FAQ's

How can I pay for my online order?

ALEX AND ANI accepts most major credit cards including Visa, MasterCard, American Express and Discover. We also accept PayPal.

I just submitted an order; can I change it?

Orders are processed as quickly as possible, and for this reason, we cannot guarantee any changes to your order once it has been submitted. If you need to change or cancel your order, please call us as soon as possible at 1 (800) 725-7822 and we will make every attempt to honor your request.

When will my credit card be charged?

Credit cards are charged at the time of shipment with the exception of PayPal, Loop Gifting and Gift Cards which are charged at time of order placement.

Do you offer gift packaging?

Every item that leaves our facility is packaged in a keepsake ALEX AND ANI pouch or box with meaning card and care instructions.

I'm having trouble placing my order online; can you help?

If you are having trouble placing your online order please call Customer Service at 1.800.725.7822.

If you are using your PayPal account and you are receiving an error message, please contact PayPal Customer Service at 1.800.221.1161.

I can't find the item I am looking for on your website; can you help?

If you are having trouble finding the item you are looking for, please call Customer Service at 1 (800) 725-7822 for assistance.

Did my order go through?

After placing your order, you will receive an order confirmation via email. If you do not receive this email and are unsure if your order went through, please contact Customer Service at 1 (800) 725-7822.

My billing is in Canada but I wish to ship to the USA can this be accommodated?

Yes, we can ship your order to the USA. Please note that USA taxation rules will apply and estimated arrival times will differ. Please refer to our shipping FAQ’s for specifics on delivery estimates. Pricing on ALEXANDANI.com is in US dollars.

Your credit card or PayPal account will be charged based on the conversion rate to CAD for the date your order is billed. Any refunds issued will be refunded based on the conversion rate to CAD for the date your order is refunded.

My billing is in USA but I wish to ship to Canada can this be accommodated?

Yes, we can ship your order to Canada. Please note that Canada taxation rules and estimated arrival times will differ.

Do you have an International web site?

For customers who may wish to ship internationally, in Japan you may visit us at www.ALEXANDANI.jp, for Spain www.ALEXANDANI.es and for Australia, www.ALEXANDANI.com.au. If you are inquiring about other countries and where to purchase, please click here for a list ALEX AND ANI locations globally.

What is an ALEX AND ANI E-Gift Card?

E-Gift Cards are electronic versions of Gift Cards that are emailed directly to the recipient and come in a variety of designs suited for your special occasion.

How can I purchase an ALEX AND ANI E-Gift Card?

ALEX AND ANI E-Gift Cards can be purchased by clicking here.

When will the recipient receive their E-Gift Card?

E-Gift Cards are delivered instantly to the recipient's inbox.

How can I redeem my E-Gift Card?

In the shopping cart, enter your E-Gift Card code into the "Redeem an E-Gift Card" field and click "Add Gift Card." You can add multiple E-Gift Cards to your order by following this process for each E-Gift Card number. Unused balances will remain on the E-Gift Card and will never expire.

Can my E-Gift Card be redeemed in ALEX AND ANI stores?

At this time, E-Gift Cards can only be redeemed on alexandani.com.

I purchased a gift card in a store and it is either lost or stolen. What is your policy regarding this?

Gift cards have cash value, as such we cannot replace or credit you for loss, stolen or misplaced gift cards.

Can a gift card purchased from an ALEX AND ANIi store be redeemed online?

At this time, gift cards that were purchased from an ALEX AND ANI store cannot be used online.

Can E-Gift Cards be returned?

E-Gift Cards are non-refundable. If an item is returned that was purchased with an E-Gift Card, the funds will be returned as a website credit.

What is a website credit and how do I use it?

Website credits can be issued directly to a customer's online account in lieu of a refund when merchandise is returned to alexandani.com. To redeem a website credit, you must be logged in to your account. During checkout, your website credit will be available in the "Payment" section. You can view your website credit amount by clicking on "My Account" and then "Store Credit."

My gift card isn't working online; what should I do?

Gift Cards purchased at a physical ALEX AND ANI location cannot be redeemed online. If you are trying to redeem an E-Gift Card, please make sure that you are entering it in the "Redeem an E-Gift Card" field at checkout. If you continue having issues redeeming your E-Gift Card, please call Customer Service at 1 (800) 725-7822 for assistance.

United States Shipping

At this time, we do not ship to P.O. Boxes, APO/FPO addresses, or college dorms. Shipments to Alaska, Hawaii, or Puerto Rico may exceed normal delivery time.

Canada Shipping

At this time we are unable to ship to the Province of Quebec.

Can I change the address on my order?

Orders are processed as quickly as possible, and for this reason, we cannot guarantee any changes or cancellations to your order once it has been submitted. If you need to change or cancel your order, please call us as soon as possible at 1 (800) 725-7822 and we will make every attempt to honor your request.

Do you offer Saturday delivery?

