SHIPPING

Domestic shipping within the United States is complimentary on every order. Each piece travels fully insured via FedEx — second-day, or same-day when time is short — and requires an adult signature (with photo ID) on delivery.

International shipping is available worldwide, with the exact cost 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 vary by jurisdiction and are the recipient's responsibility.

If a package ever arrives damaged, please refuse the shipment and contact us at once 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 — openly 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 truly 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.
  • Original shipping fees (where applicable, such as on international orders) are not refundable.
  • Return shipping is at your expense, unless the return is the result of our error — an incorrect or defective item — in which case we cover it.

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 measurements, and built on 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 defect or discrepancy from the design you approved.

Where a defect or discrepancy is found, we will resolve it with you through one of the following, in order:

  1. Repair — for minor issues such as a loose setting or a finish inconsistency.
  2. Remake — where repair is not appropriate to 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 these remedies can reasonably be provided — for example, where the specific alexandrite is no longer available and cannot be substituted with a stone of equivalent character and value.

This policy does not cover changes of aesthetic preference regarding design elements approved during the design phase before production. We invest substantial time in the design approval process to make sure your vision is fully understood beforehand, precisely so 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, along with complimentary resizing during that period. Warranty repair work is performed at no 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, the 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 wherever it provides additional protection.

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QUESTIONS

Reach us at care@thealexandrite.com. We respond to all inquiries within one business day.