Commonly asked questions in relation to delivery, engagement and custom pieces or contact [email protected].
General Questions
We offer a range of customization options for our jewelry collection. To inquire about specific customization requests, please contact us at [email protected].
Our diamonds are conflict-free and are sourced from supplies who are compliant with the Kimberley Process. A GIA-certifed diamond or colored gemstone has undergone GIA’s rigorous grading system that highlights the 4Cs (carat weight, color, clarity, and cut), ensuring that you only invest in quality stones.
It is highly recommended that you determine your size before placing an order. Please view our sizing chart. We do offer ring resizing services if you find that your item doesn’t fit perfectly.
** Return Policy for Customized Products:**
Customized products are made according to each client’s unique preferences. Therefore, once a customized product’s design is confirmed, no changes can be made. As a result, customized products are non-refundable and cannot be exchanged.
** Return Policy for Ready-To-Wear Jewelry:**
We understand that you may change your mind about your purchase. If you’re not completely satisfied with your ready-to-wear jewelry, we’re happy to offer an exchange with store credit within 14 days of the purchase date. To be eligible for an exchange, the jewelry must be in its original condition and packaging.
Please note that any shipping costs associated with the return or exchange will be borne by the customer. We recommend using a tracked and insured shipping method to ensure the safe return of your items.
To initiate an exchange, please contact [email protected] with your order number and details about the items you wish to return. Our team will guide you through the process once the return is received and processed.
If you have any questions about our return policy or need assistance with returning your item, please don’t hesitate to contact us at [email protected]. We’re here to help!
Shipping + Processing
We utilise FedEx DHL, and SF EXPRESS as our shipping provider for all orders. Every shipment is insured and comes with a tracking number. It is also mandatory for all jewelry shipments to require a signature upon delivery. We kindly request your understanding that, given the high value of our products, we are unable to waive this requirement.
- FedEx 2-Day: 2 business days (excluding weekends and holidays)
- FedEx International: 2-6 business days (excluding weekends and holidays)
All MAIE Jewelry orders are shipped with comprehensive insurance coverage, and a signature is required upon delivery. In the event that you are not able to sign for your package, you have the option to request a hold through the FedEx DHL, or SF EXPRESS’ website. This will allow you to pick up your package at a local office of the designated shipping provider.
FedEx will make three delivery attempts before the package is automatically held at a nearby FedEx Centre or returned to MAIE Jewelry. If the package is held at a FedEx location, it will be available for pickup for a period of 2 business days. If the package is not retrieved within this timeframe, it will be returned to MAIE Jewelry.
It is important to note that any fees associated with the return of a package to MAIE Jewelry after failed delivery attempts will be borne by the customer.
The prices and shipping fees for international orders do not cover any Import and custom duties, value added taxes (VAT), tariffs, brokerage fees, or any other charges that may be imposed by the destination country. It is important to note that MAIE Jewelry is not responsible for these fees or any delivery delays caused by customs.
If the customer refuses to accept the delivery due to government-mandated costs imposed by the destination country, any expenses incurred in returning the package to the sender will be borne by the customer.
Please be aware that, as the recipient of the package, you are considered the official importer of record and must comply with all laws, regulations, and restrictions of the destination country.
Returns + Repairs + Warranty
We do not offer returns on custom jewelry. However, we do allow exchanges for our Ready-To-Wear (RTW) products, provided that they are unworn and undamaged. For more details, please read our Return Policy.
In the event that you jewelry item arrives damaged, please contact us immediately at [email protected] within 24 hours of receiving your package. We will be happy to assist you with the necessary steps to address the issue.
At MAIE Jewelry, we understand the importance of handling your repairs with utmost care and attention, ensuring that they are restored to their original quality. We make every effort to expedite the repair process, typically completing repairs within 1-3 weeks from the date we receive the item. It is worth noting that certain repairs may be more intricate and require additional time. Should we require extra time to complete your repair(s), we will reach out to you promptly with an updated timeline.
At MAIE Jewelry, we uphold the quality of our products. If damages are identified as a manufacturing defect or a quality-related issue, we will repair your item free of charge. However, please note that damages resulting from normal wear and tear may require a repair fee. The assessment of such damages will be conducted by our skilled jewelers, who will determine the appropriate fee. If a repair fee is applicable, a representative from MAIE Jewelry will contact you to arrange payment.
Our goal is to provide you with exceptional service and ensure the longevity of your jewelry.
With your MAIE Jewelry warranty, you are protected against any quality issues that may arise due to a manufacturing defect. This includes concerns such as loose diamonds or prongs, missing stones, broken clasps, and broken chains. It is important to note that while our warranty covers these manufacturing-related issues, it does not extend to loss of stolen pieces.
Wear and tear refers to the natural damage that occurs over time as a result of regular use. This can include various forms of damage, such as scratches on gold, cracked or scratched stones, misshapen pieces, and the need for cleaning or polishing. Please note that these examples are non-exhaustive, and wear and tear can manifest in other ways as well.
It is possible to replace certain earrings. For further details regarding this service, please contact [email protected], and we will be happy to provide you with the necessary information and assistance.
We offer the option to adjust the length of most necklaces for an additional fee. For further details regarding this service, please contact [email protected], and we will be happy to provide you with the necessary information and assistance.
Jewelry Care
To ensure the longevity of your fine jewelry and keep them in pristine condition, it is important to handle them with care. Please adhere to the following care instructions:
- Remove your jewelry before applying any shower products, lotions, perfumes, or any other chemical or oils. These substances can affect the colour and appearance of your jewelry. It is advisable to wait until perfumes and cosmetics are completely dry before wearing your jewelry.
- Avoid exposing your jewelry to water, regardless of whether it is fresh, chlorinated or salty. Additionally keep your jewelry away from high temperatures, such as prolonged sun exposure, x-rays or other sources of radioactivity.
- It is advisable to leave your jewelry at home when participating in strenuous activities, such as sports or gardening, to preven scratches or impacts on the pieces.
- Before going to bed, lay your jewelry out flat to prevent any potential damage. Ideally every piece should be stored in its own box or a fabric-lined case to protect it from being knocked or scratched.
- When storing necklaces, make sure to clasp them to avoid tangling.
- Take extra precautions when handling pearl jewelry pieces as they require special care.
By following these guidelines, you can preserve the beauty and condition of your jewelry for years to come.
To clean diamond jewelry, brush it gently with a small, soft brush, rinse it carefully in warm water, and then wipe it with a soft cloth. However, for jewelry pieces with stones other than diamonds (such as emeralds, sapphires, rubies, etc.), we recommend taking them to MAIE Jewelry for cleaning. As for pearl jewelry pieces, we recommended that you keep them away from water, lotions, and chemicals. We also offer cleaning and polishing services for a fee. For further details regarding this service, please contact [email protected].
