Damage protection & refunds
Our return policy covers manufacturing defects and damage in transit. We don't accept returns for buyer's remorse, wrong-size orders, or change of mind. Please read the details below before placing your order.
What we cover
We accept claims for items that arrive damaged or have a manufacturing defect (faulty clasp, loose stone setting, broken link, plating flaw on arrival).
Claim window
- Manufacturing defect or damage-in-transit claims must be submitted within 14 days of delivery.
- Exchanges are available within the same 14-day window, and only for items that arrived damaged.
- After 14 days, plating-related issues may still be eligible under our lifetime plating warranty — see below.
What we offer if your claim is approved
If we approve your claim, we'll first try to replace, exchange, or mend the piece. If none of those options are workable for the specific piece, we'll process a refund to your original payment method or — at your preference — store credit of the same value.
For damaged-on-arrival exchanges, expect either a replacement of the same piece (if in stock) or store credit if the piece is sold out.
What we don't accept
- You ordered the wrong size, wrong colour, or wrong product. Please double-check sizing and finish before checking out — these are not eligible for refund or exchange.
- You changed your mind, no longer want the piece, or it didn't suit you.
- Mystery products and free promotional gifts are excluded from all returns and exchanges.
- Earrings, for hygiene reasons, even if unworn — please size carefully before ordering.
- Engraved or custom-sized pieces.
Lifetime plating warranty
On 18k-gold-plated and silver-plated pieces, we offer a lifetime warranty against major colour issues — significant discoloration or fading of the plating. If a claim is approved, we'll provide a replacement or store credit; cash refunds are not part of the warranty.
The warranty does not cover:
- Lost or stolen jewelry
- Pearl discoloration or change of lustre
- Scratches, dents, or other minor damage from daily wear
- Normal wear and tear over time
- Misuse, accidents, or improper storage
- Damage from chemicals (perfume, lotion, chlorine, salt water, household cleaners)
How to start a claim
Email [email protected] within the relevant window (14 days for damage / defect, anytime for plating warranty) and include:
- Your order number (begins with MJ-)
- The piece you're claiming for
- Clear photos of the issue from a couple of angles, in natural light if possible
- A short description of when and how you noticed it
We respond within one business day with the next steps. If we ask you to send the piece back, we'll provide a return label or address — please don't post anything to us before we confirm.
Refund timing
Once an approved claim resolves in a refund, the funds usually appear on your card within 3–10 business days, depending on your card issuer. Store credit is issued instantly to your Marbles account.