FAQ
RETURN POLICY
You may exchange or receive store credit for most new, unopened, and unused items within 14 days of delivery.
Discounted items are FINAL SALE.
Customers are responsible for return shipping unless the exchange is the result of an error on our part, such as receiving an incorrect or defective item.
Please contact us at info@alibinyc.com before returning an order.
Once your return or exchange has been approved by our customer service team, we will provide instructions for sending your item back. Items must be returned in their original condition and packaging.
Once we receive and process your return, we'll notify you by email.
We ship to addresses throughout the United States and internationally.
Free shipping is offered on domestic orders over $100 and international orders over $300.
Orders are generally shipped within 2–3 business days, unless the item is made-to-order or otherwise noted on the product page.
Shipping times vary depending on the destination and shipping method selected at checkout. International customers are responsible for any applicable customs duties, taxes, or fees imposed by their country.
CAN I CANCEL MY ORDER?
Please contact us within 24 hours if you need to cancel an order.
We generally begin processing orders within a few hours of purchase, so please reach out as soon as possible. Once an order has entered processing or shipped, we may not be able to cancel it.
A 5% cancellation fee may apply to approved cancellations.
WHEN WILL MY ORDER SHIP?
Most orders ship within 2–3 business days.
Made-to-order pieces and items with extended processing times will ship according to the timeframe noted on the product page.
If you have a specific question about the status of your order, please contact us at info@alibinyc.com.
CAN I ORDER A SOLD OUT ITEM?
Possibly! Some ALIBI pieces can be made or reordered in limited quantities.
If there's something you're hoping to purchase that is currently sold out, send us an email at info@alibinyc.com and let us know what you're looking for.
For pieces available by special order, please allow approximately 4–6 weeks. A 30% deposit may be required when the order is placed, with the remaining balance due before shipment.
We'll let you know what is possible for the particular piece you're interested in.
CANDLE CARE
HOW DO I CARE FOR MY WOOD WICK CANDLE
Wooden wicks provide a beautiful, gentle crackle, but they do require a little maintenance to burn properly.
Make your first burn count.
On your first burn, allow enough time for the wax to melt all the way to the edges of the vessel, creating a full and even melt pool. Depending on the size of your candle, this will generally take 2–3 hours.
Candles develop a "memory," so establishing a full melt pool on the first burn helps prevent tunneling during future burns.
Trim your wick.
Before each burn, keep your wooden wick trimmed to approximately 1/8"–1/16".
After burning, allow the candle to cool completely and gently remove any charred or ashy material from the top of the wick before lighting again. You can use your fingers or a wick trimmer.
A few more tips:
- Do not burn your candle for more than 4 hours at a time.
- Never leave a burning candle unattended.
- Keep candles away from children, pets, drafts, and anything flammable.
- The vessel may become hot while burning, so place it on a stable, heat-resistant surface.
- Discontinue use when approximately 1/2" of wax remains or when the wick clip becomes visible.
Proper care will help your candle burn more evenly and extend its life.
JEWELRY CARE
HOW SHOULD I STORE MY ALIBI JEWELRY?
We recommend storing your ALIBI jewelry in the pouch and/or jewelry box included with your order.
When not being worn, jewelry is best kept somewhere cool, dry, and away from moisture and direct sunlight. An airtight jewelry pouch or container can also help slow tarnishing, particularly for sterling silver and gold vermeil.
Avoid storing pieces loose together, as chains and stones can scratch or become tangled. Be gentle when putting on and removing your jewelry, and avoid placing heavy objects on top of your pieces.
CARING FOR 14KT GOLD FINE JEWELRY
Our 14kt gold jewelry is made to be worn and enjoyed for years to come, but like all fine jewelry, it will naturally develop small scratches and signs of wear over time.
To keep your pieces looking their best:
- Remove jewelry before swimming, bathing, or exercising.
- Avoid prolonged exposure to chlorine, salt water, and harsh chemicals.
- Apply perfume, lotions, oils, and other beauty products before putting on your jewelry and allow them to absorb fully.
- Store pieces separately in their jewelry pouch or box when not being worn.
- Avoid exposing delicate pieces to unnecessary pulling, bending, or impact.
- Clean gently with a soft, dry microfiber or 100% cotton cloth.
For a deeper clean, you may use a small amount of mild soap diluted in lukewarm water, followed by a thorough rinse and gentle drying with a soft cloth. Avoid abrasive cleaners, polishing compounds, and harsh chemicals.
A little wear is part of the life of fine jewelry. Small surface scratches are normal and can be professionally polished when needed.
CARING FOR GOLD VERMEIL & GOLD-FILLED JEWELRY
Gold vermeil and gold-filled jewelry require more care than solid gold because the surface contains a layer of gold that can gradually change with wear.
To help preserve the finish:
- Remove jewelry before bathing, swimming, exercising, or sleeping.
- Avoid perfumes, lotions, oils, and other beauty products coming into direct contact with the jewelry.
- Keep away from chlorine, bleach, and other harsh chemicals.
- Store in a dry, airtight container or jewelry pouch when not being worn.
- Gently buff with a soft, dry 100% cotton or microfiber cloth when needed.
- Do not use chemical jewelry cleaners or abrasive polishing cloths, as they may damage the finish.
Over time, the gold surface may naturally show signs of wear, particularly on pieces that receive frequent friction or contact. This is normal and not considered a defect.
CARING FOR STERLING SILVER JEWELRY
Sterling silver naturally tarnishes over time, particularly when exposed to moisture, humidity, air, and the oils from our skin.
To minimize tarnishing, store sterling silver in a dry, airtight container or jewelry pouch when not being worn.
For light tarnish, gently buff the silver with a soft, dry 100% cotton or microfiber cloth. Take care around stones, as some gemstones can be sensitive to polishing or cleaning products.
Avoid prolonged exposure to chlorine and harsh chemicals, which can permanently discolor or damage sterling silver.