POST ORDER CHANGES & CANCELLATIONS
We cannot make any adjustments to personalized, made-to-order and/or 14KT pieces once the order has been placed.
If you believe you entered a personalization wrong or didn't add one at all, you have 24 hours to contact us to confirm it. You may email us at firstname.lastname@example.org to double check!
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!
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 email@example.com to request a split. If the order still falls within our estimated TAT, a shipping fee of $7.00 will be collected.
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.
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 firstname.lastname@example.org before your order has been shipped and we will help you with-next steps. *An additional fee will apply.*
NOTE: The address adjustment will not appear on your original purchase receipt or when the order ships. We'll provide proof of the address adjustment when we respond to your request.
International orders outside of the USA are shipped with USPS First Class International Mail or DHL. First Class parcels will take anywhere from 1-4 weeks to arrive depending on your location. Orders shipped with DHL will arrive within 2-5 business days.
Please note that The M Jewelers does not have any control over these fees and we cannot advise as to what the costs will be as they vary by country. For more information, please contact your local customs office.
Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.
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.
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.
If you notice something wrong, please email email@example.com immediately with all necessary address information. Your package will be sent back to your updated address upon inspection.
*The address change will not reflect in the automated email you receive when your item is re-shipped to you.
We strongly recommend protecting your order with our Simply Shipping Insurance that is automatically added to cart when shopping with us. Should you remove this protection, you will not be eligible for any complimentary replacements or store credit.
If you purchased Simply Shipping Insurance, you can file a claim here.
The M Jewelers are not liable for unforeseen issues caused by USPS, FedEx, & DHL at the delivery location.
RETURNS AND EXCHANGES
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).
Return shipping charges will be the responsibility of the customer, and all returns must be sent with a signature requirement for any courier used. Please provide us with the tracking number upon shipping.
Made-to-order items are not eligible for any exchanges.
*We will not be responsible for any packages returned without proof of our signature upon delivery.*
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.
REPAIRS AND REPLACEMENTS
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 firstname.lastname@example.org 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.
PROMO CODES & DISCOUNTS
If you placed an order and forgot to add the discount code, please contact Customer Service right away and we can manually apply the discount for you. We kindly ask that you do all calculations prior to ordering to prevent an accidental charges.
*Price adjustments will not be honored.
GOLD VERMEIL CARE
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.
204 MULBERRY ST
NEW YORK, NY 10012
Visit us everyday Monday - Sunday from 11am - 7pm EST!
*Be sure to sign up for our mailing list to be in the know about all future in-store events and giveaways.
Appointments are only needed for engagement ring consultations or another custom order inquiries that may require extra attention from our team.
RESTOCKS & NEW ARRIVALS
Subscribe to our exclusive mailing list for updates on new arrivals, item restocks and promotions!
*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 email@example.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.