Frequently Asked Questions
About Alex Jewellery
Is Alex Jewellery an Indian Company?
Yes. Alex Jewellery is a registered private limited Indian company. Alex Jewellery has a chain of wholesale stores in Banglore, Chennai, Hyderabad, Madurai, Mumbai, Surat - India.
Where is Alex Jewellery's Head Office located?
The Head Office is in Mumbai at1046-1047, 10th Floor, Ijmima Complex, Raheja Metroplex, Behind Goregaon Sports Club, Malad Link Road, Malad (west), Mumbai - 400064. Tel: +91-22-28442388/89 email: firstname.lastname@example.org
Where can I buy Alex Jewellery products in India?
We retail our products through exclusive company-owned wholesale stores across India. For a detailed list of Alex Jewellery stores in India, visit "LOCATIONS" on the bar above. We also offer online sales through our website at www.alexjewelleryonline.com
Are Alex Jewellery products available internationally?
Yes, we now offer online sales through our website at www.alexjewelleryonline.com to the Australia, Belgium, Canada, Denmark, England, France, Germany, Greece, HK, Holland, Indonesia, Italy, Japan, Malaysia, Mauritius, Mexico, Nepal, Northern Ireland, Philippines, Portugal, Scotland, Singapore, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, UAE, USA, Wales. We plan to expand this online webstore to ship to customers around the world in the near future. Outside of India, we have stores in Dubai and UAE. In addition, we sell products to retail and wholesale buyers around the world through our export department based at Alex Jewellery headquarters in Mumbai, India.
Are Gift Vouchers available at the stores?
No. Gift Vouchers are only available at our website www.alexjewelleryonline.com only.
About our Products
Where are your manufacturing facilities located?
Alex Jewellery does have a owned production unit situated in Thane, Maharashtra - India. We also been to work with village-based artisans across India employing their regional jewellery skills and specialities. This commitment has helped preserve the traditional crafts of India and created employment opportunities in rural areas.
Are all Alex Jewellery products handmade?
We try to maximize the handmade process, using automatic casting machine, wax machine, vaccum machine, CNC, RPT, etc as far as possible.
How do I shop online?
Please refer to our "How To Shop" page which walks you through the shopping process.
How will I know if you have received my order?
During the payment process you will be given a confirmation that your credit card has been successfully processed. You will also be given an order confirmation number through an email from our Payment Partner CCAvenue.
How do I check my order status?
You can view your order status at any time once you have placed your order, through "My Orders" options from dashboard after logging in to your Alex Jewellery account on website. We try and dispatch all the orders from our warehouse within two working days and then you can track your order using tracking AWB Number through logistic website.
Is it safe to use my credit card online at alexjewelleryonline.com?
What if an item is out of stock?
We make every effort to keep all products in stock. However, there may be times when unexpected demands exceed our supply. If you place an order for an item which is not in stock, we will inform you through an email and credit your credit card within five business days of purchase. We will not retain your request for an out of stock product in a back order system. In the future, we hope to be able to notify you when an out of stock item becomes available which would allow you to place a new order for this product.
Do I have to sign up for a Alex Jewellery account to buy something at alexjewelleryonline.com?
You do not have to create an account on alexjewelleryonline.com when you place an order, and can simply proceed as a Guest Shopper. However, there are several benefits to creating an account. Please refer to the Login page for more details.
Will I be charged for Octroi or Entry taxes in case of domestic shipping?
All of Alex Jewellery orders are shipped within India from our warehouse in Mumbai, India to your provided shipping address. Due to the nature of interstate shipping, you may have to pay additional duties and taxes which are levied once a shipment reaches your state. The majority of orders will not have to pay any additional fees. However, we are unable to calculate when and how much these infrequent duty charges will be levied. In the case where additional duties or taxes are assessed, customer will be responsible for paying these additional fees. To make your shopping experience as seamless as possible, we have arranged with our shipping partners to clear your goods for you and deliver them to your doorstep. If you are presented with an invoice/receipt from our shipping partner for any duties and taxes, you will have to pay them directly at the time of delivery.
How long will it take to receive my order?
