Copy code FAQs – ALIX YANG Jewellery

FAQs

FAQs

Where are you based?

We are in Melbourne, Australia!

What are your shipping options?

Within Australia: $10 AUD for Australia Post Standard Shipping $15 AUD for Australia Post Express Shipping
We offer FREE Express Shipping for all Australian orders over $100 AUD

International Shipping: $15 AUD for Australia Post Standard Shipping (New Zealand only),$30 AUD for FedEx Express
We offer FREE Express Shipping via FedEx for all international orders over $250 AUD

For our full Shipping Policy, click here.

Do you offer international shipping?

Yes, we ship worldwide using FedEx priority service, and you can also choose to use Australia Post if you are in New Zealand!

For our full Shipping Policy, click here.

How is Covid-19 impacting your shipping?

Thankfully, Covid-19 is not currently impacting our fulfillment so we are still dispatching daily. However you might experience a bit delay from the courier if you are in an outbreak area.

How long is your return window?

If you find that your item is faulty upon receiving it, please contact customer support at info@alixyang.com within 5 days of delivery.

If you wish to exchange or return your order, please contact us within 14 days of delivery.

Please note that earrings are not eligiblabe for returns or exchanges due to hygiene reasons. For our full Returns Policy, click here.

What's your return process?

Please email us at info@alixyang.com for your return first. Once your return is received, we will process the exchange or refund within 3 business days.

For our full Returns Policy, click here.

How will my refund be processed?

The funds will be returned to the original payment method used to place the order, minus the shipping fee, unless faulty. Please note that items purchased using a promo code or during a sale period can only be exchanged for store credit. Store credits will be sent to your email in the form of a digital gift card for you to use at any time or send to somebody else as a gift.

How can I find out my ring size?

You can either measure the diameter of your finger by using a ruler to measure the width of the finger, or measure the circumference of the finger by wrapping a thin piece of paper or rope around the finger and then measure the length of the paper/rope.

Find out your size:
Size 3: diameter - 14.1mm, circumference - 44.2mm
Size 4:
  diameter - 14.9mm, or circumference - 46.8mm
Size 5:  diameter - 15.5mm, or circumference - 48.7mm
Size 6:  diameter - 16.4mm, or circumference - 51.4mm
Size 7:  diameter - 17.2mm, circumference - 54mm
Size 8:  diameter - 18.1mm, circumference - 57mm

Do you do gift wrapping and can I leave gift messages?

Every order you place at alixyang.com will arrive in one of our signature, embossed, ALIX YANG jewellery boxes. If you require additional gift wrapping, please get in touch with our team at info@alixyang.com.

If you wish to leave a gift message, simply leave a note on the order online or contact us at info@alixyang.com.

Can I buy a gift card online?

Yes, we do offer gift cards at different values. For more details, click here.

When you purchase a gift card, it will be sent to you via email in the form of a unique code for the person you are gifting (or you) to use at checkout. Instructions for use are included in the email.

What payment options do you offer?

Credit cards, AMEX, Apple Pay, Google Pay, Paypal, Aferpay, ALIX YANG gift cards

How do I use my promo code?

To use a promo code when shopping on alixyang.com, simply add your items to your cart first, then enter the promo code during the checkout stage.

What does 'Restocking Soon' mean?

If an item you see online is marked as 'Restocking Soon', this means that item is currently sold out but will return to our store shortly. To find out as soon as a product is back in stock, simply submit a Back In Stock Notification on the product page and we'll email you as soon as it's available.

How long will it take for a 'Restocking Soon' item to become available again?

Typically takes between 1 and 3 weeks to be back in stock again.

How do I care for my jewellery?

1. Remove your jewellery when exercising, showering, swimming, and hand washing.
2. DO NOT rub or scratch your jewellery against other jewellery or hard surfaces to avoid the plating wearing off.
3. DO NOT use any harsh chemicals, polishing cloths, or jewellery cleaners. We recommend gently cleaning your jewellery with a soft, microfibre cloth. 4. Perfume, hair spray, and cosmetics can easily affect the plating. Avoid contact with these and wipe away any residue if your jewellery does come into contact.

Do you offer waranty on your jewellery?

Yes! All jewellery purchased directly from alixyang.com comes with a one-year warranty valid from the date that the order is placed.

Do you do re-plating or repairing?

Yes! Please email us at info@alixyang.com and we will see if what we can do for you. Read more here

What if I lose one of the earrings?

We can let you purchase a single one (if we have enough stock), please contact us at info@alixyang.com