At Mara+Elle we do everything in our power to ensure you are happy with the item(s) purchased.

We strive to give all of our shoppers complete customer satisfaction. There is nothing we want more than for you to be happy with your purchase so our policy is to rectify any issues.

 

 

1. ITEMS PURCHASED FROM OUR WEBSITE

 

 

If, within 14 days of your order being delivered, you change your mind, we will be happy to offer you an exchange or refund if the following steps are followed and approved.

In the interests of hygiene, earrings and other pierced jewellery are final sale. This means they are not exchangeable or refundable.

 

Exchanges

Please log your exchange request by emailing us at info@maraandelle.com within 14days of your order being delivered. Please include your name, order number and reason for exchange. Items are not guaranteed for exchange unless approved by our team.

Exchanges will not be processed until the items are received in their original condition and packaging with all the tags attached. We cannot accept items if the tags have been tampered with. Items that are worn or used will not be accepted. Items sent to us that do not meet our policy will be sent back to the customer at the customer's cost.

All customers are liable for their own shipping fees. We strongly advise you to obtain proof of posting with insurance covering the full value of the item(s).  We cannot be held responsible for any returned items until they reach us. We cannot accept responsibility for parcels lost in transit.

Customers are liable to pay for any remaining cost if they wish to exchange for a more expensive item. We are unable to refund the difference of an exchange if a customer wishes to exchange for a cheaper item.

 

Refunds

Please log your exchange request by emailing us at info@maraandelle.com within 14days of your order being delivered. Please include your name, order number and reason for exchange. Items are not guaranteed for a refund unless approved by our team.

Refunds will not be processed until the items are received in their original condition and packaging with all the tags attached. We cannot accept items if the tags have been tampered with. Items that are worn or used will not be accepted. Items sent to us that do not meet our policy will be sent back to the customer at the customer's cost.

All customers are liable for their own shipping fees. We strongly advise you to obtain proof of posting with insurance covering the full value of the item(s).  We cannot be held responsible for any returned items until they reach us. We cannot accept responsibility for parcels lost in transit.

 

Incorrect Items

 

Incorrect items must be logged within 24 hours after receiving the item in question by emailing us at: info@maraandelle.com. Please include your name, order number and images of the incorrect item.  

The replacements will not be processed until the incorrect items are received by Mara+Elle in their original condition and packaging with all the tags attached. We cannot accept items if the tags have been tampered with. Items that are worn or used will not be accepted. Items sent to us that do not meet our policy will be sent back to the customer at the customer's cost.

All customers are liable for their own shipping fees. We strongly advise you to obtain proof of posting with insurance covering the full value of the item(s).  We cannot be held responsible for any returned items until they reach us. We cannot accept responsibility for parcels lost in transit.

Replacements for incorrect items will be dispatched within approximately 2 working days after we have approved your replacement request by Next Day Delivery service.

 

Manufacturing Faults

Faulty items must be logged within 24 hours after receiving the item in question by emailing us at info@maraandelle.com. Please include your name, order number and images of the faulty item.  

The replacements will not be processed until the incorrect items are received in their original condition and packaging with all the tags attached. We cannot accept items if the tags have been tampered with. Items that are worn or used will not be accepted. Items sent to us that do not meet our policy will be sent back to the customer at the customer's cost.

All customers are liable for their own shipping fees. We strongly advise you to obtain proof of posting with insurance covering the full value of the item(s).  We cannot be held responsible for any returned items until they reach us. We cannot accept responsibility for parcels lost in transit.

A new piece will be made to replace the faulty item. Please note that lead times are approx 6-12 weeks. In the event that a replacement cannot be made, we will contact the customer to discuss other options.

 

 

 

2. FACE TO FACE PURCHASES OF FULL PRICE ITEMS:

 

 

Mara+Elle do not offer refunds, instead, we do everything in our power to ensure you are happy with the item(s) purchased.

In the interests of hygiene, earrings and other pierced jewellery are final sale. This means they are not exchangeable.

 

Jewellery Variations

All of our jewellery is handmade so there may be variation in the finishes. Antique effects are used on most pieces. Natural variations occur in the precious and semi-precious stones, druzy quartz, baroque pearls and hand painted enamel.

Click here to find out the best ways to look after your Mara+Elle jewellery.

 

Exchanges

Please log your exchange request within 24 hours after purchasing the item(s) in question by emailing us at info@maraandelle.com. Please include your name, order number and reason for exchange. Items are not guaranteed for exchange unless approved by our team.

