FREQUENTLY ASKED QUESTIONS
I’ve just placed an order – how do I check the status?
Please be sure to set-up an account with Alison & Ivy. This will allow you to check the status of you order as much as you like.
How thick is the metal you use?
Learn more about our product here.
Does Alison & Ivy use recycled metals?
Absolutely! Luckily much of the jewelry industry is now very “green”, A&I has always used recycled metals and will continue to do so!
How do I take care of my jewelry? What do I do if it tarnishes?
Learn how to care for your jewelry here.
Do you have any warranties?
We have a 3 month warranty for our chains and plating. We have a 6 month warranty on our stones. See more policies here.
Are your products made in the USA?
Yes, they are! Designed and made in Chicago, Illinois.
My chain just broke what can I do?
As a gift to you will replace a chain at no charge within a 3-month period from time of purchase. To prolong the life of your piece please do not sleep, swim, or bathe in your jewelry. Please contact us for instructions on returning your broken chain. Also ask about upgrading to a thicker chain.
My chain measures longer than I ordered?
Please contact our customer service and attach a photo of your chain next to a ruler. Please note that our pendant sizes are not included as part of the chain length calculation. When you select a chain length, it is only the chain that will be measured. On split chain items such as monograms, bars, nameplates the chain is split into two but the total measurement for the chain is only the chain (there will be a 9" chain on each side of the pendant for 18" chains, 8" chain on each side of the pendant for 16" chains, etc.). We give measurements for all of our products, if you want the total length of the piece please add your desired chain length (16", 18", 20", etc.) and pendant for the total.
My stone fell out what do I do?
Our stone settings are warrantied for 6 months from the date of purchase. Please contact us for instructions on returning your piece for repair or replacement.
Can I customize the jewelry anyway I want?
We certainly can try. Please contact a us at email@example.com and give us a detailed description of your idea.
Can I change the way a piece looks, for example I want a name necklace in all lowercase?
Please contact us prior to ordering for changing the capitalization, punctuation, layout and font styles show in product photos provided on the site.
If I order a Family Circle with three engravings, can I put two names and a date?
Yes, we have plenty of customers with twins and do just that. Please note the character limit, you may need to shorten the year to two digits i.e. MM.DD.YY.
Do you offer different metal finishes?
Some of our product is available with a brushed finish. Please contact us if you'd like a brushed finish on a shiny piece.
Do you offer back engraving?
No, we do not.
Do you accept returns?
Since our personalized pendants are custom made and cannot be re-sold, we do NOT offer refunds or exchanges on personalized products. If a return is accepted for store credit or exchange, it may still be subject to a restocking, handling and/or recycling fee. Custom design, rush fees and/or shipping fees are non-refundable.
What do I do if I need a repair?
If you need a repair please contact us via email at firstname.lastname@example.org prior to shipping your items to us. Any unauthorized return will incur a charge of $10. You mush ship them in a trackable and insured package and include your order number, authorized return number, updated mailing address and contact information. We are not responsible for lost, stolen or undelivered packages. Shipping failures are unfortunate and are not reflective of the dedication we have to our customers. If you would like for us to create a label for you, we can for a charge of $10.
There was a mistake made on my order, what do I do?
We would like to think we are flawless but we are human and occasionally make mistakes. If you find that we made your piece different than from your original order (i.e. misspelling, wrong metal or size etc.) please let us know immediately (within 30 days after it has shipped) and we will make it right. Please contact email@example.com to report an error with your piece and attach a few photos.
What chain lengths are offered?
In Sterling Silver we offer 16”, 18” or 20” rope chain and it measures 1.25mm thick. In 10K and 14K we offer 16” and 18” and it measures 1mm thick.
Do you carry a 20” chain in 10K or 14K Gold?
No, we do not.
Do you offer Rose Gold as an option?
We do offer Rose Gold in 14k in some of our pieces. It is the same cost as white and yellow. Some pieces we offer rose gold plating over sterling silver.
Help! I purchased a piece from a jeweler and I am unhappy. Can you help?
Please share your concerns with your jeweler and encourage your jeweler to contact us. To maintain the relationship with our jewelers and theirs to you as a customer, it is important to us and your jeweler that you share your concerns with them. We will do our best to help but please reach out to your jeweler with your concerns and tell them they can contact us directly for a possible resolution.
Why are the prices on your site different than a jeweler?
We have our MSRPs for our brand posted on the site and jewelers may choose to follow these prices or not. They also may choose to extend offers to their customers. We cannot control the actions of a jeweler especially their prices. We will not offer refunds or credits on price discrepancies between prices posted on our website and what you pay to your jeweler.
I am a Fashion Influencer and I'm interested in reviewing a necklace. Who should I contact?
Please review details about reviewing here.
Our school is having a fundraiser & auction. Do you give donations?
Please review details about us donating at your next event here.
*All fees and policies are subject to change.