Our estimated processing time before an order ships is 1-3 days, excluding weekends and/or holidays.
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.
1-3 Business Days via USPS once processed.
Express shipping requires the same processing time.
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. Alexa Kelley is not liable for unforeseen issues caused by USPS, UPS and DHL including, but not limited to, lost packages or theft at your destination.
USPS Customer Service
UPS Customer Service
If you purchased Route Shipping Protection, please file a claim within 24 hours 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.
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.
Missing and/or Damaged Items
All of our jewelry is inspected before packing and shipment, however if for some reason an item is missing or arrives damaged, please contact us within 48 hours of order delivery. For damaged items, a photograph as proof of the damage/defect will be required.