SHIPPING
Domestic shipping (United States) is complimentary on all orders. Every
parcel is fully insured and requires the recipient's signature on delivery.
International shipping is available worldwide. The exact shipping cost is
calculated at checkout based on your destination. International orders may
be subject to customs duties, taxes, and import processing fees imposed by
the destination country. These charges vary by jurisdiction and are the
recipient's responsibility.
If a package arrives damaged, please refuse the shipment and contact us
immediately at care@thealexandrite.com.
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OUR APPROACH TO RETURNS
Your satisfaction matters to us. After many years of crafting fine
alexandrite jewelry, we've found that working together — honestly and
attentively — produces better outcomes for our clients than any policy ever
could. The terms below describe what we owe each other in writing. The
spirit behind them is simply this: we want you to genuinely love your piece,
and we will work with you to make that real.
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READY-STOCK PIECES
For pieces purchased from our existing collection, you have 60 days from
delivery to return your piece for a full refund or exchange.
Conditions for return:
• The piece is returned in its original condition, with packaging,
documentation, and any included certification intact.
• You request a Return Merchandise Authorization (RMA) number from us
before shipping the piece back. Returns without an RMA cannot be
accepted.
• Shipping fees on the original order are not refundable.
• Return shipping is at your expense, unless the return is the result of
our error (incorrect or defective item), in which case we cover return
shipping.
To initiate a return, contact us at care@thealexandrite.com with your order
number. Returned pieces are examined by an independent jewelry appraiser
and photographed on arrival to confirm authenticity and condition. Please
allow up to two weeks for refunds to be processed after the piece arrives.
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CUSTOM COMMISSIONS
Bespoke pieces are designed for you specifically — created around a
one-of-one alexandrite stone, sized to your dimensions, and built around
design choices you approve before production begins. Because of this, custom
commissions follow a different policy.
Inspection period
You have 14 days from delivery to inspect your piece and report any
manufacturing defects or discrepancies from the design you approved.
If a defect or discrepancy is found, we will work with you to resolve it
through one of the following, in order:
1. Repair — for minor issues such as a loose setting or finish
inconsistency.
2. Remake — if repair is not appropriate for the nature of the issue.
3. Exchange — for an equivalent piece of comparable value, if neither
repair nor remake is possible.
A full refund is offered only where none of the above remedies can
reasonably be provided — for example, where the specific alexandrite stone
is no longer available and cannot be substituted with a stone of equivalent
character and value.
This policy does not cover aesthetic preferences regarding design elements
that were approved during the design approval phase before production. We
invest substantial time during the design approval process to ensure your
vision is fully understood before production begins, precisely so that the
finished piece reflects your intent.
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TWO-YEAR WARRANTY
Every piece we deliver carries a two-year warranty covering manufacturing
defects in the metalwork and the setting of stones. Warranty repair work is
performed without charge; shipping for warranty repairs is the client's
responsibility.
The warranty does not cover damage from accidents, misuse, improper care,
or natural wear to plating or finish.
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INTERNATIONAL CLIENTS
If you reside in the European Union, United Kingdom, Australia, or any
jurisdiction with consumer protection laws governing online sales, you may
have statutory rights beyond those described above. Those rights remain
fully in effect — local law applies where it provides additional protection.
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QUESTIONS
Reach us at care@thealexandrite.com. We respond to all inquiries within one
business day.