FAQ

Orders

Only one discount code can be used per order.

Orders cannot be cancelled once they are placed. All of our jewelry is made to order and to ensure processing time estimates, we cannot cancel or change orders once they are placed. 

 

Shipping

Our jewelry is made to order. All orders will be processed within 7-10 business days.* This does not include weekends and/or holidays. If we are experiencing a high volume of orders, please allow for additional time. 

*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.

Once the order is shipped, a confirmation email with tracking information will be sent. Please allow 3-5 business days for pre-shipment and transit time for domestic orders and 7-21 business days for international orders.

Express shipping requires the same processing time. Once shipped, delivery takes approximately 1-2 business days.

Custom and/or personalized jewelry may take up to 14 days before shipping.

We are not responsible for lost or stolen packages. If your package has been marked "delivered" but you are unable to locate it, please contact the shipping carrier with your tracking number and information.

USPS Customer Service

 

We are not responsible for import taxes and duties for international orders.

If you need your order faster, please contact us before placing your order and we will do our best to help make it happen!

 

Returns

Refunds are not accepted. We are happy to offer store credit for eligible items if you return your purchase within 7 days of delivery. If you have received a damaged item, please contact us immediately and we will replace the item. All sale items, including items purchased using a coupon and/or discount code cannot be refunded or exchanged. All sale items are final sale.

All returns are subject to our review. Jewelry must be returned to us in the original  packaging and must be unworn and in new condition for all returns and/or exchanges. Once your return is processed, store credit will be issued for the merchandise amount.

*All earrings, body jewelry, gift cards, custom/personalized items and sale items. THESE ITEMS ARE FINAL SALE.

We now offer Resizing services! Send us a message here to begin a Resizing Order. *Please note - resizing begins at $10.00+.

 

Repairs

We have a 30 day repair policy starting from the day it was delivered. We will repair or replace any broken or discolored pieces.

Discoloration issues and broken items after 30 days are subject to our review and begin from $20.00.

*Please allow up to 14 business days for Repairs.*

To begin a repair request, please contact our Customer Service team by using our 'Contact Us' FORM or email info@alexakelley.com. Be sure to include your order number as well as a description and photo of specifics.