Common questions

Short answers to what people ask us. The policy pages have the long version.

Sending it back

I've worn it. Can it still come back?: Yes. You have 30 days after delivery, and the piece can be opened, unopened or worn. Email support@alderlanegoods.com and quote your order number or confirmation email. We reply with a return number, called an RMA.
How soon does the refund land?: Once your return gets back to us, your original payment method gets the money within 5–10 business days. Banks differ on how soon it shows.
Can I trade it for a different piece?: We have no exchange process. Send the first piece back, take the refund, and buy the one you would rather have. Standard US shipping is free on that order too.

How long does delivery take?: We take 1 to 3 business days to get an order ready. Delivery is then 5 to 10 business days after dispatch. Standard shipping is free, and we send to US addresses only.
Where's my tracking number?: We email you a tracking number when the parcel leaves us. Look in your spam folder if you cannot see it. Still nothing? Write to support@alderlanegoods.com and we will dig it out.
Which carrier brings it?: Your shipping email names the carrier. Use that name and your tracking number to follow the parcel.
My address is wrong on the order. What now?: Email support@alderlanegoods.com and give us the order number plus the address it should go to. We can change it until the parcel is dispatched. After that, it is with the carrier.
My package is late or lost. Now what?: Send us your order number and we will have the carrier run a trace. If the trace comes back empty, we send a replacement or give you a refund.

What will my card statement say?: Each order shows on your card statement as ALDERLANE. Do not recognize a charge? Email support@alderlanegoods.com and we will find the order it belongs to.
Are there more charges after this one?: No. Each order is one charge. We run no subscription, no membership and nothing recurring. Your card only sees another charge from us if you place another order.
I want to cancel. What do I do?: Go to our Cancel an order page, or email support@alderlanegoods.com with your order number. If it has not shipped, we may be able to stop it and refund you. If it has shipped, you can send it back within 30 days after delivery.
Do you keep my card number?: Your card details travel encrypted to our payment processor. Alder Lane Goods does not store them.

How do you describe stones and metals?: We name each stone as it is sold. Some have been dyed, stabilised or treated, and you will see which on the page. Expect plated base metal or stainless steel unless stated. Our shungite is a black stone, rich in carbon, that comes from Karelia in Russia.
How do I care for a piece?: Take a piece off before you swim or shower. A soft dry cloth after wearing keeps it clean. Keep chains apart so they do not knot. Our storage and polishing items are in the shop if you want them.

What hours do you keep?: We are at the phone and the inbox Monday – Friday, 9:00 AM – 6:00 PM EST. A message sent outside those hours waits until we are back.
What's the way to get hold of you?: Email support@alderlanegoods.com or call +1 (866) 606-8567. We are here Monday – Friday, 9:00 AM – 6:00 PM EST. If you have a photo to show us, email is the way to go.