FIVE-YEAR WARRANTY
Designed to stay. Covered to stay.
We make jewelry you're not supposed to take off — so if a piece ever lets you down,
we'd rather just make it right than quote you the fine print.
WHAT'S COVERED
Covered, for five years
Plating that fades. If the color quietly clocks out before year five, that's our problem — not yours. You wore it the way it was designed to be worn — that's not misuse, that's the job description.
Clasps, posts and closures that stop doing their job. A clasp you have to fiddle with mid-day is a clasp that failed. Covered.
Chains and links that break during normal wear. And our definition of "normal wear" includes everything a real day includes.
Stones that loosen or go missing from their setting. A detail should stay exactly where we put it. If it doesn't, you get a whole new piece — not a patch job.
Not covered
Loss or theft. We'd love to, but we can't replace a piece neither of us can find. (We wish.)
Damage beyond normal wear. Flattened by a suitcase, snipped by a curious toddler — write to us anyway. It won't be a warranty case, but we're not going to leave you hanging either.
HOW IT WORKS
Three steps. No fine-print maze.
1 — Send us two photos. Email service@alexcraft.com — one photo of the piece, one of the issue, plus your order number. A sentence or two about what happened is plenty. You don't need to build a case. We believe you.
2 — We take a look. You'll hear back within 2 business days. From a person, not a form letter.
3 — A new piece ships. Within 2 business days of the yes, your replacement leaves our Hong Kong studio, tracked all the way to your door, shipping on us. And keep the old one — flying it back across the Pacific helps no one, and we'd rather you skip the line at the post office.
One honest thing about timing: we're based in Hong Kong, and every replacement leaves the same bench your original piece came from. So it won't show up tomorrow — all in, from your first email to your doorstep, count on about two weeks. We'd rather tell you that here than have you find out from the tracking page. And if customs asks for anything along the way, that's ours to handle — not yours.
THE DETAILS
A few things people actually ask us.
It was a gift
No order number? No problem. Tell us who bought it — a name or email works — or send a photo of the packaging, and we'll dig up the order on our side. And no, we won't tell them their gift had a moment.
No proof of purchase
Write in anyway. If it's one of ours, we'll usually recognize it — and we'll do our best to help.
Outside the five years
If a piece has been with you longer than five years, honestly, we're a little proud. Email us anyway — depending on the piece, we can often offer a replacement at a fair price, or talk you through bringing it back to life at home.
Where this applies
Everywhere we ship. The warranty travels with the piece, not the ZIP code.
CLOSING
Most warranty pages are written by lawyers bracing for the worst. This one is written for the person who wore her jewelry every single day, exactly as intended — and shouldn't have to argue about what happens next.
Move with you. Stay with you. That was the promise at checkout. This page is what it looks like five years in.
Questions? service@alexcraft.com — a real person reads it. And replies.