FAQs

When will I receive my order?

 

Shipping

What are my delivery options? 

For UK orders we offer a free delivery service on all orders over £75 which takes between 3 and 5 working days. Any orders below £75 will cost £2 for delivery.  

We additionally offer an express next day service for £10.  Please note this is applicable to orders placed before 1pm only and is only available on working days.  Orders placed via our Express Service after 1pm on Friday will be dispatched the following Monday. 

For International orders, our delivery service costs £10 and comes with an estimated delivery time of 3 - 10 working days from the date of dispatch. Due to local customs rules, delivery to Australia and New Zealand are by courier only.  For full details of our Shipping services please click here

 

Do you offer a free delivery option?

For UK orders we offer a free delivery service on all orders over £75 which takes between 3 and 5 working days.

 

Do you offer weekend shipping?

Our hardworking dispatch team needs their weekend to rest up, so unfortunately we do not dispatch any orders on the weekend. Any order placed after 5pm on Friday will be ready for dispatch first thing on Monday.

 

Can I change my delivery address?

Your delivery address can be changed within two hours of placing your order.  Please contact us with your order number and change of address or call us on +44 207 378 6061. Unfortunately once your order has been dispatched we will be unable to alter the item’s destination.

 

 

Returns & Exchanges

Can I exchange my order?

Unfortunately we are unable to offer direct exchanges.  Please return your item to us using our free returns service (UK) or via recorded delivery (International), and we will issue you with a refund or a credit note to the amount of your order for you to purchase an alternative item. Please note refunds can take up to 5 working days to show in your account.  For full information on how to return your order back to us, please click here

 

Do you offer a free returns service? 

We offer a free returns service for all UK customers. Find out how here

 

How do I return my Alex Monroe purchase?

All returns must be made within 28 days of purchasing your item and is free for UK customers. For peace of mind, we recommend all international customers return their order to us via recorded delivery.  Please fill out the return form included with your order and follow the steps to return your order. For sustainability we recommend re-using the box and post bag your order was sent to you in. Exempt from refunds are Bespoke commissions, and any jewellery altered to a customer request. Please click here for full details of our returns service, including our returns address.

 

 

Repairs

My gold plated Alex Monroe Jewellery is losing it's shine.  Can I get it re-plated?

Dependent on the levels of wear and care, all plated jewellery will lose it’s plating over time simply due to oxidation (the reaction between the metal and oxygen in the air). A first step we always recommend is to carefully clean your gold plated jewellery using warm water and mild soap. This will allow you to ascertain whether a simple clean will do the job, or if your piece needs a re-plate. We offer a re-plating service as part of our Repairs and Reconditioning Service.  Please send your Alex Monroe Jewellery to our Repairs and Reconditioning team by recorded delivery or via one of our two London Boutiques. For care information on how to keep your plated jewellery looking it’s very best for as long as possible, please click here.

 

My sterling silver Alex Monroe Jewellery is looking a little tarnished.  How can I clean it? 

Dependent on the levels of wear and care, sterling silver jewellery will naturally tarnish due to oxidation (the reaction between the metal and oxygen in the air).  To bring your sterling silver jewellery back to it’s best, a first step is to carefully clean your piece using warm water, mild soap and a soft toothbrush. If this does not do the trick, we recommend using a silver dip solution and a polishing cloth, full details of which can be found on our Jewellery Care page.  We also offer a professional jewellery clean in our workshop. Please send your Alex Monroe Jewellery to our Repairs and Reconditioning team by recorded delivery or via one of our two London Boutiques. For care information on how to keep your sterling silver jewellery looking it’s very best for as long as possible, please click here.

 

How do I keep my 18ct gold Alex Monroe Jewellery looking it’s very best? 

18ct gold is a precious metal which does not tarnish, however it is likely to accumulate a little dirt through wear. To keep your 18ct gold or platinum Alex Monroe Jewellery looking its best we recommend occasional cleaning with warm water, mild soap and a soft toothbrush. We do offer a professional cleaning service using the ultrasonic machines in our workshop. Please send your 18ct gold Alex Monroe Jewellery to our Repairs and Reconditioning team by recorded delivery with a filled out repairs form or via one of our two London Boutiques

 

I had my piece repaired by another jeweller and it has broken again. Can you fix it?

