Shipping + Delivery
We know you’re excited to get your order as quickly as possible. You will receive a shipping confirmation email once your parcel has been collected by Australia Post.
All shipping costs (intrastate, interstate and international) are calculated after any coupon, discount code or promotion is applied.
All orders must be signed for upon delivery and we are unable to accommodate requests for items to be left unattended.
Order processing times
We are busy dispatching your orders Monday to Friday! Generally orders placed before 12pm receive next day dispatch.*
* During peak times (promotional sales, public holidays and celebratory periods) please allow up to 4-6 business days to receive your shipping confirmation email, or ready to collect SMS.
PLEASE NOTE WE DO NOT HOLD OR DELAY PARCEL POSTAGE AT CUSTOMER REQUEST.
Shipping in Australia
AUSTRALIA POST
Orders under $100.00
- $4.99 standard shipping (6-8 business days Australia wide*)
- $9.99 express shipping (2-3 business days Australia wide*)
Orders over $100.00 will be eligible for FREE standard shipping (except during advertised promotional times where shipping rates apply - see Terms and Conditions)
*depending on receiving location - we recommend checking the Australia Post website for any delivery delays within your area https://auspost.com.au/receiving
Shipping Internationally
Australia Post International Shipping
For international customers, the prices quoted do not include your local sales taxes or import duties, which may be charged to your purchase upon entry to your country. Please contact your local customs office for further information. Francesca is not liable for these costs. All prices shown on the website will be in $AUD.
New Zealand
- $10 AUD express shipping (2-5 business days*)
- FREE for orders over $200 AUD
All Other Countries sent via EXPRESS
United Kingdom- 5-7 business days*
United States- 4-8 business days*
- $15 AUD express shipping (10-15 business days*)
- FREE for orders over $200 AUD
*depending on receiving location - we recommend checking the Australia Post website for more information https://auspost.com.au/
Shipping + Delivery Policy
Domestic Orders (Australia)
Alexandra is not responsible for parcels that are lost, delayed, damaged, or stolen while in transit due to Australia Post or any third-party courier. Once your order has been dispatched, delivery is the responsibility of the carrier.
If your parcel is delayed or missing, we are happy to assist by tracing the shipment and providing relevant information should you choose to lodge an investigation with Australia Post. Please note that any investigation must be initiated by the customer.
International Orders
International shipping rates do not include local sales taxes, customs duties, import fees, or any additional charges that may be applied upon entry into your destination country. These charges are the responsibility of the customer.
Alexandra is not responsible for delays caused by customs processing or for any fees imposed upon delivery. We do not accept returns or issue refunds for parcels where customs charges are refused or unpaid by the recipient. For further information, please contact your local customs office prior to placing your order.
Alexandra is not liable for parcels that are returned to sender due to being unclaimed, undeliverable, or where an incorrect or incomplete delivery address has been entered at checkout. Any costs associated with return-to-sender parcels are the responsibility of the customer.
We are unable to hold, delay, or redirect parcels at customer request once an order has been dispatched.
Shipping Protection Fee
Shipping Protection is available at checkout for $2.95 AUD.
When purchased, this optional coverage provides a guarantee that your order will be replaced or refunded by Alexandra if your parcel is deemed lost, damaged, or stolen while in transit with Australia Post.
Please note:
- The parcel must be officially deemed lost or damaged by Australia Post for coverage to apply.
- Shipping Protection does not cover loss or damage occurring outside of Australia Post’s handling.
- It does not cover issues arising from missing or incorrect delivery details provided by the customer.
- Shipping Protection does not cover parcels returned to sender.
- Australia Post does not automatically notify Alexandra of lost or damaged parcels; it is the customer’s responsibility to contact us to initiate an investigation.
- The Shipping Protection fee is non-refundable and non-transferable, including in cases of exchange or product return.
Christmas shipping cut offs
Place your orders by 15th December to ensure you receive your order in time for Christmas!
Returns + Exchanges
We want you to love your Alexandra pieces, so if you’re not 100% happy with your purchase you can return it for a store credit within 30 days of purchase.
Lodge your return
Please see the returns policy before processing your return, as some exclusions apply!
- You will need your order number to complete the online return and original email from purchase.
- Your items must be returned unworn and in their original condition
- *Items must be returned within 14 days of approval to move forward with your credit note or exchange.
- Online returns will be issued with a store credit or exchange order once the return has been processed.
- We will contact you once we process your return!
- Once your return is delivered back to us, it will usually take 1-3 business days to process. Please be patient with us during busy time periods (sales etc) and allow up to a week for your return to be processed with our team! xx
*Your parcel may take 2-15 business days to reach us depending on what type of postage you purchase. All progress with returns is communicated via email! Keep an eye on your junk and spam mail as emails may end up here.
