Q&A

Currently we deliver everywhere. 

However, there are delivery charges.

SHIPPING

Do you ship worldwide? Yes, we ship to most countries all over the world.

We offer shipping to the following destination countries:

Argentina
Australia
Austria Belgium
Brazil Canada
Chile
China
Costa Rica
Croatia
Cyprus
Czech Republic
Denmark
Dominican Republic
Ecuador
Estonia
Finland
France
Germany
Greece
Hong Kong
Hungary
Iceland
India
Ireland
Israel
Italy
Jamaica
Japan

Latvia
Lithuania
Luxembourg
Malta
Netherlands
New Zealand
Norway
Poland
Portugal
Puerto Rico
Romania
Scotland-UK
Singapore
Slovakia
Slovenia
South Africa
Spain
Sweden
Switzerland
Taiwan
Thailand
Turkey
United Kingdom
United States
Uruguay
Venezuela

Shipping Methods

We’re excited to offer a range of local and international shipping options.

If you want to upgrade your shipping method, please contact customer service. You are able to upgrade your shipping until your jewelry begins the “shipping” stage.

Shipping method pricing varies depending on service option.More information about international shipping as well as relevant delivery times during peak seasons.

How Do I Track My Order? 

We want to give you a transparent shopping experience.

Therefore, we provide you with the ability to track your order status from the time you place your order all the way until it is delivered to your door. Click here to track your order !

We can change your shipping address for you until your item is packed for shipping. It is best to contact us immediately to avoid any delays. Where Is My Order? 

Once you place your order, we are working really hard on your order for it to be perfect.Your order is produced according to the shipping method you chose upon placing your order.

Tracking your order If you have not received a shipping notification, this means your order is still in production. Click here to track your order status.

Shipping notification When your product is on its way, you will be sent a shipping confirmation email. This will state your tracking number.

Late Package

In case your order delivery date has passed and you still haven't received your package, we recommend that you try the following (it has proven helpful to other customers in the past):

Check your shipping details on the order confirmation and make sure they are correct.

Ask other members of your household if they have accepted the package, as this is a common occurrence.Check (if applicable) with your doorman, by your garage, or perhaps a side door.

Orders are sometimes left there by the Post.

Ask your local post office if they can provide any further information on the whereabouts of your package. 

Be sure to have your tracking number with you on hand. If your order is being shipped outside the U.S, the shipping timeframes may be different. 

If you are still unable to locate your order, please contact our >customer support team<

I'm Missing an Item from My Order, What Should I Do? 

We're sorry to hear that an item is missing!! We ask that you please check your order details on your order confirmation to make sure that the details are correct and as you ordered. We may have sent your items in separate parcels, so please check your emails to see if any of your items will be arriving separately. If your order has been sent in different parcels, each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.

If an item is missing, please contact >customer support team< with your order number, the missing item's name and a link to the item's webpage will help. We will resolve this issue for you as quickly as we can. How to Find a Missing Package That Shows as Delivered Although it is rare, sometimes your tracking number will say "Delivered" before your package has arrived.If this happens to you within 36 hours of the expected delivery, please following these steps: 

Check your shipping notification email to ensure your package was shipped to the correct destination Look for a notice of attempted delivery Look around the delivery location for your package 

See if someone else in the house accepted the delivery

Some packages travel through multiple carriers; check your mailbox other locations you receive mail. Wait 36 hours - in rare cases packages may say delivered up to 36 hours prior to arrival If your order is 36 hours past the expected delivery date, please contact us.

Would You Like To Contact Us? 

Our team is dedicated to providing you with any assistance you may need.As an online company, we work best with online solutions. 

Before you contact us, did you know that you can resolve many issues on your own with our Help Center?

If the answers suggested don't solve your issue, you are able to contact us directly.

PAYMENT AND PLACING ORDERS

How Can I Pay For My Order? 

At ATENA we accept all major credit cards. 

All payments must be paid in full before shipment. In order to place a payment, simply click on the "Continue to Checkout" button in the shopping bag. 

After you have entered your contact details, you will then be redirected to the relevant payment platform. Credit card users may pay with: Visa MasterCard American Express Diners Club Discover. We do not accept Direct Debit Cards or Prepaid Credit Cards at this time

How to Place an Order? So, you have looked through our site and want to purchase an item?

Great! Click on the product you would like to purchase to proceed to the product’s page. 

There, you can find information regarding description, customizable options, and product dimensions. Each product page will have a menu under product titel and product price that will guide you in finalizing your personalization.

Each box will give you the option to enter each part of your customization. This may include choosing your material, writing your inscription (be sure to take note of character limits), choosing stones or even deciding on your chain length. Once you have completed your customization where applicable, click “ADD TO CART”, and you will be redirected to your shopping cart ready for checkout.

Once you have arrived at your shopping cart, you can confirm that all of your order details are correct. Once you are satisfied with your order, you may click “CHECK OUT”, which will take you to the contact information page. Here you will fill out your basic contact details and If you have a Promo Code, this is the place to enter it to redeem the discount. Then, click “Continue to shipping".

The next page will give you a recap of your contact information and your order. Clicking on "Continue to payment" will lead you to enter your payment information. Once you have successfully completed this page, you will be sent to a confirmation and thank you page and your order will be sent to production! You will also receive an order confirmation email with your order details and shipping information. 

How Do I Use a Promotional Code? Subscribers to our newsletter and other customers who follow us on social media often receive discount codes. In order to redeem your discount, simply add the products you would like to purchase to your shopping cart. In your shopping cart, beneath your item information, you will see an option to enter your promotional code. Click this button and a box will drop down where you can type in your promotional code. Once you click “APPLY”, your discount will be subtracted from your subtotal.

We prepare orders quickly, and so we cannot guarantee that your request will be processed in time to make the change. However, please get in touch with our customer service team, who will do their best to accommodate your request.

Every time you place an order on our website, you’ll receive a confirmation email. If you don’t receive this, we recommend checking your spam folder. If you cannot find it, get in touch with our customer service team.

You will have 30 calendar days after your order’s delivery in which to make a return.

To return your jewel(s), please enter into our Returns center. Your request will be accepted within 24 - 48 hours. You will then receive all the instructions to follow by email.

We want to allow you to track your orders at any time. As such, when we ship your order, you’ll receive a confirmation email with a link to track your order directly.

All shipped orders cannot be cancelled. If you wish to cancel your order, let us know as soon as possible by contacting our customer service and we'll do as much as we can. If you don't see; “Cancel button", it is very likely that your order has already been dispatched.

All orders, except the personalized ones, are prepared within 48h after the order confirmation date. This preparation time can vary according to peak season like Black Friday or Christmas. Personalized jewels have a specific preparation time which is indicated during the purchase process.