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PRODUCTION & SHIPPING
ORDER CHANGES
RETURNS & EXCHANGES
JEWELRY CARE & MATERIALS
HOW TO ORDER
REWARDS PROGRAM
SEZZLE FAQ
OTHER INFO

PRODUCTION & SHIPPING

What is your production time?

All custom pieces are made to order by jewelry artisans and take time. 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. 

How long are shipping delivery times?

Your 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 USPS First Class Mail by default. 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.

ORDER CHANGES

Can I change my order?

All changes to orders must be made within the first 12 hours after purchase, as we strive to process and start working on each order as soon as possible. 

To change your order, email info@madebymary.com with your first and last name, order number, and what you would like to change.

*Note: We are not able to add items to an existing order.

Can I change my shipping 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.

 

If your order was shipped out with USPS, you can reach out to them directly at 1-800-275-8777

For USPS International Support, you can give them a call at 1-800-222-1811

If your order was shipped out with DHL, you can reach out to them at 1-800-225-5345

Can I cancel my order?

All order cancellations must be made within the first 12 hours after purchase, as we strive to process and start working on each order as soon as possible. 

To cancel or change your order, 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 are absolutely confident in the quality of our products and want you to feel the same way.

In the case where your non-custom piece isn’t quite working out for you, we offer one free* return or exchange for non-custom pieces. Non-custom pieces must be returned/exchanged within 14 days of receiving your piece(s) (based on USPS timestamp date received). To find out more about how to return or exchange your piece on our Returns, Exchanges, and Reworks page.

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!

Once an order has shipped out we will not refund the shipping for a return. Shipping costs will only be refunded if an order is cancelled prior to shipment.

Note: We are currently unable to accept returns on custom or personalized items. 

*One free return or exchange for US orders.

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!

If your piece breaks outside the 60 day time frame, or are experiencing a different issue, please email us so we can work towards a solution to repair your piece. 

JEWELRY CARE & MATERIALS

How do I care for my jewelry?

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

For all other materials, please refer to the following articles.

How to care for Brass Hair Pieces

How to clean Sterling Silver Jewelry

How to care for Gold Filled / Rose Gold Filled

How to care for Solid Gold Jewelry

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 suggest removing your jewelry when using all types of beauty products, including lotions, perfumes, shampoos, hairspray, etc.

For regular cleaning, use warm water and a mild hand soap, gently rub the soap into the piece with your fingers, rinse, and pat dry with a soft cloth. When necessary, use the microfiber Restore Polishing Cloth. Wipe your piece gently to bring its original luster back and use sparingly for best effect.

What is gold filled?

Gold filled is a pressure bonded layer of gold that has 100 times more gold than plated jewelry. It is durable, won't chip or flake, is tarnish resistant, and is a great alternative to solid gold jewelry, at a much more reasonable price. It looks beautiful, and has a finish that will last years if cared for properly! Find out more about our different materials on our Jewelry Care page.

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.

For more information about measuring your wrist or ankle, please refer to our Bracelet and Anklet 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.

What finishes do you offer?

We offer 3 different finishes -- shiny, matte, and hammered. Most of our pieces come in our shiny finish unless otherwise requested in the special instructions or order notes.

If a different finish (other than shiny finish) is requested, it is considered a custom piece and cannot be returned or exchanged.

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 request a gift message to be added to the order at checkout. Simply leave us a note in the “order notes” or email us at info@madebymary.com and we can add the message to the order. Each gift message is written by hand on a Made by Mary postcard. 

If you are ordering more than one piece and would like them boxed separately, please leave us a note in the order notes at checkout. 

Can I use more than one coupon code?

Only one coupon code can be used per order.

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 free shipping, points to earn store credit, birthday bonuses, and even an annual gift for our Golden members. 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 shipping to US orders over $75 {for Ivory}, free first class US shipping {for Bloom}, free priority shipping {for Golden}. We are hoping to be able to offer this to our dear international customers in the future.

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. 

SEZZLE FAQ

What is Sezzle?

Sezzle is a payment solution that gives you the freedom to buy now and pay later - with no interest! When you complete a purchase with Sezzle, we will process your order just like you paid in full, but you will have only paid a fraction of the cost.

How does it work?

1) Select Sezzle as your payment method during checkout.

2) New Sezzle customers will need to create a Sezzle account, returning Sezzle customers will need to login.

3) Sezzle will do a soft credit check for approval of the transaction.

4) As little as 25% is due at the time of the purchase, with the remaining amount spread out over equal installments (typically three), each two weeks apart.

5) Sezzle automates the remaining payments through whichever payment method is on file.

6) No interest or processing fees are charged to you - as long as you pay everything off on time, you only pay for what you ordered!

Does Sezzle hurt my credit score?

Sezzle will not have an impact on your credit - they do not perform hard credit checks. Instead, they perform "soft checks" by reviewing your credit score as part of their risk check.

Is Sezzle secure?

Your security is of utmost importance to us too! Sezzle undergos quarterly scans and yearly audits to ensure your data is safely stored in our systems – and to maintain compliance at the highest level in the Payment Card Industry (PCI): PCI Level 1.

Who can use Sezzle?

To use Sezzle, you must be 18 years or older* and have a valid phone number based out of either the United States or Canada.

You will also need to have an email address as well as a payment method ready at checkout - we accept all major debit and credit cards, and you can also link a bank account directly. At this time, prepaid cards are not able to be used to place orders, but you can use them to pay off existing orders.

*You must be 19 years or older in Alabama, or if you are a ward of the state and live in Nebraska.

How do I sign up for Sezzle?

You can either sign up and get your account set up directly through the Sezzle website, or you can sign up as you check out at a merchant's site! Either option will walk you through the same signup process. 

To get signed up, you will need to have a working phone number based out of the US or Canada, as well as a payment method (debit/credit card or bank account) to link to your account.

To get signed up, click here, or to get started shopping, check out our Store Directory here!

Why was my order not approved?

We try to offer all applicants a simple payment plan through Sezzle, but unfortunately, we’re not always able to approve every order. Our system assesses every order individually, taking into account your available funds, outstanding orders, and the total cost of the order you’re trying to place. If you’re not approved for any reason, we’ll notify you right away. Here are a few reasons you may have been denied:

- Insufficient funds. Typically, we check to make sure you have at least 25% of the total order cost available at the time you place an order.

- Too new to Sezzle. The longer you use Sezzle, the better your chances of getting approved. Usually, we’re less restrictive after the first six weeks.

- Outstanding balance(s). The amount you owe on previous orders and the number of open orders on your account both impact your chances of being approved by Sezzle. Paying off your outstanding balances can improve your chances of getting approved.

- Order value. Reducing the total cost of your order, or splitting it into two or three smaller transactions, can improve your chances of getting approved.

- Payments linked to your account. Adding another debit or credit card to your Sezzle account helps us understand your repayment ability, which can help get you approved.

- Keep in mind: Just because you’re not approved today, doesn’t mean you won’t be tomorrow. Every order is unique – so keep using Sezzle!

Other questions?

For More Information About Sezzle please browse Sezzle's FAQ's here https://sezzle.com/faq/shopper or reach out via email to shoppersupport@sezzle.com

OTHER INFO

Want to Collaborate?

We love teaming up with influencers and other businesses!  Feel free to fill out our collaboration form!

Do you sell wholesale?

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