Returns + Repairs

Returns & Exchanges

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 this applies only to jewelry purchased directly from Alex Woo Jewelry and not another store.

To ensure the safe return of your jewelry, we will issue a prepaid Return Label that includes appropriate insurance coverage. All returned items will be inspected before being accepted. Approved exchanges, store credits, or returns will be processed excluding original and return shipping fees.

All merchandise must be returned in its original condition, including Alex Woo packaging, along with a copy of your receipt and a brief note stating the reason for return.

Please note:

  • Custom orders and gift cards are final sale and not eligible for return or exchange.
  • To begin the process, email us at concierge@alexwoo.com to obtain a Return Authorization Number (RA#). Returns without a valid RA# will not be accepted. RA#s expire 7 days after issuance.
  • Items that show signs of wear, damage, or alteration (including resizing) will be returned at the sender’s expense.
  • Alex Woo reserves the right to refuse any exchange or return that does not meet the above conditions.

Repairs

Alex Woo stands behind the quality and handmade craftsmanship of every piece. If your item requires repair within 3 months of purchase due to normal usage, please contact us to obtain a Repair Authorization Number (RA#) and include a copy of your receipt when mailing the item.

After evaluation, if repair charges apply, you will be notified prior to the work being completed. For your protection, we recommend shipping via USPS or insured parcel post.

Purchased from Another Retailer

If you purchased your Alex Woo jewelry through another store or authorized retailer, please contact them directly for assistance. If they are unable to help, email us at concierge@alexwoo.com and we will do our best to support you.

Verifying Authenticity

As with many luxury brands, counterfeit products are an unfortunate reality in the fashion and accessory industry. We urge you to purchase only through trusted and authorized stores. Please contact concierge@alexwoo.com if you have any questions.  Signs of counterfeit pieces include:

  • Poor-quality finishes
  • Inferior chain
  • Misshapen links

  • Suspicious pricing from unknown websites

We're happy to help verify authenticity.