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FAQs

Shipping

We offer fast and free shipping for all orders within the contiguous United States (does not include Hawaii, Alaska, or US territories).

Orders shipped outside the United States are subject to taxes and duties that are paid for by the customer.

We happily offer international shipping to customers around the world. We partner with trusted carriers like USPS, UPS, and DHL to ensure your orders reach you no matter where you are. Please note that international shipping rates will apply to all orders.

Customs Duties, Taxes, and Fees:

It's important to be aware that duties, taxes, and other fees associated with international shipments are not within our control. These charges are typically imposed by the customs authorities of your country and are the responsibility of the recipient. Any delays or issues related to customs clearance are also beyond our control, but we'll do our best to assist when possible.

Shipping Company Delays:

While we strive to provide you with a smooth and timely delivery experience, please understand that we cannot control unforeseen weather conditions or technical issues that may occur within the shipping company. In the event that your package is returned to us due to such circumstances, you may be required to cover the cost of reshipping your order.

Customer Provided Shipping Accounts:

Please note that we do not utilize customer-provided shipping accounts for our shipments. We have established partnerships with reputable carriers to ensure the reliability and security of your orders.

We hope this information clarifies our international shipping process, and if you have any further questions or concerns, don't hesitate to reach out to our customer support team. We're here to assist you!

We understand that sometimes things don't go as planned, and you might need to update your shipping address after placing an order. Here's what to do:

Step 1: If you've just placed an order and realized you entered the wrong shipping address, don't worry! You can still make changes, but time is crucial. Please send an email to our dedicated customer service department at [email protected] within 10 minutes of completing your purchase. This ensures that we can process your request promptly.

Step 2: We want to keep your shopping experience smooth, and our team is dedicated to getting your orders out as quickly as possible. However, if a shipment is returned to us due to incorrect information provided by the customer, there will be a re-shipping fee of $11 for domestic orders with Free Shipping.

Please keep in mind that this re-shipping fee will be the responsibility of the customer in cases where the wrong address is entered. We're here to assist you, but we also kindly ask for your cooperation in ensuring accurate shipping details to avoid any inconveniences.

At eklexic, your satisfaction is our priority, and we're here to help you with any questions or concerns you may have. Feel free to reach out to our customer service team, and we'll do our best to assist you promptly and efficiently.

Orders & Tracking

Order Processing and Shipping

At our online store, we're committed to getting your orders to you as quickly as possible. Here's a breakdown of our order processing and shipping procedures to keep you in the loop:

1. Weekday Orders Placed Before 1:00 PM (PST): If you place an order on a weekday before 1:00 PM (Pacific Standard Time), our goal is to process and ship it within the next 2 business days. Please note that this timeline may be extended if any items in your order happen to be out of stock. Rest assured, if that's the case, we'll notify you promptly.

2. Weekday Orders Placed After 1:00 PM (PST): Orders made after 1:00 PM (PST) on weekdays will be processed on the following business day. We'll then aim to ship your order within 2 business days, again with notifications if any items are out of stock.

3. Weekend Orders and Late Friday Orders: For orders placed on Friday after 1:00 PM (PST) or over the weekend, we'll process them on Monday, and your items will be shipped within 2 business days from that day.

Shipping Options:

We offer various shipping options to cater to your needs:

  • USPS Ground Advantage (Standard): This option typically takes 4-10 business days for delivery and is completely FREE.

  • USPS Priority Mail (Express): If you're looking for a faster option, USPS Priority Mail takes 2-4 business days for delivery. Shipping rates will be calculated at checkout.

  • UPS Next Day (Express): Need your order even sooner? Choose UPS Next Day for delivery within 1-2 business days. Shipping rates for this option will also be calculated at checkout.

We hope this clarifies our order processing and shipping procedures. If you have any questions or need further assistance, please don't hesitate to contact our friendly customer support team. Your satisfaction is our priority, and we're here to help!


Shipping Policies and Responsibility

At Eklexic, we understand how important it is for you to receive your orders in a timely manner. To provide clarity on our shipping policies and responsibilities, please review the following information:

1. Delays Beyond Our Control: We want to emphasize that Eklexic is not responsible for any delays in package delivery caused by unforeseen weather events or technical issues within the shipping company. If your package experiences delays for these reasons and is subsequently returned to Eklexic, you may be required to cover the cost of re-shipping your order.

2. Shipment Responsibility: Eklexic Jewelry assumes responsibility for your shipment while the item(s) are in our possession. However, once we deliver the item(s) to your chosen shipping carrier, the laws and regulations of that carrier become the governing rules for the shipment. The risk of loss of the item(s) transfers to you upon delivery to the carrier.

