You may exchange and/or receive store credit for most new, unopened and unused items within 14 days of delivery. Discounted items are all FINAL SALE. We will not be responsible for return shipping unless the exchange is a result of our error (you received an incorrect or defective item, etc.).
PLEASE CONTACT US AT INFO@ALIBINYC.COM PRIOR TO RETURNING AN ORDER.
After you have discussed the exchange/store credit with our customer service representative, you can simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail once we've received and processed the item.
We can ship to virtually any address in the world. Please note that there are restrictions on some products, and that some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
We offer free shipping for all domestic order over $100 and international orders over $300.
HOW TO PROPERLY MAINTAIN YOUR WOODEN WICK CANDLE
Wooden wicks provide a unique experience when used in candles. Just like with cotton wicks, they need maintenance in order to perform at their best. The care for a wooden wick, however, is somewhat different from that of a cotton wick.
It's important to always keep your wooden wick trimmed to around 1/8", which is shorter than you might think. You'll want to knock off any ash from the tip of your wick before relighting, and ensure you have a full melt pool before blowing out your candle.
Make your first burn count!
Did you know candles have "memory"? The way you burn your candle the very first time will determine how it burns for the rest of its life! On your first burn, ensure you allow enough time (2-3 hours) for the wax to melt all the way to the edge of the vessel.
If you don't allow a full melt pool to form, your candle can tunnel. An when you burn it again, it may continue to tunnel even allowed to burn for a long time. Burning the candle until you have an even wax pool every time, but especially the first time, is the key to a long-lasting candle that is relatively problem-free.
Trim your wick!
For best burn results, make sure to keep your wick trimmed to 1/8"-1/16" before lighting each time. You can do this by gently breaking off the black bits of the wick with your fingers or use a wick trimmer.
Try not to burn your candles for more than 4 hours at a time! It reduces the life of the candle and can get too hot to the touch. Never leave a burning candle unattended, keep away from children and pets!
You'll know it's time for a new candle when you have about 1/2" wax remaining or when your wick clip becomes visible.
Do I need a PayPal account to purchase from this store?
No, you are not required to have a PayPal account to purchase from this store. Although if you already have a PayPal account you may use it.
How can I cancel my order?
Please contact us within 24 hours if you wish to make a cancellation. We generally process orders 4-6 hours within you order time so please contact us as soon as possible. Please note that a 5% cancellation fee may apply.
When will my order ship?
All orders will be shipped in 2-3 business days unless it is a made-to-order item.
Can I order a sold out item?
Sure thing! Shoot us an email and let us know what you would like to order. Please allow 4-6 weeks for special order on any sold out items. A 30% deposit is required when you place your order and the remaining balance when the order is ready to ship.
How to I polish and store my Alibi Jewelry?
We recommend that you store your Alibi jewelry in the special velvet pouch and/or jewelry box provided with your order. You can also store your jewelry in any air-tight container or bag. Proper storage helps to prevent scratching of stones and metal. It is best to keep jewelry away from extreme heat or moisture. Be careful not to place heavy objects on top of your jewelry during storage and to be gentle when putting on or removing your jewelry. To ensure your jewelry is not crushed during storage, please store it in the Alibi jewelry box that was shipped with your jewelry.
Caring for Gold Vermeil & Gold Fill Jewelry
Gold vermeil is an overlay of gold over a base of sterling silver. Gold vermeil jewelry requires special care. Remember to store your gold vermeil jewelry in an airtight container when not in use- and to remove before applying perfumes, lotions, or before bathing. Chlorine, especially at high temperatures, can permanently damage or discolor your gold vermeil jewelry. Avoid wearing gold vermeil jewelry while using chlorine bleach or while in a pool or hot tub. To clean gold vermeil jewelry, buff VERY gently with a soft and dry 100% cotton cloth or a microfiber cloth. NEVER use chemical cleaners! It can strip the gold finish. It is natural for gold vermeil jewelry to tarnish with time- it adds character to the item, makes it as individual as you are!
Caring for Sterling Silver Jewelry
Sterling silver will tarnish naturally over time but can be cleaned very easily. Be sure to clean the silver only and avoid contact with any stones. Be particularly careful of chlorine. Chlorine, especially at high temperature can permanently damage or discolor your silver jewelry. Tarnish is also accelerated in a humid environment. Oily salts from fingers can also tarnish silver. You can remove light tarnish by using a soft and dry 100% cotton cloth or microfiber cloth and buff gently. Tin foil, baking soda and some hot water can also do the trick! Click here to see how! As with gold and gold vermeil, sterling silver should be kept absolutely dry and stored in an airtight container.
Caring for Oxidized/Patina Jewelry
The blackish color of oxidized sterling silver is a special treatment that is achieved by careful processing. With time and wear the color of the oxidized metal may lighten a bit- this is natural and organic occurrence. This is noticeable more on chains with pendants. If you attempt to clean oxidized sterling silver with a cloth or chemical it may strip off the oxidized finish. Please do not clean oxidized and/or patina jewelry.