Customer Care
Below you’ll find answers to many commonly asked questions including shipping, returns and repair policies. If you cannot find the answer you are looking for, please contact us and we’ll be in touch with you as quickly as possible.
Shopping
How do I place an order?
How long does it take to receive an order?
What payment methods do you accept?
Do I have to pay sales tax?
What is your privacy policy?
Shipping
How do you ship orders?
Why do you ship with Signature Confirmation?
Do you ship to Hawaii, Alaska, Canada and International Destinations?
Returns/ Exchanges/ Repair
What is your return policy?
What if I want to exchange my item?
Where do I send my return or exchange?
What if my item needs to be repair?
Can I buy a single earring to replace the one special order?
What if I want to change an item or place a special order?
Contacting us
How do I contact you?
Gift Services
What gift wrap/box services do you offer?
How do I purchase a gift certificate?
Cocktails and Jewelry events
What is a “Cocktail and Jewelry” showcase and can I attend?
SHOPPING
How do I place an order?
You can place an order through our secure shopping cart or you can call us and place an order over the phone at 931.259.6714.
How long does it take to receive an order?
All of our jewelry is hand made by highly trained artisans in the USA. The vast majority of our items ship within 3 business days. However, in some instances shipping may take as long as 10-15 days. If this is the case, we will email you so you know when to expect your order.
What forms of payment do you accept?
We gladly accept Visa, MasterCard, American Express, Discover, or regular account payments all through PayPal.
Do I have to pay sales tax?
All orders shipped to a Tennessee address will be charged 8.25% sales tax. Orders shipped outside the United States are not subject to sales tax.
What is your Privacy policy?
We do not sell information to anyone. Period. We will utilize third party email management sources, such as Constant Contact and Got Marketing to deliver emails to those who have requested to receive emails from us.
SHIPPING
How do you ship orders?
Most items ship within 3 business days after the order is placed. We ship all orders through the United States Post Office with signature confirmation. Options include Priority Mail (2-3 day delivery) and Express Mail (overnight). Please note, once a package is signed for, we can no longer accept responsibility for delivery.
Why do you ship with Signature Confirmation?
All packages shipped require a signature upon delivery. This is to ensure safe delivery of your customized jewelry and to help us track a package should we need to locate its whereabouts.
Do you ship to Hawaii, Alaska, Canada and International Destinations?
Alexan Designs services the world. Shipping to international destinations is via Global Priority Mail. Time in transit depends on country locations but generally averages five to ten days. Please note we reserve the right to refuse shipment at our discretion.
RETURNS, EXCHANGES & REPAIRS
What is you return policy?
Items may be returned within 14 days of receipt, in the original, unused condition. You must first email Alexan Designs at orders@Alexandesigns.com to obtain a return authorization number. Please include a copy of your invoice or packing slip with your return. We will process your return promptly, although it may take one to two billing cycles for a refund to appear on your credit card statement. Your refund will be processed to the same credit card used to make your purchase. Sorry, shipping fees are not refundable. In addition, no refunds or exchanges are provided for special or custom orders on items not sold on or website.
What if I want to exchange?
Exchanges are handled just like returns. Please notify us within 14 days of receipt that you would like to exchange your items. We’ll issue you an authorization number as well as place an order for the new item. Any difference in the purchase amount will be charged or credited accordingly. Once the exchanged item is received, we’ll ship the new item. Please note: shipping fees are not refundable on exchanged items.
Where do I send my return or exchange?
Please send your return or exchange to the following address:
Alexan Designs
P.O. Box 925
McMinnville, TN 37111
Please be sure to send your jewelry in a BOX for safe keeping during transit. Please also INSURE your package, as we cannot accept responsibility until your items are returned to our studio.
What if my item needs to be repaired?
In the unlikely event that you need a repair, we are happy to repair your item free of charge for up to 90 days after purchase. Please note: as our merchandise changes often, some gem stones may not be available for repair, in which case we will make every attempt to find something similar. We will notify you if this is the case.
Can I buy a single earring to replace the one I’ve lost?
We hear this occasionally and certainly want to help if we can. If possible we will replace a single earring for half the original price of the pair. Please email us and we will follow up with you. In some cases you may need to send us your one earring so we can match the gemstone. Please note: as our merchandise changes often, we may not be able to find a stone that matches your earring and we may not be able to sell you a replacement. We do apologize in advance if this is the case.
What if I want to change an item or place a special order?
We aim to please. Many of our items can be adjusted in length at not additional charge. With respect to earrings, on most styles you can choose to have your earrings hang on leaver backs (which close behind the ear), ear posts or on ear wires. Special orders are for items not offered on our website. We maintain an extensive stock of gemstone components and sterling silver. If you would like to have a piece specially made please contact us.
How do I contact you?
You may contact us by email, phone or by mail. Please note we are often able to respond more quickly to an inquiry submitted by email. Please refer to our contact page.
GIFT SERVICES
What gift wrap/box services do you offer?
All of our items arrive in stylish little packages, complete with satin ribbons and white gauze bags. Need a gift message? We are happy to include one for you free of charge, just indicate your message on check out and we’ll package it with a bow on our special paper.
How do I purchase a gift certificate?
Gift certificates are available for purchase online. We offer both paper and “virtual” e-gift certificate form. Gift certificates can be redeemed on the web site or at a "Cocktails and Jewelry” showcase for up to one year after purchase.
What is a “Cocktail and Jewelry” Showcase and can anyone attend?
Alexan Designs hold numerous Cocktail and Jewelry Showcases throughout the U.S. While many showcases are private some are open to the general public. If you would like details on an event please email us.