Refund policy
Returns are accepted. 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 have to first contact us at hello@alexandrabarcelona.com. We will provide you with the return instructions. Please note that returns will need to be sent by the customer to our office in Barcelona, Spain.
Alexandra Barcelona is not responsible for any returns that are lost, damaged or sent to the wrong address.
Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at hello@alexandrabarcelona.com.
Please note: All returns are to be paid by the customer, meaning, the shipping costs in order to send back the package to Alexandra Barcelona will be covered by the customer.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Due to the handmade nature of these jewelry, small imperfections are to be expected, and there's not two pieces the same. Coloring, patterns and shapes will differ slightly from what is pictured. Laptop, tablet and phone screen displays may alter the coloring slightly.
Exceptions / non-returnable items
Custom or personalized orders cannot be returned. Please get in touch if you have questions or concerns about your specific purchase.
Unfortunately, we cannot accept returns on sale items or gift cards.
Alexandra Barcelona does not accept returns or exchanges on International orders that have not been accepted by customers due to not wanting to pay the tax fees or customs in their country of residence.
Exchanges
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. You can always contact us for any return question at hello@alexandrabarcelona.com.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Shipping costs will not be refunded.
Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 12 business days have passed since we’ve approved your return and you have not received your refund, please contact us at hello@alexandrabarcelona.com.
If a customer requests a refund and the package is held in customs on its way to our offices, Alexandra Barcelona is not responsible for any customs costs or duties. These will be paid by the customer.