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PRODUCTION & SHIPPING
ORDER CHANGES
RETURNS & EXCHANGES
JEWELRY CARE & MATERIALS
HOW TO ORDER
REWARDS PROGRAM
Shop Pay Installments
Green Shipping Protection
OTHER INFO

PRODUCTION & SHIPPING

What is your production time?

All custom pieces are made to order by jewelry artisans and take time to produce. Production time is subject to change with high order volume. Our current production time is listed on our product listings as well as our Checkout page. 

For more information, please see our Shipping and Production times page.

NOTE: production time is in addition to shipping time. 

Do you make all of your pieces?

Our team hand-stamps, drills, polishes, and assembles our made to order pieces. We do have a few partners around the globe that we source some of our materials, components, and products from. All partners, both domestic and international, are paid fair wages and the products are ethically sourced and made. 

Each and every piece that leaves our studio is thoroughly quality checked by our team and hand packaged with love! ♡

How long are shipping delivery times?

Your made to order pieces are handmade with care; they also take time to produce. Production time is exclusive of shipping time. Please refer to our Shipping and Production Time for current time estimates.

US orders are Shipped via DHL, FirstMile, USPS Postal service, or FedEx depending on area and shipping service selected. Upgraded shipping and production times are available at checkout. Please refer to the checkout page for more details. 

For international orders, we ship with DHL and USPS International, depending on the country and region. Shipping times can vary between 1-4 weeks. Once your order arrives in the country of destination, it may be subject to the country’s taxes and/or custom duties. Made by Mary is not responsible for these fees. It is the responsibility of the customer to be aware of charges that may occur at the time of delivery/pickup for imported goods.

For more details on our shipping policy, refer to our  Shipping and Production Time page. 

How will I know when my order ships?

You will receive an email including your tracking number when your order leaves our studio.

To check the status of your order, you can enter your tracking number here.

When will my order ship out?

Your order has a standard production time to make your piece(s), unless you paid for upgraded shipping at Checkout. Please refer to your Order Confirmation email for estimated production time. 

*Please note that production time is exclusive of shipping time.

Once your order is shipped out, you will receive an email notification including an updated tracking number. 

To check the status of your order, you can enter your tracking number here.

Do you ship to PO Boxes, APO, or FPO addresses?

Yes! Simply enter your PO Box, APO or FPO address in the shipping line when placing the order. 

Will I be charged customs/duty fees?

Import taxes, duties and related customs fees may be charged once the package arrives at the destination country. These duties vary from country to country and are charged depending on the marked "value" of the pieces inside the package.

Made by Mary is not responsible for these fees. It is the responsibility of the customer to be aware of charges that may occur at the time of delivery/pickup for imported goods.

Not all packages are subject to the duty/custom fee, so we recommend contacting your local customs for information if you have additional questions.

Why can't I check out? (International Customers)

Due to international value limitations most international orders will be limited to $170. To proceed with your order please limit your cart to under $170, this should allow you to move forward with your purchase!

Please email info@madebymary.com if you have any questions!

ORDER CHANGES

Can I change my order?

We start the jewelry making process right away, so we do not allow changes to the order once it has been placed. 

Can I change my shipping address?

We start the jewelry making process right away, so we do not allow changes to the order once it has been placed it. 

If your order has not been shipped out, we'll do our best to update your address. To change your shipping address, email info@madebymary.com with your first and last name, order number, and the updated shipping address.

If your order has been shipped, we are unable to change the shipping address for you.

Can I cancel my order?

We start the jewelry making process right away, so we do not allow changes to the order once it has been placed it. 

If the order has not been stamped or started yet, we'll do our best to accommodate a cancellation, email info@madebymary.com with your first and last name, order number, and request a cancellation.

Please note: We are unable to cancel orders that have started production. 

RETURNS & EXCHANGES

What is your return policy?

We gladly accept returns and exchanges on unworn, non-custom pieces within 14 days of delivery.

For more information or to submit a return/exchange request click HERE.

Can I exchange my chain length?

If your item is unworn and non-custom, we would be happy to exchange your piece within 14 days for a different length! To initiate an exchange for your non custom piece, please visit our Returns page and follow the directions there. 

If you are unhappy with the length of your piece, and it is custom, email info@madebymary.com and we will work with you to resolve the issue. Any shipping costs and/or re-working fees are the responsibility of the customer.

