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CUSTOMER CARE


 

General Enquiries

info@jimenaalejandra.com

Orders & Tracking

orders@jimenaalejandra.com

Media Enquiries

marketing@jimenaalejandra.com

ORDERS & SHIPPING

HOW DO I CHECK THE STATUS OF MY ORDER?

Once your order is shipped, you will receive a confirmation email that includes a tracking number. If you have not received this email, please feel free to email orders@jimenaalejandra.com.

WHAT IS YOUR RETURNS POLICY?

Unfortunately we are unable to issue refunds or exchanges on your purchase. Please carefully read all product information and care instructions before selecting your Jimena Alejandra purchase.

WHAT IF MY ORDER LOOKS DIFFERENT FROM THE PRODUCT PHOTO?

Due to the nature of semi precious gemstones, each jewellery piece is naturally unique and one of a kind. Each item is hand crafted by our artisans from the very finest materials. Any differences are considered natural characteristics and are therefore not defects.

WHEN IS MY ORDER GOING TO BE SHIPPED?

Orders will be shipped within 1 business day of your purchase using Australia Post. We do not ship on weekends or public holidays so orders received on these days will be shipped the next business day.

WHAT ARE YOUR SHIPPING RATES?

Within Australia
$12.95 AUD Express delivery (within 1 – 2 business days)
Free Express shipping on orders $199AUD+.

Standard International
$29 AUD (within 7 business days)
Free international shipping on orders $250AUD+.

Express International
$42.90 AUD (within 4 business day)

WHAT DOES PRE-ORDER MEAN? IS THE PRODUCT AVAILABLE?

Pre-order means your item is made to order. Due to this, we require full payment at the time of purchase. Please be aware that delivery of pre-ordered items could take up to 4 weeks. We cannot guarantee a specific ship date and there are no cancellations. Your goods will be shipped EXPRESS (for all Australian orders) or the shipping method selected for international orders, as soon as the goods become available to us. Sometimes the ordered items or pieces required for the full items may arrive later than 4 weeks due to several factors (eg: customs) Please do not combine in-stock and pre-ordered items in your shopping cart. For order which items are out of stock, refund will be given with or without notice. Once you place a pre-order order, it means that you are willing to accept the above rules & regulations.

Have a specific question about your order?

MARKETING/WHOLESALE

IF I HAVE A PRESS QUESTION, WHO SHOULD I CONTACT?

We would be happy to answer your questions! For all press enquiries, please email us at marketing@jimenaalejandra.com

I AM A RETAILER, INTERESTED IN STOCKING YOUR BRAND. WHO DO I CONTACT?

Thank you for reaching out! Please send us an email at marketing@jimenaalejandra.com and a member from our team will be in contact shortly.

Have a specific question about marketing?