Refund policy

REPAIRS

We will be happy to look at your LanaBetty item and repair it! If it cannot be repaired, we will do our very best to replace the item in question with something as wonderful of equal or greater value. Charges may be required for items damaged beyond normal wear and tear and is at the sole discretion of our repair jeweller.

To send your item to our studio for repair, please contact us (via email) to begin resolving your jewelry issue. Please, do not post your broken jewelry to social media – we care deeply for our brand and will work tirelessly to ensure your LanaBetty experience remains positive and delightful!

To repair jewelry that was not made in our studio, please reach out. We assess each repair on a case-by-case basis and may be able to help. No guarantees.

We cannot repair jewelry that is "dipped" or plated and that includes vermeil as well. That jewelry is fast fashion and unfortunately you might want to go back to the original manufacturer to seek repairs or replacement.

ORDER CANCELLATIONS

All orders are shipped in the order they are received. If you have to cancel your order (please don’t) do it before receiving a shipping notification. You will be responsible for all costs involved in the refund process.

It is best if you let us know you’ve got a problem or want to cancel before you pay and waste everybody’s time. It sucks and neither of us needs that.

RETURNS, REFUNDS, and EXCHANGES

Returns and refunds will only be given if there has been a gross misrepresentation of the product. Please read the full product description and ask questions if you have any before making your purchase. We are a small business and want to provide the best and most accurate information to you! Please note that refunds and returns cannot be accepted beyond thirty days of reciept.

Exchanges are definitely possible, especially with gifts (unless a custom made piece, see below for custom, made-to-order jewelry). Please reach out as soon as possible to ensure you can receive an exchange. Exchanges cannot be accepted beyond thirty days of receipt.

Earrings are a personal, hygienic items and cannot be returned or exchanged. If you don’t like your earrings, gift them to a friend and make their day! Please read below and be aware of our policies before you make your order.

All custom ordered or made-to-order jewelry cannot be refunded or exchanged. We spend hours procuring materials, filing, sanding, and making with you in mind. If you are not sure if you have any allergies - ASK. If you aren't sure about materials - ASK. It's easier to have a conversation than to be angry about not being educated about your purchase.

All sale items and mystery bags are final sale.

GIFTS & EXCHANGES

Did you receive your item as a gift? Let's talk about exchange. See above regarding earrings and custom pieces, however rings and necklaces may be eligible for exchange, provided it has been within 30 days of purchase/gifting/delivery, it was not a sale item, and there are no obvious indications of wear, damage, or misuse.

ABANDONED ORDERS & REPAIRS

An order that has been sitting in our studio for more than three months without communication or agreement from the customer is considered abandoned. This includes orders or repairs for pick up, orders or repairs that have been returned (because incorrect address was supplied) or anything else you can think of that would lead a customer to stop responding to calls, emails, and other reasonable attempts from our team to contact the customer. Once an order has been abandoned, it will be returned to circulation or sold online. Refunds will not be provided.