ALEX AND ANI does not offer Saturday delivery at this time.

How will I know my order has shipped?

You will receive a shipping confirmation email once your order is ready to ship. Once you have received this email please allow 24-48 hours for your tracking number to update with UPS.

Your package may at any point be transferred from UPS to USPS for final delivery. If this occurs your USPS tracking number can be found at the bottom of the UPS tracking website under “additional information.” At this point your package can be tracked via USPS.com using their 26 digit tracking number.

Please keep in mind delivery dates may change due to inclement weather conditions or holidays.

Orders will not be shipped on the following holidays:

New Year’s Day
Martin Luther King Jr. Day
Presidents Day
Memorial Day
Independence Day
Victory Day
Labor Day
Columbus Day
Veterans Day
Thanksgiving Day
Christmas Day

Return Policy

We want you to be completely happy with your purchase. If for any reason you are not satisfied please return the item(s) to us within 30 days of the purchase or order delivery date. The returned item must be unworn with the UPC tag attached or appropriate UPC packaging. Website orders cannot be refunded in ALEX AND ANI flagship stores; they may however, be exchanged in ALEX AND ANI flagship stores for merchandise or in-store credit. Please note that Clearance Sale items are not eligible for return.

Return Instructions

Please contact our ALEX AND ANI Customer Service team at 1-800-725-7822 for shipments made to Canada.

To return one of our products, please be sure to complete the back of your packing slip. If you do not have your packing slip please complete the Return Authorization Form below. We require that you send either your completed packing slip or the completed authorization form to ensure we can process your return quickly and accurately.

Print and complete the below forms by following the application links:
Merchandise Return Label
Return Authorization Form

For troubleshooting issues or for help retrieving a form please email customerservice@ALEXANDANI.com or call 1.800.725.7822.

Return Rules

If the item is returned within 30 days, but without the UPC tag attached or appropriate packaging a website credit will be issued.

Website orders cannot be refunded in ALEX AND ANI flagship stores; they may however, be exchanged in ALEX AND ANI flagship stores for merchandise or in-store credit.

If your purchase was made at an ALEX AND ANI authorized Retailer, you will need to return your item to point of purchase.

All refunds will be credited for the original amount paid, less shipping fees, discounts, except in the case of an incorrect shipment.

ALEX AND ANI.com does not offer exchanges.

Gifts purchased online or in an ALEX AND ANI flagship store may be returned for a website store credit. If you are returning a gift, please be sure to indicate that a website credit is required and provide your email address. Failure to do so will result in the gift giver receiving a refund to their credit card.

All clearance items are final sale, and all discounted items purchased at any ALEX AND ANI Outlet location are final sale.

Once your return has been processed, you will receive a confirmation email; please note that it may take an additional 7-10 business days from the date you receive this email for the funds to be available in your account and it may take an additional billing cycle to see the funds on your billing statement.

Shipping Information

If you choose to ship something back to ALEX AND ANI without the use of our Merchandise Return Label we cannot guarantee that the item will be received. We recommend using a traceable carrier, and insuring your package for the full value of the contents. ALEX AND ANI is not responsible if these shipments are lost by the carrier or not received at our facility. ALEX AND ANI cannot reimburse you for shipping charges. Please keep track of your return tracking number.

Jewelry

How can I clean my jewelry?

If your jewelry requires cleaning, use a mild soap, water and a soft cloth. Rinse with clean water and pat dry. Never use jewelry cleaner on RAFAELIAN Finishes and Shiny Finishes. Jewelry cleaners are too harsh and may contain abrasives. For best results, use the ALEX AND ANI polishing cloth regularly.

How can I tell if my ALEX AND ANI is authentic?

ALEX AND ANI jewelry is hand made in Rhode Island from recycled materials making every piece 100% unique and full of (+) Energy. Even though individual items may vary slightly, they still have a few things in common.

How can you spot a counterfeit? For our original expandable bangle line, look for the signature style of the ALEX AND ANI one-piece, circular bangle with its overlapping ends connected by a stylistic twist. In addition, every ALEX AND ANI bangle is clearly identified with a tag displaying the ALEX AND ANI trademark logo.

How expandable are your expandable bangles?

Our Expandable Wire Bangles are adjustable down to two inches in diameter and expand to about three and a half inches in diameter. The average circumference (when they are delivered) is about seven and a half inches. Therefore, our Bangles are adjustable to fit almost any wrist.

Can I add multiple charms to one bangle?

At this time, we do not offer the option to add multiple charms to our Bangles as our Bangles look best when stacked.

Can I design my own charm?

At this time, we do not offer the option to design your own charm. If you’d like assistance in picking out a gift, please contact Customer Service by phone at 1 (800) 725-7822 or by emailing customerservice@alexandani.com

What is the difference between RAFAELIAN GOLD Finish and RAFAELIAN SILVER Finish?