If you mail your piece in on your own, be sure to keep the tracking number provided to you by the shipping company so we can locate the order if needed!

Does my order come with a warranty?

Yes! All MBM pieces have a 60 day warranty for chain or clasp defects. Email us right away if you are having issues (info@madebymary.com) and we will make sure you are taken care of!

JEWELRY CARE & MATERIALS

How do I care for my jewelry?

For general care practices, see our Jewelry Care page for details on how to care for your Made by Mary jewelry.

We also have a liquid Jewelry Cleaner designed to renew and refresh your jewelry. Our Jewelry Cleaner is safe for daily use, so you can bring back that "love at first sight" feeling and fall for your favorite Made by Mary pieces all over again.

How often should I clean my jewelry?

To care for your Made By Mary pieces, there are three things you should keep in mind: 

 

1. Is your jewelry in contact with chemicals or other substances?

2. What residue stays on your jewelry for longer periods of time, or gets removed from cleaning?

3. And finally, how is your piece stored?

 

We recommend removing your Made By Mary pieces before activities that tend to come into contact with chemicals, like swimming, cleaning, gardening, and exercising, to name a few. 

 

We also recommend the "last on, first off" method. Meaning, jewelry is the last thing to put on for the day and the first to remove at the end of the day. By doing so, you limit the exposure to lotions, perfumes, hairspray, makeup, etc.

For regular cleaning, we have a liquid Jewelry Cleaner designed to renew and refresh your jewelry. Our Jewelry Cleaner is safe for daily use, so you can bring back that "love at first sight" feeling and fall for your favorite Made by Mary pieces all over again.

What is gold filled?

Contrary to what the name implies, gold-filled is a layer of gold coating on the outside of a base metal. Gold Filled often starts as a brass sheet or wire then a thick layer {5% or more of total weight, while plated pieces are often less than 1%} of at least 10K gold is then bonded to the brass base with extreme heat and pressure. At MBM, we use 14K! This process doesn’t just create a layer that sits on top of the base, it fuses the two layers making it incredibly durable. This substantial layer of gold is what keeps your piece tarnish and chip resistant. With proper care, gold filled jewelry can last for years to come! This includes not wearing your piece while swimming, gentle cleanings, and storing the piece with care.

For more information on Gold Jewelry, see our blog post HERE.

Does your jewelry contain nickel?

We are proud to say all MBM products are NICKEL-FREE!

HOW TO ORDER

How do I customize an order?

Made by Mary creates most of our pieces in house. For details on customization options, please refer to the product page for more details.

How do I find my perfect size?

Finding your perfect size can sometimes be tricky! We’ve done our best to put together a couple of articles to help you find the best size for you.

To find your perfect necklace length, refer to our Necklace sizing guide. Keep in mind that when purchasing a horizontal bar necklace, the length of the bar is included in the total length of the piece. 

For information about finding your perfect ring size, please refer to our Ring Sizing Guide.

Can you stamp the back of a bar or disc?

We currently do not offer stamping on the back of our pieces. Hand stamping is a high impact process, and despite our substantial materials, as slight impression will show on the reverse side.

Can I order a piece with mixed metals?

We offer most of our pieces in Gold Filled, Rose Gold Filled, and Sterling Silver. We currently do not offer our bracelets, earrings, chokers, or necklaces to be assembled as a mixed metal set. 

Can I include a gift message with my order?

You can add a gift message at checkout! Just check the Gift Message box at checkout and add your note!

Can I use more than one coupon code?

Only one coupon code can be used per order.

Are items listed in USD?

All items and order totals on our website are shown in United States Dollar.

What payment methods do you accept?

Payments are accepted via major credit/debit cards or PayPal.

REWARDS PROGRAM

How do I join With Love Club?

Sign up is easy and free! Simply create an account with your email through this page.

What if I already have an account with MBM, do I need to create a new one?

Nope! You can log in with your current account and start earning points.

What do I get from joining?

With Love Club members enjoy perks like birthday bonuses, exclusive sneak peeks, and points that you can cash in for discounts. Our Golden members get an annual gift. What's not to love, right? 

Do points expire?

Points expire a year from when you earned them so don’t forget to use up those points! Cha-ching.

What is the annual gift for the Golden Tier?

