frequently asked questions

Orders + Shipping

We apologize if you're experiencing 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 concierge@alexwoo.com and we will be happy to help you regain access to your account.

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.

Did you check out as a guest or don’t have an account? You can contact us by email at concierge@alexwoo.com or chat with us.

For cancellations or any changes to your order, please contact our Jewelry Concierge within 24 hours. Please note that this excludes custom orders, as they are final sale and we cannot make changes once the order is put into production.

All orders are hand-packed and receive different packaging depending on the contents. Little Icons™ are packaged in our signature collectible Alex Woo gift boxes and pouches. Mini Additions™ are packaged in our signature Alex Woo pouches.

If you have any questions regarding our packaging or have a specific request for how you'd like your order packaged, feel free to contact our jewelry concierge at concierge@alexwoo.com.

Each piece is made-to-order and shipped from New York, just for you! Please allow up to 10 business days for processing (excluding gift cards and transit time). Please note that the processing time for each item will vary. If you need your order by a certain date, please contact us at concierge@alexwoo.com to see if we can rush your order.

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.

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

Every Alex Woo design is stamped on the back for authenticity.

All of our Little Icons come with a chain which runs through the charm. This is part of the design of each Little Icon™. Please note that not all other chains will fit through our charms.

All of our sterling silver Little Icons™ come standard on a 16-inch 1.5mm diamond cut ball chain. Our 14kt gold single Little Icons™ come on a 16-inch 1mm chain. There are a few exceptions that come on a 1.2mm (this will be noted in the product's description). Our gold custom double Icons come on a 1.2mm chain and our custom triple Icons come on a 1.5mm chain.

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

Repairs, Returns + Exchanges

Our goal is 100% customer satisfaction. You can exchange or return any unworn and unaltered piece(s) 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 email concierge@alexwoo.com 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 issue. For your protection, please insure the item for it's 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.

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

Alex Woo stands behind the quality and handmade craftsmanship of all our jewelry. If your jewelry is in need of repair, please contact us at concierge@alexwoo.com with a photo of your item needing repair to obtain a Repair Authorization Number. 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.

Unfortunately, we are unable to take returns/exchanges from any of our retail partners. They have already purchased the merchandise from us and we cannot 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 fee may apply and you will be notified at the time the jewelry is assessed and prior to beginning repair.

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

Jewelry Care

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 cloths 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.

Sizing + Styling

Our 14kt Gold chains are available in 3 different thicknesses; 1 mm, 1.2 mm, and 1.5 mm. Most 14kt Gold and Diamond Little Icons™ come on our 1mm gold diamond cut ball chain. We also recommend this chain for 14kt Gold and Diamond Mini Additions™. Our 1.2 mm diamond cut ball chain is used for all Custom Double Gold or Diamond Little Letters and Numbers as well as some select Little Icons™ styles that are heavier in weight (this will be noted in the product's description). Our 1.5 mm diamond cut ball chain is used for our Custom Triple Gold or Diamond Little Letters and Numbers.

Due to the softer and more delicate properties of Sterling Silver, silver chains are Rhodium plated to prevent tarnishing, and are offered in 2 sizes; 1.2 mm diamond cut ball chains for Mini Additions™ and 1.5 mm for all Sterling Silver Little Icons™.  All Little Icons™ come with a standard complimentary 16" chain. All chains are available to be upgraded to 18" and 20" (some select styles are also now available in 24") and have a lobster clasp closure. 

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 and we do not recommend using other chains.

We’re glad you want to add more charms to your Alex Woo necklace! Our Little Iconsand Mini Additionsare designed to be able to slide on and off our chains. Cluster and layer for endless combinations!

Rewards

Log in to your account to see your current rewards balance or redeem your points.

You can redeem your reward points for a 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 and click "REWARDS." Please note that the rewards discount code cannot be used in conjunction with a promotional code. If you are having any trouble with your rewards, please email us at concierge@alexwoo.com.

You have one full calendar year to use your rewards points, starting from the date that you earned them.

When you return an item, you lose the associated credit you originally earned by buying the item in the first place.

Sound kind of confusing? Here's an example: let's say you had previously spent $50 towards a 'spend $100, earn 500 points' promotion, and you decide to buy a $20 item, which bumps you up to $70. If you decide to return that item, your progress would also go back down to $50 – it's just like you hadn't bought the item in the first place.

other

By registering an Alex Woo account, you can proceed through checkout faster, check the status of your orders, earn Rewards Points with every purchase, create a wishlist, and be one of the first to learn about new collections!

We love meeting fans at events! There’s always the chance to personally meet Alex and even have your jewelry hand-signed by her. You can find out about upcoming events by subscribing to our newsletter or by following our Instagram (@alexwoojewelry) or Facebook (@alexwoo).

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