Help Center - Customer Support & FAQs

Frequently Asked Questions

Orders & Shipping

Do you offer free shipping?

Yes! We offer free economy shipping (5-8 business days) on all US orders. Orders take 1-5 business days to produce and ship.

Do you offer express shipping?

Yes, we offer express shipping options including UPS and USPS expedited services. Rates are calculated at checkout. Please note that orders still take 1-5 business days to produce before shipping, even with express shipping selected. Rush production may be available for an additional $30 fee—please note your rush request in the order comments.

Do you ship internationally?

Yes, we ship internationally to many countries worldwide via USPS, UPS, and DHL. International shipping rates are calculated at checkout. Customers are responsible for duties, taxes, and other fees on international shipments. We are not responsible for delays, customs issues, or additional fees incurred during international transit.

What countries do you ship to?

We ship to locations worldwide. Specific shipping rates and delivery times vary by destination and are calculated at checkout based on your location.

How can I track my order?

Once your order ships, you'll receive a tracking number via email. You can also track your order by logging into your account and viewing your order history.

Can I change or cancel my order?

If you entered the wrong shipping address, email us at info@eklexic.com within 10 minutes of purchase to request a correction. For other changes, please contact us immediately at info@eklexic.com.

When will my order ship?

Orders placed Monday-Friday before 1:00 PM PST are processed the same day and shipped within 2 business days. Orders placed after 1:00 PM PST are processed the next business day. Weekend orders are processed on Monday. If an item is out of stock, you will be notified by email.

What if my package shows delivered but I didn't receive it?

eklexic is not responsible for packages marked as delivered by the carrier but not received by the customer. If your package has not been delivered after 21 days, please contact our customer service team for further investigation.

Returns & Exchanges

What is your return policy?

All sales are final sale. We do not offer refunds on any styles. We accept return requests only for store credit or exchange (excluding fine jewelry, which is completely final sale). Items must be new, unused, in original packaging, and requests must be made within 30 days of delivery date.

How do I start a return?

Customers must contact us to request returns—we do not offer self-service returns. Email customersupport@eklexic.com with your order number, the item(s) you wish to exchange or return for store credit, and for exchanges, the desired item and size. You are responsible for return shipping costs.

Do you offer exchanges?

Yes! We offer exchanges on demi-fine jewelry (fine jewelry is final sale). Items must be new, unused, in original packaging. Customers are responsible for shipping costs on exchanges. Email customersupport@eklexic.com to initiate an exchange.

Can I get a refund?

We do not offer refunds. All sales are final. We only offer store credit or exchanges (excluding fine jewelry). Once we receive and inspect your return, we'll either issue store credit or ship your exchange. Store credit cannot be combined with sales, discounts, or promo codes.

What if I received the wrong item?

Email customersupport@eklexic.com with your order details and clear photos. We'll review and send a prepaid return shipping label. Once we receive the incorrect item, we'll ship the correct one at no cost.

Are sale items returnable?

Items purchased during a sale or with a promo code are final sale and cannot be exchanged or returned for store credit.

Do you offer price adjustments?

eklexic Jewelry does not offer price adjustments on any orders. All prices, sales, and promotional offers are valid only at the time the order is placed. Sale pricing or promotional discounts will not be applied retroactively to orders placed prior to the launch of a particular sale or promotion, even if the order has not yet shipped.

Product Information

What are your jewelry pieces made from?

Our brass jewelry comes plated in either 10k gold or 14k gold, giving it a luxurious and radiant look. Some pieces are also plated with rhodium, a beautiful and durable metal that provides a shiny, white gold-like finish. We also offer 14k gold filled jewelry, which combines the beauty of solid gold with the affordability of other metals. All pieces are made from 100% recycled brass.

Do you sell second-hand or pre-owned jewelry?

No, we do not sell second-hand items. All eklexic jewelry is brand new and handcrafted to order.

Is your jewelry nickel-free?

Yes, all our pieces are nickel-free and safe for sensitive skin.

How do I care for my jewelry?

