Can I edit my order?

Once an order is placed, we allow a 30-minute window to make post-order changes during customer service working hours (10am to 5pm EST, Monday - Friday). If you are outside this timeframe, your order has already been processed and cannot be revoked. Please emailcontact@themjewelersny.comif you wish to make adjustments. 

Can I cancel my order?

Order cancellations must be requested within 30-minutes of purchase during customer service working hours (10am to 5pm EST, Monday - Friday). If you are outside the 30 minute window, your order has already been submitted to fulfillment/production and cannot be revoked. Please email contact@themjewelersny.com within this timeframe. Cancelled orders will receive a refund within 10-15 business days, no exceptions.

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.


What are your shipping options?

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 1-2 business days. 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 1- 4 business weeks 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 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 team is here to help with any questions or concerns you may have with your order. If your order is experiencing a slight delay, do not worry. We have not forgotten about you! 🖤

Why does my order say 'unfulfilled'?

All orders will remain in an 'unfulfilled' status until they are fully packaged and shipped. Rest assured that your order has been accepted, submitted and is in the production process.

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 shipped via Standard shipping will take approximately 1-5 business days, but delivery dates may vary.

International orders outside of the USA may take up to 21 business days.Delivery dates may vary depending on selected shipping method.

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?

Selecting express shipping will not expedite the production process!

Priority Shipping is an optional service we provide to guarantee that your package will be shipped express to you as soon as it leaves our facility. However, please note that in order to ensure that our products meet our high quality standards, each order must still undergo our full production process. Rest assured that we will do everything we can to expedite your order while maintaining our quality standards.

Please allow 1-2 business days for stock orders, and 1-4 business weeks  for personalized orders to be created before they are shipped.

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 occur. 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?

In the case of domestic packages, missing apartment or unit numbers are the most common reason for packages being returned to our facility. We kindly request that you double-check your order confirmation to ensure that your address is complete and accurate before placing your order. For international packages, unpaid taxes and duties may also cause packages to be returned to us. If you are an international customer, we recommend that you familiarize yourself with your country's customs regulations and tax policies to avoid any issues with your shipment.

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 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. 

The M Jewelers are not liable for any unforeseen issues caused by any shipping carrier at your destination


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 14 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

What can I do if I receive the wrong item?

We sincerely apologize if there was a mistake with your order. If the item you received is not the one you ordered, if it is the incorrect size, or if it has the incorrect customization, please email us at contact@themjewelersny.com within the first seven days of delivery and we’ll be happy to assist you.

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 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 16 digit code. Please enter the code provided in the DISCOUNT/COUPON section upon 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 giftcards. Once your return is processed, a refund will be issued for the amount paid minus the cost of shipping and insurance.

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.


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 damaged item. At the moment, we do not repair jewelry; instead, we will provide store credit for the price paid or replace the item if it is still in stock. Lost jewelry is not covered by the warranty. If your customized order needs to be repaired we'll proceed with a remake if it’s within the 120 days warranty. Unfortunately, tarnished  jewelry cannot be repaired. Tarnishing is thought of as natural wear for jewelry. For information on how to keep your jewelry in good condition, we recommend reading our gold vermeil care guidelines below.


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.


How do I take care of my jewelry?

Should your gold vermeil pieces experience tarnish or fading after some time, do not  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 it everyday, and in water, we highly recommend investing in a 14KT solid gold piece. 


Where is your store located?


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 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 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 pick it up!


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.


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.