Home - FAQs

How can I pay for my online order?

ALEX AND ANI accepts credit cards (Visa, MasterCard) and PayPal.

I just submitted an order - can I change it?

Orders are processed as quickly as possible, and for this reason, we cannot guarantee any changes to your order once it has been submitted. If you need to change or cancel your order, please contact us as soon as possible at customerservice@alexandani.com.au and we will make every attempt to honour your request.

When will my credit card be charged?

Credit cards are charged at the time of ordering.

Do you offer gift packaging?

Every item that leaves our facility is packaged with a meaning card and care instructions in a keepsake ALEX AND ANI pouch or box.

I'm having trouble placing my order online - can you help?

If you are having trouble placing your online order, please contact us via email at customerservice@alexandani.com.au

Did my order go through?

After placing your order, you will receive an order confirmation via email. If you do not receive this email and are unsure if your order went through, please contact Customer Service via email at customerservice@alexandani.com.au or call 02 8998 9900.


What is an ALEX AND ANI E-Gift Certificate?

E-Gift Certificates are electronic versions of Gift Cards that are emailed directly to the recipient - you can add a personal note to the certificate.

How can I purchase an ALEX AND ANI E-Gift Certificate?

ALEX AND ANI E-Gift Certificates are available for purchase online via our store, go to the gift dropdown and select the certificate value that you wish to send.

When will the recipient receive their E-Gift Certificate?

E-Gift Certificates are delivered instantly to the recipient's email inbox.

How can I redeem my E-Gift Certificate?

In the shopping cart at checkout, enter your E-Gift Certificate code into the "Redeem an E-Gift Certificate" field and click "Add Gift Card." Unused balances will remain on the E-Gift Card and will have a 6 month validity from the original purchase date.

Can my E-Gift Card be redeemed in ALEX AND ANI stores?

At this time, E-Gift Certificates can only be redeemed at our online ALEX AND ANI AUSTRALIA STORE at alexandani.com.au.

Can E-Gift Cards be returned?

E-Gift Cards are non-refundable. If an item is returned that was purchased with an E-Gift Card, the funds will be returned as a credit onto the certificate.

My gift card isn't working online; what should I do?

If you are trying to redeem an E-Gift Certificate, please make sure that you are entering it in the "Redeem an E-Gift Certificate" field at checkout. If you continue having issues redeeming your E-Gift Certificate, please email customerservice@alexandani.com.au for assistance.


Ordering and Shipping

Confirmation Emails

After you place your order, you will receive two emails from alexandani.com.au. The first email is a receipt/confirmation which will arrive within minutes of submitting your order. You will also receive a shipping confirmation email once your order is on its way.

When will my order arrive?

Orders are shipped from Sydney. Once an order is shipped, it can take 2 - 10 business days to arrive for Standard EParcel Shipping, and quicker for Express Shipping (as short as overnight, depending on where in Australia you are located). All orders require a signature on delivery, unless you specifically ask for a parcel to be left without a signature (this will be at your own risk - should you choose this option).

Orders to New Zealand are sent via Express International and usually take 2 - 8 business days.

At this time, alexandani.com.au can only ship within Australia and New Zealand.

What is the shipping cost?

Standard eparcel postage is $5.95 if your order is under $99 within Australia

Orders over $99 will automatically receive free standard eparcel postage, within Australia

Orders to New Zealand are a flat $15 irrespective of the dollar spend and are fully tracked via Express International.

Do you offer express shipping?

Express eParcel option (1 to 2 days) is charged at a flat rate of $7.95 within Australia

How do you ship?

ALEX AND ANI ships via Australia Post.

Do you ship outside of Australia and New Zealand?

At this time we can only ship to Australia and New Zealand.

Can I change the address on my order?

Orders are processed as quickly as possible, and for this reason, we cannot guarantee any changes or cancellations to your order once it has been submitted. If you need to change or cancel your order, please call us as soon as possible at customerservice@alexandani.com.au and we will make every attempt to honour your request.


What is your return policy?

If you are not completely satisfied with the energy of your purchase, it may be returned within 30 days of the order delivery date. The returned item must be unworn, in its original packaging and accompanied by the order number. All refunds will be credited for the original amount paid using the original payment method, less shipping fees. In the case of a defective item or incorrect shipment, we will refund you in full.

If you wish to return an item, please contact customer service via email at customerservice@alexandani.com.au for a "Return Authority Number" & we will email the details of how to send your item back.


