Frequently Asked Questions
Frequently asked questions
How long does delivery take?
Your order leaves our Hong Kong studio within 1–2 business days, tracked from the moment it ships. For the US, count on 7–10 business days door to door — all in, about two weeks. Not overnight, we know. It’s crossing an ocean, and we’d rather give you the real number than a prettier one that turns out to be wrong.
I need it faster.
Express gets it to you in 3–4 business days for $25. Birthdays have deadlines; we get it.
Will I have to pay customs or duties?
No. The price at checkout is everything you’ll ever pay. If customs asks for anything along the way, that’s ours to handle — not yours.
How much is shipping?
Free over $65, anywhere we ship. Under $65, a flat $9.9 — one number, every country, no surprise math at the last step.
My tracking hasn’t moved.
International packages sometimes go quiet for a day or two between scans — usually somewhere over the Pacific. If nothing changes for more than 3 days, write to us and we’ll chase it down. And if a package is truly lost, or says “delivered” while your doorstep disagrees — we send a new one. On us. You ordered jewelry, not a mystery.
What’s your return policy?
Returns and exchanges are accepted within 30 days of delivery, as long as the piece is unworn. Changed your mind? That’s allowed. Return shipping is on you — unless something’s wrong with the piece itself. Then it’s on us, obviously.
What does the warranty cover?
Every piece is covered for five years from the day it arrives. Plating that fades, clasps that stop doing their job, chains that break during normal wear, stones that wander off — covered. Email service@alexcraft.com with two photos and your order number. You don’t need to build a case. We believe you. The full promise lives on our 5-Year Warranty page.
I received the wrong item, or it arrived damaged.
That one’s squarely on us. Email service@alexcraft.com with your order number and a photo, and a replacement ships within 2 business days of the yes. Keep the original — flying it back across the Pacific helps no one.
It was a gift. Can I still use the warranty?
Yes. No order number needed — tell us who bought it, or send a photo of the packaging, and we’ll find the order on our side. And no, we won’t tell them their gift had a moment.
Can I change or cancel my order?
If it hasn’t left Hong Kong yet, yes. Email service@alexcraft.com as soon as you notice — we usually catch it in time.
What payment methods do you accept?
Visa, Mastercard, American Express, Discover, Diners Club, JCB, PayPal, and Apple Pay — all through Shopify’s secure checkout. If you saw the icon at the bottom of this page, we take it.
Is it safe for sensitive skin?
Yes. Our pieces are made from eco-friendly brass with a thick layer of gold plating — the kind that keeps its color — plus a 925 sterling silver line, set with moissanite and natural gemstones. Designed to be kind to sensitive skin, every day.
Can I wear it in the shower? At the gym?
You’re not supposed to take it off — that’s the whole point. Morning, commute, workout, dinner. If the plating ever fades from normal wear anyway, that’s what the five years are for.
Does it come gift-ready?
Every order arrives in our signature gift box — no extra charge, no upgrade to choose. One honest heads-up: the packing slip does include the price.
If you can't find what you're looking for, contact us at service@alexcraft.com.
Our customer support team is happy to help!
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