We’re not ones to spoil a surprise, so you’ll have to wait to find out! Annual gifts change regularly, it can be a freebie, a discount, or a special something just for you.

Does free shipping apply to international orders?

At this time, we only offer free standard shipping for US orders and free expedited shipping to Bloom and Golden Members on US orders $50+.

How do I get points if I already follow you on social media?

Simply click on the button under the “ways to earn” section on the rewards page and it will redirect you to our social channels. As long as you are signed in, you are good to go!

Can I get points from past orders?

Unfortunately, we are unable to add past orders to your account. Only orders starting from January 27, 2020 {the day our program went live} will be counted towards your points. 

Shop Pay Installments

What is the option to pay in installments on Shop Pay?

When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into 4 equal, biweekly installment payments—with 0% interest, no hidden or late fees, and no impact on your credit score.* In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase.

How does paying in installments on Shop Pay work?

How it works:

1. Add items to your cart.

2. Check out with Shop Pay.

3. Choose to pay in 4 installments

Your first payment will either be due at checkout or 2 weeks after your purchase. The next 3 remaining installments will be automatically charged to your card saved on Shop Pay every 2 weeks. And don't worry, you'll get an email reminder before each payment to keep you in the know.

How does paying in installments on Shop Pay work?
Will using the installments feature on Shop Pay impact my credit score?

No, if you choose to pay in installments through Shop Pay, there will be no impact to your credit score. For Shop Pay installments, Affirm will not report to credit bureaus.

Which payment methods are accepted if I use the option to pay in installments on Shop Pay?

The installments option on Shop Pay is available on debit and credit cards.

Are there late fees?

No, there are no late fees if you miss a scheduled payment.

What if I make a return on a purchase made through installments with Shop Pay?

If we process a refund, the refunded amount will be returned to your original payment method within 3-10 business days, and your balance will be updated.

If your refund is less than your total purchase balance, it might not lower your next payment. Instead, you can expect fewer payments, a smaller final payment, or both.

If your refund is more than your purchase balance, the difference will be returned to your original payment method within 3-10 business days.

How can I manage my Shop Pay account or change payment methods and addresses?

You can manage all of these settings through the Shop portal here.

If you have more questions about how Shop Pay works, they have a great article about it here.

I have other questions about paying in installments on Shop Pay.

For questions about installment payments on Shop Pay, visit shop.affirm.com/help. For questions about Shop Pay or the Shop App, visit shop.app/help/shop-pay.

Green Shipping Protection

What is Corso?

Corso is a Green Shipping Insurance Protection that, when added to your order, protects your order against loss, theft, or any damage during transit. 

Made by Mary has partnered with Corso, who is leading the way to make online shipments carbon neutral. As a bonus, the purchase of your Corso Green Shipping Insurance also includes a donation to help offset the carbon emissions associated with your order. All donations are contributed to the Cool Effect, a non-profit who’s projects are scientifically verified and proven to help offset emissions. Click HERE for more information about Green Shipping Protection. 

Who do I contact if my package is lost, damaged, or stolen?

If you purchased Green Shipping Protection™️ with your order and your package was damaged, lost, or stolen, follow the instructions below to place a reorder.

Reach out to Corso customer service for assistance replacing your order. You have the option to live chat with a representative at: 

reorder.corso.com or by email at support@corso.com.

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Reorder Instructions:

• Input your order number and the email address you used when placing your order. Your order number can be found on the order confirmation email.

• Once you indicate if the package was damaged, lost, or stolen and complete the request, you will get a reorder confirmation. Reorder requests may be rejected at the discretion of the Made by Mary support team. For full terms and conditions, click HERE

• Package protection against theft, damage, and carrier mishandling is only valid on orders up to $400 USD.   

• Made by Mary is exempt of liability if the customer opts out of green shipping protection™️.

What is the return policy for Green Shipping Protection™️?

While Green Shipping Protection is final sale, we gladly accept returns and exchanges on unworn, non-custom pieces within 14 days of delivery.

For more information or to submit a return/exchange request click HERE.

OTHER INFO

Want to Collaborate?

We love teaming up with influencers and other businesses! Please email hello@madebymary.com with your collaborations request!

Do you sell wholesale?

Yes, we do for several retailers!  Email us at wholesale@madebymary.com to receive more info.