FAQs

Within 14 days of receipt, you can request a refund, or to have your item(s) exchanged for a different piece(s) of equal or higher value, after paying for the additional shipping fees and the price difference, if any. 

Returns or exchanges will only be accepted if the item(s) have original labels (if any), original packaging, and if the item(s) are UNUSED and UNWORN. All exchanges are subject to availability. Faulty items will be replaced by the exact same product if possible.

To make a return or exchange, please follow the procedure below:

Simply email us at hello@hillaryalexandria.com and include your order number, the reason for the exchange, and pictures of the product. Please also include your name, email address, and phone number so we can contact you, if necessary.

Shipping your return or exchange

We are happy to accept items for repair within 90 days of purchase. In some cases, fees may apply. Please email us at hello@hillaryalexandria.com with your name, order number, photos, and description of the repair needed prior to sending your item so we can inform you of any repair fees.

We will repair only breakage caused by manufacturer defect (for purchases made on hillaryalexandria.com) within 90 days of the date you received your purchase. Manufacturing defects do not include general wear and tear, scratches, stretched chains, lost jewelry, or jewelry damaged due to improper use, cleaning, or storage. Repair requests submitted more than 90 days after receiving your purchase will incur an additional repair charge. Please allow 4-8 weeks to complete repairs.

PLEASE NOTE: WE RESERVE THE RIGHT TO DENY UNREASONABLE REPAIRS AND EXCHANGES.

Your order will be shipped to you from Germany.

You can expect to receive your purchase within 3-14 business days after your order has been processed (depending on your location). It is the customer's responsibility to track their order once it has been dispatched. If you miss the delivery of your parcel, the item may be held at your local post office for collection. Please be sure to track your purchase as the courier is not guaranteed to leave a delivery slip. If your order is not delivered within the estimated delivery time, please refer to your tracking link or contact the shipping carrier for a delivery reschedule. You can also contact Hillary Alexandria at hello@hillaryalexandria.com for further instructions. 

Hillary Alexandria is not responsible for orders rejected by the recipient, or returned-to-sender due to a delivery error or failure to retrieve the parcel. If this happens, a re-delivery fee will be applicable. Refunds will not be granted for returned-to-sender items.

Please keep in mind that our prices do not include customs fees or other additional taxes that may apply in your country. Hillary Alexandria is not responsible for any additional customs fees or import duties. The customer is responsible for all applicable import duties and fees. All orders are shipped DDU (delivery duties and taxes unpaid). We apologize for any inconvenience, but we are unable to predict your estimated import charges. Some countries may require additional fees paid COD (Collect on Delivery). In this case, the fees are paid to the local carrier. Hillary Alexandria does not collect fees and has no control over local government charges.

Please contact us at hello@hillaryalexandria.com if you have any questions or concerns about your purchase.