Shop Policies

CUSTOM ORDERS AND REMAKES

Generally, I do not accept custom orders unless the design is completely up to me. You will be required to pay 50% up front and the rest upon completion. You will be provided with a preliminary design image and then have approval on the final design. No refunds accepted. You will also be responsible for a consultant fee of the time I spend communicating with you past the initial communication. 

In terms of remaking past designs: most of my designs are unique, and I am not able to recreate them. I buy a lot of my gems in small batches and have difficulties finding more. If a remake requires me sourcing more gems, it will need to be a higher quantity order (i.e. for a bridal party) of at least 5 items to make it worth buying the strand of gems.

PAYMENT

Credit and Debit cards: All major debit and credit cards are accepted. During check out be sure to enter correct billing information. 

PayPal: PayPal payments are accepted. If you pay using an e-check your order will not ship until the payment has cleared. E-checks can take up to 7 business days to clear.

Billing: Charges will appear on your billing statement as SP* MALLI JEWELRY

Payment Plans: Payment plans are not available unless otherwise stated. If you are given a payment plan, 50% is due up front, failure to pay your installments results in all money previously paid forfeited, and you will be blacklisted from future purchases. Payment plans are an extra time investment on my part. I wish for my work to be as accessible as possible to many people. Only inquire about a payment plan if you are willing to agree to the above terms. 

 

SHIPPING 

All orders will be processed and shipped within 5-7 business days. All orders will be shipped with USPS and will come with tracking numbers. You will be able to track the order with this number within 24-48 hours after your order has shipped. Please do not contact me concerning the shipment status of your order unless it has been more than 7 BUSINESS DAYS, the order does not say shipped, and I have not contacted you concerning your order.

Domestic orders should arrive within 1-3 business days but can take up to 7.

Canadian orders should arrive within 7-14 business days.

International: If your package has not been delivered within 6-10 business days please check your tracking number to see if it is being held at your local post office or customs. If your package is being held at customs, you may be required to pay additional duties or taxes due to the package entering your country. This is out of my control as this is a regulation of your country, therefore a refund will not be issued for this amount. I will not ship your order as "gift" to avoid you potential custom fees as this is mail fraud. If your package is returned to due to an incorrect address, un-paid customs taxes, etc, you will be required to pay return shipping if you choose to receive the piece back or I will refund the full amount of the piece minus original shipping costs once the package is back in my possession. 'Return to the sender' from international countries can take anywhere from 6-10 weeks. Any refunds will not be made until the package has been returned to me via USPS. 

 

DELIVERY 

Please know that I have shipped out your items with all the love in my heart, but that sometimes things are out of my control. Your package is insured, and once you have that tracking number, things are out of my control.

 

If your package has been MISDELIVERED (showing delivered, but clearly not in your possession), please contact your local post office FIRST. I have no control over this. It is a USPS issue. I can only see the same tracking information you can. I do not have a magical ‘in’ at USPS. I wish I could teleport the packages to you, but sadly, I can’t. So please contact your local post office. They can see a lot more information than I can, and are usually able to find your package. Sometimes delivery drivers will state the package is ‘delivered’ before they have actually dropped it off. I know it stinks, but just give it a few days and then contact the post office if it hasn’t shown up.

 

If your package is MISSING OR LOST, please take note of the day it was supposed to be delivered. 3-5 business days after it was supposed to be delivered and has not been, please contact USPS. You can file a missing package report on their website. I cannot do this for you. If the package still hasn’t been found after 14 business days, please contact me, and I will file an insurance claim with USPS. Once USPS has sent me the claim money, I will forward it onto you within 10 business days. Should I have the supplies and time to make another of the same item (and you still want it), I would be more than happy to apply the claim money to the item and create another for you. Obviously, I want you to get your jewelry. I put so much love into it, and I want to see you love it as well. I apologize for all of the delays in a missing or lost package instance, but I truly cannot do anything to expedite the process.

If your package has been DAMAGED, make sure you take pictures immediately of both the packaging and the damaged item. I am not responsible for a refund, but I will help you file an insurance claim with USPS as it is due to them that the item is damaged. A refund from them can take up to 10 business days. It is of the utmost importance that you contact me immediately when this happens. I put a lot of care into packaging my jewelry, and obviously, this doesn’t happen often. When it does, I need to know, so I can get the claim filed. Should I have the supplies and time to make another of the same item (and you still want it), I would be more than happy to apply the claim money to the item and create another for you. Obviously, I want you to get your jewelry. I put so much love into it, and I want to see you love it as well. I apologize for all of the heartbreak that comes with a damaged package, but I truly cannot do anything to expedite the process until USPS fixes their mistake.

If your package has been STOLEN, luckily, this is uncommon. Neither I nor USPS can do anything about a stolen package. If the package has been delivered to you properly on your property, it is considered in your possession. Around the holidays, I would highly recommend asking for a signed confirmation delivery if you live in an area where you are worried about this happening. You will need to contact me immediately after ordering, and it will cost a few dollars extra, but at least your package will be delivered to you safely! I’ve had packages delivered to friends in the past when I was worried about this. Again, neither I nor USPS can issue a refund for this. I’m sorry.

If you put in the WRONG ADDRESS, please contact me within 24 hours of your purchase to have it corrected. You will need to provide the correct address and your order number. I cannot be held responsible for you putting in an incorrect or undeliverable address. If a package comes back to me because the address is incorrect or undeliverable, I will either resend it per your request where you will need to pay return shipping or issue you a refund minus the original shipping amount.

 

RETURNS, CANCELATIONS, EXCHANGES

I have a strict ALL SALES ARE FINAL policy. I am a small business. Your purchases help me to feed my family, have a roof over my head, and buy more supplies. Please be sure about your purchase before you make it. Check your sizes and your budget. If you believe a mistake has been made on my part (i.e. sending the wrong item), please contact me immediately, and I will look into it.

If you are worried about sizing, there are many things you can print online to help you. You can also take a string, headphone cord, long strip of paper, etc… to measure things like your wrists, ankles, fingers, neck, etc to see how things will lie on you or fit you. I recommend you do this before purchasing from any jewelry store. These are good numbers to know. You can measure your ring size by wrapping a string around your finger, marking where the ends meet and then sizing it on a ruler. Ring sizes and dimensions can be found via a quick google search.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that I can evaluate the issue and make it right.

 

Exchanges
Exchanges are not something I usually provide. However, if you contact me before the item is shipped, and I have an identical one still in the shop that's in a different size, I will consider exchanging it for you before it is shipped. This is not guaranteed and will be evaluated on a case-by-case basis. Once an item has shipped, any exchange you wish to make will be made at my discretion. The exchange must take place within 30 days, and the item you wish to acquire must be of equal or greater value. You will also pay for all shipping and handling.

 

Refunds
We will notify you once we’ve received and inspected your exchange, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

REPAIRS

I do not do repairs on jewelry I have not created. Malli Jewelry should not need repairs unless it is mishandled. In most cases, the repair should be a simple case, and I will send you a quick video on how to fix it yourself. If the repair is not a quick fix, I will provide you with an estimate on how much it will be to fix it if I have the time and materials to do so. The estimate will not include shipping costs which you will need to cover.

PLEASE REFER TO 'JEWELRY CARE' PAGE TO LEARN HOW TO BEST TAKE CARE OF YOUR JEWELRY.