faqs
Orders
How do I find my order number?
All order information can be found by logging into your account and clicking ‘Order History’. 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
How can I track my order?
All order information can be found by logging into your account and clicking 'Order History’. 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
Can I cancel or update my order?
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.
Can I change my address after my order is placed?
Please reach out to our Customer Support Team within 30 minutes of placing your order and we try to accommodate the change before the order is shipped. Once the order is shipped, we are unable to change the address. Contact Us
What is your pre-order policy?
Since certain styles tend to sell out quickly, selected products will be available for pre-order and made-to-order. The product description will indicate the expected delivery period. Before making your purchase, please be aware of the following pre-order and made-to-order terms: You must pay the full price when placing your order to secure your pre-order or made-to-order item and the order cannot be canceled. Due to the nature of these transactions, there may be a delay between purchase and delivery. Delivery dates are subject to change; our customer care team will contact you in case of unexpected delays. Standard return and exchange policies apply to all pre-orders. Note, the return window will begin from the date of delivery for all eligible items.
What is your return policy?
We accept returns within 30 days of the purchase date.
To initiate a return, please visit our Return Center
Can I apply a discount code after my order is placed?
Only one discount code can be used per order.*Discounts do not apply to Gift Cards or Route Package Protection.We cannot apply discount codes to orders once they are placed.
Can I use more than one discount code?
Only one discount code can be used per order and cannot be combined with other promotions.
Shipping
What is the processing time for orders?
Our estimated processing time before an order ships is 2-4 days, excluding weekends and/or holidays. Express shipping requires the same processing time.
*Processing and shipping times are only an estimate. Please allow up to 2 weeks for processing during launches, restocks, and major sales due to high order volume.
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.
What shipping options do you offer?
Standard Shipping: 1-3 Business Days via USPS once processed.
Priority USPS: Calculated at checkout.
UPS 2-Day: 2 Business Days via UPS once processed.
Express Shipping: Express shipping requires the same processing time.
Will I be charged sales tax?
Sales tax will be collected on every order where applicable.
What do I do if my package was lost or stolen?
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.
If your package has been marked ‘Delivered’ but you are unable to locate it, please be sure to check with the front desk/building manager/neighbors etc to help locate your package. If you are still unable to locate your package and purchased the Route Package Protection, we ask that you follow the steps outlined below to file a claim with Route Shipping Protection.
Please follow the steps below to file a claim with Route:
*Per Route policy, claims must be filed within 24 hours.
1. Click the link to file a claim with Route: Route.
2. Enter email and order number.
3. Select the issue (i.e. lost package, damaged items etc) and select the items.
4. Include any photos or additional details.
5. Choose how you would like to resolve the issue - i.e. refund, reorder, etc.
If Route Package Protection was waived at the time of purchase, we ask that you contact the shipping carrier with your tracking number and information. Once a package leaves our facility, it is in the hands of the shipping provider, and they will be able to open an investigation to help locate your package.
What do I do if an item is missing or damaged upon delivery?
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.
Do you ship internationally?
Yes! International orders are shipped by DHL shipping services and a tracking number will be provided. Duties and taxes are calculated at checkout.
Returns
How do I start an online return?
To initiate a return, please follow instructions below.
Return Instructions:
1. Sign in to your account: Sign In
- In the "Email" field, enter your email address, and then click "Continue".
- In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
- Go back to the online store, and then enter a six-digit verification code.
2. Click "Request return" for the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click "Request return".
What is your return policy?
We are happy to accept returns for eligible (see list of ineligible items below) items within 14 days for a full refund and within 30 days for store credit/exchange from the delivery date. Shipping fees are non-refundable. A $6.95 fee will be deducted from your refund unless you are exchanging or returning for store credit.
Please note, once you have submitted your return request, you have 7 days to ship back your item(s).
Merchandise must be returned unused, with tags, and in the original packaging.
What items are not eligible for return/exchange/store credit?
Earrings
Body Jewelry
Custom/Personalized Items
Gift Cards
Final Sale Items
Damaged Items
What is your exchange policy?
Since our items tend to sell out quickly, we offer exchanges through our 'Shop Now' feature in our Returns portal, which lets you initiate a return and instantly shop for a new item. This feature ensures that the item is available and won't be out of stock by the time we receive and process the return.
If you need a replacement for the same item, please email our Customer Support Team at help@alexakelley.com and they will be happy to help.
How much is the return shipping fee?
A $6.95 fee will be deducted from your refund unless you are exchanging or returning for store credit.
When will I receive my refund?
Returns are processed within 7 - 10 business days from the time we receive it in our warehouse. Once processed, you will receive an email from Alexa Kelley with confirmation of your refund to your original form of payment. Please note, shipping and Route Package Protection fees are non-refundable. Credit card refunds may take up to 10 business days for your bank to complete.
What items are not eligible for returns?
Earrings
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.
How do I return a gift?
To initiate a gift return, please visit our Return Center and click 'Start Gift Return Here'
I received damaged or incorrect items, what do I do?
If you received damaged or incorrect items, please send a photo to help@alexakelley.com within 48 hours of delivery so our Customer Support Team can better assist you.
Payments
What payment methods do you accept?
We accept the following payment providers: American Express, Visa, MasterCard, Discover, ShopPay, Paypal, Apple Pay, Afterpay and Klarna.
Where can I find more info about Afterpay?
Materials & Care
What is your jewelry made of?
All of our jewelry is made with the following materials: Gold Filled, Gold Plated Sterling Silver, Gold Plated, Rhodium Plated Sterling Silver, Sterling Silver 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.
How do I take care of my jewelry?
To ensure the longevity of your new jewelry, please remove them before sleeping, exercising and showering. Avoid contact with any liquids and/or chemicals such as perfume, hairspray, makeup, lotions, oils, sunscreen, chlorine, salt water, jewelry cleaner etc. Your jewelry should always be the last thing you put on and the first thing you take off. We recommend gently wiping down your jewelry with a soft cloth after every wear and carefully washing with mild soap and water every now and then to protect the metal from the skin's natural oils. Be sure to gently dry with a soft cloth after cleaning. 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. Heavy wear and rough conditions will, of course, impact how your jewelry looks. Gold plated jewelry will naturally fade over time. There is no way to reverse this process. ALEXA KELLEY is not responsible for natural wear. We stand by our products and our quality. Lastly, we recommend storing jewelry individually to avoid scratches in the ALEXA KELLEY box provided. Be sure to keep them in a cool, dry environment.
Do you have a warranty?
Alexa Kelley will gladly repair or replace a faulty item within 60 days of purchase at no additional cost. After 60 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 Jewelry Care 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. returns, or customer service.
How do I determine my ring size?
All of our rings are US womens sizes. To find your ring size, click the link to our PDF printable Ring Size Guide: Ring Size Guide