FAQ

POST ORDER CHANGES & CANCELLATIONS

Can I edit my order?

Once an order is placed, we allow a 10-minute window to make any post-order changes. If you are outside of the 10 minute window, your order has already been submitted to production and cannot be revoked. Please email contact@themjewelersny.com within this timeframe should you wish to make any adjustments.

Can I cancel my order?

Order cancellations must be requested within 30 minutes of purchase. A refund will be issued within 10-15 business days, no exceptions. If you are outside the 30 minute window, your order has already been submitted to fufillment/production and cannot be revoked. Please email contact@themjewelersny.com within this timeframe. 
 
Please note that during weekends (Saturday and Sundays), peak seasons like Black Friday, Cyber Monday and major Holiday Sales including Mothers Day, Fathers Day, Labor Day, Fourth of July, Memorial Day and Christmas all orders are FINAL and cannot be cancelled or refunded.

SHIPPING

What are your shipping options?

USPS FIRST CLASS MAIL (4-5 BUSINESS DAYS) — $7.00
*Orders valued at $100.00 USD or more qualify for free shipping!

USPS PRIORITY (1-5 BUSINESS DAYS) — $12.00-$14.00 (This is calculated by location)
FEDEX EXPRESS  — $40.00 
*USA only. Please select DHL at checkout if you are international. 

INTL SHIPPING — Calculated in Cart. VAT not included. 
*International orders valued at $300.00 USD or more qualify for free shipping!

NOTE: Selecting expedited shipping does not prioritize or rush any personalized, made to order items. The shipping goes into effect once the item has been physically dispatched.

How long will it take to ship my order once it's complete?

Non-personalized orders are processed and shipped within the next business day. You will receive an emailed shipment notification with tracking information once the order is complete and ready for shipment.

*During holidays and high sale seasons, orders may incur a slight delay due to an excessive amount of orders being fulfilled.

Personalized & 14KT made to order items can spend anywhere up to 8-20 business days in production before shipping, plus shipping time. 

Non-personalized & Personalized combined orders will be shipped out together once the personalized pieces are complete. If you would like to receive your non-personalized items sooner, please email us at contact@themjewelersny.com to fill out a Credit Card authorization form for additional shipping charges. *Shipping fees will vary depending on destination.

Our turnaround time is only an estimation, never a guarantee due to the unforeseen intake of orders at any given hour of the day. Every personalized item we create is processed through a systematic production procedure that is anticipated to be completed within this time frame. Since all of our personalized pieces are uniquely handmade to order, sometimes delays will occur.

Our customer service representatives will reach out to you should there be an issue that needs to be addressed. If your order is experiencing a slight delay, do not worry. We have not forgotten about you! 🖤

Why does my order say pending?

If your order says 'pending', this simply means that your order has been accepted and is currently in the production process. All orders will remain in a 'pending' status until they are fully packaged and shipped.

Do you require a signature for packages?

We do not require a signature upon delivery, but if you wish to include this on your shipment, please reach out to us before your order has been shipped, and we will help you with-next steps. *An additional fee will apply.

Can I edit my shipping address?

If your address needs to be changed, please let us know as soon as possible! Please email us at contact@themjewelers.com with your order number and updated address so we can adjust it for you in a prompt manner. Once a package has been assigned tracking we are unable to make adjustments. 

NOTE: The address adjustment will not appear on the original purchase receipt, or when the order ships. We'll provide proof of the address adjustment when we respond to your request.

How long will my order take to arrive once shipped?

Domestic orders within the USA are shipped through USPS Mail. Standard delivery will take approximately 1-5 business days, but delivery dates may vary.

International orders outside of the USA are shipped with USPS First Class International Mail or DHL. Delivery will take around 2-5 business days. Delivery dates may vary.

Will I be charged duties or taxes?

There may be duties and taxes incurred on your shipment that you will be responsible for.

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.

Will expedited shipping prioritize 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 shipped expressed to you once it leaves our facility. However, we still have to put each order through the full production process to ensure that they are up to our standards.

Please allow 1 business day for stock orders, and 8-20 business days for personalized orders to be created before they are shipped.

Should you choose to have the charges refunded, your shipping 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?

Since our items are handmade by a jeweler, occasionally a delay will incur. This is the case for all orders placed around the holiday as we endure an influx in orders during this time of year. 

The M Jewelers will not be held accountable for a delay in shipment caused by weather conditions, issues with international customs, or any other circumstances beyond our control.

Why was my package returned to sender?

Packages are most often returned to our facility due to missing apartment or unit numbers. Please double check your order confirmation to see if your address is missing any information.

If you notice something wrong, please email contact@themjewelersny.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 shipped to you.

My package was marked as delivered, but I haven’t received it?