3. Lost or Delayed Shipments: Eklexic Jewelry will not be held responsible for lost or delayed shipments that occur after delivery to the shipping carrier, especially if the cause of the delay is beyond our control or attributed to factors outside of our responsibility. Additionally, we will not be held liable for any issues arising from our choice of shipping carrier.

4. Delivery Time Estimates: Please note that delivery time estimates provided by USPS and UPS are just that—estimates. Neither USPS nor UPS guarantees specific delivery dates or times. While we strive to provide accurate delivery estimates, variations may occur due to factors beyond our control.

We hope this information helps clarify our shipping policies and responsibilities. If you have any further questions or concerns, please don't hesitate to reach out to our customer support team. We're here to assist you in any way we can. Your satisfaction is important to us, and we appreciate your understanding regarding these shipping-related matters.

Once an order is placed, it begins processing immediately. Unfortunately, this means we are unable to accommodate order cancellations at any point, for any reason. We understand that circumstances can change, so we recommend reviewing your order carefully before completing your purchase to ensure it meets your requirements.

If you have any concerns or questions about your order, please don't hesitate to reach out to our customer support team. We're here to assist you and provide any help you may need throughout the order process. Your satisfaction is important to us, and we appreciate your understanding of our cancellation policy.

At Eklexic, we understand how frustrating it can be when a package is marked as delivered but hasn't made its way to you. While we do our best to ensure a smooth shopping experience, sometimes things don't go as planned.

Here's what you can do if you find yourself in this situation:

Step 1: Double-Check Your Delivery Location Before reaching out to us, take a moment to confirm that the package wasn't left in an unexpected spot or with a neighbor. Occasionally, carriers may leave packages in a safe location nearby.

Step 2: Wait 21 Days Sometimes, delivery delays can occur, and packages may show as delivered before actually arriving. We recommend waiting for 21 days from the date of the delivery confirmation. In many cases, packages are delivered within this timeframe.

Step 3: Contact Our Customer Service Team If 21 days have passed, and your package is still missing, please don't hesitate to contact our friendly customer service team at [email protected]. We're here to assist you and will initiate a thorough investigation to track down your order.

Rest assured, your satisfaction is important to us, and we'll do our best to resolve the issue promptly.

Thank you for choosing Eklexic, and we appreciate your patience in this matter.

Returns & Exchanges

Eklexic Return Policy

We want to make your return experience as seamless as possible. Please take note of our return policy outlined below:

1. Refunds:

  • We do not offer refunds for returns.
  • However, we provide two alternatives:
    • Store Credit
    • Exchanges

2. Return Address:

  • Ship your returns to:
    Eklexic
    Attn: Alexis Kelly
    21926 Town Place Drive
    Boca Raton, FL 33433

3. Packaging Details:

  • When returning the item(s), please include:
    • Your order number
    • Your preferred return method (exchange or store credit)
  • For exchanges, specify the desired item and size, if applicable.

4. Tracking Information:

  • For efficient processing, kindly share the shipment tracking details with us once the package is dispatched.

5. Quality Assurance:

  • Our Quality Assurance team will carefully inspect the returned jewelry to ensure it is in new and unused condition.

6. Store Credit or Exchange Processing:

  • Once the QA process is complete, we will proceed with either:
    • Issuing store credit
    • Shipping the exchanged item
  • If there's any cost difference for exchanges, we will communicate an invoice. Any balance owed to you after shipping will be credited as store credit.

Additional Information:

  • For exchanges, the shipping cost for the exchanged item is your responsibility.
  • Please note that store credits or exchanges cannot be combined with current sales or discount codes.

Should you have any further questions or require assistance with the return/exchange process, our customer support team is here to help. Feel free to reach out to us at [email protected].

Using Store Credits: Sale and Promotional Items

When using store credits for your purchases, it's important to note that sale or promotional discounted items fall under a specific policy:

  1. Final Sale: Items purchased during a sale or with a promo code are considered final sale. This means they cannot be exchanged or returned.

  2. Incompatibility with Discounts: Sale items cannot be combined with additional discount codes, and discount codes themselves cannot be stacked.

  3. Store Credit Use: Please be aware that Store Credit also cannot be combined with sales or promotional discount codes.

We hope this clarifies our policies regarding the use of store credits in conjunction with sale and promotional items. If you have any questions or need further assistance, feel free to reach out to our support team. We're here to help!

If you've received the wrong item in your order, don't worry – we're here to help! To ensure a swift resolution, please follow these steps:

Step 1: Share Details and Photos

Kindly reach out to us at [email protected]. In your message, provide as much information as possible about the incorrect item you received. Including clear photos of the received items will greatly assist us in understanding the situation accurately.

Step 2: Our Response

Once we receive your email and review the information and photos you've shared, we will promptly confirm the error. Rest assured, our goal is to make things right for you.

