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FAQs

My Account

Why should I register for an account?
It will allow you to do lots of useful things, such as view your previous orders, create an ALEXI wishlist & update your address/delivery details.

What do I do if I forget my username?
Please email info@alexilondon.com with the email address you registered with and we will reply to you with your username.

What do I do if I forget my password?
No problem, simply click on ‘Forgotten Password’ button on the log in screen in ‘My Account’.  You’ll get an email with a new password to use. For your security, we suggest that you then log in and change this to your own chosen password.  Having problems logging on? contact us at info@alexilondon.com

How will I know my order is placed?
Once your order has been placed and payment accepted you’ll see an order acknowledgement on your screen.  You’ll also receive an order confirmation at the e-mail address you provided.

Can I amend my order once it has been placed?
The short answer is – possibly!  It just depends at what point you let us know of your changes.  Please email us at info@alexilondon.com with your request & we will do our best to meet them.  We’ll be in touch to let you know what we can do.  Please bear in mind that we may have already dispatched your order, in which case if you still need to return it, use the guidelines in the Delivery & Returns section of the Q & As.

Can I view all my previous orders?
Yes, of course.  The easiest way is to enter your username and password in “My Account” section.  You’ll be able to see the dates of your orders, their reference numbers, where they were delivered to and the total.

Can I shop without creating an account?
Of course.  We will need just the absolutely necessary details to be able to process your order.

How do I unsubscribe myself from receiving the newsletter?
We’ll be sorry to see you go but you can click on “Unsubscribe” at the bottom of any of our Newsletters.

Contact

How can I contact ALEXI?
Just drop us a line at   info@alexilondon.com.  We’re available 9-5pm Mon- Fri & will aim to reply the same day.  Outside of these days/times, please drop us an email & we will get back to you as soon as we can.  Please include a phone number if possible, it’s often easier to resolve queries that way.

What is your mailing address?
ALEXI London
PO Box 1542 
Berkhamsted
Hertfordshire
HP4 9DH

Do you have a shop that I could come and try on products?
We are currently focusing on online rather than via stockists. However, that said, we do have a couple of stockists dotted around the country, but they carry a few selected pieces rather than our full range.

Shopping

Is your full collection available online?
Yes it is, although from time to time we may edit the range.  So if for example you’re looking for a previous season’s piece or just can’t see what you’re looking for, drop us a line at info@alexilondon.com and we’ll do our best to help.

How do I find the products I am looking for?
Try using the Search Bar in the top right of the screen, or choose from the Product Categories.

How do I see what I’ve placed in my Shopping Basket?
To review your choices, just click “Item” on the top right of the screen – that will then show the contents of your basket.

How do I remove something from my Shopping Basket?
In your basket, there will be a round “cross” icon to the left of the product image. Just click on that to remove the item.

Can I Purchase a single earring on the website?
Yes – we have lots of styles available as single earrings.  Click on Earrings, then select “Individual Studs” and have fun from there!

Can I add a message to an order that is a gift?
Yes, what a lovely idea!  Add your message in the Order Notes section when you place your order.  We will then carefully handwrite it on an ALEXI card and include within the package.

What do I do if I am having technical difficulties?
Ah – the joy of technology…  We understand how frustrating that can be.  Try emailing us at info@alexilondon.com & include a phone number – we’ll call you back to place your order by phone instead.

How do you use the personal information that I supply?
Solely for the purpose of fulfilling your orders.  All info is treated as Confidential.  It’s kept on a secure server, and of course complies with all relevant Consumer legislation & UK Data Protection.

What is your privacy policy?
We do not share or trade information that you supply us with.  All information is treated as Confidential. Read our privacy policy here.

What are cookies and how are they used on this site?
A cookie is a small data file that asks permission to be placed on your computer’s hard drive.  Once you agree, the file is added and the cookie helps to analyse web traffic and movement.

What cookies do:
Cookies allow web applications to respond to you as an individual and tailor their operations to your likes and dislikes by collecting and remembering information about your preferences.
The ALEXI London website uses cookies to count visitors on our site and to distinguish them from each other based on their unique browsing habits.  By showing us how you move around the site, cookies help us to give you the best possible shopping experience, as we can work on making it easier for you to find the pages and products you want.

Can I place a large volume order?
In theory yes, we’re happy to supply for events, or corporate hospitality etc.  Depending on the quantity, we might need additional time to process your order.  Perhaps in the first instance best to email us your request and we’ll go from there.

Gifts and Packaging

Do you offer gift wrapping?
Yes all ALEXI pieces come in a beautiful ALEXI gift box with matching gift bag at no additional charge.  If you’d like to send a special personal message, add it in the Order Notes section at checkout.  We’ll handwrite it on an ALEXI card and include in the order.

Do you create bespoke jewellery to order?
It’s something we may do in the future, but not right now!  We are always happy to try and help you source the exact piece you need, so if it’s something like a different colour of metal for example, drop us a line at info@alexilondon.com and we’ll do our best to help!

