Returns Info

MJ Makes returns simple and fair for you.

What if I change my mind about my order?

We get it…minds can change and so can circumstances. Due to hygiene, we cannot exchange or refund earrings unless they are faulty or they have been sent in error. However, for necklaces, bracelets and brooches you have 30 days to exchange.

Here’s the vital info:

  • Earrings cannot be exchanged or refunded if you change your mind.
  • You have 30 days to tell us if you have changed your mind about your purchase. After which you may exchange or refund your item.

Here’s what do if you change your mind:

  • Email or call us with your order number/ email address that you used to order the jewellery
  • Tell us what you would like to exchange the item/s for OR if you would prefer a refund.
  • You will need to pop the original item/s we sent to you back in the post. If you want to guarantee delivery then please use a tracked service.
  • When you pack up the item/s put a note in the envelope with:
    • