Why can't I log in to my account?
We apologize that you're having difficulty accessing your account. If you are unable to log in, first try to change your password by going to the log in page and selecting "Forgot your password?" If you are unable to change your password, please contact us at 1-877-WOO-ICON or email us at concierge@alexwoo.com and we will be happy to help you re-gain access to your account.

How do I access my reward points?
To access your reward points, log in to your account and scroll to the bottom of any page. Click REWARDS to see your current rewards balance or redeem your points.

Why hasn’t my piece shipped yet? I paid for next day/2 day shipping and I didn’t receive it within 2 days.

*Each piece is made-to-order and shipped from New York, just for you! Please allow up to 3 business days for processing (excluding gift cards and transit time). If you need your order by a certain date, you can contact us at concierge@alexwoo.com to see if we can rush your order.

Why can’t I purchase a Little Icon by itself?

All of our pieces come with a chain because the chain runs through the piece and not all chains will fit. They are also part of the design. With all of their sparkle, consider it the cherry on top!

Can I use another chain with my Little Icon or Mini Addition?

Our Little Icons and Mini Additions have very small chain holes and other chains may not fit through them. Our diamond cut chains were specifically selected for our pieces so we don’t recommend using other chains.

How do I put on a mini cord bracelet?

I purchased my piece at a retail store (ex: Nordstrom) and I want to exchange/return/repair it. Can you process it?

Unfortunately, we are unable to take returns/exchanges from any of our retail partners. They have already purchased the merchandise from us and we can not return anything that we did not sell directly. We recommend that you contact the store that you purchased from and we can work with the store to best help you!

If you are in need of a repair, we are happy to take a look at your Alex Woo piece. We can work with you to assess the damage and type of repair needed. A small fee may apply and you will be notified at the time the jewelry is assessed and prior to beginning repair.

Can website returns/exchanges/repairs be processed in your retail stores?

If you have a website return/exchange/repair you would need to process your request directly with us. We are happy to help!

Can I pick up an order at your showroom or visit your showroom to shop?

All of our showroom visits are by appointment only. If you have a purchase that you placed online and would like to pick up at our showroom, we are happy to make an appointment to have you pick up. You can email us at concierge@alexwoo.com or call us at 1-877-WOO-ICON.

All of our pieces are made to order so we are unable to host appointments to shop in our showroom.

How can I check my order status?

You can check your order status by logging into your account and clicking on your most recent order or contact our Jewelry Concierge for assistance.

Don’t have an account? You can contact us by email at concierge@alexwoo.com or call us at 1-877-WOO-ICON.

How can I change or cancel my order after it has been placed?

For changes to your order or to cancel it, please contact our Jewelry Concierge.

Why can’t I order a Little MLB Icon outside of the U.S.?

Due to licensing restrictions by Major League Baseball, we may only ship our Little MLB collection within the U.S. (including Puerto Rico) and Canada.

How do I use my Reward Points?

You can redeem your reward points for a Rewards Discount Code to use at checkout. To access your reward points, log in to your account and scroll to the bottom of any page on our website then click "REWARDS." The Rewards Discount Code cannot be used in conjunction with a promotional code.

How do I use my gift card?

You can apply your gift card towards your order during checkout.

How can I add more Mini Additions to my I Heart Combo/Mini Cluster/Mini Letter Message Necklace?

We’re glad you want to add more Minis! Cluster and layer for endless combinations. You can contact our Jewelry Concierge or simply add additional minis to your shopping bag then string them onto your necklace once you receive them.

How can I tell if my Alex Woo piece is authentic?

Every Alex Woo design is stamped on the back. Our 14kt Gold with Diamond designs are also hand-signed!

What can I do if my jewelry requires cleaning?

We hope you enjoy your Alex Woo Jewelry for many years to come. To help keep your jewelry just like new, we offer Jewelry Cleaner Sets with polishing cloth on our website. Additionally, here are some tips to help keep them clean. For 14kt Gold or Diamond pieces, use a solution of warm water and a few drops of mild dish washing liquid. Gently scrub with a soft-bristle toothbrush then rinse with warm water and dry with a soft cloth. For Sterling Silver pieces, use a paste made of three parts baking soda to one part water for matte finished areas. We also recommend storing jewelry in an airtight and dry lined case or soft pouch when it is not in use.

My chain accidentally broke. What are my options?

Depending on where the chain is broken, there are several options. If it is broken anywhere other than the clasp, we can solder it back together. Please contact us to obtain a Repair Authorization Number and send us the item with your receipt. Charges may apply and you will be notified at the time the jewelry is assessed and prior to beginning repair. For your protection, please send all returns via Fedex, UPS or insured Parcel Post. If it is broken at the clasp, you will need to purchase a new chain.

My piece was damaged. How can I repair it?

Alex Woo stands behind the quality and handmade craftsmanship of all our jewelry. If your jewelry is in need of repair within 6 months based on normal usage, please contact us to obtain a Repair Authorization Number and send us the item with your receipt. Charges may apply and you will be notified at the time the jewelry is assessed and prior to beginning repair. For your protection, please send all returns via Fedex, UPS or insured Parcel Post.

How can I find out about upcoming events?

We love meeting fans at events and there’s always the chance to personally meet Alex and get a hand-signed piece! You can find out about upcoming events by subscribing to our monthly newsletter or follow our facebook (@alexwoo) and instagram or twitter (@alexwoonyc).

What are the benefits of registering an account with you?

By registering an Alex Woo account, you can proceed through checkout faster, check the status of your orders, get Rewards Points with every purchase, create a heart/wishlist, as well as be the first to know about new collections!

What is your return and exchange policy?

Our goal is 100% customer satisfaction. You can exchange or return any unworn and unaltered piece within 14 days of the receipt date. Please note this does not include any custom orders which are final sale. Shipping and handling on returned merchandise is non-refundable. In order to make a return, please call us to obtain a Return Authorization Number (no exchange or refund will be obtained without a Return Authorization Number). All returns must include a return address, phone number, copy of your receipt, and a letter stating the reason for the return. Please note that RA numbers will expire 7 days after issued. For your protection, please insure the item for its full value and ship the item in a way that you can verify receipt (e.g. Fed Ex, UPS, USPS insured), as we are not responsible for the item until it is received, or for any shipping charges associated with the return.

What is a Final Sale? What pieces count as a Final Sale?

A Final Sale piece cannot be returned or exchanged. All customized, soldered, or engraved pieces are Final Sale as well as Mini Cord bracelets.