In the rare case that your tracking number shows your package has been marked as delivered, but you have not received it, we ask that you you contact the shipping provider for more information. Once a package leaves our facility, it is in the hands of the shipping provider, and they will be able to open an investigation to help locate your package.

If you purchased Route Package Protection, you can file a claim with them directly at https://claims.route.com. 

The M Jewelers are not liable for any unforeseen issues caused by USPS, UPS and DHL at your destination.

RETURNS AND EXCHANGES

What’s your return policy?

We do not offer returns or exchanges on personalized or further marked down items. These items are final sale. These include any engraved pieces, custom orders, and all items listed under our personalization section (this policy includes in-store purchases too).
 
Non-personalized items can be returned within the first 30 days of purchase for a refund if returned in its original, "like new" condition. This timeframe begins as soon as the parcel has been delivered, which will be verified by your tracking number. Orders purchased with a promotional discount code are eligible for store credit only.

 

How can I facilitate a return or exchange?

To facilitate a return or exchange on any non-personalized items, please reach out to us at contact@themjewelersny.com within the first 14 days of delivery and we will be happy to assist you.

All return shipping charges will be the responsibility of the customer. All return shipments must be sent with a signature requirement for any courier used. 

We are not responsible for any packages returned without proof of our signature upon delivery.

How does store credit work?

In the instance we issue you store credit, this will be issued in the form of a gift card. Please plug the code provided in the DISCOUNT/COUPON section at checkout to redeem. Should you require any assistance with this process, please do not hesitate to email us! 

When can I expect my refund?

Refunds will be made in the form of the original payment - This includes gift cards. Once your return is processed, a refund will be issued for the amount paid minus the cost of shipping and insurance.

Please note, all shipping and Route Package Protection costs are absorbed by the company and you will be refunded for the merchandise amount only. 

Kindly allow 5-10 business days for your refund to reflect back to your account. 

*Refunds are not guaranteed and are subject to review once the item(s) have been returned.

REPAIRS AND REPLACEMENTS

What’s your policy regarding broken or discolored items?

We warranty our items for 120 days past the date of delivery. If you have issues with a piece purchased directly through our website or store within the first 120 days after receiving it, please reach out to us at contact@themjewelersny.com with the order number and a photo of the damage. 

All pieces over 120 days old will be subject to our review, and will be directed to our Repairs Portal.

PROMO CODES & DISCOUNTS

I have two promo codes, can I use both?

Voucher codes from 3rd party websites and discounts codes cannot be combined with existing promotional codes and will not be honored.

Can I apply a discount code to a past order?

Discount codes can not be applied to orders that have been processed and/or previous orders.

                                   GOLD VERMEIL CARE

Should your gold vermeil pieces experience tarnish or fading after some time, not to worry as this is normal for any type of plated jewelry! 

If worn excessively and over time, your jewelry may begin to turn or the plating may wear off. You may notice typically after 6 months of wear, your pieces may become compromised. 

To further explain what you're experiencing, with gold vermeil jewelry (gold plated sterling silver), it's the silver that's causing the reaction.
 
Sterling silver isn't 100% silver. It's 92.5% silver and 7.5% alloys. The other alloys (primarily copper), are responsible for the tarnishing reaction. Tarnish can be described as a chemical reaction that happens when silver is exposed to oxygen and sulfur.
 
Tarnishing and fading will occur when exposed to water, in high humidity areas, and with people who have a high Ph in their skin. Skin lotions, alcohol based products, sunscreen, perfume, and hairspray can all also accelerate tarnishing/fading. Even 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.
 
Gold vermeil, gold-plated, and gold-filled items can last a relatively long time with proper care and storage.
Rings are susceptible to wear and tear much faster than necklaces, earrings, and bracelets due to how often we use our hands. Please keep that in mind when purchasing any gold vermeil, gold filled, or gold plated jewelry. 
 
For jewelry that is durable, you can wear everyday, and in water, we highly recommend investing in 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. 

STORE

Where are your stores located?

 

NOLITA: 

204 Mulberry St.

New York, NY 10012

 

Do I have to make an appointment?

Nope, not at all! We would love to see you! You can stop by our store anytime we’re open, and we'll happy to help you out. 

You only need an appointment if you’re interested in an engagement ring, or another custom order that will require extra attention.

How long will a personalized order take if I order in store?

Since or store orders go through the same production process as our online orders, please allow 10-14 business days for completion. Once your order is ready we will either ship it to you, or reach out to you to pick it up!

CONTACT US

We would love to hear from you! After carefully reading through out FAQ page, if you still have questions 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 12-24 business hours after submitting your request for a representative to contact you.

RESTOCKS & NEW ARRIVALS

Please 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 this jewelry under adult supervision at all times.