MATERIAL AND WARRANTY
There’s nothing we want more than for you to be happy with your new piece, because of this we dedicated a lot of our time in delivering the best quality in all of our designs.
Our gold plated collection is handmade in sterling silver .925 as the base metal and every piece is plated with 24 KT gold.
Our Fine jewelry collection is made from 14K gold and SI1-SI2 / G-H natural diamonds.
We only source conflict-free diamonds, and metals.
All of our designs (except The Edit collection) are hand-made by our jewelers in our workshop in Mexico City.
DELIVERY TIME
IN STOCK ORDERS:
We are committed to shipping your order within 24 hours. From that moment, delivery time for orders shipped to any part of México is up to 5-7 business days.
If you’re in Mexico City your shipping will have no cost, and it will arrive in 2-3 business days.
If you need us to send it faster than that you can send us an email to hello@alexandrasilva.com and we’ll be happy to arrange it for you.
If you’re in another country don’t doubt in contacting us, and we’ll be happy to send you a quote on how much it will cost you and how long it will take for your purchase to arrive.
PRE - ORDERS
All of our pre-orders are hand-made at the moment we receive your purchase, because of this it will take from 10-15 business day to be ready plus the shipping time. We’ll send you emails updating the status of your orders, and we’ll let you know when its shipped. If you have any doubts you can contact us at hello@alexandrasilva.com
CANCELLATIONS / RETURNS
RETURNS
We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@alexandrasilva.com.
Please note that returns will need to be sent to the following address:
Calle Arquimedes 184, int. 202, Mexico City, DF, 11560, Mexico
(Alexandra Silva jewelry is not responsible for the cost on the return shipping)
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not Mexico, shipping your goods may take longer than expected.
You can always contact us for any return questions at hello@alexandrasilva.com.
DAMAGES AND ISSUES
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
(You need to send a picture of defects before sending otherwise we will not be able to make the exchange.)
Full refund is available for production mistakes on our end. This must be notified within no longer than 2 business days after merchandise was delivered.
Unfortunately, we cannot accept returns on sale items or gift cards.
ECHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
REFUNDS
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 20 business days have passed since we’ve approved your return, please contact us at hello@alexandrasilva.com.
WORLDWILDE SHIPPING
If you want your piece to be sent to another country, please contact us at hello@alexandrasilva.com and we’ll be happy to help you. (Please note that some international shipments may be eligible for additional custom fees and taxes.)
ORDER STATUS
As soon as we receive your order we’ll send you a confirmation email, and afterwards we’ll let you know when your package is on its way, estimated day of arrival and any other details that you’ll need to be in control of your order.