Customer Service Policy
ALEXX sells dreams ........ quality timeless jewellery, with a high standard of customer service. We do our best to make customers wishes come true.
ALEXX sells handcrafted precious jewellery; earrings, neckpieces, pendants, bracelets and finger rings. The jewellery is handcrafted in precious metals, and consists of genuine South Sea pearls; Freshwater pearls; and or natural gemstones (or as stated). The precious metal are sterling silver, 9ct, 14ct or 18ct white, yellow, or rose gold. We live in a country Australia that has amazing natural gems (including pearls), so where possible we like to create timeless jewellery with these gems.
ALEXX sells jewellery at the stated price on the website. The pricing of the jewellery is trua and correct at the time of listing. All of our prices are in Australian dollars (AUD) and include GST (Goods and services tax). Jewellery prices are regularly updated when price changes are received from the suppliers. Orders will not be dispatched until Alexx has received payment in full for both the item(s) ordered and shipping and insurance cost where applicable. For shipping charges, please refer to Shipping Policy.
You can pay for your jewellery using PayPAL.
By VISA or MASTERCARD, credit or debit cards only. Payments are received instantly and are protected against online fraud. PayPAL is fast, easy, and a more secure way to accept and make payments online. Customers have peace of mind knowing that their details and money are always safe and secure.
In accordance with industry practice, a valuation by a registered valuer will be provided free of charge and upon request for products over AUD $1000. Please provide your order number and valuation request by email to obtain your valuation. Please note that shipping times will increase by one week (5 business days).
Some of the precious jewellery on the Alexx website are one-off pieces of jewellery. If is jewellery item is sold, I may be able to source something similar. Please email your request for a special order. You will be advised if this is possible, and a quote will be provided, and a timeframe required to complete the special order. Price variations may be applicable.
Refunds and Returns Policy
This refunds and returns policy is as per Australian Consumer Law. We are not required to provide a refund or replacement if you change your mind. So please choose carefully. You can choose between a refund or exchange where the jewellery has a major problem. This is when the jewellery:
1. has a major problem that would have stopped someone from buying the item if they had known about it.
2. is unsafe.
3. is significantly different from the sample or description.
4. doesn't do what we said it would, or what you asked for and can't be easily fixed.
Accordingly, you can choose to keep the item and we can agree on an mutually satisfactory outcome.
If the problem is not major you can provide us with a quote for the repair from a registered jeweller via email. We will check the quote and come up with a mutually agreeable reimbursement for the repair.
Please keep your proof of purchase - e.g. your receipt.
In addition, our policy will refund or exchange jewellery that have been damaged in transit; or where an error in processing has occurred. Please email us with information and your Order Number. An original receipt will be required to be sighted.
You may cancel all or part of your online order, provided you contact us before you receive the email notification that your order has been despatched.
Please email us and include your order number.
Shipping of precious jewellery is available Australia wide (domestically) and Internationally.
Free shipping with Australia Post, dometically and international.
A flat price of AUD $50.00 per order will be charged for international shipping orders, for insurance coverage against loss or damage during transit.
For Australian orders we use Registered Post, requiring the purchaser to sign the delivery acceptance notice for receipt of goods.
For international orders, we use Registered Post International, or Express Post International. Shipping via FEDEX, or other shipping companies is also available. If required please email us with this request. A quote will be provided, and will be required to be paid before the jewellery is despatched. Details of a residential address must be provided.
Standard shipping timeframes are between 3-7 business days within Australia, between 7-14 business days for overseas delivery. In the event that an ordered item is not available or we are unable to fulfil your order, we will notify you within 2 business days to arrange an agreeable alternative item, or a full refund.
All reasonable measures will be taken to adhere to the approximate shipping times stated. However, no liability is accepted by Alexx for circumstances beyond our control which may interfere with timely delivery.
It is your responsibility to provide correct and accurate delivery address details when you order. If an incorrect delivery address is provided, you will be responsible for all extra delivery fees incurred.