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FAQ

Questions and answers

  • How do I place an order on Excliv?

    Ordering on excliv.com is easy and safe. Once you have found the item you would like to purchase, click on the "Add to Cart" button to place it in your Shopping Bag. Follow the directions through the checkout process to complete your order. You will have the option to create an account, log in to an existing account, or guest check out. Once your order is shipped from our warehouse, you will receive an email notifying you of your tracking information.

  • What is the benefit of creating a user account?

    10% Off your first purchase;Birthday Offer; Earn membership rewards.

  • How can I pay for order?

    You can pay using Visa, MasterCard, American Express, Discover, PayPal and Excliv Gift Card. These payment methods are all 100% secured. All submitted personal and payment information is encrypted and secure. Payments are managed by CyberSource, our business partner. Alternatively, if you’d like to make your payment in installments you can do so by selecting PayPal at the check out. If you have not received any order confirmation after placing an order, please contact us at hello@excliv.com to confirm if your payment went through successfully.
  • Where is my order?

    When your order is fulfilled, you will receive an email with a tracking number + order details. (psst!...make sure to check your spam folder if you don't see it in your inbox!) You can also track the order status by clicking “TRACK ORDER”on the sticky header of any Excliv page.
  • Can I cancel or modify my order?

    We can cancel your order as long as it has not yet been processed or packaged. Keep in mind that orders are processed very quickly so we recommend that you let us know about any changes as soon as possible. To cancel your order, please email us at hello@excliv.com with your order number and we can cancel and refund the original method of payment for you.
  • Can I edit my order shipping adress?

    If your order has not yet shipped, email us at hello@excliv.com with the new address and order number and we can adjust it for you. If the order has already been processed and shipped, we’re not able to adjust the address for you!
  • Can I get my purchase gift-wrapped?

    All Excliv orders come with an Excliv jewelry box and pouch, which are perfect for any gift occasion.
  • What happens if an item is out of stock?

    On the rare occasion an item is sold simultaneously to multiple customers online, the stock information may become temporarily inaccurate. In this case, we will contact you right away, to cancel the items which are unavailable or exchange with other items and proceed with the rest of the order.
  • Excliv Shipping Guide

    We are only focusing United States market at this time. Shipping costs $10 or FREE on orders over $50.
  • How fast are orders processed?

    Orders placed by 1:00 PM EST, Monday through Friday, will be processed the same day and shipped the following business day. For example, if the order is placed before 1PM on Monday, the order will be processed on Monday.

    Orders placed after 1:00 PM EST, or on weekends and holidays, will be processed on the next business day and shipped the following business day. For example, if the order is placed after 1PM on Monday, the order will be processed on Tuesday.

    *Shipping is calculated based on business days only; we do not ship on Saturdays, Sundays, and holidays.

    *The pick-up/processing day does not count as a ship day. Most orders will leave within 2-3 business days after processing.

  • When will I receive my order?

    Domestic shipping in the USA should take 5-7 business days via USPS Mail Service for all orders.

    *For security purposes, all deliveries require a signature.

    *Please allow extra time when shipping to remote rural areas and during peak holidays.

    *When your order ships, we will send you a Shipping Confirmation email with a tracking number and direct link you can use to track your order.

  • What happens if I refuse my shipment?

    If you refuse delivery of any order placed on Excliv, the parcel will be returned to us. You will receive a refund for the merchandise, but shipping charges are unfortunately non-refundable.

    *Please note that we do not offer free returns service at the moment.

    *Please ensure that the item is returned in a new and unused condition and in their original packaging within 14 business days of receiving your original order.

  • What should I do for lost packages?

    If you want to make any adjustments to your address, please be sure to reach out to us at hello@excliv.com before your order is dispatched.

    Unfortunately, once your order has been dispatched, we cannot modify your delivery address. You will need to contact Upsp directly in your region.

    Please note that EC will not be responsible for any extra shipping charges related to changing your delivery address.

  • What are your business hours?

    Our customer services team is available Monday-Friday from 10AM-6PM EST. Please fill out our contact form and we'll get back to you within 12 hours.
  • How can I pay for my order?

    You can pay using American Express, Apple Pay, Diners Club, Discover, Google Pay, JCB, MasterCard, Shopify Pay, Visa, PayPal and Excliv Gift Card.

    If you have not received any order confirmation after placing an order, please contact us at ** to confirm if your payment went through successfully.

  • Is my payment secure?

    Our customers' privacy is of the utmost importance to us. All submitted personal and payment information are encrypted for your security.
  • My payment has been declined.

    • Please check your card details in your account to ensure the information is correct, e.g. the expiry date or your billing address.

    • Ensure that you entered the security code correctly – the three digit number on the back of your card.

    • Your payment may have been declined by your bank – please check with your bank.

    • If you’ve checked all of the above, we suggest you try paying with another credit card

  • What is the security code on my credit card?

    A security code is made of 3 or 4 digits. This code is used to secure sales transactions made online.

    This code can be located as follows:

    • For American Express credit card users: the 4-digit code is printed on the front of your card, to the right of your main credit card number.

    • For all other credit card users (Visa, Mastercard, Discover…): the 3-digit code is printed on the back of your credit card, in the signature box.

    If your payment is not going through while you try to purchase online, you may need to contact your Bank Institution to request for your transaction to be approved. Alternatively, you can try using another method of payment.

  • Will I be charged extra sales tax?

