Production & Shipping
WHAT IS YOUR PRODUCTION TIME?
All personalized 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.
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.
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.
CAN I UPGRADE MY SHIPPING SPEED AFTER MY ORDER HAS BEEN PLACED?
Our system is unable to upgrade shipping speeds after an order has been placed.
You may reach out to our customer support team at info@madebymary.com immediately, requesting to cancel/refund your entire order {as long as your order has not been started in any way; if it has been started our team is not able to accommodate your request} and you can then reorder with your desired shipping speed.
DO YOU SHIP TO PO BOX, APO, OR FPO ADDRESSES?
Yes, we do ship to PO Box addresses. Simply enter your PO Box in the shipping line when placing the order.
We do not ship to APO or FPO addresses.
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 CHECKOUT? (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!
Returns, Exchanges & Reworks
WHAT IS YOUR RETURN/EXCHANGE TIME FRAME?
We accept returns/exchanges within 30 days of your order delivery date for any unworn pieces that are not final sale.
Please note: Returns outside of our standard 30-day window are not eligible for a refund to the original payment method.
WHAT IS YOUR RETURN/EXCHANGE POLICY
- Pieces that are ready to ship and pieces that are stamped with a Made by Mary standard option are eligible for a full refund, exchange, or store credit within 30 days of delivery.
- Pieces that are stamped with customer personalization are eligible for either 75% exchange or 75% store credit within 30 days of delivery. (No refunds will be issued)
- Pieces that are labeled as final sale are not eligible for return or exchange.
- Please note that original shipping fees will not be refunded. Only orders purchased with Re:do Shipping Protection are eligible for free shipping on returns/exchanges; all other orders are subject to shipping costs on returns/exchanges.
HOW DO I INITIATE A RETURN OR EXCHANGE?
- Add your anVisit the following link - Returns Portal
- Enter your order number and email address
- Select the items you want to return or exchange and choose the reason for your return
- Determine which return outcome you’d like
- Securely pack item(s) in a small box or padded mailer. If available, please use original packaging.
- Attach your return label to the package and drop it off within 30 days to your nearest USPS location.
Please note that original shipping fees are non-refundable.
**Orders from Facebook and Instagram: Please follow steps 1-6.
**Orders from TikTok Shop: If your order is eligible for a return or exchange, it must be processed manually through TikTok. Unfortunately, these orders cannot be returned through our automated returns platform.
If you need assistance with a TikTok Shop order, please email us at info@madebymary.com and include the details from steps 2-4 above so our support team can help you with your request.swer here.
WHY ARE SOME STAMPED PIECES NOT ELIGIBLE FOR A REFUND?
Every customer-personalized piece is carefully hand-stamped to fulfill your unique order by our team of talented artisans, and they cannot be re-sold. We want you to love your Made by Mary jewelry, and gladly offer either a 75% exchange or 75% store credit if you aren’t happy with your personalized piece.
DOES MY PIECE COME WITH A WARRANTY?
We stand by our work and the quality of our products; we are happy to offer a 6 month warranty on all products.
WHAT DOES THE WARRANTY COVER?
- Our 6 month warranty covers the following:Manufacturing defects (broken chain, faulty clasp, etc.)Production errors (incorrect size sent, stamping error on our end, etc.)
- If one of the above applies to your order, please submit a claim using the following link: Returns Portal
- Please note that the following are not covered under warranty:Regular wear and tearFailure to follow jewelry cleaning instructionsLost/stolen piecesDamage caused by improper use or altered by a 3rd party
- Our team may ask for additional information regarding your piece to confirm the validity of your warranty claim; MBM reserves the right to deny any claims found to be fraudulent or outside of the stated warranty coverage.
WHAT IF I NEED A DIFFERENT SIZE?
Unworn pieces can be exchanged for a different size or chain length within 30 days of order delivery.
DO YOU OFFER REPAIRS?
- For all repairs, please contact us at info@madebymary.com
- If your chain breaks, we offer an Adjustable Flat Cable Chain.
- When sending items in for rework, please use a trackable and insured shipping method. Packages are sent at your own risk and Made by Mary is not responsible for items lost or damaged in transit or while in our care.
Redo Shipping Protection
WHAT IS RE:DO SHIPPING PROTECTION?
Re:do is a company we partner with that provides extra protection for your purchase on its way from us to you. When added to your order, it protects against loss, theft, or any damage during transit.
HOW DO I FILE A CLAIM FOR A LOST, STOLEN, OR DAMAGED PACKAGE?
You can file a claim here or by emailing our customer support team at info@madebymary.com. Please provide the following information: first/last name on the order, order number, shipping address, and any additional information you find helpful.
For lost/stolen packages: Must be submitted no sooner than 7 days prior to the most recent tracking update or delivery date and no later than 30 days from the most recent tracking update or delivery date.
For damaged items: Must be submitted within 15 days from the date of delivery.
WHAT IS CONSIDERED A LOST OR STOLEN PACKAGE?
A shipment that states "delivered" by the carrier that has not arrived to the address provided at checkout.
A shipment that appears to be lost by the carrier where the status has not updated and is not marked as “delivered”.
Invalid/incorrect addresses are not considered to be lost as the carrier was unable to deliver. In most cases these will be returned to our studio at which point our customer support team will reach out via email and can reship your package to a new address.
WHAT IS CONSIDERED A DAMAGED PACKAGE?
A shipment with items that were broken or damaged upon arrival.
Part of the order is missing due to the package being opened or tampered with in transit.
HOW SOON AM I ELIGIBLE TO SUBMIT A CLAIM?
