Store Policies & FAQs
Shipping & Production Times
***Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility.***
Please check with your country's customs office to determine what these additional costs will be prior to purchase/ delivery.
How long will it take to receive my order?
We make all of our pieces by hand in our studio. We do our best to turn orders around as quickly as possible. Orders are fulfilled during our studio hours Monday through Friday. Once your order is in transit tracking is sent via email.
Production times vary from piece to piece. Ring resizing typically takes 3-5 business days, but can vary depending on the intricacy of the piece. Custom created engagement rings take 3-5 weeks, and wedding bands take 2-3 weeks due to create the perfect fit with your existing ring.
If you need something by a specific date or would like to expedite service, please make sure to leave a note at checkout and/or email us at email@example.com. Please note, orders placed during the holiday season may incur longer production times. We are not liable for any shipping delays via Fedex, USPS or DHL. We will always do our best to accommodate your requests and we appreciate your understanding and patience.
Shipping and Fulfilment
We ship orders through USPS, FedEx, and DHL. Options at checkout are based on order value. All orders ship with tracking and insurance. Fedex shipments require an adult signature upon delivery. For additional shipping arrangements we recommend reaching out to our service team at firstname.lastname@example.org. Please note we are unable to ship to APO/FPO/DPO or PO boxes. In studio pick up is available for local clients.
*** Please note orders place on Friday with FEDEX Overnight Shipping will be delivered the next business day - Saturday delivery may be available in your area. Please reach out to email@example.com for more information.***
Does the jewelry come with a box?
Yes. Each order arrives in a custom Alexis Russell gift box, ready for gifting. We ship all of our engagement rings and fine jewelry pieces in unbranded packaging, without any company names or logos.
Exchanges & Warranty
What is the exchange policy?
Custom Diamond Rings, Personalized Jewelry and Special Orders are NOT eligible for exchange. Custom orders are your designs, your tastes, and your idea of a particular ring. To find another buyer for your ideal ring would be impossible.
If you are not fully satisfied with your purchase, Alexis Russell Jewelry will accept most other items for exchange. Please contact us within 24 hours of receiving your item, if you wish to exchange it. Due to the handmade nature of each piece, we do not currently accept any returns. All rings are subject to a resizing fee and can't be exchanged for another size.
Please ensure that the item is exchanged in new and re-saleable condition within 7 business days from the delivery date of your order. If you would like to make an exchange please email for an authorization form at firstname.lastname@example.org Exchanges cannot be processed without an authorization form. For your protection, please pack your exchange in the original box, ship your order with an insured courier and retain your receipt. Alexis Russell Jewelry is not responsible for items damaged or lost in transit. Please include a detailed note with your name, email address and invoice number on your authorization form. Once your exchange is processed, your new piece will be shipped back out to you. We cannot refund shipping charges on exchange items.
What Type of Warranty do you offer?
Alexis Russell Jewelry products are covered by a limited lifetime guarantee against any manufacturers defect in material or workmanship but it does not cover neglect, abuse, or normal wear and tear. If a stone is lost due to bent, damaged, or worn out prongs, Alexis Russell Jewelry is not responsible for the replacement of the stone or the re-tipping of the prongs. We strive for perfection and to create beautiful works of art and therefore guarantee our workmanship. As with any delicate artistic creation, care must be taken to ensure years of enjoyment. To preserve our warranty, only Alexis Russell can resize, modify, repair or work on your item.
We are committed to providing you, our treasured customers with the best service possible. Our primary goal is to satisfy you and make your buying experience as pleasant as possible. We understand that purchasing Jewelry over the internet can be confusing and sometimes a bit intimidating. We also understand that buying an engagement ring or any fine jewelry is can be an emotional purchase, which will have sentimental feelings attached to them for years to come.
The loss/ theft or damage of a center stone, such as a diamond is not covered under warranty, and should be covered under your Home Owners Insurance policy. Please contact your insurance company for more information regarding your policy limits and requirements.
Can I exchange a gift?
Items received as gifts may be exchanged for another item of equal or greater value. Please ensure that the item is shipped back to us in new and re-saleable condition within 7 business days from the delivery date of your order.
What is your repair policy?
We will repair any design purchased through alexisrussell.com. Repair fees may apply. We may not be able to repair older pieces if components needed to repair them are unavailable. Due to the one-of-a-kind nature of our work, we never recommend bringing our work to other jewelers, as they are not accustomed to working with our pieces.
Please contact us for repair authorization at email@example.com.
Can I replace a lost earring?