Exchanges will not be processed until the items are received in their original condition and packaging with all the tags attached. We cannot accept items if the tags have been tampered with. Items that are worn or used will not be accepted. Items sent to us that do not meet our policy will be sent back to the customer at the customer's cost.

In the interests of hygiene, earrings and other pierced jewellery are not exchangeable.

All customers are liable for their own shipping fees. We strongly advise you to obtain proof of posting with insurance covering the full value of the item(s).  We cannot be held responsible for any returned items until they reach us. We cannot accept responsibility for parcels lost in transit.

Customers are liable to pay for any remaining cost if they wish to exchange for a more expensive item. We are unable to refund the difference of an exchange if a customer wishes to exchange for a cheaper item.

 

 

Incorrect Items

Incorrect items must be logged within 24 hours after purchasing the item(s) in question by emailing us at info@maraandelle.com. Please include your name, order number and images of the incorrect item. 

The replacements will not be processed until the incorrect items are received in their original condition and packaging with all the tags attached. We cannot accept items if the tags have been tampered with. Items that are worn or used will not be accepted. Items sent to us that do not meet our policy will be sent back to the customer at the customer's cost.

All customers are liable for their own shipping fees. We strongly advise you to obtain proof of posting. We recommend using Royal Mail Special Delivery Guaranteed by 1pm® with insurance covering the full value of the item.  We cannot be held responsible for any returned items until they reach us. We cannot accept responsibility for parcels lost in transit.

Replacements for incorrect items will be dispatched within approximately 2 working days after we have approved your replacement request by Next Day Delivery. We will refund the Royal Mail Special Delivery Guaranteed by 1pm® postage cost of sending the item back to us up to £10. We cannot refund the cost if an alternative postal/courier service is used.

 

 

Manufacturing Faults

If the item was purchased with manufacturing faults then these guidelines do not apply. Please refer to our “Face to face SALE purchases” section.

Reasons listed under "Jewellery Variations" above do not count as manufacturing faults.

Faulty items must be logged within 14 days of purchasing the item in question by emailing us at: info@maraandelle.com. Please include your name, order number and images of the faulty item. 

The replacements will not be processed until the incorrect items are received in their original condition and packaging with all the tags attached. We cannot accept items if the tags have been tampered with. Items that are worn or used will not be accepted. Items sent to us that do not meet our policy will be sent back to the customer at the customer's cost.

All customers are liable for their own shipping fees. We strongly advise you to obtain proof of posting with insurance covering the full value of the item(s). We cannot be held responsible for any returned items until they reach us. We cannot accept responsibility for parcels lost in transit.

Replacements for faulty items will be dispatched within approximately 2 working days after we have approved your replacement request by Next Day Delivery. We will refund the Royal Mail Special Delivery Guaranteed by 1pm® postage cost of sending the item back to us up to £10. We cannot refund the cost if an alternative postal/courier service is used.

A new piece will be made to replace the faulty item. Please note that lead times are approx 6-12 weeks. In the event that a replacement cannot be made, we will contact the customer to discuss other options.

 

 

 

3. FACE TO FACE PURCHASES OF SALE/DISCOUNTED ITEMS:

 

NO RETURNS, REFUNDS OR EXCHANGES
All sales/discounted items are excluded from the terms and conditions on our website and anywhere else you may read them. 
Sales/discounted items are void of warranty. 

Sales/ discounted items may have slight defects and we do not offer refunds or returns on sale goods.
All sales are final.
All items are sold as seen. 
It is your responsibility to check items before making a purchase.

 

 

 

4. BESPOKE ORDERS

 

Please be aware that under no circumstances can we accept returns on bespoke custom made or personalised jewellery that has been made specifically for your order. We correspond with our clients the whole way through the process from the time of order until the piece(s) is finished. The item of jewellery is only made when the client confirms in writing and pays the agreed deposit amount. The balance of the payment is payable when the item reached the UK and is ready for collection/dispatch. 

 

 

5. ITEMS PURCHASED FROM OUR STOCKISTS

 

If you have purchased items from one of our stockists (whether online or in-store and would like an exchange or refund, you need to check the returns policy of the stockist you bought the item from and deal with the stockist directly.

 

 

6. OTHER:

 

Repairs

Depending on the nature of the repair, it can take up to 6-12 weeks and may be subject to a repair fee.