Return Policy
Items may be returned within 30 days from the date of purchase, for an exchange or store credit. Items must be unworn, in their original condition (with tags attached), and with proof of purchase to be eligible for return. Once your return is approved, your parcel will need to be lodged in the post within 14 days for our team to move forward with your request.
We do not cover the cost of return postage. If an error has occurred you will not be asked to pay the return postage fee when lodging your return. We recommend purchasing tracked postage so you can trace your return; Alexandra does not assume responsibility for lost parcels.
Earrings are not able to be returned for hygiene reasons. Items purchased on sale, promotional items, free gifts are not eligible to be returned.
We do not offer refunds unless the item is deemed faulty due to the manufacturing process. Under consumer law, ‘Alexandra’ reserves the right to assess and determine fault within a product prior to processing a refund.
Exclusions
The below items are not able to be returned. Under consumer law a return will be accepted if a good is deemed faulty due to the manufacturing process.
- Earrings (hygiene reasons)
- Sale items
- Free gifts
- Other promotional items
- Charity pieces
Store Credit
Store credits work the same as a gift card! You will receive your credit note to the email used to complete the original purchase. Your unique credit note number can be used online. Store credits have an expiry of 3 years!
You need to enter the credit note number in the ‘gift card or discount code’ section at checkout.
Orders made with Afterpay
Any order placed with a third-party payment company will not be affected by exchanges or credits. If an order is required to be refunded due to fault, the amount refunded will be processed using your original payment method (using the linked bank account/debit card associated with the third-party provider).
Product Care
We want you to be able to keep your jewellery for as long as possible! All metals are delicate, so treat your piece with love and care. We recommend taking your pieces off while sleeping, swimming or undertaking any other sporting activities.
We do not recommend storing your jewellery in the boxes you receive them in, as these are designed for transport and not long-term use. A soft jewellery pouch or specifically designed jewellery case will keep your pieces safe.
Gold + Silver Plating
Plating is a method of bonding a thin layer of liquid gold or silver to a base metal.
We use either a base of brass or sterling silver, with a plated layer of 18k rose or gold. Silver plating has a plated layer of sterling silver on a base. Our solid sterling silver pieces also include layer of plated silver onto a base of silver. This allows a brighter silver finish on some of our pieces.
The type of plating will be indicated in the product description of the item; it is important to read this to understand how your piece is made.
There are differences in the colour of plated pieces, for example a 14k gold plated piece will be a lighter colour than 18k gold piece, as there is more gold in the composite of a higher karat - meaning the higher the karat, the more pure gold in the mix.
Care -
Wear in plating over time is subject to change due to the acidity of the wearer's skin and exposure to products such as perfumes, moisturisers, tans or cleaning products. Plating wear is not a manufacturing fault, as it depends on the wearers environment.
To care for your piece, please remove before swimming, showering and exercise. Avoid contact with cleaning products, perfumes and skincare.
You can use a polishing cloth occasionally to shine your pieces, however over-polishing will wear the plating faster.
Cleaning + Storing
Handle With Care
Always wear your jewellery thoughtfully. Remove pieces before bathing, sleeping, or engaging in physical activities. While silver is durable, it can scratch or bend if not treated gently.
Storage
Store each piece separately to prevent rubbing or scratching against other items. Silver can tarnish when exposed to light, humidity, or air. To slow tarnishing, keep your jewellery in a sealed bag in a dark, dry place. If you prefer to display your pieces, be aware they may require more frequent cleaning.
Cleaning
Clean your jewellery by rinsing under warm water with a mild, chemical-free soap. Castile soap, gentle hand soap, or soap for woollens works well. Use a soft cloth or a gentle brush to remove dirt from small crevices. After cleaning, dry your jewellery thoroughly with a polishing cloth to prevent watermarks and maintain its shine.
You can purchase a polishing cloth available here and in store, to keep your pieces free of tarnish and looking shiny.
We do not recommend polishing your plated pieces too often, as this can contribute to wear in the plating.
Harsh chemicals will affect the colour of your pieces; please only use recommended jewellery cleaning products, and only use on solid metals such as sterling silver or solid gold.
Always read the product description on your pieces for the full list of materials, to ensure suitable use of cleaning products.
Storing your jewellery in a purpose designed jewellery box is best to prevent your pieces from oxidising as quickly (see FAQ 'Tarnishing').
Tarnishing
Tarnish is a result of the metal oxidising and can be affected by many things. Perfumes, moisturisers, tanning lotions, cleaning chemicals, and even ones' skin acidity can affect how metals may tarnish.
Oxidation is a natural process that occurs from the combination of oxygen with a substance forming oxide (metals reacting to air exposure ).
Tarnish is not a manufacturing fault and can easily be polished with a silver polishing cloth (available for purchase here and in store). Avoid over-polishing plated items as this can wear your plated piece quicker over time.
How you store your items will also affect if your piece will tarnish faster or not. Purpose-made jewellery boxes are recommended for proper jewellery care. Do not store your items in our gifting/shipping boxes - these are only designed to protect your pieces during transit, and are not suitable for long-term use to keep your pieces in.