    All the prices displayed online on EC are tax inclusive.
  • What is your return policy?

    We want you to love your Excliv jewelry as much as we love making it. If for any reason you are not completely satisfied with your purchase, we gladly accept returns and exchanges within 30 days of purchase:

    RETURNS

    • We accept returns for unworn jewelry with original packaging within 30 days of delivery. Send us a message at hello@excliv.com, and we can help you with the return.

    • Items must be returned back to us within 30 days of delivery.

    • Shipping costs that the buyer paid are non-refundable.

    • All the pierced earrings and customized products cannot be returned or exchanged.

    • Returns that are not in original condition, outside of this time frame or unauthorised returns cannot be accepted.

    EXCHANGES

    • We accept exchanges for unworn jewelry within 30 days of delivery. Send us a message at hello@excliv.com, and we can help you with the exchange.

    • Items must be returned back to us within 30 days of delivery.

    • There may be a re-work fee depending on the nature of the exchange.

    • Buyers are responsible for shipping the item back to us, as well as shipping the new item back to the buyer.

    • All the pierced earrings and customized products cannot be returned or exchanged.

    • Returns that are not in original condition, outside of this time frame or unauthorised returns cannot be accepted.

    • No exchanges or refunds are permitted for sale goods and promotional items. We currently do not process exchange for a different product.

  • How do I exchange or return a product?

    To start your return/exchange, please email: hello@excliv.com and we will send you the required form for returns/exchanges. Customers are responsible for return shipping fees. All shipping fees are non-refundable.

    Excliv recommends you ship your package with insurance and use a trackable shipping method to secure your package. Excliv will not be responsible for any loss during the transportation.

  • What to do when I received a faulty or damaged item?

    If you received a damaged/faulty item, please contact us at hello@excliv.com to arrange for a new item to be delivered to you. Damaged/Faulty items will only be accepted if the goods are delivered to the customer damaged. All items returned as damaged/faulty will be inspected, and any item displaying damage deemed to be a result of fair wear and tear will not be accepted as damaged/faulty.

    Delivery charges for return will be reimbursed upon review and approval.
  • I received an incorrect item or an item is missing.

    If you received an incorrect item, you can exchange it for the correct item or receive a full refund. To begin the process, you can contact Customer Service: hello@excliv.com for further assistance.
  • When will I receive my refund?

    The amount to be refunded for the purchased items(s) shall be reimbursed via the original method of payment used by the Customer. The refund will be issued within 7 business days after the returned product has been delivered to our warehouse for inspection. You will receive an email notification once your return is processed.

    Please note the original shipping charges incurred at the time of purchase and the return shipping charges are non-refundable. EC reserves the right to refuse an exchange or a return that does not meet the above requirements at EC’s sole discretion.
  • What is Excliv warranty?

    The Warranty for Excliv jewelry is one year from the date of purchase (with proof of receipt) covering manufacturing defects but do not cover fair wear and tear, accidental damage or misuse. If you have any problems with an item within the guaranteed period, please Contact Us at hello@excliv.com providing your original order number and outlining the repair issue.
  • How do I repair an Excliv piece of jewelry?

    Our One Year Free Repair Policy covers circumstances where your necklace or bracelet chain or a piece of the piece breaks without force being applied to it, or a stone has fallen out. We will repair the piece free of charge. Please email hello@excliv.com with a picture of the piece and we will get you all fixed up!

    If a child accidentally pulls it and the chain breaks or you snag it while working out and accidentally break the chain, these accidents are not covered under our free repair policy and we will not responsable to repair it.

    Also, because everyone has a different chemical balance within their body which affects how various metals wear on your skin, we don’t offer re-plating on our pieces at this time. For more information on how to properly care for your jewelry, please refer to our Jewelry Care page.
  • How do I purchase an excliv gift card?

    You may purchase an Excliv E-Gift Card online at https://excliv.com/products/gift-card
  • How do I use my Excliv gift card to make a puchase online?

    To use your Excliv Gift Card online, simply proceed through the checkout as though you were using a credit card. As payment method, select Gift Card and enter your Gift Card number and PIN.

    The amount of your purchase plus tax and shipping fees will be debuted from the value of the card. It the value of your Excliv Gift Card does not cover the full cost, a credit card may be used to cover the difference.

  • How do I check the balance of my Excliv Gift Card?

    You can check your gift card balance at https://Excliv.com/products/gift-card
  • Can my Excliv Gift Card be redeemed for cash?

    Gift Cards cannot be redeemed for cash except where required by law.
  • Can I return my Excliv Gift Card?

    Gift Cards are non-returnable once purchased.
  • How should I care for my Excliv Jewelry?

    Follow these tips below to keep your Excliv treasures looking as good as new:

    • Wipe your jewelry after each wear with a soft, gentle cloth.

    • Store your jewelry in a sealed zip bag when not in use.

    • Avoid harsh chemicals, such as chlorine in pools & hot tubs, lotion, perfume, and hairspray.

    • Avoid sleeping in jewelry to prevent unnecessary wear and tear.

    • If your jewelry is looking dull, you can polish it right up with a polishing cloth!

    • To clean them, wash with lukewarm water and unscented soap.

    Please read our JEWELLERY CARE for more information.

  • How do I know my Excliv jewellery and ring size?

    To find your best fit, check out our size guide, here, and follow the instructions.(here)

    In addition to this, each product from Excliv has a description including the specific product measurements and chain length for bracelets and necklaces.