Step 3: Return and Replacement

After confirming the error, we will arrange a return shipping label for the incorrect items. You won't need to worry about any return shipping costs. Once we receive the incorrect items back, we will immediately dispatch the correct items to you.

Our aim is to resolve this issue quickly and ensure you receive the items you ordered and love. If you have any questions or need further assistance, please don't hesitate to contact us. We're here to assist you every step of the way!

Finalized Exchange & Return Process – Eklexic Jewelry

This process ensures consistent tracking, follow-ups, and correct order handling in Shopify.


Step 1: Customer Initiates Return Request

  • Confirm the request aligns with the return policy.
  • Request:
    • Order number
    • Reason for return/exchange
    • Preferred resolution (Store Credit or Exchange)
    • Updated shipping address (if applicable)


Step 2: Send Return Instructions Email

  • Use the Return Instructions Email template (see previous messages).


Step 3: Follow-Up for Tracking Details (Daily Until Received)

  • If the customer does not provide tracking details within 24-48 hours, send daily follow-ups.
  • Log the follow-ups in the Return & Exchange Log Spreadsheet:
    Google Sheet - Return & Exchange Log

Follow-Up Email Template for Missing Tracking

Subject: URGENT: Tracking Details Needed for Your Return

Dear [Customer's Name],

We are following up regarding your return/exchange request. We kindly ask you to provide the tracking details for your return package to ensure timely processing.

If you need assistance, please let us know. We look forward to completing your exchange or issuing store credit.

Best regards,
Customer Support Team
Eklexic Jewelry


Step 4: Monitor Shipment Until Delivered

  • Check tracking daily to confirm when the return is delivered.
  • Update the Return & Exchange Log Spreadsheet with the delivery status.
  • Once delivered, proceed to Step 5.


Step 5: Inspect Return Upon Arrival

  • QA Inspection: Ensure the item is new and unused.
  • If approved, move to Step 6.
  • If rejected (e.g., signs of wear/damage), email the customer with photos & explanation.


Step 6: Create Exchange Order in Shopify

  1. Create a New Order for the exchanged item.
  2. Apply Store Credit at Full MSRP (not the discounted price).
    • If the customer originally bought on sale, they must pay the difference between the discounted price and full MSRP.
  3. Charge an $11 Shipping Fee for every exchange.
  4. Update the Shipping Address if the customer has requested a new one.


Step 7: Balance Payment & Follow-Up

  • If there is any balance due, email the customer an invoice.
  • If the balance is not paid within 24 hours, follow up daily until paid.

Follow-Up Email for Unpaid Balance

Subject: Action Needed: Payment Required to Process Your Exchange

Dear [Customer's Name],

We have created your exchange order, but there is a remaining balance of $XX due to the price difference and the shipping fee.

Please complete the payment at your earliest convenience so we can process your exchange. Let us know if you need assistance.

Best regards,
Customer Support Team
Eklexic Jewelry

  • If the balance is not paid after 5 days, escalate the issue to management for review.


Step 8: Ship Exchanged Item & Confirm with Customer

  • Once the payment is received, ship the exchanged item and provide the customer with tracking details.
  • Update the Return & Exchange Log to mark the return as completed.


Step 9: Final Confirmation & Customer Satisfaction Check-In

  • Email the customer to confirm the shipment and provide tracking details.
  • Optional: Follow up a few days after delivery to ensure satisfaction.


This systematic approach ensures:
✅ Consistent tracking & follow-ups
✅ Full MSRP policy enforcement
✅ $11 shipping charge applied to all exchanges
✅ Timely processing of returns & exchanges


Payments & Discounts

Please note that we do not accept checks or money orders as forms of payment.

We offer a variety of convenient payment options to make your shopping experience seamless. You can use Visa, MasterCard, American Express, Discover, PayPal, Shop Pay, AfterPay, or Klarna to complete your purchase. 

It's important to remember that full payment is required before we begin processing and fulfilling your order. This ensures a smooth and timely delivery of your desired products. If you have any questions or encounter any issues while making a payment, our customer support team is here to assist you. Feel free to reach out for any help you may need!

Wholesale Inquiries

If you're interested in becoming a part of our network, we'd love to hear from you. To be considered, please provide the following information and reach out to us via email: [email protected]

  • Store name:
  • Address:
  • Email:
  • Years in business:
  • Storefront, online-only, or both:
  • Average Manufacturer's Suggested Retail Price (MSRP):
  • Instagram handle:
  • Can you support a minimum opening order of $500?

We appreciate your interest and look forward to potentially working with you!

Product Information & Care

Caring for Your Brass Jewelry

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. We kindly ask you to keep this in mind when making your purchase. Please note that the 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.

