Can I cancel my order?
All ready-to-ship items have a 1 hour cancellation period. Any orders placed on Friday evening - Sunday that need to be cancelled will pushed through the following business day. After the 24 hour period has elapsed, we are no longer able to cancel your order.
Personalized, made-to-order pieces and 14KT gold jewelry cannot be cancelled once the purchase has been made.
We process personalized orders once a day, everyday, and once an order has been submitted to production we can no longer make any adjustments or facilitate a cancellation.
You may inquire, but please be advised that we may not be able to honor your request.
Thank you for your understanding!
What are your shipping options?
*Shipping timelines go into effect after the order has been physically dispatched. All personalized, made-to-order items must undergo the full production period before shipping.*
USPS FIRST CLASS MAIL (3-5 BUSINESS DAYS) — $7.00
*Orders valued at $150.00 USD or more qualify for free standard shipping!
USPS PRIORITY (1-5 BUSINESS DAYS) — $12.00-$14.00 (Cost is calculated by location)
FEDEX EXPRESS (1 DAY) — $40.00
*USA only. Please select DHL at checkout if you are international.
USPS INTL SHIPPING (1-4 WEEKS) — Calculated in Cart. VAT not included.
*International orders valued at $300.00 USD or more qualify for free shipping!
NOTE: Non-personalized & Personalized combined orders will be shipped together once your personalized pieces have been received by our fulfillment center. If you would like to receive your non-personalized items sooner, please email us at contact@themjewelersny.com to request a split. If the order still falls within our estimated TAT, a shipping fee of $7.00 will be collected.
How long will it take to ship my order once it's complete?
All personalized, made-to-order, and 14KT items spend 7-21 business days (1-4 weeks) in production before shipping. Kindly note that selecting expedited shipping at checkout will not prioritize the production of your piece.
Additionally, orders that contain multiple made-to-order items can delay shipping. Our Fulfillment Team waits for all items to be received before dispatching. Orders containing multiple MTO pieces have a TAT of 5-6 weeks.
Non-personalized, ready-to-ship items ship within 3-4 business days. Express shipping methods will go into effect after your order has been shipped.
Do you require a signature for packages?
We do not require a signature upon delivery for for any gold vermeil and sterling silver items.
If your order includes fine jewelry, a signature will be required to release the package. Should you wish to remove the signature requirement off your order, The M Jewelers will not be held liable for any delivering discrepancies with the post office.
If you wish to include this service on your order for gold vermeil or sterling silver order, please reach out to us directly at contact@themjewelersny.com before your order has been shipped and we will help you with-next steps. *An additional fee will apply.*
Will expedited shipping accelerate the creation of my order?
SELECTING EXPRESS SHIPPING WILL NOT EXPEDITE THE PRODUCTION PROCESS.
USPS Priority shipping is a service we offer that will ensure your package is expedited once it leaves our facility. This being said, we still have to put each order through the full production process to ensure all personalized pieces are up to our standards before dispatching.
Please allow 3-4 business days for stock items to be shipped, and 1-4 weeks for personalized orders to be created before shipping (this does not factor in quality control or shipping times).
Should you choose to have the express shipping fee refunded, the shipping method will be downgraded to USPS First Class Mail.
Please place your custom orders accordingly with enough time to be made and shipped.
Why is my package delayed?
Majority of our personalized pieces are handmade to order and may experience a delay. This is contingent on our order volume and the time of year your order has been placed.
Customers who place orders around Black Friday, Christmas and our Memorial Day Sale can anticipate a slight delay to arise.
Orders that need to have cubic zirconias or diamonds set may especially endure delays due to the intricate process of stone setting.
The M Jewelers will not be held accountable for any delays in shipping caused by weather conditions, issues with international customs, or any other circumstances beyond our control.
What’s your return policy?
All purchases made with a discount code are final sale. Additionally, personalized jewelry pieces are non-refundable and can be returned for a store credit only.
This includes nameplates, name rings, engraved items, and any item listed under our personalized section (single initial items, angel & varsity number pieces).
To be eligible for a Return for Refund, you may remove the discount code at checkout (non-personalized items only).
When can I expect my refund?
All refund requests are reviewed before approval. To kindly reiterate again, all personalized items and orders made with a discount code are final sale.
Please note that sending in a refund request does not guarantee that we will approve it. Should we approve your request, you will receive a refund notification, and your money will return to the original method of payment within 5-10 business days.
Rejected requests will be followed up with a tailored solution.
What’s your policy regarding broken or discolored items?
We have an INSURANCE/WARRANTY policy that is automatically introduced to your cart when shopping with us. If this addition is kept, your items are warrantied for 120 days which starts on the day that your order was delivered (verified by tracking).
If the insurance was removed, you will not be eligible for any complimentary repairs or replacements. All costs will be out of pocket, or you can be issued store credit for the goods.
Should you have any issues with your pieces purchased directly from The M Jewelers website or in store within that timeframe, please reach out to Customer Experience at contact@themjewelersny.com with your order number and photos of the damage(s).
All pieces over 120 days old will be subject to our review, and will be directed to our Repairs Portal.
*An additional fee will incur to repair your items and cannot be waived.
Should your gold vermeil pieces experience tarnishing or fading after some time, do not worry as this is normal for any type of plated jewelry!
You may notice typically after 6 months of wear your pieces may become compromised.
Tarnishing and fading will occur when exposed to excessive amounts of water, high humidity areas, body lotions, alcohol based products, sunscreen, perfume, and hairspray. Your own skin pH can effect the jewlery as well.
If the jewelry was left unworn in a box over a long period of time, the environment in which the jewelry is stored can compromise it too.
Gold vermeil, gold-plated, and gold-filled items can last a relatively long time with proper care and storage.
Please keep in mind *rings are susceptible to wear and tear much faster than necklaces, earrings, and bracelets due to how often we use our hands and the substances that come in contact with them.
For jewelry that is durable, you can wear everyday and in water, we highly recommend investing in a 14KT solid gold piece.
If any of your items have become tarnished or faded, we offer an array of services that can restore your jewelry back to its original condition! Please contact the Customer Service team for more information.
How long will a personalized order take if I order in store?
Since our store orders go through the same production process as our online orders, please allow 1-4 business weeks for completion. Once your order is ready, we will either ship it to you, or reach out to you to via phone or email pick it up!
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*The safety of children is incredibly important to us, which is why we only use quality materials when creating our jewelry pieces. Please note that children under the age of 3 years old must wear our jewelry under adult supervision at all times.
We would love to hear from you!
After carefully reading our FAQ page, if you still have questions or concerns please email us at contact@themjewelersny.com
Our customer service hours are Monday-Friday 10am-6pm EST.
We will try to get back to you as soon as possible, but please allow 12-48 business hours after submitting your request for a representative to contact you.