In case of International deliveries your order will take approximately 5-10 business days to reach you and in case of domestic shipping i.e shipping within India it will take approximately 5-7 business days. We make every effort to process your order as quickly as possible. We usually require 5 working days to process your order. However if the quanties ordered are more than 5 pieces per product per style, or in case the item ordered is under production it may take longer to process the order. In such cases we keep you posted through email. All international orders are shipped via DHL or Indian Post which provides delivery within 8-10 business days and our domestic orders are shipped via various domestic shipping partners which provides delivery within 5-7 business days.
Which countries do you ship to?
We ship to Australia, Belgium, Canada, Denmark, England, France, Germany, Greece, HK, Holland, India, Indonesia, Italy, Japan, Malaysia, Mauritius, Mexico, Nepal, Northern Ireland, Philippines, Portugal, Scotland, Singapore, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, UAE, USA. If you would like to request a shipment to a country which we are not currently servicing, please contact us (email@example.com) to inquire if we can ship to your location.
Do you offer expedited shipping?
No. At this point we are unable to offer overnight or expedited delivery service. The only delivery service level which we provide for International shipping is DHL or Indian Post which provides delivery within 5-10 business days. For shipping within India we use a number of different shipping companies which provide delivery within 5-7 working days.
Do you ship backorders?
No. We aim to keep every item on our website in stock. If there is an item which you purchase and then we realize this item is not available, we will promptly inform you within 2 working days of your purchase and fully refund your money for the out of stock item.
Will everything ship together?
Yes. Because we do not process backorders, whatever is in stock will be shipped together.
Can I ship different items in my order to different shipping addresses?
We can only process one shipping address per order. So, if you would like to order several items and ship to different people, please treat these as separate orders.
Can my order ship to a Post Office Box?
No. Since we offer door to door deliveries through our shipping partners therefore you must include full address details including a street address for the shipping address.
What are the shipping costs?
Within India : For orders where the total value of the order is below Rs. 500, a shipping charge of Rs. 70 is applied.
For orders where the total value of the order is above Rs. 25000, a shipping charge of Rs. 70 is applied per kg.
International : A single flat rate of Rs. 500 for orders below Rs. 2500. All orders above Rs. 2500 will charge Rs. 500 per kg.[Including packaging]
Will I be charged for customs charges in case of international shipping?
All of orders are shipped internationally from our warehouse in Mumbai, India to your provided shipping address via DHL or Indian Post. Due to the nature of international shipping, occasionally a customer may have to pay additional import duties and taxes which are levied once a shipment reaches your country. The large majority of orders will not have to pay any additional fees. However, we are unable to calculate when and how much these infrequent customs duty charges will be levied. In the case where additional customs charges are assessed, you will be responsible for paying these additional fees. To make your shopping experience as seamless as possible, we have arranged with DHL to customs clear your goods for you and deliver them to your doorstep. If you are presented with an invoice from DHL for import duties and taxes, you will have to pay DHL directly at the time of delivery.
Can I change my shipping address after placing my order?
Once we receive your order, we take approximately 2 working days to process your order before handing it over to the shipping company. If you would like to change your shipping address for an order which you have already placed, we will try to accommodate your requests if we still have the package in our possession. Please contact us (firstname.lastname@example.org) with your requested change and we will send you an email reply to confirm if we were able to make the change. If we have already handed your order over to the shipping company then we are unable to make any shipping address changes. Please note that we will not be able to change the address of an order placed for India delivery to International delivery or visa versa since the pricing for India and international deliveries is different from each other.
Why was my package undeliverable?
In case of International and domestic shipping the shipping company will attempt delivery 3 times at the delivery address specified by you in the order, before they contact us that your package is not deliverable. If you have not received the package, you can track the package through the Order Tracking facility. If the package status is shown as undeliverable please call the shipping company at their local number and quote your tracking number to trace your package.
Here are some reasons why your package may be determined undeliverable by DHL or Indian Post:
Incorrect Address: Fabindia does not take responsibility if the delivery address provided by you is incorrect or outdated. If a package is returned to us because the address is incorrect or outdated we will consider the order status as closes, and no refund will be issued. Please carefully check to make sure that you have supplied a current and correct shipping address.
Address Format: If you supply a Post Office Box for your shipping address, DHL is unable to deliver your package. We will try to catch this problem prior to shipping. If a package is returned to us because the address is incorrect or outdated we will consider the order status as closes, and no refund will be issued. Please make sure that you do not supply a Post Office Box address for your shipping address.
