Refund policy

POST ORDER CHANGES & CANCELLATIONS

Can I edit my order?

You may edit your order within 1 hour of placing it. After this window, orders are submitted for processing and cannot be changed. Please email us at contact@themjewelersny.com as soon as possible if you need to make any edits.

Can I cancel my order?

Order cancellations are accepted within 1 hour of placing your order. After that, your order is already in production and cannot be cancelled. Please contact us at contact@themjewelersny.com immediately if you wish to cancel.

SHIPPING

What are your shipping options?

  • UPS First Class Mail (4-5 business days): $5.00

  • Free UPS First Class Mail on orders over $100

  • USPS Priority (1-3 business days): $12.00

  • International shipping: Calculated at checkout

Note: Shipping method affects only delivery speed, not production time.

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

  •  In-stock items: Processed and shipped within 1–2 business days.

  • Personalized items: Take 2–5 weeks to produce and ship.

If your order includes both, personalized items ship separately at no extra charge, with separate tracking provided.

During holidays or high-demand periods, slight delays may occur.

Why does my order say pending?

Pending means your order is accepted and in production. It will stay pending until packaged and shipped.

Do you require a signature for packages?

No signature is required by default. If you want to add this service, contact us before shipping. Additional fees apply.

Can I edit my shipping address?

If your order hasn’t shipped yet, email us with your order number and new address. Once tracking is assigned, we cannot update the address.

How long will my order take to arrive once shipped?

  • Domestic (USA): 1-3 business days via USPS Mail (delivery times may vary).

  • International: 2-5 business days via DHL Express for orders over $300. Duties and taxes may apply and are your responsibility.

Will I be charged duties or taxes?

Possible duties/taxes depend on your country and are your responsibility. We cannot predict or reimburse these fees.

Will expedited shipping accelerate the creation of my order?

No. Expedited shipping only speeds delivery after production. Production times remain 1–2 business days for in-stock and 2–5 weeks for personalized items.

Why is my package delayed?

Delays can happen due to high order volumes during holidays, weather, customs, or other factors outside our control.

Why was my package returned to sender?

Packages are often returned due to incomplete addresses (e.g., missing apartment/unit numbers). Check your confirmation and email us updated info to resend.

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

Please contact the shipping carrier directly to investigate. We are not responsible for lost or stolen packages after shipment.

RETURNS AND EXCHANGES

What’s your return policy?

  • Returns accepted within 14 days of delivery during regular seasons.

  • Holiday season return window: Extended to 30 days.

  • Only non-personalized, full-priced items are eligible for return or exchange.

  • Personalized, sale items, and items purchased with promo codes are final sale and non-returnable.

  • Items purchased with promo codes are eligible for store credit only.

How can I facilitate a return or exchange?

Email contact@themjewelersny.com within the return window to request a prepaid return label. Ship the item back with signature required to:
The M Jewelers
15W 37th St. FL 7
New York, NY 10018

Please keep your tracking info. Returns without proof of delivery may not be processed.

Is there a restocking fee?

A 10% restocking fee applies to eligible returns, excluding damaged or defective items.

When can I expect my refund?

Refunds are issued after we receive and inspect your return. Please allow 5–7 business days for processing, plus time for your bank to post the credit. Shipping charges are non-refundable.

When will I get store credit?
Store credit is issued if:

  • An item is out of stock and cannot be replaced

  • An item is damaged and cannot be replaced

You can use store credit by contacting us to place a new order on your behalf.

Can I exchange an item?
Exchanges are allowed only for non-personalized items. Contact us to start the process.

REPAIRS AND REPLACEMENTS

What if my item is broken or discolored?
All of our pieces come with a 120-day warranty from the date of delivery. If your jewelry breaks, becomes damaged, or discolors within this period, please email contact@themjewelersny.com with your order number and photos of the issue. We will review your case and offer a replacement or repair as appropriate.

Items older than 120 days will be subject to our standard repair process and may require a fee.

PROMO CODES & DISCOUNTS

Can I use multiple promo codes?
No. Promo codes cannot be combined with each other or with third-party voucher codes.

Can I apply a discount code to a past order?
Discount codes cannot be applied retroactively to completed or processed orders.

CONTACT US

We’re happy to help! If you still have questions after reading the FAQ, please email us at contact@themjewelersny.com.
Customer service hours: Monday–Friday, 10 AM–6 PM.
Please allow 12–24 business hours for a response.

GOLD VERMEIL CARE

Gold vermeil is sterling silver coated with a layer of gold. Tarnishing happens because sterling silver contains alloys like copper that react with oxygen and sulfur.

To keep your jewelry looking its best:

  • Avoid exposure to water, humidity, lotions, sunscreen, perfume, and hairspray.

  • Remove your jewelry before swimming, showering, or exercising.

  • Store pieces in a dry, airtight container when not in use.

If your gold vermeil piece tarnishes quickly or discolors, please contact us at contact@themjewelersny.com for assistance.