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Frequently Asked Questions

HOLIDAY INFORMATION

What is the final date for ordering standard shipment options to arrive by holiday?

Standard orders must be placed by no later than 2PM ET Friday, December 13th. Please note Canada, Puerto Rico, Alaska and Hawaii require longer lead times. Please contact Customer Experience team for advice on final day for ordering to these destinations.

Can my order be modified after it has been placed?

Changes to orders cannot be made once the order placement option has been selected. Please reach out to Customer Experience at 1-800-725-7822 to request your order to be canceled as soon as possible and within 24 hours to determine if your order is eligible to be canceled.

Why didn’t I receive my order or shipping confirmation?

We suggest you first confirm the email address input on the order was correct. If so, we recommend you next check your spam or junk file. Many corporate or .edu email addresses will block receipt of emails. We suggest using an email address you know will allow for these emails to be delivered timely.

If an item is out of stock, will you be restocking?

If an item is out of stock online, you may visit our store locator to see if there is a corporately owned store near you that may carry the product. A listing of our authorized retailers can also be found on our store locator. Restocking online may take up to 4 weeks. https://locations.alexandani.com/search.

How will my order be packaged? Do you have gift options?

You have the option, during checkout, to decide if you would like your order to be packaged as a gift. If you select the YES box option, you may also customize a gift message. If the NO box option is selected, no ALEX AND ANI gift boxes will be sent. Certain collaborations will come boxed regardless of the option you select and certain accessory items, such as necklace charms and rings may ship in round gift containers.

How long does it take for a standard delivery to arrive?

During our busy holiday season, processing time may take an average of 3 business days. Shipments do not take place on Saturdays or Sundays. Orders come from our Rhode Island distribution center and delivery time may vary from 1 business day to up to 6 business days depending upon destination. We recommend you use Priority or Expedited Shipping if you have a specific delivery timeframe.

How is my standard order shipped?

We use UPS SurePost for most of our standard shipments. Certain areas within the US may arrive by UPS Ground. SurePost is delivered by the US Postal Service. Delivery by USPS will occur Monday to Saturday.

How do I trace a UPS SurePost order?

Your shipment confirmation will contain a UPS tracking number. UPS will transfer your package to USPS, at which time a secondary tracking number is assigned. The USPS tracking number gives you the final estimated delivery information and should be used to track final delivery.

My tracking is showing a status of label created but no movement. Why is this?

Orders that are packed and ready in our warehouse but await UPS to pick up will show this status. Please wait 24 to 48 business hours for final tracking to update.

My order shows it has delivered, but I have not received it yet. What should I do?

We recommend you wait up to 72 hours before reaching out to us. Often, packages are located within this timeframe.

If I select Priority or Expedited shipping, will it arrive on Saturday or Sunday?

No, these shipment methods go through UPS and delivery on weekends will not occur. Orders placed prior to 2PM ET will ship the same day. Orders placed on Friday prior to 2PM will not deliver until Monday (Expedited) or Tuesday (Priority) the following week.

I live in Canada. If I select Priority or Expedited, will it deliver within 1 to 2 business days?

No, orders shipping from Rhode Island (USA) to points in Canada take longer for arrival. Please consult with Customer Experience for specific times and estimates for International delivery.

What if I received the wrong item in my shipment?

For shipments within the USA, a prepaid return label is included with all shipments. You may reach out to the Customer Experience team at 1-800-725-7822 to reorder the correct item or you may return the incorrect item and a refund will be issued upon receipt of the item in our warehouse.

What is the holiday return window for an online purchase?

We extend our 30-day return policy during the holiday timeframe. All orders placed after November 1st will have up until January 31st, 2020 to return your items if not completely satisfied. A prepaid return label is included with all shipments to USA destinations.

I received an item as a gift. Can it be returned for a refund?

Online purchases may be refunded back to the original card used for the purchase. Please return using our prepaid return label included with your shipment and a refund will automatically be applied. If you are the gift recipient and would prefer an e-gift card versus a refund to the card holder, please indicate this on your return paperwork. In-store returns may be refunded only if the card holder and card is present. E-gift cards (for returns made to our warehouse) or store credits would be offered to gift recipients for the receipt value. Purchase receipts are mandatory to allow for credits to be offered. Items purchased in other ALEX AND ANI authorized retailers must be returned to the point of purchase.

How long will it take to process my refund for a return?

