommended care guidelines on metals, please see here.

“What is your returns policy?”
Please see our returns policy here

“How do I return an item?”
To contact us for a return of an item please email, [email protected] to complete your return form and post it with your jewellery.

“What should I do if I ordered the wrong item/size?”
To contact us for an exchange please email, [email protected] or call our store phone on 1300 262 742 to complete your return form and post it with your jewellery.

 

“Do you offer a Polishing / cleaning service?”
Yes. We offer a free polishing service for every item purchased from Alana Maria Jewellery. Please bring any jewellery you need into our Freshwater Store and one of our friendly staff assistants will help you out. 

“How will I know where a necklace will sit on my neck?”
While everyone’s body is different, we do have a sizing chart on each necklace listed on our website, which details the exact measurements of each necklace size. 

“How do I know my ring size?”
We recommend consulting our Size Guide or you can purchase a plastic reusable ring sizer from us.

“Do you have care instructions?”
Please refer to our Care Guide here.

“My chain is knotted - what should I do?”
It’s useful to use two small pins or needles to carefully and slowly detangle the knot. Avoid pulling too hard on the chain as this will result in stretching and possible breakage. However, if you are unable to untangle the knot, please feel free to bring in your product to our Freshwater store and we will help you. If you are unable to come to our store, please get in touch with us and we can discuss with you the process of possibly sending the piece back to us.