Frequently Asked Questions - Alessa Jewelry

Frequently Asked Questions

This is the right place to solve any doubts about your jewelry. Do you have a question that is not in this FAQ? Reach us via facebook, instagram, snapchat, or write to hello@alessa.jewelry.

Of course, you can always pay us a visit! Browse our stores and choose the one closer to you.

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Jewelry Care

Does Alessa Jewelry offer engraving services?

Hand or machine engraving is available for merchandise with sufficient space for engraving (e.g. wedding band rings, key rings with tags, picture frames, etc.) Charges will apply. Please contact the Alessa Jewelry store nearest you for details.

How do I clean my ring?

It is best to have your jewelry professionally cleaned by Alessa Jewelry or another jeweler. For a simple cleaning at home, we recommend mixing Dawn dish soap in warm water, soaking your ring or other jewelry for five minutes, and using a soft bristled baby toothbrush to gently clean behind stones or settings. Air dry, then finish with a polishing cloth. We do not recommend chemical jewelry cleaners because they can damage certain stones.

Why is the matte or polished finish on my ring fading?

No surface finish is permanent. Daily wear leads to small scratches on the surface of a polished ring. The accumulation of this wear will eventually make a polished ring look less polished and more matte. On the other hand, wearing a matte ring will eventually make the finish look more polished and less matte. Over time, all finishes tend toward the middle and will eventually look more like a satin finish. If you would like to refresh the matte or polished finish of your ring, Alessa Jewelry can re-matte or re-polish it for you.

Should I have my gemstone settings checked?

All gemstone rings, especially those with prong settings, should be checked for security annually and worn with relative care. We use our hands constantly, and bumps to the stone or metal can cause shifts and looseness. Rough diamonds are not designed for jewelry in the way cut diamonds are. For that reason, they should be worn with extra care and checked frequently to be sure the prongs are tight and the diamond is secure.

What do I do if I lost a small stone from my ring?

Pave and channel set melee diamonds will occasionally fall out, especially on bands with diamonds all the way around. Bring your Alessa Jewelry melee diamonds to the store nearest to your location, you can call or email us at contact@alessa.jewelry for more information. Charges may apply.

Can my enamel ring be repaired?

Glass enamel is more delicate than metal and can be damaged over time through impact with hard surfaces. Enamel rings can be repaired, contact our stores for more information or email us at contact@alessa.jewelry.

How do I best care and maintain my new jewelry purchase?

We offer complimentary cleaning and product check-up (recommended every six months) as a well-advised preemptive measure against the possibility of stone loss or damage that occurs when prongs are bent, pulled, caught, or broken during normal wear. If a deeper clean is necessary we only ask that you cover the shipping and insurance to safely transport the ring to our facility in Dubai. And as a gesture of gratitude for choosing Alessa Jewelry, we’ll cover the shipping back to you.

What is your ring resize policy?

Diamond and gemstone eternity rings with a specific number of gemstones per finger size; milgrain or ornate bands, some silver rings, or rings with alternative metals cannot be resized. We are happy to exchange your ring for another size within 30 days of purchase.

Shopping Questions

How can I make returns or exchanges?

In general, articles are accepted for credit or exchange if returned in saleable condition within your store’s designated timeframe, to the original country of purchase only.
If you have any questions regarding returns or exchanges, please contact the store nearest you. To locate a store, click here.

How is my order packaged?

For standard orders, we ship using secure, non-descript packaging material. Inside, you’ll see Alessa Jewelry’s elegantly branded gift packaging – ideal for gifting or personal storage.

When will the payment be taken?

Payment will be taken from your credit or debit card as soon as you have placed your order. To ensure safe shopping, we are Verisign certified.

Can I return a special ordered item?

Custom designed merchandise, special ordered items with engravings or personalized information cannot be returned or exchanged.

Do you offer a warranty on the jewelry I purchase from Alessa Jewelry?

Yes. In staying true to our high standards of customer satisfaction, we offer a Lifetime Warranty to protect against manufacturer defects in craftsmanship. The warranty does not include normal wear and tear or damages incurred due to trauma, negligence, lack of regular maintenance, loss, or theft.

Can I return an item that was given to me as a gift?

Yes, Alessa Jewelry is happy to exchange it for merchandise credit within 30 days of purchase. Place the gift in its original packaging with the receipt (if available) and ship it either via FedEx (preferred) with our provided shipping label, or a carrier of your choosing. The refund will be credited to you in the form of a gift card.

Will the buyer of my returned gift know that it was returned?

No, we will not alert the buyer that the gift was returned.

Can I change or amend my order once it has been placed?

We generally process and prepare your order for dispatch immediately, so you may not be able to make any amendments or cancel your order as it could have already been dispatched. In this instance, you would have to return your order once you’ve received it, in accordance with our Returns Policy.

Under the Distance Selling Regulations, if you buy online, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt of the product.

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