Frequently Asked Questions
All purchases from Nathan Alan must be paid in full at the time your order is placed. You may pay via MasterCard, Visa, Union Pay, Discover, American Express, check, or bank wire transfer.
NATHAN ALAN RETURN POLICY
Each piece of Nathan Alan jewelry is made to high quality standards by our exceptional craftsmen and we are very confident you will love your Nathan Alan purchase. Our jewelry is non-returnable and non-refundable. We stand behind the quality and craftsmanship of our products and are committed to achieving 100% customer satisfaction. In the unlikely event you experience a problem or concern with your jewelry, please contact us immediately by phone at (714) 545-8337 or through our online Contact form so we may assist you as soon as possible. However, if for any reason you are not satisfied with your purchase, Nathan Alan accepts items that are carried in Nathan Alan’s stock and not custom made or specially ordered (“Stock items”) for exchange or store credit within 7 calendar days of the purchase date. No refunds or cash back will be issued.
Stock items returned for store credit or exchange must be in their original, unused condition. Stock items must be accompanied by an original sales receipt, and returned with all original packaging and documentation provided at the time of the original sale. No refunds or cash back will be issued.
We advise you to fully examine all merchandise before purchase, as you are assumed to have done so upon completion of a transaction. Special orders are final sale and cannot be cancelled, returned, refunded, or exchanged. Special orders include, but are not limited to, any items not available in stock and items that are engraved, contain head changes, sized, altered and/or custom made. In addition to special orders, the following items are not eligible for exchange: items that have been worn or damaged, diamonds not set by Nathan Alan, items missing the original sales receipt, original packaging and other documentation provided at the time of sale, items sized outside of Nathan Alan’s sizing parameters, and items that have been altered and/or resized by jewelers other than Nathan Alan. If you have any questions about Nathan Alan’s exchange policy, please ask a Nathan Alan sales associate.
RING SIZING AND RE-SIZING
Getting the correct ring size is very important. If you have your finger sized in our store and the ring does not fit, Nathan Alan will re- size the ring free of charge. When getting your ring sized elsewhere it is essential to note that the width of the ring sizer used to size your finger should be as close as possible to the width of the ring you are going to purchase. If you are sized with a ring sizer that is much wider( i.e. 7 mm wide) and you use that ring size to purchase a ring 2mm wide the new 2mm ring will be way too big. If the ring is sized too small or too large, but within one size of the correct size, it is rarely a problem to size. The exception occurs when diamonds are set all around the ring or band. In that case, it is recommended that the ring or band be tried on before the diamonds are set all around to confirm the correct size. If a sizing mistake is made with a ring or band set with diamonds all the way around it, there are a few options to explore based on the specifications of each individual ring. Since all of our diamond jewelry is handcrafted and custom-made, we want to make sure that we have an accurate finger size before we start creating it.
Nathan Alan offers professional jewelry appraisals by an Independent Gemologist and GIA certified appraiser by appointment. A professional appraisal ensures that in the case of damage, theft, or loss, your insurance company will give you an equal replacement value of your engagement ring or jewelry item. Your insurance company can use this appraisal to calculate a coverage rate for your diamond jewelry item. Please call Nathan Alan for further details and insurance recommendations.
We recommend that you have your jewelry cleaned regularly to keep it free of the natural buildup of skin oil, dirt, and lotions. An easy way at home is to soak your diamonds in warm water with a few drops of mild dish soap. After you remove the diamond from the cleaning solution use a new clean soft toothbrush (dedicated to only cleaning your jewelry) to remove any remaining grime. Be careful not to use a toothbrush on delicate or fragile jewelry to avoid any damage. Finally, just rinse your diamond jewelry with warm water and dry with a soft, lint free cloth. If you are cleaning in or over a sink be sure to close the drain. At times it is necessary to have your jewelry professionally cleaned to remove encrusted dirt on diamonds. Please visit us at Nathan Alan in South Coast Plaza for a complimentary cleaning using our professional ultrasonic and steamer and we will do our best to get your diamond shining brilliantly as the day you received your ring.
Nathan Alan offers Fed Ex insured, Priority Overnight delivery on every new jewelry order at no additional charge to our customers within the United States. With security in mind, all packages shipped from Nathan Alan require a signature upon receipt. All items are insured up to the point of acceptance by the recipient. The package will be considered accepted when any person receiving the package at the designated address signs for it from the delivering carrier. Please note that we do not ship to P.O. Boxes.
Depending on the laws of your state of residency, you may be required to pay sales, use, and consumption tax. Please consult your state tax guidelines for more information.