FAQ

To Our Customers,

We're working hard to ship your orders. Due to COVID-19, we're currently experiencing some shipment delays. Please allow additional time for your order to be delivered!

We thank you for your patience and support during this time!

Xoxo,

Alexa Kelley Team

 

 

ORDERS

Discount Codes
Only one discount code can be used per order. 

We cannot apply discount codes to orders once they are placed.

Order Changes
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. 

 

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, Swarovski Crystal 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 Jewelry Care.


SHIPPING POLICY

Processing Times
*Due to COVID-19, we're experiencing some shipping delays. Please allow for extra time in addition to our normal time frame of 2-4 business days (Monday-Friday) for processing before your order is shipped.* 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.

Free Shipping
Free shipping via USPS First Class Mail is available at checkout for all US orders. No minimum order value required.

Express Shipping
Express shipping requires the same processing time.

Missing Package
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 

UPS Customer Service 


Delivery Issues / Returned Packages
If 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 Orders
We 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 

Return Eligibility
Eligible items may be returned for store credit within 7 days of delivery. 
All sale items, including items purchased using a coupon and/or discount code cannot be refunded or exchanged. All sale items are final sale. 

Final Sale Items
All earrings, body jewelry, gift cards, custom/personalized items and sale items, including items purchased using a coupon/or discount code, are final sale. No exceptions.

Return Process
Returns will be subject to a $6.00 return shipping fee, which will be deducted from your store credit.

Products must be returned 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.

Damaged Items
All of our jewelry is inspected before packing and shipment, however if for some reason your item arrives damaged, please contact us immediately. A photograph as proof of the damage/defect is required and must be reported within 48 hours of order delivery.

 

REPAIRS

All repairs are subject to our approval. Repair fees may apply and begin at $15.00+.