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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 Returns.
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.
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 email@example.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 firstname.lastname@example.org 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 email@example.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 returns and exchanges 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 Shipping & Returns page.
Note: We are currently unable to accept returns on custom or personalized items.
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 firstname.lastname@example.org and we will work with you to resolve the issue. Any shipping costs and/or re-working fees are the responsibility of the customer.
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 (email@example.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 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.
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. Our pieces come in our shiny finish unless otherwise requested in the special instructions or order notes.
Are chain extenders detachable or attached to the necklace?
Our chain extenders will come attached at the back of your necklace if the box is checked on the Necklace or Bracelet Listing.
If you would like your chain extender to be detachable, you can leave us a note in the “special instructions” or purchase the chain extender from our add on listing.
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 firstname.lastname@example.org 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.
Do you charge sales tax?
Only Utah customers are assessed sales tax, per Utah State law.
Frequently Asked Questions
Reach out to us at email@example.com