We are a very small team who manages all areas of the business and as such, please be patient for email requests.

Below we have included our responses to frequently asked questions.

SALE POLICY

All sales made during a sale event (such as BFCM, Mid Year Sale and Boxing Day/Archive Sales or any sales) are FINAL and not eligible for return, refund, exchange or cancellation, including for change of mind or accidental purchase or for sizing issues. We do ask on each product that you read and choose the correct product for you - this may require you to measure yourself - for necklaces and bracelets especially as these are sized and are not one size fits all.

Wishes to cancel orders before fulfilment for a full refund are not accepted on sale items as these are final even if the order is placed by mistake.

All promotional codes including our first time welcome discount, credit notes, and eGift cards will not be eligible to use during sale promotional periods. They only are valid for full priced items when no other such code is needed to be entered as our system only allows for one discount code at a time.

If your order qualifies for free gift with purchase, please be aware that due to the final nature of this sale, the gift is also not eligible for exchange or return (even if faulty). Usually you will not be able to choose your gift, it is chosen by our team members so a preference of stone or colour is not available.

If you order any of our pre-order or custom made products, please do not email regarding their progress/ tracking (even with express post paid) as these pieces take between up to 4 weeks to be made and then we will send a shipping notification when we have sent the item to you. This was clear on the product ordering page.

 

If you order a combination with pre-order/custom and ready to ship pieces, your ready to ship items will NOT  be shipped until the pre-order/custom made pieces are ready. This is what is covered by the shipping fee in your order ie one shipping cost was incurred hence we won’t send in two shipments. If you require your ready to ship items in a timely manner, please place a separate order which can be shipped sooner without waiting for pre ordered items.

Please carefully read the item description as exchanges due to ordering the wrong size will not be compensated by us. The cost of returning the item back to us and the cost of reshipping will fall on you, the customer for wrong sizes ordered - especially for rings and tennis bracelets and our necklaces.

By clicking pay now you are abiding by these terms and conditions as set above.

 

FURTHER REDUCTIONS AND NEW TO SALE ITEMS

We reserve the right to further reduce prices based on inventory levels during the sale.

Advertised prices are subject to change without notice meaning refunds for different in price paid will not be granted. If you have purchased a piece previously not included in sale, we can not extend the new sale price to your purchase retrospectively even if the order has not yet left the warehouse.

 

PACKAGING OF SALE ITEMS

During sale periods, packaging differs to the product photos packaging provided on the website. Generally, luxury leather packaging is for items at full price that are over $300AUD. However, during sale periods should the item be discounted below $300AUD, please do not email the team about the packaging you have received as it drops a tier to reflect the sale price. Should you wish to receive the luxury leather packaging, you can upgrade this at the cart level for an additional fee.

 

Our bundles have been designed to have all items sent in the one box, if you wish to have an individual box for each item in the bundle you can upgrade the boxes at checkout.

Our free gift does not come in its own packaging, it is combined with your other items.

 

 

RETURNS POLICY

Should an item be faulty upon receiving order, please email orders@jimenaalejandra.com within 7 days. Each piece is checked by our team before it is shipped to ensure that there is no faults. Rarely, in 10 years we have sent out a faulty item. Additionally, our team photographs and checks items to ensure our standard of quality is met on every single order so we know how and what you receive at the time of delivery.

Variations in stones and pearls are NOT faults. Those items that look different to the product photos are not faults therefore, are not eligible for return, refund, exchange or cancellation. Pieces are handmade as a result will vary from the product image on our website.

We would accept returns (at the discretion of the team based on provided photo evidence), on your pieces that are in new condition with original packaging including tags within 7 days. The return will be in the form of store credit or exchange only. Refunds are not available for pre-order or custom made pieces also. Due to hygiene reasons we cannot accept returns on piercing earrings.

 

SHIPPING

WHERE IS MY PARCEL?

As our warehouse works to fulfill orders you will receive a tracking number once the shipping label is created. Please check all emails including spam and junk before emailing us as the tracking number is normally always sent.

Please expect 3-5 days of handling however, once it has left our warehouse your package is Australia Post’s/Sendle/DHL or the couriers responsibility. The tracking number emailed to you will provide you enough information to inquire with the relevant delivery company about your queries. We cannot track items for you - as you can appreciate with the high volume of orders - once a tracking is provided to you - please check the link to see it's progress.

PRE ORDERS

As explained, please allow up to 4 weeks from your date of ordering for this to arrive to you. Due to the large volume of pre order items - we cannot respond to you as to your parcel if it has not been 4 weeks. If after 4 weeks you have not received a shipping confirmation for your pre ordered items - yes please email our team to check status but only after 4 weeks has lapsed please otherwise you may not receive a response.

 

WHY HASN’T MY ORDER SHIPPED YET?

Please note that our team is trying their hardest to get your order to you. However, with our limited capacity and high volume of orders please expect delays.

If you are in dire need of your order please purchase express shipping as these orders will be shipped out as quickly as possible by our team. If you have only purchased standard shipping please expect there may be a delay.

 

HOW TO TAKE CARE OF YOUR JA PIECES

When you are not wearing your pieces, please place them in their little homes (packaging) away from sunlight. Sun is damaging and can alter gemstones and gold vermeil/plating.

No gold plating is waterproof. This is a myth. Water does alter the chemical composition of the plating and it also do this to real solid gold pieces. Don't be fooled by all the fake advertising. This means not swimming, showering or washing while wearing any of our gold plated items.

Avoid lotions, soap, oils and cleaning products from touching your jewellry pieces as chemicals will alter the gemstone and/or the plating or both.

When travelling, to avoid stones breaking or post backs bending, twisting or snapping, please store carefully in your JA packaging solutions or in a hard top jewellery box. Avoid stone pieces from touching each other as they are natural stones and can break/fracture.

Please clasp all bracelets and necklaces together to avoid knotting or tangling.

Please take care when handling or putting on our gemstone earrings, as any mishandling or mistreatment can and will cause chips, cracks and/or breakages... and who wants that?

 

If your answer is covered above, please email orders@jimenaalejandra.com but please be patient as we are a very small team of mums, we are not Amazon Prime!

The team at JA