FAQ

*COVID-19 Update: We are continuing to accept and fulfill orders. We ask for your understanding during this time as you may experience delivery delays. We are continuing to monitor the situation and will provide any updates or changes to the situation as they may occur. Our thoughts remain with you and your families during this unprecedented time. As always, we thank you for your support. Stay safe.

 

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 are not able to make any changes or cancellations to orders once they are placed. Please make sure your shipping address and item(s) are correct before submitting your order. *
 

 
SHIPPING POLICY

Processing Times
Please allow 3-5 business days for your order to be processed 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 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.

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 / ‘Return to Sender’
If your package is unable to be delivered to the address provided, it is the customer’s responsibility to coordinate redelivery with the shipping carrier. If your shipping address is entered incorrectly and marked ‘Return to Sender’, you will be subject to reshipping fees.

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.

 

RETURN POLICY

Return Eligibility
Refunds are not accepted. We are happy to offer store credit for eligible items if you return your purchase 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
In the rare event you received a damaged item, please contact us immediately and we will replace the item. 



REPAIR REQUESTS

30 Day Repair Policy
We will repair or replace any broken pieces within 30 days from the day it was delivered.* One repair per order only.

*All repair requests are subject to our review. 

After 30 Days
Broken items after 30 days are subject to our review and begin from $20.00.

All Repairs

We DO NOT repair or replace normal "wear and tear" issues. This includes any tarnishing and/or discoloration that may occur due to heavy wear over time. Heavy wear and rough conditions will, of course, impact how your jewelry looks. All repair requests are subject to our review and approval. 

Please allow up to 14 business days for all repair requests to be completed.

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.