Holiday refund time will vary depending upon number of returns received. Overall refund processing time is calculated based upon transit time from your location to our warehouse and then an additional 7 to 10 business days is needed to review. Final reconciliation with your bank may take up to an additional 7 days.

Can I submit a warranty claim during the holiday season?

From Thanksgiving until the New Year, we will not be accepting new warranty requests. Please submit your new warranty requests after the New Year.

What are Customer Experience holiday hours?

Starting the week of November 10th, Customer Experience hours will be extended. Our team is here to respond Monday to Friday from 9AM ET to 11PM ET and Saturday and Sundays from 9AM ET to 8PM ET. Customer Experience will be closed on Thanksgiving, Christmas and New Year’s Day.

Ordering

What payment methods do you accept?

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

Can I modify or cancel my order?

Because orders are processed as quickly as possible, 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 I be charged?

Credit cards are charged at the time of shipment. PayPal and E-Gift Cards are charged at time of order placement.

Do you offer gift packaging?

All items are packaged in an ALEX AND ANI box or pouch with a meaning card.

My billing address 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.

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 the 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 will apply.

Do you have an International web site?

In Spain, please visit us at www.ALEXANDANI.es. For other countries and where to purchase, please click here for a list of ALEX AND ANI locations globally.

Is there any limit to the amount I can order?

ALEX AND ANI reserves the right to limit the quantity of items purchased per person, per household or per order for any reason. These restrictions may apply to orders placed by the same account, the same credit card, and also to orders that use the same billing and/or shipping address. We will notify you should such limits be applied. ALEX AND ANI also reserves the right, in its sole and absolute discretion, to prohibit sales to dealers or resellers. Reselling is hereby defined as purchasing or intending to purchase any product(s) from ALEX AND ANI for the purpose of engaging in a commercial sale of that same product(s) with a third party.

I am having trouble checking out using PayPal; can you help?

PayPal stores and safeguards your card and bank details, enabling you to pay online without entering your sensitive financial information every time you shop. PayPal takes the payment from your card, PayPal Balance or PayPal Credit directly. Your payment details will not be shared with ALEX AND ANI.

If you are experiencing trouble checking out using PayPal as your payment method, please reach out to PayPal directly at 1‑888‑221‑1161 for assistance or ALEX AND ANI at customerservice@alexandani.com.

E-Gift Cards

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?

Orders for E-Gift cards are delivered within 1 hour to the recipient’s inbox.

Orders for E-Gift cards combined with product orders will be delivered once the product order ships. Please note this may take up to 3 days.

We suggest you place your E-Gift card order separately if immediate delivery of your E-Gift card is required.

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 ANI store be redeemed online?

At this time, gift cards that were purchased from an ALEX AND ANI store cannot be used online. Please call our Customer Experience Team at 1 (800) 725-7822 for further assistance.

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.

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.

Shipping

United States Shipping

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

*Priority and Expedited orders placed before 2pm EST M - F will ship the same day. Priority and Expedited shipping is not offered to P.O. Box shipping addresses. Any order placed after 2pm or over the weekend will process the next business day.

Table - US Shipping Times

Canada Shipping

At this time we are unable to ship to P.O. Boxes or the Province of Quebec.

*Priority and Expedited orders placed before 2pm EST M - F will ship the same day. Any order placed after 2pm or over the weekend will process the next business day.

Table - Canada Shipping Times

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 (2nd Monday in August)
Labor Day
Columbus Day
Veterans Day
Thanksgiving Day
Christmas Day

Returns

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.

**Please note that FINAL Sale items or items purchased during our Clearance Sales and which are permanently discounted 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 your order, please be sure to use the return label which is located on your ALEX AND ANI packing slip. Please also fill out the form contained on the back of the packing slip listing all details requested to expedite processing of your refund.

If you can not find your original return label a new one can be printed out by logging into your account and selecting RETURN from the specific order you would like to return. If you do not have an alexandani.com account you can click here to print out a new return label.

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 with the exception of Disney items. Disney items purchased on ALEX AND ANI.com cannot be exchanged in ALEX AND ANI Flagship stores. Disney returns are authorized for these items with proof of purchase on ALEX AND ANI.com only.

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.

If returning an order that included a free gift, be sure to include this item with your return or your refund will be adjusted to reflect the retail price of the gift.

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 items purchased during our Clearance sales, FINAL sale items that are permanently discounted and all discounted items purchased at any ALEX AND ANI Outlet location are final sale and not eligible for return.