Materials

What is the jewellery made of?
All pieces are Sterling Silver.  The bright Silver pieces have Rhodium metal plating to make them shiny and help resist tarnishing.  We also use 18ct Gold or 18ct Rose Gold plating onto Sterling Silver (unless otherwise stated).

What is Cubic Zirconia?
Cubic Zirconia is a man made crystal – it’s totally flawless and clear in colour (although it can have dye added to it to make virtually any colour).  It’s also exceptionally hard which means it can be cut and faceted like diamonds to create intense reflections and sparkle.

Can I wear the jewellery if I have sensitive skin?
All of our products are Sterling Silver and “Nickel Safe”.  This means they contain no nickel and are tested to the stringent European Nickel Directive standards.

How do I look after my jewellery?
Just clean gently with a soft clean cloth.  Here’s the science bit – essentially light and air will tarnish any metal over time.  We recommend keeping your pieces in a sealed plastic bag, in a dark place i.e. jewellery box or drawer to keep away from light and air. Perfumes, body creams etc can also react with metal so apply these well before you pop on your jewels!

What are the month birthstones for the UK?

January Garnet
February Amethyst
March Aquamarine
April Diamond
May Emerald
June Pearl/ Alexandrite
July Ruby
August Peridot
September Sapphire
October Opal/ Tourmaline
November Topaz/ Citrine
December Turquoise/ Tanzanite

Sizing

Are the product images actual size?
Images may not accurately represent the actual size of the products. Size info for each piece is listed on the product page.  If you have any queries, though, please do drop us an email at  info@alexilondon.com & we’ll be happy to help…

What is  my ALEXI ring size?
Ring sizing is not an exact science – the comfort fit of a ring depends on the individual.  Click here to use our ring size conversion chart.  If you’re not sure of your ring size, print out our easy-to-use ring sizer and follow the instructions.  It might also help to use a ring the recipient owns & wears as a guide to sizing.  Please bear in mind that if you are choosing a wide band ring (such as the Karen Ring or Spring Rings) you should consider going up at least 1 size as a general guide, as wide rings need more space on the finger (hard to explain the theory of it, but it works!)

Are some ALEXI rings adjustable?
Yes, some rings are adjustable and this will be stated on the website.

If I order the wrong ring size can I return it for the correct size?
Please contact us BEFORE you return the ring, so that we can advise you. It’s not always possible to keep stock of all our rings in every size. See our section on ring sizing for help & tips on getting the right size. Of course we’ll do our best to help you get it sorted though!

Do ALEXI bangles come in sizes?
The bangles are all one size, which generally fits all!   The beauty of them is that they’re super easy to adjust to fit – just give them a gentle squeeze to open up wider or make smaller.  The measurements are given on the website.

Payments

What payment methods do you accept?
We accept most major credit cards and paypal

Is VAT charged online?
VAT at the current rate is charged on all orders and included in the retail price.  Please email info@alexilondon.com if you have further queries about VAT.

How can I use a promotional code?
To use a code, add it to the relevant box in your Shopping Basket. Promotional codes are non-transferable and there’s no cash alternative.  They can’t be used in conjunction with any other code or offers, and must be redeemed by the date published, if applicable.

How do I redeem a gift voucher?
Great news!  E-gift vouchers are available in any amount.  E-vouchers will be sent directly to you or your recipient’s email address.  Each E-gift voucher has a unique code number which can be redeemed against any purchase via the website or over the phone.  Lucky them! (or lucky you!)

When will the payment be taken?
Payment will be taken from your credit or debit card as soon as you have placed & confirmed your order at checkout.

How am I protected whilst shopping online at ALEXI?
All of our payments are processed and secured by SagePay or PayPal.

Why am I getting an invalid card number or invalid card type message?
Check you’re entering the long card number without any spaces.  Online payment merchants require the long number (it’s usually across the centre of the card)

Why has my card been refused?
If you receive the message “Authorisation on that payment type has been declined by the bank” your card has been declined by your card issuer.  ALEXI/SagePay/PayPal do not generate this message, you will need to contact your card issuer to find out why your card has been refused.  Check you have entered the following correctly.

Order verification/security checks
For everyone’s protection, from time to time orders may be subject to security checks, which may cause delays in order processing.   Such checks may mean we need to contact you.  Should  we be unable to reach you using the contact details provided it might delay the dispatch of your order, so a mobile phone number is useful to have.

Delivery and Returns

What address details do you need for delivery?
We require you complete the following fields for your delivery address in the checkout process: House name or Number, Building name (iff applicable) Street Name, County, Postcode.

Can I add a different delivery address to my order?
Yes, you can send to a different UK or international delivery address other than your billing address. Tick “Ship To a Different Address” in checkout & add the  details.

Can I order from overseas?
Yes. Either place your order online or email info@alexilondon.com. Your price will be shown in Sterling, and the actual transaction on your card will leave your account in Sterling. Click here to see our Delivery charges.

