Question 1

Where can I purchase Alex Moss New York jewelry?

Accepted Answer

Alex Moss pieces are available at Alex Moss New York retail locations or online at alexmossny.com. The only other retailers authorized to sell Alex Moss New York merchandise in the United States are Maxfield, The Webster, and Mr. Porter. Internationally, Selfridges London is the only authorized retailers.

Question 2

Why isn’t my order going through?

Accepted Answer

Why isn’t my order going through?

Oftentimes, due to the high price of the item and the unfamiliar merchant, your card may decline or the transaction will fail. We’d like to let you know that this is completely normal. We encourage you to try purchasing again or to get in touch with your bank for them to give you the proper authorization to do so. If you have any further questions or concerns, please feel free to reach out to a client relations specialist.

In addition, note that when authorizing the purchase, alexmossny.com sends a request to the issuing bank for payment approval. If the bank does not provide an authorization, here are a few possible reasons why:

The billing information is inconsistent with what the credit card company has on file
The expiration date was entered incorrectly at check out
The card's CVV code is incorrect
The balance to authorize is higher than the transaction limit set with your bank. You will need to contact your bank to authorize the charge

Question 3

How can I get a receipt or proof of purchase?

Accepted Answer

All online purchases and order history are saved when you create an account on alexmossny.com. For a purchase that was made at an Alex Moss New York store, please contact the store directly. Should you require further information concerning a specific Alex Moss New York piece, please contact one of our Client Relations specialists by email, chat or phone (212) 575 - 4715 .

Question 4

Are prices subject to change on alexmossny.com?

Accepted Answer

Yes, prices are subject to change. For questions and adjustments regarding prices on alexmossny.com, please contact us at support@alexmossny.com or call (212) 575 - 4715 .

Question 5

Can I purchase items to be delivered outside of the United States?

Accepted Answer

Yes. We provide shipping internationally, to all countries, via FedEx Insured International Priority Shipping.

Question 6

Does Alex Moss New York offer any financing options?

Accepted Answer

We offer Affirm with purchases made through our website, alexmossny.com .

Question 7

What if a price is incorrect on my order?

Accepted Answer

We work hard to ensure the accuracy of pricing, but despite our best efforts, pricing errors may occur. If an item's correct price is higher than our stated price, we will, at our discretion, contact you for instructions before shipping. If we are unable to contact you after 7 days we will cancel your order and notify you of such cancellation. If an item's correct price is lower than our stated price, we will charge you the lower amount when your order is shipped.

Question 8

Where can I find Alex Moss New York Location and Hours?

Accepted Answer

You can find the location, hours of operation and contact information at our Alex Moss New York flagship page . You can also use a search engine, such as, Google Maps or Apple Maps in order to receive this information.

Question 9

Do you recommend booking an appointment when visiting a location?

Accepted Answer

Yes, even though it is not mandatory. We would recommend that you book an appointment so that we may offer the proper assistance.

Question 10

Will I have to wait when visiting an Alex Moss New York location?

Accepted Answer

If we are busy, and at our customer capacity. There may be a waiting period before you are accompanied by a retail associate. In order to circumvent this, it would be best to book an appointment .

Question 11

How can I track an order I placed?

Accepted Answer

Once your order has been shipped. You will receive an email with the proper tracking information.

Question 12

What if I need to change my shipping address?

Accepted Answer

If you need to make changes to your shipping information, please follow the instructions in your shipping confirmation email. If you used Affirm for your purchase, unfortunately your shipping address cannot be changed.

Question 13

Is a signature required upon delivery?

Accepted Answer

Yes. All online orders require signature upon delivery.

Question 14

What are the available Shipping options?

Accepted Answer

Alex Moss New York provides complimentary shipping in the United States. All orders over $2,000, before tax, will be shipped via FedEx 2 Day shipping, while orders that exceed $2,000 will be via FedEx Standard Overnight shipping. For international orders, there is a $100 shipping fee. Your order will be shipped via FedEx International Priority shipping.

Question 15

What if I realized I entered the wrong information on my order after it was accepted?

Accepted Answer

Please contact a Client Relations Specialist at support@alexmossny.com or by phone (212) 575 - 4715 .

Question 16

What is your return policy?

