Frequently Asked Questions (FAQ)
Here are some of the most common questions we receive. If you cannot find the answer you are looking for, please do not hesitate to contact us at salesailanijewels@ailanijewels.com.
SHIPPING AND RETURNS
Q: How long does it take to process an order?
A: We typically process and dispatch all orders within 1-2 business days (Monday to Friday) after your order is placed. You will receive a shipping confirmation email once your order is on its way.
Q: What are your shipping times and costs for the UK?
A: For UK Standard Delivery, you can expect your order to arrive within 3-7 working days from dispatch.
We work with trusted carriers such as Royal Mail, Evri, and DPD at £4.99 for standard delivery. We offer free standard delivery on all UK orders over £75.
Q: Do you ship internationally? What are the costs and times?
A: Yes, we ship to Europe, the USA, and Canada via FedEx.
• Europe Standard Delivery: 5-10 working days, £8.00 shipping (free over £75).
• USA & Canada Standard Delivery: 7-14 working days, £16.95 shipping (free over £75).
How do I track my order?
Once your order has been dispatched (typically within 1–2 working days), you will receive a shipping confirmation email containing your tracking number and a link to the carrier's website (Royal Mail, Evri, DPD, or FedEx). If you haven't received your tracking information or need assistance, please contact our customer care team at info@ailanijewels.com.
Q: What is your return policy?
A: We offer a 14-day return policy from the date of delivery. Items must be returned in their original, unworn condition with all original packaging. For hygiene reasons, earrings cannot be returned unless they are faulty. To initiate a return, please email info@ailanijewels.com with your order number.
Q: Do you offer a warranty on your jewellery?
A: Yes! We stand behind our quality with a 6-month (180-day) limited warranty on all manufacturing defects. This covers issues with craftsmanship (like faulty clasps) but does not cover accidental damage, loss, or normal wear and tear. If you have a warranty claim, please email clear photos to info@ailanijewels.com.
Q: How can I contact Ailani Jewels customer service?
A: You can reach our team at info@ailanijewels.com. We aim to respond to all inquiries within 1-2 business days.
JEWELLERY CARE & DETAILS
Q: What materials are your jewellery made from?
A: All Ailani Jewels pieces are crafted from premium 316L Stainless Steel, a high-grade metal known for its incredible durability, corrosion resistance, and hypoallergenic properties. Our gold-toned pieces feature a high-quality 18k Gold Plating applied using advanced PVD technology.
Q: What is PVD plating, and why is it better?
A: PVD (Physical Vapor Deposition) is a state-of-the-art vacuum coating process. Unlike traditional gold plating, PVD involves depositing a thin, highly durable film of 18k gold onto the steel at temperatures of several thousand degrees. We use a safe, nickel-free method that involves a Titanium bonding layer. This ensures the gold adheres perfectly to the steel, making it much more resistant to wear, scratches, and fading than standard plating.
Q: Is your jewellery waterproof and tarnish-free?
A: Yes! Our jewellery is 100% waterproof and tarnish-free. Because of our premium materials and PVD plating, you can wear your Ailani Jewels pieces in the shower, at the gym, or even swimming in the sea without worrying about them losing their lustre or changing colour. Our pieces are tested to withstand salt water and daily wear for years.
Q: Is your jewellery hypoallergenic?
A: Absolutely. We use a nickel-free and lead-free production process. By using 316L stainless steel and a titanium-gold bonding method, we ensure our jewellery is completely hypoallergenic and safe for even the most sensitive skin.
Q: How should I care for my Ailani Jewels?
A: While our jewellery is built to last a few years, a little care helps maintain its designer glow:
• Gently wipe with a soft cloth to remove skin oils or dust.
• Avoid direct contact with harsh abrasive cleaners or extreme physical friction.
• Store in your Ailani Jewels pouch or box when not in use to prevent scratches.
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