Do you deliver to my country?
We deliver to the following countries: Andorra, Argentina, Australia, Austria, Bahrain, Belgium, Canada, Chile, China, Colombia, Croatia, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Guernsey, Hong Kong, Hungary, Ireland, Isle of Man, Israel, Italy, Japan, Jersey, Kazakhstan, Kuwait, Latvia, Liechtenstein, Luxembourg, Macau, Malaysia, Malta, Mexico, Morocco, Netherlands, New Zealand, Norway, Oman, Panama, Peru, Poland, Portugal, Qatar, Russia, Saudi Arabia, Slovakia, Slovenia, South Africa, South Korea, Singapore, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, United Kingdom, United States of America.

Do you deliver to Post Office boxes addresses?
As all our delivieries require a signature upon receipt, we are unable to deliver to PO Box numbers, BFPO addresses, mail forwarding addresses and temporary residence addresses

How do I check the progress of an order that I have placed?
We’ll send you an email to confirm that we received your order. Then we’ll send you another email once the order has been processed and is ready to dispatch.

Can I change or amend my order once it has been placed?
We aim to process your order immediately, so you may not be able to make any amendments or cancel your order as it could have already been sent out. Drop us an email info@alexilondon.com and we will let you know if we are able to amend it. If we have already posted it, you would have to return it in line with our Returns Policy.

Can I cancel my order?
Yes, you can. Please email info@alexilondon.com if you would like to cancel your order. If it has already been despatched you will need to return it to us.

How do I know when my order has been received?
You’ll get an email to say we received your order, and another email to let you know when it has been processed & is ready to despatch.

Once I have placed my order how long does it take to dispatch my jewellery?
Once we have received your order, providing the item is in stock, we will post it the same day by Royal Mail 1st Class Signed For Delivery (unless you choose otherwise).  Orders received after 3pm on Friday and Saturday/Sunday will be processed the following Monday (excluding bank holidays when they would be processed on the following Tuesday.)

What is the charge for UK delivery?
Please click here to see full info on our current delivery charges.

What is the charge for international delivery?
Please click here to see full info on our current delivery charges.

How do I track my order?
Drop us an email to info@alexilondon.com & we can give you a number that you can use on Royal Mail’s website.  If you happen to be out, the Postman will leave a card to let you know where you can collect your package from, or rearrange a delivery.

Can my jewellery be delivered today?
The short answer is…possibly!  When you simply just can’t wait, drop us an email with your requirements and a contact phone number and we will get back to you!  We’ll do our best to accommodate your needs!

Will I have to sign for my delivery?
Yes, all our delivery options must be signed for.  It’s safer that way!

What happens if I am out when the parcel arrives?
Royal Mail will leave a card telling you how to re-arrange a delivery, or where you can go to collect your parcel if you prefer.

What is your Returns Policy?
Jewellery (apart from earrings) may be returned within 28 days of purchase for exchange or refund. Please drop us an email within 5 days of receiving your piece to let us know.  Due to hygiene reasons, we’re sorry but Earrings can’t be returned unless faulty.  This does not affect your statutory rights.  Please see the note below regarding our policy for returning items.

How do I return an item?
Jewellery must be as new, unused, with no marks or evidence of wear and in its original packaging.  If a returned item appears to have been worn, it will be returned to the purchaser. ALEXI is not responsible for any item that is not returned in perfect condition. The item remains your responsibility until it reaches us.  For your own protection, we recommend you use a secure delivery service which insures you for the full value of the goods.  ALEXI are not responsible for returns lost in transit.  If you’re returning an item for a refund or an exchange, the postage cost of returning the item to us is your responsibility.

How do I exchange an item?
Simply by returning them to us, and letting us know what you’d like in exchange.  Jewellery must be in its original pristine condition, in its original packaging.  We’ll send out your chosen exchange as soon as possible and contact you if there’s any query.  Please remember that Earrings cannot be refunded or exchanged unless faulty. Thank you.

How long might a refund take?
Once we’ve received the returned piece, and are happy that it is in it’s original pristine condition, refund will be made to the card originally used to pay for it.

If I order the wrong ring size can I return it for the correct size?
Please contact us BEFORE you return the ring, so that we can advise you. It’s not always possible to keep stock of all our rings in every size. See our section on ring sizing for help & tips on getting the right size. Of course we’ll do our best to help you get it sorted though!

Repairs

What is your repair policy?
In the rare event that you have a hiccup with one of our pieces, please email info@alexilondon.com.  Depending on what the hiccup is, we’ll go from there!

Trade Accounts

How can I apply for an ALEXI trade account?
It’s quick & simple.  Scroll down the bottom of the ALEXI hompage, click on ‘BE A STOCKIST’ & fill out your info.  We’ll get right back to you with a Password so that you can securely see the Stockist prices.

Can I use information from the ALEXI website to support the sale of the products?   We’d be happy to discuss any aspect of Point of Sale info with you to help you – just get in touch.  But in the meantime, just to be clear, ALEXI London Ltd own the copyright to all information (literature, images, codes etc.) contained on our website.  A ‘Disclaimer of Information Use’ has to be signed before you can display the information for purposes of commercial marketing or retailing of the products from us.  Please contact us for a copy of the Disclaimer of Information form to be sent to you.  Once we know what you need we can discuss supplying images etc as required.  We want your ALEXI display to look as beautiful as the jewellery!