customer care

All in-stock purchases made on alisonlou.com or in-store (excluding Loucite, Cloud Letters, items marked final sale, items purchased with a store credit, sale items purchased with a promo code) can either be exchanged or returned for store credit only within 10 days of receiving your order.

If your exchange is of lesser value, the balance will remain in store credit.
Store Credit is valid for 1 year from the date of issue.

Any original shipping charges are non-refundable. Additionally you will be charged $10 for using a return shipping label provided by Alison Lou. Should you choose to use your own shipping label we recommend a trackable service and insuring the package for its entire value. We are not responsible for any lost packages should you choose to ship with your own label.

Items must be sent back in brand new condition, unused, and with all original Alison Lou packaging. Items sent for return/exchange that are damaged, worn, soiled or altered will not be accepted and will be sent back to the customer. Alison Lou reserves the right to implement a 20% restocking fee in special circumstances.

How to start a return/exchange:
Step 1: Email orders@alisonlou.com with your order number in the subject line. Please let us know the piece you want to return/exchange. A customer service representative will respond within 2 business days and send you a pre-paid return label. Please note a $10 fee will be deducted from your return/exchange total for the use of the label. You may also ship the order back using the carrier of your choice, however we would not be responsible for any loss or damage.
Step 2: Pack up your order including all original Alison Lou packaging. Attach the label on the outside of the original box and seal your package well.
Step 3: Drop your shipment off at any UPS or USPS store (depending on the label provided). This must be done within no more than 4 days of receiving your pre-paid return label or initial email correspondence regarding a return/exchange.

Returns/exchanges on gifts are done on a case by case basis. Please reach out to orders@alisonlou.com and provide as much information as possible so we may best assist you.

We do not accept returns/exchanges from third-party stores. No exceptions.

Any made to order products or products that note "final sale" in the description are not eligible for return or exchange.

All Loucite orders are final sale. All Cloud Letter orders are final sale.

All sale items, including items purchased with a promo code, are final sale.

All items purchased with store credit are final sale.

If you purchased an item from any of our third-party retailers and would like to return or exchange it, this must be done at the retailer.

We are only able to process exchanges on pieces purchased directly from our store or alisonlou.com.

All Loucite products including Jelly Clips and Jelly Hoops™ orders are final sale. No returns or exchanges.

Store credit issued by one of our customer representatives may be used online and in-stores.

Store credit is valid within 1 year from date of issue.

Store credits are not automatically applied at checkout. Customers are solely responsible for keeping and utilizing their store credit.

For information regarding your store credit please email orders@alisonlou.com

All orders are processed and shipped from New York City. Please note orders are processed pending item availability and credit card verification (for first time international orders). You will be contacted if there are any issues with your order.

All items are made-to-order (except In-Stock Collection and Loucite) in New York City and take approximately 20 business days for production. This does not include weekends and holidays.

For items that are in-stock and ready to ship, processing may take up to 5 business days. As soon as your order is shipped, you will receive an automated email with tracking information.

If you need an order by a specific date please contact us at orders@alisonlou.com. We are happy to assist you.

Ground Shipping** - Free for orders over $250 (Excluding Hair + Nail Collection), $10 for orders less than $250
2nd Day Air** - $45
Overnight** - $70
In-Store Pick Up* (994b Madison Ave, New York) – Free
New York City Messenger (Manhattan Only)* - $20

We does not ship to APO/FPO addressed or P.O. boxes.

We do not ship on weekends or U.S. Holidays and we do not offer Saturday delivery unless this has been requested and approved prior to purchase.

*NY State Sales Tax applies to all in-store pick up and messengered items.
**fees vary for Alaska, Hawaii, Puerto Rico, Caribbean and U.S. Virgin / Outlying Islands

We ship internationally for a flat-rate of $100. Any taxes or customs duties incurred are covered by Alison Lou.
All international orders are considered final sale once shipped and are therefore ineligible for refund or exchange.
All purchases must be paid for in U.S. dollars at the prices shown on our website.

All fine jewelry orders are shipped insured and require a signature upon delivery.
If you choose to waive signature upon delivery, please note in Special Instructions/Gift Note at checkout or contact us upon placing your order.
We are not responsible for any lost items that are not signature required.

You will receive an email or text notification when your order is ready for pick up.

Please note, all items are made-to-order with the exception of In-Stock Collection and Loucite in New York City and take approximately 20 business days for production. This does not include weekends and holidays.

Items that are in-stock will be ready for pick up within 24 hours (excluding weekends) at 994B Madison Avenue, New York.

Sales tax is calculated according to your shipping destination.

Orders placed in stores and for pick-up are subject to New York State tax.

If you need your order by a specific date please contact us prior to placing an order at orders@alisonlou.com. We will do our best to accommodate you, but cannot guarantee rush production and/or shipping.

Please note, all items are made-to-order with the exception of In-Stock Collection and Loucite in New York City and take approximately 20 business days for production. This does not include weekends and holidays.

For last minute gifts, we suggest shopping our In-Stock Collection. We also offer virtual e-gifting, a custom digital e-gift to send to your loved one as a place holder until the real thing is made and shipped. Please include the name of the recipient and personalized message in our Special Instructions/Gift Note section during checkout.

If your order has shipped you will receive an automated email with your tracking number.
You may also reach out to orders@alisonlou.com for an update.

All items in our In-Stock Collection Collection page are ready to ship. Note in-stock orders take up to 5 business days to process.

If you have any questions about the availability of a specific piece please reach out to store@alisonlou.com.

Whether it’s designing a unique engagement ring, repurposing an old stone, or creating something one-of-a-kind, we’re here to help. Our team will be there to guide you through every step of the process; from sourcing the perfect stones, finding the right size or reviewing and making edits to your CAD design. Custom Lou pieces start at $2500. All our jewelry is made in New York City with 14K gold and ethically sourced stones.

