All order information can be found by logging into your account and clicking ‘My Orders’. If you haven’t set up an account yet, be sure to do so with the email you provided at checkout. Here is the link to log in or create an account : Account Log In
Only one discount code can be used per order. *Discounts do not apply to Gift Cards or Route Package Protection.
We cannot apply discount codes to orders once they are placed.
Pre-Order items cannot be cancelled. Please note the expected delivery dates are only an estimate and may require additional time especially during high volume times
We're unable to make any changes or cancellations to orders once they are placed at this time. Please make sure your shipping address and item(s) are correct before submitting your order. Returned packages due to an inaccurate shipping address will be subject to a reshipping fee. Refunds are not provided for packages with an inaccurate shipping address.
MATERIALSAll of our jewelry is made with the following materials: Gold Filled, Gold Plated Sterling Silver, Gold Plated, Rhodium Plated Sterling Silver, Sterling Silver and Cubic Zirconia. Our jewelry is nickel and lead free.
All materials used for each design are listed under the description section of the product's page.
*Please Note: Every person's skin produces their own unique natural oils which can react differently to certain metals and plating. We are not responsible for any reaction you and your skin may have to our products.
For more information on how to care for your new jewelry, please see our Jewelry Care.
Our estimated processing time before an order ships is 1-3 days, excluding weekends and/or holidays.
Once your order is processed and ready for shipment, a shipping confirmation email will be sent with the tracking information. Please allow up to 24-48 hours for tracking information to be updated.
*Processing and shipping times are only an estimate and may take additional business days during promotions or other high volume times such as sales, holidays, new releases etc.
1-3 Business Days via USPS once processed.
Express shipping requires the same processing time.
Alexa Kelley is not liable for unforeseen issues caused by USPS, UPS and DHL including, but not limited to, lost packages or theft at your destination.
If your package has been marked ‘Delivered’ but you are unable to locate it, please be sure to check with the front desk/building manager/neighbors etc to help locate your package. If you are still unable to locate your package and purchased the Route Package Protection, we ask that you follow the steps outlined below to file a claim with Route Shipping Protection.
If Route Package Protection was waived at the time of purchase, we ask that you contact the shipping carrier with your tracking number and information. Once a package leaves our facility, it is in the hands of the shipping provider, and they will be able to open an investigation to help locate your package.
Delivery Issues / Returned PackagesIf your package is unable to be delivered to the address provided OR the shipping address is inaccurate, it is the customer’s responsibility to coordinate redelivery OR file an "Intercept a Package Request" with the shipping carrier. Returned packages due to an inaccurate shipping address will be subject to a reshipping fee. Refunds are not provided for packages with an inaccurate shipping address.
International OrdersWe are not responsible for import taxes and duties or customs delays for international orders. All import fees are the customer's responsibility and we do not cancel orders or refund payments should any packages be sent back to us.
RETURNS + EXCHANGES
Eligible items may be returned for store credit or refund within 14 days of delivery. Alexa Kelley does not issue store credit or refunds for the original shipping charges or Route Package Protection.
Final Sale ItemsAll earrings, body jewelry, gift cards and custom/personalized items are final sale. No exceptions.
Return ProcessAll return requests must be submitted through our Returns Portal. Once the return request is approved, returned items must be shipped back within 7 days and must be unworn, in their original condition and in their original packaging.
All returns are subject to our review. Please allow up to 7 business days from the day we receive your return for all return requests to be completed. Once your return is processed and approved, store credit will be issued via email in the form of a virtual gift card for the merchandise amount.
We reserve the right to refuse returns that show signs of wear or are not in its original condition and packaging.
Unapproved and/or ineligible items that are returned to us will not be accepted and will be sent back to the customer.
Missing and/or Damaged Items
All of our jewelry is inspected before packing and shipment, however if for some reason an item is missing or arrives damaged, please contact us within 48 hours of order delivery. For damaged items, a photograph as proof of the damage/defect will be required.
Alexa Kelley will gladly repair a faulty item within 60 days of purchase at no additional cost. After 60 days, repair requests are subject to our approval and the customer is responsible for all repair and shipping related costs.
Please note that normal wear and tear is not considered a manufacturing fault and will not be covered. Our complimentary repair service does not extend to damage due to wear and tear, misuse, or improper care of jewelry that has been chipped, snapped chain, bent out of shape, lost or missing stones and/or pendants, or continuously exposed to chemicals, saltwater etc. Tarnishing is not considered a fault since our jewelry must come into contact with chemicals or salt water for tarnishing to occur. Damages due to these reasons are subject to our approval and will incur repair charges. Due to the delicate nature of jewelry, we ask that you please follow our Jewelry Care instructions. Refunds will not be issued for pieces that are damaged after being worn.
We stand by our products and our quality. We reserve the right to not repair or to add a cost to any items and repair requests.