Returns + Repairs
Returns & Exchanges (For purchases made on www.alexwoo.com only)
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14kt Gold or Diamond Jewelry - We offer exchanges or store credit within 14 days of receiving your order. Please note that we do not provide refunds on gold or diamond items, as they are custom-made to order.
- Sterling Silver Jewelry - You may exchange or return any unworn and unaltered solid sterling silver piece within 14 days of receiving your order.
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 jewelry industry. We urge you to purchase only through trusted and authorized sellers. Signs of counterfeit pieces include:
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Poor-quality finishes
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Inferior chains
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“Pinched” or misshapen links
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Suspicious pricing or unknown websites
If you have concerns about a product or website, feel free to reach out to us at concierge@alexwoo.com — we're happy to help verify authenticity.