To ensure the longevity of your brass jewelry, avoid exposure to water. Remove your jewelry before exercising, bathing, or swimming, and prevent contact with perfumes, lotions, oils, or hair products. For cleaning, use a damp, soft cloth to gently wipe your plated jewelry and make sure the piece is completely dry before wearing it again. Avoid harsh chemicals, jewelry cleaners, or polishing cloths as they can affect the finish.

How should I store my jewelry?

After wearing your eklexic jewelry, store it in a safe, dry place, ideally laid flat and away from direct light, moisture, and extreme heat. To prevent scratching or rubbing against other pieces, consider storing each item separately.

Is your jewelry water-resistant?

While our pieces are crafted with durable materials, we recommend removing jewelry before water exposure to preserve the plating and extend its life.

Do you offer a warranty?

Yes! Every piece comes with our lifetime craftsmanship guarantee. If you experience any manufacturing defects, we'll repair or replace your item free of charge. Please note that eklexic is not responsible for the maintenance of your jewelry once it's in your possession.

Are there variations in handcrafted pieces?

Yes. At eklexic, we take pride in crafting unique, handcrafted pieces, which means each item may have slight differences, including variations in metals and finishes like tool marks, subtle surface irregularities, minor color discrepancies, or minor flaws. Colors and finishes you see on our website may differ slightly from the actual product due to variations in computer monitor and mobile device displays.

Sizing & Fit

How do I find my ring size?

We recommend visiting a local jeweler for professional ring sizing, or you can use a printable ring sizer available online. If you're unsure about sizing, contact us at customersupport@eklexic.com and we'll help you find the perfect fit.

How do I measure for bracelets and hand chains?

Measure your wrist with a flexible measuring tape where you'd like the bracelet to sit. Add 0.5-1 inch for a comfortable fit. Our standard sizes range from 6.5" to 9". Need help? Email us at customersupport@eklexic.com.

What necklace length should I choose?

Common necklace lengths: 16" sits at the collarbone (choker style), 18" falls just below the collarbone, 20-24" are longer statement lengths. If you're unsure which length is right for you, reach out to us at customersupport@eklexic.com.

Can jewelry be resized?

Due to the nature of our materials and construction, most pieces cannot be resized. Please contact us at customersupport@eklexic.com for assistance before ordering to ensure you select the right size.

Sustainability & Ethics

Are your products sustainable?

Yes! We're committed to sustainability. All our jewelry is made from 100% recycled brass and crafted in the USA with eco-friendly practices.

Where is your jewelry made?

All eklexic pieces are proudly handcrafted in the United States, supporting local artisans and ensuring the highest quality standards.

Is this store owner operated?

Yes! eklexic is owner operated by founder and CEO Alexis Kelly, who personally oversees the design and quality of every piece.

Payment & Security

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Shop Pay, Apple Pay, and Google Pay. We also accept store credit as a payment method.

Is my payment information secure?

Absolutely. We use industry-standard SSL encryption to protect your payment information. We never store your complete credit card details.

Do you have active discount codes or promotions?

We occasionally offer special promotions and discount codes. Sign up for our email newsletter to be the first to know about sales, new arrivals, and exclusive offers.

Gift Services

Do you offer gift wrapping?

Yes! Select gift wrapping at checkout for beautifully packaged jewelry ready for gifting.

Can I include a gift message?

Yes, you can add a personalized gift message during checkout. We'll include it with your order.

Do you offer gift cards?

Yes! Digital gift cards are available in various denominations and are delivered via email.

Store Information

What languages is your store available in?

The online store is currently available in English.

Do you have retail store locations?

No, we are an online-only store and do not have physical retail locations. All orders are shipped directly to you.

Do you offer local pickup?

No, we do not currently offer local pickup. All orders are shipped to your address.

Do you offer bulk or wholesale orders?

Yes, we offer bulk and wholesale pricing for qualifying orders. Please contact us at customersupport@eklexic.com for more information about wholesale opportunities and pricing.

Contact Us

How can I reach customer service?

You can reach our customer service team through the following channels:

General inquiries & returns: customersupport@eklexic.com
Shipping questions: info@eklexic.com
Hours: Monday-Friday, 9am-5pm PST

We typically respond to emails within 24 hours during business days.

Where are you located?

Eklexic Jewelry LLC
21926 Town Place Drive
Boca Raton, Florida 33433
United States