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 firstname.lastname@example.org within this timeframe.
Can I cancel my order?
Once an order is placed, we allow a 10-minute window to make any cancellations. If you are outside of the 10 minute window, your order has already been submitted to production and cannot be revoked. Please email email@example.com within this timeframe.
What are your shipping options?
*Please note, the shipping service selected does not speed up the creation of 14K or personalized orders. Please see below for more information regarding turnaround times.*
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 and 14K orders take approximately 8-12 business days to create and ship out. This being said, 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 orders are completely unique, handmade pieces there are sometimes unexpected delays. One of our customer service representatives will reach out to you if there is an issue that needs to be addressed, there is no need to worry If you order is experiencing a slight delay.
Non-personalized and 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 firstname.lastname@example.org to fill out a Credit Card authorization form for additional shipping charges. *Shipping fees will vary depending on destination.
Why does my order say pending?
If your order says pending, this means that your order has been accepted and is currently in the production process. All orders will remain within the “pending” status until they are packaged up and shipped out.
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 order has not yet shipped, email us at email@example.com with your order number and updated address so we can adjust it for you. If your address needs to be changed, please let us know as soon as possible. Once a package has been assigned tracking we are unable to make adjustments.
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 1-3 business days, but there delivery dates may vary.
International orders outside of the USA are shipped by DHL EXPRESS International Mail (orders over $300.00 USD). Delivery will take approximately (2-5) business days. Delivery dates may vary. The M Jewelers is not responsible for import taxes/fees for international orders.
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 accelerate the creation of my order?
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 they are up to our standards. Please allow 1 business day for stock orders, and 14 business days for personalized orders to be created before they are shipped priority.
Why is my package delayed?
We ship parcels all over the world via DHL EXPRESS. During holiday seasons, orders may suffer a slight delay in shipment due to an excessive amount of orders being fulfilled. In addition, 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 apt/unit numbers. Please double check your order confirmation to see if your address is missing any information. From there, Please email firstname.lastname@example.org with all necessary address information. Your package will be sent back to your updated address upon inspection. *Please note that this 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 still 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.
USPS Customer Service
DHL Customer Service
If you purchased ROUTE package protection, you can file a claim with them directly at ( https://claims.route.com/ )
The M Jewelers is not liable for unforeseen issues caused by USPS,UPS and DHL for theft at your destination.
RETURNS AND EXCHANGES
What’s your return policy?
Please note, we do not offer returns or exchanges on discounted or personalized items. This includes any items purchased with a discount code as well as engraved pieces, custom orders, and all items listed in our personalization section. These items are final sale. (This policy includes in-store purchases)
How can I facilitate a return or exchange?
To facilitate a return or exchange on any non-personalized full-price items, please reach out to us at email@example.com within 7 days of delivery where we will be happy to assist you. All returns shipping charges are the responsibility of the customer. All return shipments must be sent with “Signature Required” for any carrier used. Please provide us with a tracking number upon shipping, and send your package to:
The M Jewelers
Address: 44 W 47th St #22,
New York, NY 10036
*We not responsible for any packages returned without proof of our signature acquired upon delivery.
How does store credit work?
In the case that we offer you store credit, we will be able to place your new order on the back-end of our system using your credit. Please let us know what you would like to use your credit towards and we will take care of the rest! Please note that at this time we’re unable to upload your credit on your account, so it will not be reflected when you log in.
When can I expect my refund?
Refunds will be made in the form of the original payment. Once your return is processed, a refund will be issued for the merchandise amount. It may take up to 5 business days for the credit card or PayPal refunds to be processed. Please allow 7-10 business days for the refund to post to your account. Original shipping charges are non-refundable.
*Refunds are not guaranteed and are subject to our review of the returned product.
REPAIRS AND REPLACEMENTS
What’s your policy regarding broken or discolored items?
If you have issues with a piece purchased directly through our website or store within the first 30 days after receiving it, please reach out to us at firstname.lastname@example.org with your order number and a photo of the issue with your piece. All pieces over 30 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
With gold vermeil jewelry (sterling silver with gold plate) its the silver that's causing the reaction. Sterling silver isn't 100% silver, its 92.5% silver and 7.5% alloys. The other alloys, primarily copper, is responsible for the tarnishing reaction. Tarnish can be described as a chemical reaction that happens when silver is exposed to oxygen and sulfur.
Tarnish will accelerate when exposed to water, in high humidity areas, and with people who have a high Ph in their skin. Skin lotions, sunscreen, perfume, hairspray can all also accelerate tarnishing. If you are experiencing an issue with gold vermeil discoloring quickly, please contact our customer support team to further assist you with the issue.
Where is your store located?
IGT Jewelry Shopping Mall
44 W 47th St #22
New York, NY 10036
Once you enter the mall, we are the the second booth in the middle aisle #22.
Do I have to make an appointment?
We would love to see you! You can stop by our store anytime we’re open, and we would be 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 12-14 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!
We would love to hear from you! After carefully reading through out FAQ page, if you still have questions please email us at email@example.com
Our customer service hours are Monday- Friday 10am-6pm
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.”