Delivery & Return
Free over $65. Thirty days to change your mind. Five years if it ever lets you down.
Everything about getting your piece to you — and what happens if it's not right. The short version: shipping's free over $65, the price at checkout is the whole price, and you've got a month to send anything back. The rest is just the details.
Delivery
Free over $65. A flat $9.9 under it. Tracked, either way. Over $65, shipping's on us — no code to hunt for. Under $65, it's one flat $9.9, the same number in every country. No surprise math at the last step of checkout.
Duties and taxes are already in the price. What you pay at checkout is everything you pay. If customs asks for anything along the way, that's ours to handle — not yours. Your new earrings should never show up with a bill attached.
It ships from Hong Kong. Every piece leaves the same studio it was made in. We pack your order and hand it to the carrier within 1–2 business days, with a tracking number from the moment it does.
For the US and most countries, count on 7–10 business days door to door — about two weeks, all in. It's crossing an ocean, not arriving overnight, and we'd rather give you the real number than a prettier one that turns out to be wrong. A few destinations run a little longer — up to 7–15 business days. A custom piece is made for you from scratch, so add 7–15 business days at the bench before it ships.
In a hurry? DHL Express gets it to you in 3–4 business days for an extra $25. Birthdays have deadlines; we get it.
Returns & exchanges
Thirty days to change your mind. From the day it arrives, you've got 30 days to send a piece back or swap it — changed your mind, wrong size, didn't sit the way you'd hoped. No reason required, no explaining yourself.
Send it back the way it came. Unworn, in its original condition, with the box and pouch it arrived in — we need to be able to pass it on as new. If a free gift came with the order, pop that back in too.
Return shipping is on you — unless something's wrong with the piece. Changed your mind? The return postage is yours, and a change-of-mind refund covers the price of the piece (the original shipping and the card-processing fee are already spent getting it to you, so those stay out). Faulty, or we sent the wrong thing? All of it's ours — postage included.
Arrived faulty, or it's the wrong piece? That one's on us, start to finish. Email service@alexcraft.com with your order number and a photo — a replacement ships within 2 business days, on us, and you keep the original. Flying it back across the Pacific helps no one.
Want to swap instead? Email us and we'll exchange it for whatever's in stock — any style, any color. If there's a price difference either way, we'll sort it: you pay the gap, or we refund it.
How a return works. Email service@alexcraft.com with your order number and whether you'd like a refund or a swap. We'll send you the return address and the steps — no portal to log into, no form to decode. Once your return reaches us, your refund goes out within 2–3 business days. From there, how fast it lands is down to your bank.
It was a gift. No order number needed — tell us who bought it, or send a photo of the packaging, and we'll find it on our side. And no, we won't tell them.
The five-year warranty is separate — and longer. Returns cover the first 30 days. After that, every piece is still covered for five years from the day it arrived: plating that fades, a clasp that gives up, a stone that wanders off. Full details on our 5-Year Warranty page.
The details — A few things people actually ask us.
A few things we genuinely can't take back. Pieces that have clearly been worn or altered, anything repaired by someone else, and items sold marked-down for a known flaw and then returned as "faulty." We also need an order we can match to a number — it's how we find you.
Slight color differences aren't a fault. Gold reads warmer or cooler depending on your screen and the light in your room. That's photography, not a defect.
Where this applies. Everywhere we ship. The 30 days and the five years travel with the piece, not the ZIP code.
That's the whole page. No asterisks hiding anything.
If something about your delivery or return ever feels off, email service@alexcraft.com — a real person reads it. And replies.