For lost/stolen packages: Must be submitted no sooner than 7 days prior to the most recent tracking update or delivery date and no later than 30 days from the most recent tracking update or delivery date.
For damaged items: Must be submitted within 15 days from the date of delivery.
WHAT IS THE RETURN POLICY FOR RE:DO SHIPPING PROTECTION?
While Re:do Shipping Protection is final sale, we gladly accept returns/exchanges on any unworn pieces within 30 days of your order delivery date.
COMMONLY ASKED QUESTIONS ABOUT RE:DO SHIPPING PROTECTION:
If I purchase without Re:do Shipping Protection will you cover my order in case of loss, theft or damage?
- No, by opting out of shipping protection, Made by Mary is exempt of liability in case of loss, theft or damage and is not responsible for reshipping your package or providing a refund.
I didn’t want Re:do Shipping Protection on my order. Can you refund me?
- Re:do Shipping Protection is final sale and cannot be refunded.
I think my order is lost; there hasn’t been an update in a few days. Can I submit a claim?
- We reserve the right to classify your package as being delayed and may wait 7-14 days for an update if there are known delays due to weather, holidays, etc that may be out of our control.
*Our team may ask for additional information regarding your order to confirm the validity of your claim. They also reserve the right to deny a claim if found to be fraudulent.
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, a 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?
Absolutely! After adding items to your cart, continue to checkout.
After selecting your shipping method, you’ll find a “Make it a gift” section where you can include a message on the packing slip or upgrade to a gift bag with a printed note card.
WHAT IF I'M SHOPPING FOR MULTIPLE PEOPLE?
We’ve got you covered. After adding items to your cart, head to checkout.
After selecting your shipping method, you’ll see a “Make it a gift” section where you can choose “Package items separately?”
Each item will be packed in its own gift-ready book box, making gifting simple and seamless.
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.
CAN I BOOK AN APPOINTMENT FOR PERMANENT JEWELRY?
We are no longer offering permanent jewelry at this time, and we apologize for any inconvenience this may cause. If your piece has broken and is within our 6-month warranty, please contact our team atinfo@madebymary.comfor assistance.
Order Changes
CAN I CHANGE MY ORDER?
If the order has not been stamped or started yet, we'll do our best to accommodate a cancellation. Please emailinfo@madebymary.comwith your first and last name, order number, and request a cancellation.
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.
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.
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% APR, no hidden or late fees. Checking eligibility has no impact to credit.
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.
WILL USING THE INSTALLMENTS FEATURE ON SHOP PAY IMPACT MY CREDIT SCORE?
Checking eligibility to pay installments through Shop Pay has 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?
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.
Jewelry Care & How-To Guides
HOW DO I CARE FOR MY JEWELRY?
For general care practices, see our Jewelry Care section that is lower on this 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 PUT IN YOUR LIVE IN HOOPS
Want to see it in action?
Watch our quick tutorial here: https://madebymary.com/pages/how-to-put-in-your-live-in-hoops
1. Open the hoop
Gently pull the hoop apart by twisting each end slightly away from the other.
2. Position the earring
Hold the hoop horizontally so the thinner end is at the front of your earlobe and the other end sits behind it.
3. Insert the post
Slide the thinner end through your piercing.
4. Close the hoop
Carefully twist the two ends back toward each other and guide the thinner end into the opening until it clicks into place.
It may take a couple of tries — that’s totally normal. Once it’s in, you’re good to go ✨
Need a little help?
Try inserting the hoop from the back of your ear so it fastens in the front, or ask a friend to help secure it.
Made for everyday wear
Your huggie hoops are designed to stay put through sleep, showers, and everyday adventures. We recommend checking them occasionally to make sure they’re still securely closed.
HOW TO ADD A PHOTO TO YOUR LOCKET
Want to see it in action?
Watch our quick tutorial here: https://madebymary.com/pages/how-to-add-photos-to-your-locket
1. Open your locket
Gently open the locket and use tweezers or a small pin to lift out the clear plastic insert from one side. (It’s firm, so it should pop out easily.)
2. Choose your photo
Your photo will be trimmed to about 8mm x 11mm. So choose an image that works well at a small scale.
3. Print on photo paper
For the best quality, print your image on photo paper (not regular copy paper).
4. Trace the shape
Place the clear insert on top of your printed photo and lightly trace the outline.
5. Cut and place your photo
Carefully cut out the photo and place it inside the locket. Then set the plastic insert back on top to hold it in place.
6. Repeat for the other side
Follow the same steps to add a photo to the other side of your locket, if desired.
Tip: You can utilize this Canva Template or use the Locket Studio App to help you resize and print images for your locket!
HOW TO ADD YOUR CHARMS
Want to see it in action?
Watch our quick tutorial here: https://madebymary.com/pages/charms
Or follow the simple steps below:
1. Open the link lock
Gently lift the small tab to open the clasp.
2. Remove the chain
Slide the chain link off the non-hinged side of the lock (it should come off easily).
3. Add your charms
Slide on each charm one at a time, making sure they’re all facing the same direction.
4. Secure your necklace
Place the chain back onto the non-hinged side and snap the hinge closed until it clicks.
That’s it! Your charm stack is ready to wear ✨
Collaborators
Contact Us
Operating Hours:
Monday - Friday: 9am-4pm MST
Saturday - Sunday: Closed
You can reach us by email at info@madebymary.com. We try to respond to all emails within 24-48 hours (week days).
Please see our FAQs and Shipping / Returns Policies for answers to most questions.