LEAH ALEXANDRA FAQs
Before contacting our Customer Care team, we have put together a number of frequently asked questions for you. If you need additional support, please email us at email@example.com
I placed an order - the tracking number says it has been delivered, but it has not arrived yet
Not to fret, sometimes the parcel has been pre-scanned preemptively as delivered, but is still en route. The parcel typically will arrive within 24 hours of the status reading as delivered.
A couple of things to do in the meantime: if you live in an apartment – check with the security desk, concierge, community mailbox or your neighbour in the event it has been left there while you were out.
If your package hasn't arrived after 24 hours, please contact us at firstname.lastname@example.org. We will file an investigation claim with our shipping carrier to obtain details on your package. Please note this process could take up to ten days.
What if I have received a wrong item or an item is missing?
Please contact our Customer Care team with your order number at email@example.com so we can get this resolved for you.
How will my jewellery be packed?
Each and every order comes with a Leah Alexandra fabric pouch and jewelry box. If you need additional packaging for gifts or would like a note written inside, please write all the details in the note section at checkout.
Receipts are not enclosed in the box – they are emailed to you separately, so if it is a gift, not to worry!
How do I book an appointment?
To book an appointment, please visit our Spark Studio page. While walk-ins are welcome, they are subject to availability. We recommend booking an appointment to ensure you can enjoy your Spark experience with plenty of time to select your favourite chain, have it custom fit, and avoid long wait times. If you’re interested in booking a Spark Studio party of over 4 people, please email us at firstname.lastname@example.org and we will do our best to accommodate your request.
What is your cancellation policy?
If you cancel your appointment less than 24 hours before the scheduled time or fail to attend your appointment without notice, you will be subject to a cancellation fee of CAD 25.00 per person that will automatically be charged to your card on file. To avoid a penalty, please provide a cancellation notice at least 24 hours before your appointment. You can cancel or reschedule through your initial appointment confirmation email, by contacting us at email@example.com, or by texting or calling 604-771-5324 for Vancouver appointments or 647-995-5324 for Toronto appointments.
What is your Spark warranty?
All Spark Bracelets, Anklets and Necklaces come with a one-month limited warranty. If within the first month of purchase your chain is lost due to a chain defect, we offer a free one-time replacement.
During your appointment we ensure your piece is fully welded together and there are no issues with the chain. Although, if pressure is applied to the chain or if it gets caught, the chain may stretch or break.
In the case that your chain comes off, kindly reach out to our Spark team at firstname.lastname@example.org. We will inspect the chain before re-welding it and make sure there are no issues. Reattaching the chain is complimentary, however, if the integrity of the chain has been compromised or if it has overstretched then you may purchase a new chain at a discounted price.
We are unable to offer complimentary replacements in the case that the bracelet, anklet or necklace was broken or lost through the fault of the owner.
Please note that our Spark Studio warranty is not valid on items that are beyond our recommended sizing.
What happens if I need to remove my Spark piece?
You can take the bracelet off by using scissors. If you can, cut in an area you think is the most convenient place to re-weld (e.g. if your bracelet has a jump ring). When you're ready to have your piece welded back on, feel free to walk in at your earliest convenience!
How do I care for my Spark piece?
Avoid submerging your item in chlorine water. Additionally, we don't recommend applying perfume or lotions over your items as strong chemicals can cause gold to damage. If you need to clean your Spark piece, wash it with soap and water when you're in the shower and then pat it dry. If you ever notice it starts to darken, you can polish it with a polishing cloth!
Can my piece be custom-made with a clasp?
Yes. The bracelet will still be custom-fit to your wrist just with a clasp attached if requested – that way you have the choice to remove it when you please.
How can I replace a lost earring?
Please contact our Customer Care team at email@example.com and we will provide you with a code to purchase a single earring online. The price is half of the retail price, plus shipping.
What is the difference between goldfill and gold plating?
14kt gold filled is a solid layer of gold that is bonded together through heat and pressure to other metal alloys. It is tarnish-resistant and does not rub off or turn colours. Gold filled is legally required to contain 5% or 1/20th gold by weight. This metal composition has similar characteristics to solid gold such as strength and durability.
Gold plating is a fine, 2-micron layer of solid gold applied on top of another metal. Our pieces are predominately gold-plated over sterling silver unless noted otherwise. Gold plating lasts according to how it is cared for.
Where are your gems sourced from?
Leah Alexandra Jewelry is made by hand in our Mount Pleasant Studio, as well as by our manufacturers in Jaipur and Italy. Our stones are responsibly sourced from all over the world and are then all sent to Jaipur where the stones are cut, faceted and set. Our manufacturer/supplier in Jaipur is a certified member of the RJC (Responsible Jewellery Council) and is also SMETA audited — the most recognized "gold standard” of certifications which ensures the most ethical practices are used.
These practices include environment, business, labour, safety and transparency. The majority of silver used in our jewelry is recycled. We remain dedicated to creating quality jewelry while embracing sustainability — both to set an example for others and to create a long-lasting positive impact on the lives of those affected and their greater community.
How do I find out my ring size?
We recommend going to your nearest jewelry store to get sized. If that’s not possible, click below!
download ring size sheet
How do I put a photo in my locket?
When can I expect to receive my digital Gift Card?
Digital gift cards are manually fulfilled by our team and will be delivered to your inbox after being processed. Processing times take up to 1 business day.
How can I send a digital Gift Card to the recipient?
Digital gift cards will be delivered by email, please enter the recipient's email or forward the email once you receive it.
Where can I use my Gift Card?
Physical and Digital Gift Cards can be used online or at any Leah Alexandra boutique, including our Spark Studio.
When does my Gift Card expire?
There is no expiration date on your Gift Card.
What if I lose my Gift Card?
Gift Cards are not replaceable if lost, stolen or damaged.