Understanding Brass Jewelry

Our eklexic brass jewelry is plated with either 10k gold, 14k gold, or rhodium. To ensure the longevity of your brass jewelry, it's important to avoid exposure to water. We recommend removing your jewelry before activities like exercising, bathing, or swimming, and try to prevent contact with perfumes, lotions, oils, or hair products. By taking these precautions, you'll extend the durability of your jewelry.

Cleaning and Maintenance

For regular cleaning, we suggest using a damp, soft cloth to gently wipe your plated jewelry. Always make sure the piece is completely dry before wearing it again. Harsh chemicals, jewelry cleaners, or polishing cloths should be avoided as they can affect the finish. Please remember that while our jewelry is not classified as fine jewelry, following these care instructions is highly recommended.

Proper Storage Matters

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.

Our Responsibility

Please note that eklexic is not responsible for the maintenance of your jewelry once it's in your possession. However, if you have any questions or encounter any issues, don't hesitate to reach out to our friendly customer support team. We're here to help!

Your satisfaction is important to us, and we hope these care tips will keep your eklexic brass jewelry looking stunning for years to come. Thank you for choosing eklexic!

Caring for Your Brass Jewelry

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. We kindly ask you to keep this in mind when making your purchase. Please note that the 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.

Understanding Brass Jewelry

Our eklexic brass jewelry is plated with either 10k gold, 14k gold, or rhodium. To ensure the longevity of your brass jewelry, it's important to avoid exposure to water. We recommend removing your jewelry before activities like exercising, bathing, or swimming, and try to prevent contact with perfumes, lotions, oils, or hair products. By taking these precautions, you'll extend the durability of your jewelry.

Cleaning and Maintenance

For regular cleaning, we suggest using a damp, soft cloth to gently wipe your plated jewelry. Always make sure the piece is completely dry before wearing it again. Harsh chemicals, jewelry cleaners, or polishing cloths should be avoided as they can affect the finish. Please remember that while our jewelry is not classified as fine jewelry, following these care instructions is highly recommended.

Proper Storage Matters

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.

Our Responsibility

Please note that eklexic is not responsible for the maintenance of your jewelry once it's in your possession. However, if you have any questions or encounter any issues, don't hesitate to reach out to our friendly customer support team. We're here to help!

Your satisfaction is important to us, and we hope these care tips will keep your eklexic brass jewelry looking stunning for years to come. Thank you for choosing eklexic!

Jewelry Repairs at Eklexic

At Eklexic, we understand the importance of keeping your brass jewelry in pristine condition. Our repair options include re-plating and post replacement as needed, ensuring your jewelry looks its best. Here's everything you need to know about brass jewelry repairs:

Brass Repair Costs

  • All Huggies: $30
  • Baby + 2” Hoops: $60
  • 2.5”, 3” Hoops: $80
  • Ear Cuff: $18
  • Broken Post: $50
  • Chains: $30 to $80 (depending on chain thickness)
  • Chokers: $30 to $60 (depending on chain thickness)
  • Thin Rings: $16
  • Wide Band Rings: $30
  • Thin Cuffs: $30
  • Wide Cuffs & Bangles: $60 to $80 (depending on cuff width)
  • Chain Bracelets: $18 to $60 (depending on chain thickness)

Repair Instructions

To initiate a repair, please ship your items to the following address. For your jewelry's safety, ensure that you pack them securely in a box. We strongly recommend using a trackable shipping method with a required signature, as we cannot be held responsible for items lost or damaged during transit:

Attn: Returns Department c/o Eklexic Jewelry 21926 Town Place Drive Boca Raton, FL 33433

Once we receive your package, a dedicated sales representative will reach out to you via email to facilitate the store credit or exchange process. Please note that this may take up to 14 business days from the receipt of your returned package.

For additional guidance on how to care for your Eklexic Brass jewelry, please refer to our comprehensive Jewelry Care page.

If you have any further questions or require assistance, don't hesitate to reach out to us. Your satisfaction is our priority, and we're here to help.

We want to ensure you have all the details about our jewelry finishes:

  1. Gold Plating Options: Our brass jewelry comes plated in either 10k gold or 14k gold, giving it a luxurious and radiant look.

  2. Rhodium Plating: Some of our pieces are also plated with rhodium, a beautiful and durable metal that provides a shiny, white gold-like finish.

  3. 14k Gold Filled Jewelry: In addition to plating, we offer 14k gold filled jewelry, which combines the beauty of solid gold with the affordability of other metals.

We hope this information helps you choose the perfect piece that suits your style and preferences. If you have any more questions or need assistance, feel free to reach out to us. We're here to make your eklexic experience enjoyable and seamless!

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