Our RAFAELIAN SILVER Finish and RAFAELIAN GOLD Finish are our most popular finishes. They are a rich, eco-conscious matte Silver and Gold finish plated on a brass base. They have an antique look from the oxidation process and are coated with anti-tarnish to protect the piece and hold its finish. Alternatively, Shiny Silver Finish and Yellow Gold Finish (also eco-conscious finishes) are a polished Silver and Gold plated on a brass base. They are also coated with anti-tarnish to protect the piece and hold its finish. Not all bangles are available in every finish.

Home and Leather Goods

How can I care for my LIGHT AND IGNITE Candle?

Please visit our Product Care page by clicking here for full details on caring for your LIGHT AND IGNITE Candle.

Where is the leather sourced from?

All leather is sourced from American farms.

What is the material inside the leather goods?

The material inside the leather products is micro-suede. Mild soap and water can be used to clean any spills inside.

How is the leather treated?

Our leather tanning process is extensive. The leather is kept in drums to fully absorb the color. It is meticulously treated so that the texture is luxuriously soft. The natural oils used serve as a protectant. We recommend not using any leather spray on our products, as it may change the look of the leather. Our vintage-inspired, distressed leather was designed purposefully to look better over time.

How can I clean my leather?

Use a mild soap and damp cloth to clean the leather. We suggest avoiding leather conditioner, as wear and tear is to be expected and will add character to these pieces. If you choose to protect your leather, test a small amount on an inconspicuous area of the product first. The protectant may cause the leather to darken in color. Avoid all oil-based protectants. Please visit our Product Care page by clicking here for full details on caring for your Leather Goods.

How should I store my leather?

Each leather product will come with an ALEX AND ANI dust bag that is the ideal storage space.

Will the color rub off of my leather?

Each piece has been through an extensive process that ingrains the color into the leather. If the leather gets wet, we recommend the wearer avoid contact with light colored clothing.

Warranty Policy

Jewelry purchased on ALEXANDANI.com or at an ALEX AND ANI flagship store that are in need of replacement due to a manufacturer defect is covered under our policy for one year from the date of purchase.

Your jewelry was created with the utmost love and care. Before submitting a warranty form, please review the cleaning and care instructions here. We require that you confirm you have followed these guidelines before submitting your request. We encourage you to use the ALEX AND ANI polishing cloth to effectively clean your ALEX AND ANI jewelry.

Warranty Instructions

Please contact our ALEX AND ANI Customer Service team at 1-800-725-7822 for shipments made to Canada.

To return one of our products, the product must have a completed Warranty Authorization Form. If an item is received without an authorization form, ALEX AND ANI may not be able to complete your request.

Print and complete the below forms by following the application links:
Merchandise Return Label
Warranty Authorization Form

For troubleshooting issues or for help retrieving a form please email customerservice@ALEXANDANI.com or call 1.800.725.7822.

Warranty Rules

ALEX AND ANI will exchange your jewelry with the same product in the same finish when available. If the same product is not available a website credit for the purchase price of the item will be issued.

If your purchase was made at an ALEX AND ANI authorized Retailer, you will need to return the item to the point of purchase. Policies may vary depending upon the point of purchase. If you are returning a damaged DISNEY® or exclusive item, we are unable to replace it at this time. If you desire a replacement item, you will need to contact the point of purchase or Disney Customer Service for instructions.

Warranty items can take between 4-6 weeks to process.

This warranty does not cover damage to ALEX AND ANI products caused by accident, misuse and abuse, modification, attempted repair, negligence after purchase, ordinary wear and tear, and/or failure to follow the product’s care instructions.

Do not expose your ALEX AND ANI products to harsh chemicals or environments, as they can alter the appearance of the product. These include, but are not limited to, liquid silver polish, pools, hot tubs, and spas. Please refer to the cleaning and care instructions for additional information on caring for and protecting your ALEX AND ANI product.

For leather goods, the one-year warranty covers manufacturing defects including zipper breaks and loosened stitches. To see recommendations on caring for leather please visit ALEXANDANI.com.

ALEX AND ANI is not responsible for lost or stolen merchandise.

Website Credits

You must provide a valid e-mail address with your return if you would like to receive a merchandise web credit.

You can view your website credit amount by clicking on "My Account" and then "Store Credit."

To redeem a website credit, you must be logged in to your account. During checkout, your website credit will be available in the "Payment" section.

When a web credit is offered to you and you have not previously established an on line account, you must contact the Customer Service team to retrieve your temporary password. Please email customerservice@alexandani.com or call 1.800.725.7822.

Shipping Information

If you choose to ship something back to ALEX AND ANI without the use of our Merchandise Return Label we cannot guarantee that the item will be received. We recommend using a traceable carrier, and insuring your package for the full value of the contents. ALEX AND ANI is not responsible if these shipments are lost by the carrier or not received at our facility. ALEX AND ANI cannot reimburse you for shipping charges. Please keep a record of your return tracking number.