Yes. If the style is in stock you may purchase a half pair. We make most of the pieces by hand and, as a result, certain styles can vary slightly in size. In some cases, we will ask you to send the mate to us (at your cost) so we can match it for you. A few styles are produced for one season only and may not be available at the time of the request. The cost for one earring is typically half of the cost for the pair.
Please ensure that the earring is sent back in new and re-saleable condition within 7 business days from the delivery date of your order. Earrings sent back after the 7 day period are only eligible for store credit. Please email for a replacement authorization form at firstname.lastname@example.org Exchanges cannot be processed without an authorization form. For your protection, please pack your earring in the original box, ship your order with an insured courier and retain your receipt. Alexis Russell Jewelry is not responsible for items damaged or lost in transit. Please include a detailed note with your name, email address and invoice number on your authorization form. Once your exchange is processed, your new piece will be shipped back out to you. We cannot refund shipping charges on exchange items.
Financing & Deposits
What are my financing options?
For our US clients, we offer third party financing through Affirm, pending approved credit. Visit Affirm's website for pre-approval or use the Affirm option at checkout. After filling out a short credit application, Affirm will extend approval and payment terms. All questions regarding approval status, payment options and account status should be direct to Affirm directly.
Can I place a deposit to secure a ring or stone?
For both US and international clients, we can accept a non-refundable, non-transferrable 50% deposit to hold a stone or ring. Once a deposit is made, the stone/ring will be removed from our website. We allow up to 8 weeks for final payment to be made. Once final payment is received, your order will move into production to be resized or custom created. Please see "Shipping & Production Times" above for our current turnaround times.
How do I figure out my ring size?
The best way to figure out your ring size is to go to your local jewelry store and have the sizing done professionally. If this is not feasible, we offer a free plastic ring sizer that we can ship directly to your home. The only cost to you is shipping. *Please note this is only a guide, therefore we cannot be responsible for incorrect ring size determination. Please contact us with any questions with regard to ring-sizing at email@example.com.
What if I need my ring resized?
We can gladly resize any Alexis Russell ring for you. Please email us at firstname.lastname@example.org for an authorization form. Please send your ring back to our studio address, along with your specific resizing request, email and shipping addresses. Our current resizing fee is $75 - $95 (includes return insured domestic shipping) and takes approximately 5-7 business days. Please note rings with an engraving that are to be resized may be subject to a re-engraving fee.
Inclusions in Natural Diamonds and Gemstones
What are inclusions?
Natural diamonds and gemstones typically have inclusions, matrix and minor imperfections within the stone. These are simply part of each stone's unique, natural characteristics and the fact that they are not as highly cut + polished as standard industry diamonds. All of our stones are hand-selected for quality, character and durability prior to setting them. These minor imperfections do not take away from the integrity of the diamond, nor does it typically pose any risk to the stone itself.
Caring for your Jewelry
How do I care for my jewelry?
Each piece of our jewelry is hand-crafted and therefore delicate. Please use appropriate care to enjoy our jewelry for a long time. The majority of our collections consist of 14k gold, sterling silver and 14kt gold filled, and can be cleaned with a polishing cloth. On sterling silver pieces, the metal may darken or tarnish with normal wear. Most of our sterling silver already has an oxidized finish. We recommend gently wiping the metal surface with a polishing cloth.
We have created our own Jewelry Cleaning Kit for purchase that is safe to use on your AR jewelry. Our jewelry cleaning kit is safe to use on diamonds, most metals and gems including delicate stones such as lapis, opal and turquoise. We always recommend testing a small area prior to a full cleaning.
Please do NOT dip any Alexis Russell piece in other jewelry cleaners or solutions. This may cause corrosion and permanent damage to the metal.
All of the stones we use are natural gemstones, therefore they may vary in shape, size and color. Inclusions can be seen in natural stones and is a part of their beauty. Most gemstones do not stand the force of cleaning agents, polishing cloth or ultrasonic cleaners.
We highly recommend removing your jewelry during active situations such as working out, cleaning the house, outdoor activities and sleeping. As some stones can be scratched or chipped taking your jewelry off in certain situations will keep it in the best shape.
Opal care: Avoid bleach, chemicals, cleaners, perfumes & other harsh chemicals. Clean with a soft brush, cool water, and mild soap. Never dip in jewelry cleaner or saturate in liquid. Opals can be cleaned with our Jewelry Cleaning Kit.
Can I visit your store and browse jewelry?
All of our jewelry is made-to-order. Our studio in Buffalo, NY is available to visit for consultations by appointment only. Please book your in-person consultation with us online.
We will not sell, share or trade any information you supply to us with a third party. Any information we collect is used to provide you with a better shopping experience and to notify you via email of promotions and upcoming sales. If you would prefer not to receive these emails, you may opt out by changing your Email Notifications status.