FAQ + Info

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

Discount Codes

Only one discount code can be used per order. 

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

Pre-Order Items

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

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 INFORMATION

Due to COVID-19, USPS may experience shipping and delivery delays. Here is the link to their most recent updates for further information: USPS: COVID-19 Update

Processing Times

*Due to COVID-19, some items may experience 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 

If you purchased Route Shipping Protection, please file a claim here: Route

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 and Exchange Policy FAQ

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

All return requests must be submitted through our Returns Portal. Items 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

Alexa Kelley will gladly repair a faulty item within 30 days of delivery at no additional cost. After 30 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 Care Guide 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.