Accepted Answer

Alex Moss New York offers a full refund for returns of purchased items under $10,000 USD that are requested within 7 days of purchase, provided purchased items are in sale-able condition with no damage or signs of wear. Items must be shipped by the customer at their own cost to our fulfillment center: 580 5th Avenue, Suite 900, New York, NY 10036. To initiate a refund request within 7 days of your purchase, please contact us . Items subject to “ Inquire ” carry a unique return policy – As these items are not eligible for a refund only can be exchanged. Please contact a member of our Client Relations team for further information. Purchased items can also be accepted for store credit or exchange if returned in saleable condition within 14 days, accompanied by a sales receipt. Some exclusions may apply. Items must be returned in their original packaging and in saleable condition. Alex Moss New York offers complimentary shipping for any item that you’d like to return for store credit or exchange. A shipping label will be provided once the exchange is confirmed. Then drop off your package at the nearest FedEx location. A merchandise credit will be issued to the purchaser upon request if payment has already been received. Gift recipients are also entitled to a merchandise credit. Cash refunds are not available for returns made at our retail locations. In order to return your item for store credit or exchange, please contact us here .

Question 17

If I return an item financed with Affirm, will I be charged?

Accepted Answer

A refund will be posted to your Affirm account once we process your return. For most orders, Affirm will not charge you as long as your order is returned within 30 days of the date your order was placed. If your return is processed after 30 days, you will be charged for the interest for your loan up until the return. In the event that you return only part of your order, the amount of the merchandise that you returned, along with applicable taxes and fees, will be refunded to your Affirm account, and you will be responsible for paying off the balance with Affirm. If you have any questions for Affirm on the management of your Affirm account, please contact help@affirm.com or call 1-855-423-3729 to connect with their customer care team.

Question 18

How can I cancel my order?

Accepted Answer

Please contact a member of our Client Relations team for assistance. Some orders cannot be cancelled; we will be happy to assist you with a return if needed. Custom orders do not apply.

Question 19

Why was my order cancelled?

Accepted Answer

In some instances, an order is cancelled due to the item no longer being in stock. As many of our items are made with limited quantities. There are also times an order is cancelled due to incorrect or inconsistent customer information. If you would like to continue with your order, please ensure all credit card, billing and shipping information is accurate and create a new order on our site or by contacting a member of our Client Relations team or visit our store for further assistance.

Question 20

How can I get an item repaired?

Accepted Answer

Should your jewelry ever need servicing - Please reach out to a member of our client relation team via email or by calling our store to request a repair.

Question 21

What is the warranty policy?

Accepted Answer

We offer a lifetime warranty on manufacturing defects. This does not cover accidental damage, normal wear and tear, or loss of stones. This policy only applies to items purchased from an Alex Moss New York retail location or online.

Question 22

Where can Alex Moss New York rings be resized?

Accepted Answer

Depending on the design, select rings can be resized. Please contact a client relations specialist who will further assist.

Question 23

Why insure your jewelry?

Accepted Answer

Insuring your new purchase can be quick and easy and gives you the freedom to wear your jewelry without worry, knowing it’s protected from misplacement or theft. We do not provide insuring services or recommend any specific insurers. That responsibility is on the customer and at their discretion.

Question 24

Do you offer appraisals or authentication?

Accepted Answer

Alex Moss New York does not offer appraisal services. For appraisal services, we suggest contacting an independent appraiser or appraisal company with individuals who possess certified credentials in these services. We encourage you to only buy Alex Moss New York merchandise from an authorized retail location or online at alexmossny.com . Items that are eligible will come with an Alex Moss New York Only merchandise purchased at an Alex Moss New York store, online at alexmossny.com or by an authorized retailer is guaranteed to be authentic Alex Moss New York. Consumers should be cautious of counterfeits when purchasing any merchandise from any non-authorized retailer, including from any online marketplace, even if “authentication” services are offered.

Question 25

What is the minimum spend for a Custom Piece?

Accepted Answer

The minimum spend for any Custom item $10,000 USD.

Question 26

What metal options are available for Custom Pieces?

Accepted Answer

We offer Silver, Platinum, and Gold (10K, 14K, 18K, 22K and 24K) metal options.

Question 27

Do you work with lab-grown diamonds or only natural stones?

Accepted Answer

We only work with natural diamods.

Question 28

What is the turn around time for a Custom Piece?

Accepted Answer

The Custom order process takes between 3-10 weeks depending on the complexity of the project.

Question 29

How do I get started in the Custom order process?

Accepted Answer

Fill out the form on the Custom page detailing what you are inquiring about creating. Soon after, a member of our Client Relations Team will contact you to further assist.

Question 30

Is a deposit required in order to begin?

Accepted Answer

Yes, we require a $2,500 USD deposit in order to begin a Custom Piece.

Question 31

What types of stones and materials do you offer to work with?

Accepted Answer

We offer a variety of stones from semi-precious/precious gemstones to pearls to organic materials, not only diamonds.

Frequently asked questions