FAQ

ORDERS

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. 

Please reach out to our Customer Support Team within 30 minutes of placing your order and we try to accommodate the change before the order is shipped. Once the order is shipped, we are unable to change the address. Contact Us

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

Shipping

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.

Standard Shipping: 1-3 Business Days via USPS once processed.

Express Shipping: Express shipping requires the same processing time.

Sales tax will be collected on every order where applicable.

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. 

Please follow the steps below to file a claim with Route:

*Per Route policy, claims must be filed within 24 hours.

1. Click the link to file a claim with Route: Route.

2. Enter email and order number.

3. Select the issue (i.e. lost package, damaged items etc) and select the items.

4. Include any photos or additional details.

5. Choose how you would like to resolve the issue - i.e. refund, reorder, etc.

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.


USPS Customer Service 

UPS Customer Service

Returns

We are happy to accept returns for eligible items within 14 days for a full refund and within 30 days for store credit. Shipping and Route Package Protection fees are non-refundable. A $6.95 fee will be deducted from your refund unless you are exchanging or returning for store credit.

Please note, once you have submitted your return request, you have 7 days to ship back your item(s).

Merchandise must be returned unused, with tags, and in the original packaging.

At this time, we cannot process exchanges. If you need a replacement for the same item, please email our Customer Support Team at help@alexakelley.com and they will be happy to help.

To initiate a return, please visit our Return Center

1. Enter your order number and shipping zip code to start.

2. Select the item(s) you want to return.

3. Follow the instructions to download the return label and how to ship your item(s) back to us.

A $6.95 fee will be deducted from your refund unless you are exchanging or returning for store credit.

Returns are processed within 7 business days from the time we receive it in our warehouse. Once processed, you will receive an email from Alexa Kelley with confirmation of your refund to your original form of payment. Please note, shipping and Route Package Protection fees are non-refundable. Credit card refunds may take up to 10 business days for your bank to complete.

Earrings

Body Jewelry

Custom/Personalized Items

Gift Cards

Final Sale Items

Damaged Items

Route Package Protection Fees

Shipping Fees

Unapproved and/or ineligible items that are returned to us will not be accepted and will be sent back to the customer.

To initiate a gift return, please visit our Return Center and click 'Start Gift Return Here'

If you received damaged or incorrect items, please send a photo to help@alexakelley.com within 48 hours of delivery so our Customer Support Team can better assist you.

Payments

Product Care + Materials

All 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.

To ensure the longevity of your new jewelry, please remove them before sleeping, exercising and showering. Avoid contact with any liquids and/or chemicals such as perfume, hairspray, makeup, lotions, oils, sunscreen, chlorine, salt water, jewelry cleaner etc. Your jewelry should always be the last thing you put on and the first thing you take off. We recommend gently wiping down your jewelry with a soft cloth after every wear and carefully washing with mild soap and water every now and then to protect the metal from the skin's natural oils. Be sure to gently dry with a soft cloth after cleaning. 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. Heavy wear and rough conditions will, of course, impact how your jewelry looks. Gold plated jewelry will naturally fade over time. There is no way to reverse this process. ALEXA KELLEY is not responsible for natural wear. We stand by our products and our quality. Lastly, we recommend storing jewelry individually to avoid scratches in the ALEXA KELLEY box provided. Be sure to keep them in a cool, dry environment.

Alexa Kelley will gladly repair or replace 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.

 

All of our rings are US womens sizes. To find your ring size, click the link to our PDF printable Ring Size Guide: Ring Size Guide

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