Failed Delivery Attempts: In case of International and domestic deliveries the shipping company will make three attempts to deliver your package. In case of International deliveries for orders over $400 DHL generally requires a signature. For orders less than $400 it is the discretion of the DHL driver if a signature is required. If any duties or taxes are due, then the shipping company will require payment at the time of delivery. If you are generally not home during delivery hours, please use a shipping address where someone will be available to sign for the package. If the driver deems it necessary to obtain a signature and has made three delivery attempts, then the package is returned to us as undeliverable. If the package status is shown as undeliverable please call the shipping company's customer service at their local number and quote your tracking number to trace your package.
Refused by Recipient: If you are sending a gift to someone and they refuse to accept the package because they think it is being sent to them in error, then the package will be returned to us as undeliverable. By informing your gift recipient that they should expect a package you will help us ensure that they receive your gift.
About Billing & Payments
In case the Delivery destination is outside India will I be charged sales tax?
What payment methods do you accept?
We accept all MasterCard, VISA and Diners Club Credit Cards, and all Citibank Maestro Debit Cards (an online real-time authorization is done through the Payment Gateway). We do not accept American Express cards. If you have an Indian bank account, you can also transfer your payment directly to us using CCAvenue's net banking facility.
When will my credit card be charged?
Your credit card will be charged at the time of placing your order through our secured payment gateway. (an online real-time authorization is done through the Payment Gateway)
What currency will my order be billed in?
Your order will be billed in the currency of your debit / credit card. All the prices shown on Fabindia website would be in US$ or INR depending on the ordering and delivery location. For all deliveries in India, you would view and pay the Indian Rupee prices, while for all international deliveries outside of India, you would view the US$ prices. * International Shopper + International Delivery = USD prices * International Shopper + India Delivery = INR prices * India Shopper + International Delivery = USD prices * India Shopper + India Delivery = INR prices
Can I change my billing address?
In order for us to successfully process your credit card, you must provide the billing address which is used for your credit card.
About Customer Service
How do I contact customer service?
Visit "CONTACT US" on the bar above.
How do I remove my name from your email list?
Please go to our unsubscribe page.
Will you share my information with others?
Can I email my order?
Yes. You can email us your order at email@example.com
Can I call in my order?
Currently we do not have a call in number for placing orders. Please follow the steps in the online checkout process on the website.
If I have problems with my order, whom should I contact?
If you have any problems or concerns about your order, please email us at firstname.lastname@example.org.
How can I modify my order?
You can modify your order at any time during the shopping process by editing / modifying your shopping cart. Once you confirm payment for the items in your shopping cart, the order is considered as final and cannot be modified.
How can I cancel my order?
Once you confirm payment of your order, your order cannot be changed or cancelled. You will need to contact us through the Request for Cancellation button under My Account within 12 hours of placing your order for us to be able to confirm this cancellation. In case we have already processed your order you will be advised that the cancellation is not possible. As we aim to maintain quick turn around times on our order processing, dispatch and deliveries, we may not be able to support your request unless it is received within the stipulated time frame. Cancellations are solely at the discretion of Alex Jewellery.
About Returns & Exchanges
What is your return policy?
At Alex Jewellery we stand behind the quality of our products. Returns must be made within 2 days of receiving the goods. Shipping charges will not be refunded and customers are required to pay for the shipping costs to return the goods. Please Click here to know more about our Returns Policy. For returns please ship to: Alex Jewellery, 1046-1047, 10th Floor, Ijmima Complex, Raheja Metroplex, Behind Goregaon Sports Club, Malad Link Road, Malad (west), Mumbai - 400064, India
Note: Customers can not return or exchange an item which has been purchased from retail stores, and similarly online purchases cannot be returned to our retail stores.
When will I receive a refund for my returned products?
All credits will be issued only to the credit/debit card used for making the original purchase. Once we receive your returned item(s) we will issue your credit and send you an email confirmation. Please allow one billing cycle for the credit to appear on your credit/debit card statement.
How do I exchange an item?
In order to exchange an item you need to go through the returns process as described above. We will refund your credit/debit card once we receive the returned merchandise. You must place a new order for the replacements you would like.
About Gift Services
Can I have the product gift wrapped?
In the future we hope to offer this service.
Can I include a gift message with the package?
Yes, a gift message can be included with your order.
Do you have a gift registry?
We do not currently offer a gift registry but plan to add this feature in the near future.