ALEX AND ANI.com.au does not offer exchanges. You will need to refund your item and repurchase the new item.

All clearance items are "final" sale (unless faulty).

Once your return has been processed, you will receive a confirmation email; please note that it may take an additional time from the date you receive this email for the funds to be available in your credit card or paypal account depending on your bank and it may take an additional billing cycle to see the funds on your billing statement.


How do I clean my jewellery?

If your jewellery requires cleaning, use a mild soap, water and a soft cloth. Rinse with clean water and pat dry. Never use jewellery cleaner. Jewellery cleaners are too harsh and may contain abrasives. For best results, use the ALEX AND ANI polishing cloth regularly.

How can I tell if my ALEX AND ANI is authentic?

Every ALEX AND ANI bangle is clearly identified with a tag displaying the ALEX AND ANI trademark logo.

Does your jewellery contain nickel?

Rafaelian Gold Finish and Rafaelian Silver Finish are nickel-free. Shiny Silver Finish and Yellow Gold Finish may contain nickel.

How expandable are your expandable bangles?

Our Expandable Wire Bangles are adjustable down to two inches (approx 6cm) in diameter and expand to about three and a half inches (approx 7.5cm) in diameter. The average circumference (when they are delivered) is about seven and a half inches (19.5cm). Therefore, our Bangles are adjustable to fit almost any wrist.

Can I add multiple charms to one bangle?

At this time, we do not offer the option to add multiple charms to our Bangles as our Bangles look best when stacked.

What is the difference between Rafaelian Gold Finish and Rafaelian Silver Finish?

Our Rafaelian Silver Finish and Rafaelian Gold Finish are our most popular finishes. They are a rich, eco-conscious matte Silver and Gold finish plated on a brass base. They have an antique look from the oxidation process and are coated with anti-tarnish to protect the piece and hold its finish. Alternatively, Shiny Silver Finish and Yellow Gold Finish (also eco-conscious finishes) are a polished Silver and Gold plated on a brass base. They are also coated with anti-tarnish to protect the piece and hold its finish. Not all bangles are available in every finish.


Warranty Policy

Jewellery purchased on ALEXANDANI.com.au that are in need of replacement due to a manufacturer defect is covered under our warranty policy for one year from the date of purchase.

Warranty Instructions

To return one of our products under warranty, the product must have a completed Return Authority Form. If an item is received without an authorisation form, ALEX AND ANI may not be able to complete your request.

ALEX AND ANI will exchange your jewellery with the same product in the same finish when available.

Warranty items can take between 2-4 weeks to process.

This warranty does not cover damage to ALEX AND ANI products caused by accident, misuse and abuse, modification, attempted repair, negligence after purchase, ordinary wear and tear, and/or failure to follow the product’s care instructions.

Do not expose your ALEX AND ANI products to harsh chemicals or environments, as they can alter the appearance of the product. These include, but are not limited to, liquid silver polish, pools, hot tubs, and spas. Please refer to the care instructions section for additional information on caring for and protecting your ALEX AND ANI product.
ALEX AND ANI is not responsible for lost or stolen merchandise.


PAYMENT AND SECURITY

How do I know it is safe to shop online with you?

The ALEX AND ANI site has an active security SSL digital certificate making it a secure site. Also, all credit card transactions are processed via the Secure PayPal Payment Gateway, meaning that we do not receive or retain your credit card information.

What personal information do you need from me to make an order and what happens with this information?

When you place an order with ALEX AND ANI, we will need to know your Billing Address, Delivery Address (if different to the Billing Address) and some Personal Contact information such as an email address and phone number in order to process and deliver your order to you in the shortest possible time. This information is only used by our people who are directly involved in managing your order and will not be disclosed to anyone else. Please refer to our Privacy and Payment Information page for more details.

Can I shop with you anonymously (as a guest)?

When you place an order with ALEX AND ANI, you have the option of shopping as a guest or becoming a member, which simply means that you can create your own account with us (with your own email user name and password) so that our website remembers your details such as your Billing and Delivery addresses. This makes it easier and quicker for you to place an order with us in the future. In addition, creating your own account also allows you to maintain your own "Wish List" of products that you can send to friends or family for gift giving ideas. However, if you choose to shop anonymously, you will need to re-enter your personal information for every future order.

ALEX AND ANI reserves the right to cancel any order it deems fraudulent.