FAQ - Frequently Asked Questions
How Long Does Delivery Take?
Our standard delivery times are 1-2 weeks. We also have certain products that are available for next day delivery. All product dispatch & delivery times are stated on the "More Info" and "Delivery Info" tabs on each product page. Alternatively on each category page you can select "Rush Order" on the shop by options at the top/side of the page to show ONLY products available within the selected time frame.
Where Is My Order?
Depending on which product you purchased, order times may vary. If you purchased a handmade to order product this may take longer for delivery than our standard products. All delivery times are stated on product desriptions.
To track your order progress please click here ->
I Have Ordered Two Or More Products With Different Delivery Times - When Will My Order Arrive?
Your order will be delivered together, when all items have been made and finished. If you would like your order sent seperately please send us a message using the contact us page.
Can I Add Engraving?
YES! Yes you can! Here at Alexa Fay, we LOVE engraving. 99% of our products can be engraved free of charge. If our products are engravable it will state this on the product description tab. You will also see the available customisation options if you click "Customise & Add To Cart" button. BUT...
Sometimes however, due to limited space on certain charms or dainty necklaces etc, some pieces cannot be safely engraved. HOWEVER, we have a solution! You made add an initial charm of your choice which will hang beautifully next to said necklace, or you can add a larger charm which can fit full engraving of your choice. All details and charm upgrades can be found on the product listing page.
If you cannot see what you are looking for, please send us an email using our Contact Us Form. We love to hear from you, so please let us know your request before purchase.
I Ordered A Plain Necklace By Mistake - Can I upgrade to an engraved one?
If you ordered a non-engraved item, this cannot be engraved. You can however pay the additional cost to upgrade to an engraved version. Why the additional cost? Our engraved items are usually slightly larger to accomodate engraving. You are only paying for the upgrade, the actual engraving is free.
Can I Return My Order?
We offer a 14 day money back guarantee on all plain jewellery. We are unable to accept returns on personalised, engraved, made to order or bespoke items, unless faulty. Due to hygene reasons, we cannot accept returns of earrings, unless faulty.
My Order Arrived Faulty - How Do I Return It?
All of our items are made to the highest possible quality. We have two strict rigerous quality control checks (by humans) before items are sent out, so you can rest assured your item will last you a long time. If however there is a fault with your item when it arrives, through no fault of your own, we will of course either repair or refund your order. We have an in-house jewellery repair team, who will fix your item and make it brand new again.
My Jewellery Has Broken - I have had it less than a year, what do I do?
If you have had your jewellery less than a year and it unfortunately breaks, we will fully investigate. If it is found to be a manufacturing error such as a broken clasp we will fix this free of charge. If it is found to be accidentally damaged by the wearer, such as a necklace being left in water or coming in contact with chlorine, we have a very affordable jewellery repair service.
I Accidentally Broke My Jewellery - Please Help?
We know how much you love your jewellery and how much it means to you. Even if it is found to be accidental damage, to keep you happy, we can sometimes can fix things for free. However you must tell us exactly what happened to it and keep all the parts, so we know the best possible way to fix it. If your jewellery is not an easy fix or parts are missing, we have the Alexa Fay Repair Service to repair or replace damaged items at a very affordable price. Simply contact us through the contact us page, let us know how your item broke and we will send you a no obligation quote.
Is My Order Handmade in Britain?
99.95% of our products are handmade or handfinished in Britain. If you would like to know how your particular item is made please see the "More Info" tab on the product description page. However on some of our more affordable items, to bring the cost down for you, some items are sourced by our designers in the UK and are made in other countries such as Bali etc. We clearly state on all product descriptions where items were made and how they are made, please see the "More Info" tab for details.
If you would like to purchase an item ONLY made in Britain or ONLY handmade, please use the "Shop By" options on category pages. This can be found near the top of the page or the left hand side of the page depending on category. This can also be found on the search page.