Welcome to the Exalina FAQ.

We’re here to answer your questions. If you need further assistance, please contact us

How long will it take to receive my order?

Here are our estimated delivery times:
● Handling time: 1-2 business days
● Transit time: 6-9 business days
● Estimated delivery time: 7-11 business days
For more details, please refer to our Delivery Policy.
Delivery times are estimates only and do not form part of a contractual guarantee.

Do you offer free delivery?

Yes, we offer free shipping on all orders within the United Kingdom. For more information, please check our Delivery Policy.

Why do you ship orders directly to customers in the UK?

To offer the best value and ensure high-quality craftsmanship. This allows us to maintain a curated collection and deliver orders directly to your door in the UK.

What payment methods do you accept?

We accept the following payment methods:
● American Express
● Apple Pay
● Google Pay
● MasterCard
● Visa
For more details, please refer to our Terms of Service.

What if I receive a defective product?

If you believe your item is defective, please contact us at hello@exalina.com with your order number, clear photos, and a description of the issue.

All warranty claims are subject to verification. This may require the return of the item for physical inspection to confirm the nature of the defect and determine the appropriate remedy (replacement or refund).

This process does not affect your statutory rights under the UK Consumer Rights Act 2015.

Can I cancel my order after it’s placed?

Unfortunately, we cannot make any changes or cancellations once your order has been processed and shipped. However, once you receive your package, you are welcome to return it for a refund by following our return instructions. Please note that for "change of mind" returns, the customer is responsible for the return shipping costs. For more details, please see our Return Policy.

What is your return policy?

We have a simple and hassle-free return process. You have 30 days from the date of delivery to return your items. For complete details, please visit our Return Policy page.

When will I get my refund after returning a product?

Once we receive and inspect your returned item, your refund will be processed. Refunds typically appear on your original payment method within 7 business days, depending on your bank or payment provider. See our Refund Policy for more details.
This does not affect your statutory rights under the UK Consumer Rights Act 2015.

How can I contact customer support?

You can reach our customer support team through the Contact Us page or by emailing us at hello@exalina.com .

Do you ship internationally?

No, we currently ship exclusively within the United Kingdom.

Do you have a physical store location I can visit?

We are an online-only store, which allows us to offer the best prices and a wide selection of premium jewellery.

What is the process for exchanging a product?

For detailed information about product exchanges, please refer to our Return Policy. Typically, we process exchanges as a return followed by a new purchase.

How can I track my order?

You can track your order through the Track Order page on our website once you receive your tracking number via email.