We always do our very best to repair all Alex Monroe jewellery whatever the work required, however we unfortunately cannot take responsibility for the work of another jeweller. Any repairs made by us after a piece has been worked on by another jeweller will incur a charge. 

 

Can you repair other jewellery that’s not Alex Monroe?

Unfortunately our workshop are only ever able to repair Alex Monroe Jewellery.

 

Will my repair incur a cost? 

Every repair sent into us is assessed by our workshop, who are able to tell whether an Alex Monroe piece is faulty or has broken due to accidental damage. If a piece is determined to be faulty we will repair it for you free of charge, however if there is evidence of accidental damage your repair will incur a small charge simply to cover the cost of the work. 

 

What if you cannot repair my Alex Monroe Jewellery? 

The experience of our workshop team means there are very few repairs we cannot achieve. However if we are unable to repair your piece, where possible we will offer you a replacement at a reduced price of the original.

 

My chain has snapped. Can I get it repaired?  

Due to the weakened nature of a repaired chain, we always replace broken chains.  Please send both your broken chain and pendant into our Repairs and Reconditioning team by recorded delivery or via one of our two London Boutiques. All our pendants are securely fixed to our chains by our workshop so we are unable to send you a replacement chain. 

 

What is the time span for your repairs process? 

We quote 6 weeks from the time your repair has been processed by our Repairs and Reconditioning team and booked into our workshop. Lead times may occasionally vary dependent on the work required. 

 

I have lost an earring. Can you offer a single replacement?

Every individual Alex Monroe earring is handmade in our London Workshop, so we are able to offer replacement single earrings for 50% off the cost of a pair. To ensure a perfect match we recommend you send your remaining earring into our Repairs and Reconditioning Team by recorded delivery or via one of our two London Boutiques. Information on how to send your jewellery into us can be found on our Repairs and Reconditioning Page.

 

 

Our Jewellery

How is Alex Monroe Jewellery made?

All Alex Monroe Jewellery is designed and handmade in England by Alex and our expert team of jewellers and craftspeople.  For full details on our unique making process which allows Alex to achieve his signature natural detail, please click here.

 

 

Our Services

My order is a gift.  Will the price appear on the invoice?

Every order comes with a goods receipt and does not include any pricing information. (We don’t want to spoil any surprises!)

 

Do you offer Gift wrapping?

All Alex Monroe Jewellery comes in a branded Alex Monroe Jewellery box, with a sustainable bamboo interior. This is then wrapped in our bees and botanicals printed tissue paper and placed in our branded cardboard box. Your order will be delivered in a plain white post bag. (Perfect for hiding any surprises!)

 

Do you offer Chain Changes? 

Unless specific otherwise in the product descriptions, the majority of Alex Monroe necklaces come on a 16 - 18inch adjustable chain.  However we do offer fixed length chains at 20, 22, 24, 26, 28 and 30 inches. If you would like your necklace on an alternative chain length please specify this in your order comments!

 

How do I know my Ring size? 

We offer a ring sizing guide which you can find here. Alternatively you can have your ring size measured for free at our Alex Monroe Boutiques or any jewellers. If you would like your ring to be a alternative size please specify this in your order comments!

 

Do you offer Engraving? 

We offer engraving on all Alex Monroe necklaces and bracelets through the addition of our bespoke tag charm that can be engraved with your choice of name, date or short message. Our engraving service costs £40 for a sterling silver or plated tag charm and £5/character. Please specify any requirements in your order comments and a member of our customer care team will be in touch to confirm your request. Alternatively, on a working day you can have your engraving done in store at Alex Monroe London Bridge by a member of our Engraving Team. (And you might even meet Alex!) 

 

What is your approach to the environment, ethics and sustainability?

Our Jewellery is in reverence to nature, so it was only natural for us throughout 30 years of jewellery making to have always taken the utmost care to minimise the impact of what we do on the world and it’s inhabitants. For full details on our Sustainability and Ethics policy in place across our company, please click here.