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

Please be sure to keep the tracking number that is provided on your prepaid return label for tracking purposes.

If you choose to return and not utilize the ALEX AND ANI shipping label, we are not responsible for lost or returned packages. We recommend that you insure and track your package for the full value of the contents.

Product Information

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 children wear ALEX AND ANI bracelets?

ALEX AND ANI jewelry is not intended for children under the age of twelve.

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 / RAFAELIAN SILVER Finishes and Shiny Gold / Shiny Silver Finishes?

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 Shiny 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.

Are there color varations for beads and natural stones/gemstones?

The product photos shown on this site are for representative purposes only. Natural stones are products of nature; variations in color, shade, pattern, texture and veining are inherent in such natural materials. These differences and variations in stone should be considered part of the beauty of natural stone instead of flaws. Customer should be aware that the actual stone delivered may vary slightly from the sample or picture(s) shown.

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

Warranty Policy

Jewelry Limited Warranty

1. Your jewelry was created with the utmost love and care. ALEX AND ANI offers a one (1)-year limited warranty from the date of purchase for any manufacturing and material defects for ALEX AND ANI products purchased in store and online from ALEX AND ANI or authorized ALEX AND ANI retailers (“Authorized Retailer”) only. Accidental damage, tarnishing and ordinary wear and tear are not included in this warranty. Any modifications, attempted repair or failure to follow ALEX AND ANI care instructions after purchase will void this warranty.

2. Products purchased from a clearance sale carry a limited sixty (60)-day warranty.

3. To be eligible for either the limited one-year or 60-day warranty, the customer must have a valid proof of purchase (described below) and follow one of two options: (i) IN PERSON: present the proof of purchase and jewelry in-person to any ALEX AND ANI store or Authorized Retailer; or (ii) ONLINE: take a picture of both the front and back of the jewelry and the proof of purchase and email the Customer Experience Team at the e-mail address below. Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.

4. A valid proof of purchase includes: a purchase receipt, delivery receipt, or gift receipt from ALEX AND ANI or an Authorized Retailer only.

5. Upon approval of your warranty claim, ALEX AND ANI will replace your jewelry with the same item if available. If the item is unavailable, in-store customers will receive a gift card for the value paid. Online customers will receive an e-gift card. If the proof of purchase does not reflect value paid, the customer will receive a gift card valued at the last advertised price of the warrantied product.

6. You may initiate a claim under this warranty by contacting our Customer Experience Team at 1-800-725-7822 or at customerservice@ALEXANDANI.com or by visiting one of our ALEX AND ANI or Authorized Retailer stores.

7. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

THIS LIMITED WARRANTY IS IN LIEU OF ALL OTHER WARRANTIES, WHETHER ORAL, WRITTEN, EXPRESS OR IMPLIED, TO THE EXTENT PERMITTED BY LAW. ALEX AND ANI DISCLAIMS ANY OTHER STATUTORY OR IMPLIED WARRANTIES, INCLUDING THE IMPLIED WARRANTY OF MECHANTABILITY, IMPLIED WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE, AND ANY WARRANTY AGAINST HIDDEN OR LATENT DEFECTS. IF WARRANTY CANNOT BE DISCLAIMED UNDER LAW, DURATION OF ANY IMPLIED WARRANTY WILL BE THE SAME LENGTH AS THIS WRITTEN WARRANTY. ALEX AND ANI IS NOT RESPONSIBLE FOR DIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL OR ANY OTHER DAMAGES AS A RESULT OF ANY BREACH OF WARRANTY, CONDITION, OR OTHER LEGAL THEORY. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU.

Virtual E-Gift Cards

Please note all virtual gift cards are for online use only, and are not available to use in any corporately owned retail location.

You must provide a valid e-mail address with your return if you would like to receive a virtual gift card.

When placing an order on line using your E-gift card, please make sure that you are entering the e-gift card number in the, “Redeem an E-gift Card” box and not the “Promo Code box”.

We recommend the most efficient way to do this is by cutting and pasting the E-gift code number directly into that E-gift card box. Please make sure there are no trailing spaces either before or after the code. If you still have not received an email with your e-gift card code after checking your spam folder, please feel free to contact Customer Service at 1-800-725-7822, so we may assist you further.

Shipping Information

All warranty related returns must be authorized before being sent back for consideration. ALEX AND ANI will not be responsible for lost or returned packages. Returns received without ALEX AND ANI authorization will be subject to return to the sender.