We’re sorry if you’re having trouble accessing your account! If you’re unable to log in, please try resetting your password by visiting the login page and selecting “Forgot your password?”

If resetting your password doesn’t work, our team is here to help. Please email us at concierge@alexwoo.com, and we’ll assist you in regaining access to your account.

You can easily check your order status by logging into your account and selecting your most recent order.

If you checked out as a guest or don’t have an account, don’t worry! Just email us at concierge@alexwoo.com or chat with our Jewelry Concierge for assistance.

Yes, but please contact our Jewelry Concierge within 24 hours for cancellations or changes. Note: Custom orders are final sale, and we cannot make changes once production begins.

Each order is carefully hand-packed and comes with unique packaging based on its contents.

• Little Icons™ arrive in our signature collectible Alex Woo gift boxes and pouches.
• Mini Additions™are packaged in our signature Alex Woo pouches.

Have questions about our packaging or a special request? Please contact our Jewelry Concierge at concierge@alexwoo.com.

All our pieces are 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). Processing times may vary depending on the item.

If you need your order by a specific date or have questions, please contact us at concierge@alexwoo.com, and we’ll do our best to assist you.

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

All of our Little Icons™ come with a chain, as it’s an integral part of the design. Please note that not all other chains will fit through our charms.

Our sterling silver Little Icons™ are paired with a 16-inch, 1.5mm diamond cut ball chain. Our 14kt gold single Little Icons™ come with a 16-inch, 1mm chain. Some designs may use a 1.2mm chain (as noted in the product description). Custom double gold Icons come with a 1.2mm chain, and custom triple gold Icons come with a 1.5mm chain.

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

We strive for 100% customer satisfaction. You can exchange or return any unworn and unaltered piece(s) within 14 days of the receipt date (custom orders are final sale). Please note that shipping and handling fees for returns are non-refundable.

To initiate a return, email us at concierge@alexwoo.com to obtain a Return Authorization Number (RA#). Returns without an RA# will not be accepted. Include your return address, phone number, a copy of your receipt, and a note explaining the reason for the return.

RA#s are valid for 7 days after issuance. For your protection, we recommend insuring the item for its full value and shipping it via a trackable method (FedEx, UPS, USPS insured). We are not responsible for the item until it is received or for any return shipping costs.

A Final Sale item cannot be returned or exchanged. This includes all customized, soldered, enameled, or engraved pieces.

Alex Woo proudly stands behind the quality and craftsmanship of our jewelry. If your piece needs repair, please email concierge@alexwoo.com with a photo of the item to obtain a Repair Authorization Number (RA#). Charges may apply, and you will be notified before we proceed with the repair.

For your protection, please ship all returns via FedEx, UPS, or insured Parcel Post.

Unfortunately, we’re unable to accept returns or exchanges for items purchased through our retail partners. This is because:

• Retail partners have already purchased the merchandise directly from us, so we cannot process returns or exchanges for items we did not sell directly to you.
• Each store has its own return and exchange policies, which we do not control.

We recommend contacting the store where you made your purchase. We’re happy to work with the store to assist you if needed.

However, if your Alex Woo piece requires repair, we’re here to help! Please contact us at concierge@alexwoo.com with a photo of your item. We’ll assess the damage, and if a repair is possible, we’ll provide details including any applicable fees before proceeding.

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

We hope you enjoy your Alex Woo jewelry for years to come! To keep your pieces looking their best, we offer Jewelry Cleaner Sets with polishing cloths available on our website, but here are some additional tips:

For 14kt gold or diamond pieces: Use a solution of warm water and a few drops of mild dishwashing liquid. Gently scrub with a soft-bristle toothbrush, 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 on matte-finished areas.

We also recommend storing your jewelry in an airtight, dry, lined case or a soft pouch when not in use to help maintain its shine and quality.

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 Icons™ and Mini Additions™ are designed to be able to slide on and off our chains. Cluster and layer for endless combinations!

By registering an Alex Woo account, you can proceed through checkout faster, check the status of your orders and be one of the first to learn about new collections!

We love meeting fans at jewelry shows! You can find out about upcoming events by subscribing to our newsletter or by following our Instagram (@alexwoojewelry) or Facebook (@alexwoo).