Email us with your inquiries at orders@alisonlou.com.

For bridal inquiries email bridal@alisonlou.com or fill out our form here.

Please note, custom commissions come with a design fee.

Yes! Discover our I do by Lou Collection and fill out an engagement ring consultation form.

For bridal inquiries email bridal@alisonlou.com or fill out our engagement ring consultation form.

For custom color enamel requests email us at orders@alisonlou.comand a customer service representative will be in touch.

We do not offer custom colors for LOUCITE products.

Yes! Please check "Gift Wrap My Order" at check out. Orders are wrapped in custom Alison Lou wrapping paper and finished with ribbon.

We also offer handwritten notes if requested. Please note your message in the Special Instructions / Gift Note during checkout.

If you order an item that is not in stock or is custom made, we will create a custom digital e-gift to send to your loved one as a place holder until the real thing is made and shipped.

Please include the name of the recipient and personalized message in our Special Instructions/Gift Note section during checkout. If you have more questions please reach out to us at orders@alisonlou.com

If you're in New York come visit our Madison Flagship Store located at 994b Madison Avenue.

For other locations please visit our Stockists. If you are looking for a specific piece we recommend reaching out to that store directly.

Be aware every computer monitor has different settings so color and size may vary.

It varies from earring to earring but we always specify on the product page under Details + Dimensions.

To order multiples of earrings sold as singles, please adjust quantities in your shopping cart.

Discount codes are valid only on fine jewelry purchases. Select exclusions apply. Should an order be processed with an unapproved discount code we reserve the right to cancel your order.

Certain promo codes do expire, the dates for the window of use will be noted from the source of receipt.

All promo codes cannot be applied to orders that have already been placed, combined with other discounts or used to purchase gift cards.

Store credits may be used online and in-stores.

For online orders, you may enter the code issued to you in the "Gift card or discount code" field at checkout.

If you need any assistance applying a store credit, please email orders@alisonlou.com.

Store credits are valid within 1 year from date of issue.

Final sale items cannot be returned or exchanged. No exceptions.

Items marked final sale are noted in the description of the product.

Loucite, Cloud Letters, items marked final sale, items purchased with a store credit, and sale items purchased with a promo code are final sale.

All orders are processed and shipped from our office in New York City. Please note orders are processed pending item availability and credit card verification (for international orders). You will be contacted if there are any issues with your order.

All items are made-to-order (except In-Stock Collection and Loucite) in New York City and take approximately 20 business days for production. This does not include weekends and holidays.

For items that are in-stock and ready to ship your order will be processed and shipped within 5 business days. As soon as your order is shipped, you will receive an automated email with tracking information.

If you need something by a specific date please contact us at orders@alisonlou.com. We are happy to assist you.

All Alison Lou pieces are made under fair trade in both sourcing and manufacturing. All pieces are made of 14K Yellow, White, or Rose Gold. Some pieces feature enamel and/or precious stones.

If your piece has enamel please keep it away from extreme cold or heat as it can melt or crack. Light colored enamel is prone to color transfer especially white. Avoid contact with dyes, and oil/alcohol based products such as hand sanitizers, hair sprays, perfumes and lotions.

Jewelry can scratch with wear; this is normal, and just shows how much you love your Alison Lou piece. We recommend keeping your jewelry in the provided pouch when you are not wearing it.

For all fine jewelry repair inquiries email orders@alisonlou.com.
Do not send in an item for repair without contacting our team first.
Please include your name, description of the repair required, photo of the damage, and proof of purchase.

If your fine jewelry pieces was purchased within 1 year, directly from Alison Lou (alisonlou.com and Alison Lou stores), we will cover the repair cost upon approval from a customer service representative.

Repairs outside of the 1 year warranty period have the following costs associated*:
Ring Sizing: $50+
Necklace Chain Replacement: $175+
Bracelet Chain Repair: $75+
Enamel Repair: $50+

*There may be an additional charge for your repair, which you will be notified of prior to any work being done.
Repairs can take up to 4-6 weeks to complete depending on the nature of the repair.

All repairs are subject to shipping charges.
Some repairs are not possible and we reserve the right to deny any unreasonable repairs.

We do not offer repairs on Loucite. Please follow the instructions on the care card to give your jewelry a long-lasting life.

Loucite including Jelly Hoops™ and Jelly Clips are made of lucite, hand painted enamel, and 14K yellow gold plated brass components.
Jelly Hoops™ have 14K yellow gold plated brass earring posts and backs.

Loucite is fun, fashion jewelry and should be cared for as such. Extreme cold or heat can cause the enamel to melt or crack. Any aspect of this collection made with 14K yellow gold plated brass should not be word in water as the plating will tarnish. When you are not wearing your jewelry make sure it is wiped clean with a dry cloth and stored in the provided pouch. Do not use any jewelry cleaner on this product.

We do not offer repairs on Loucite. Please follow the instructions on the care card to give your jewelry a long-lasting life.

Please reference our Ring Size Chart for sizing guide.

If you would like to purchase a ring in a size that is not listed on the product page please reach out to orders@alisonlou.com. We will will try our best to accommodate but please note not at all ring styles are available in all sizes.

If you're located in New York City feel free to stop by our store to get measured.

For more help please email orders@alisonlou.com

For all resizing inquiries email orders@alisonlou.com. Please include your name, size of the current ring, desired size, and your original order number.

Please reference our Ring Size Chart for sizing guide.

Please reference our Wrist Sizer for sizing guide.

If you're located in New York City feel free to stop by our store to get measured.

Note a ½" extension will be added to any size you choose to accommodate your growing baby.

For more help please email orders@alisonlou.com