Allergies
All Alexandra Jewellery is lead and nickel free!
Please note that Alexandra does not take responsibility for any allergies or reactions that occur whilst wearing our pieces. We highly recommend researching product materials prior to purchasing.
Black metal discolouration is a common effect of tarnishing due to ones’ skin acidity! This is easily removed with a jewellery polishing cloth.
Payment Methods
Credit + Debit Cards
We accept Visa, Mastercard and Amex payments.
Alexandra is not able to cancel or edit your order once placed.
Afterpay
'Pay it in 4' payment options require a minimum purchase of $100! If your cart value is under this amount your purchase will not process.
Please note the Afterpay instalment amounts will show on the products individually, based on their RRP. Your total instalment amounts may be different depending on your total cart value, and will be shown once directed to the third-party website to complete your payment.
We are not able to cancel or edit your order once placed.
AFTERPAY
At Alexandra, you can buy now and pay it in 4 interest-free instalments over 6 weeks using Afterpay. You must have an account set up with Afterpay to use this service.
To use Afterpay, add items to your shopping cart then select Afterpay from the available payment options. You pay for the first instalment of 25% at the time of purchase, and the remaining three instalments will be automatically deducted from your nominated debit or credit card over the following six weeks.
Paypal + Paypal Express
Please note that PayPal payments can have slightly longer processing times until your payment has cleared with PayPal. PayPal Express does not guarantee a quicker option to process your payment, it is only an express option for checking out using your pre-filled PayPal express details.
Please ensure your shipping and billing address details are correct in PayPal, as any pre-filled details can override your data entries, and may result in your payment processing under incorrect details.
We are not able to cancel or edit your order once placed.
Gift Cards + Discount Codes
Gift cards and store credits are considered payment methods and are able to be used in conjunction with a discount code.
Simply enter your gift card or credit note number into the ‘Gift card or discount code’ section at checkout! Once you have entered these details they will apply to your order - you are able to enter a discount code in the same section.
Our gift cards and store credits have an expiry of 3 years from the date of purchase (gift cards) or from the date of issue (store credits). Gift cards and store credits can be used at any time within the valid time frame, including sales and promotional periods. Simply enter the gift card or store credit number in the discount code/gift card section at checkout. Gift cards are treated as cash, and will not be replaced if lost or stolen, and are non-refundable.
Multiple discount codes are not able to be used at once - if multiple codes are input, only the last code will be applied to your order.
We cancel or edit your order once placed. You must wait until delivery to initiate an exchange or refund.
Split Payments
We are only able to accept split payments when using a gift card or store credit, along with your secondary payment method. We aren’t able to complete a split payment in any other capacity.
We cancel or edit your order once placed. You must wait until delivery to initiate an exchange or refund.
Terms + Conditions
Once your order has been placed we are unable to edit, add notes or cancel it until after dispatch and delivery, it cannot be intercepted. Please read the relevant terms and conditions prior to placing your order.
Sales + Promotions
We run different sales and promotions all throughout the year; specific conditions to a sale or promotion/giveaway will be listed below.
All minimum spend requirements are to be met in AUD, only 1 offer can be claimed at a time. Free Gifts with purchases allow for one gift per order. Any orders including pre-order items, your order will be held and shipped when the pre-order item is ready.
Returns are not accepted on sale or promotional items, unless deemed faulty through the manufacturing process.
If a discount code is required, only one discount code is able to be used at a time at checkout. Any secondary discount codes applied will override the previous code, and only one will be accepted.
Shipping charges may apply during sales and promotional periods, outside of our general postage fees.
Discount Codes
Welcome $10 Off
$10 off code for all first time purchasers, redeemable online only. Sign up online and receive the code via email! Must enter code at checkout.
Gift Cards + Store Credit
Our gift cards and store credits have an expiry of 3 years from the date of purchase (gift cards) or from the date of issue (store credits).
Gift cards and store credits can be used at any time within the valid time frame, including sales and promotional periods.
Simply enter the gift card or store credit number in the discount code/gift card section at checkout.Gift cards are treated as cash, and will not be replaced if lost or stolen, and are non-refundable.
Pre-Orders
Pre-order items have an approximate shipping time of 8 weeks from the date of purchase, however all estimated dispatch times will be included in the product description.
If your order contains other pieces in addition to a pre-order item, your full order will be held and shipped together with your pre-order piece. If you are wanting other pieces sooner, we recommend placing separate orders.
Reviews Guidelines
We welcome honest reviews from our customers — positive or negative. However, we reserve the right to remove reviews that contain offensive language, promotional content, false claims, or personal information.
Reviews cannot be accepted or published if the content of the review relates to a different product, or service to which the review is being left on.
Our team will make every effort to help resolve any issues you may encounter; we encourage customers to edit or remove their reviews based off resolution status however you are under no obligation to do so.