All return requests must be submitted through our RETURNS CENTER within 7 days of the order's delivery date. All return requests are subject to our review.
Return and Exchange policy FAQ
Frequently asked questions about returns, refunds, and exchanges.
How do I return?
- Visit our RETURNS CENTER
- Enter your order number and email address to start
- Follow the instructions and select the items you want to return
- Once your request is approved, you will get a confirmation email with shipping guidelines.
- For Domestic US returns, use the emailed return label to send your merchandise back. A fee of $5.00 will be deducted from your refund for the use of this label.
- Items must be sent back within 7 days of request approval or return request status will be rejected. *Returned items that are sent back after 7 days will not be processed and will be sent back to the customer. No exceptions.
What items are returnable?
- Eligible items may be returned for store credit within 7 days from the date of delivery. Alexa Kelley does not issue store credit for the original shipping charges or Route Protection.
- Items must have Alexa Kelley tag attached and be unworn, unused and in resellable condition.
- Items must be in the original packaging with all the tags intact.
What items are non-returnable?
The following items cannot be returned:
- 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.
The item I received is damaged!
If the purchased product is faulty, reach out to us within 48 hours of the delivered date. For damaged items, a photograph as proof of the damage/defect will be required.
Can the items be exchanged?
We currently do not process exchanges. Your eligible items may be returned for store credit.
What are the refund options?
Eligible returns will be issued store credit only. No exceptions.
How do I ship back the items?
For instructions on how to ship the returned products, refer to the email received after placing the return request.
How soon will I get my store credit?
We will send you a shipment received confirmation email once your returned package has been marked as received in our system. All returned items are subject to inspection upon arrival at the warehouse. Our estimated return inspection and processing time is 2-3 days, excluding weekends and/or holidays. Once your returned items have been approved and processed, we will email you a confirmation email with your virtual gift card.
My question is not addressed...
If you have any queries regarding your return, reach out to us using our contact form: Contact Us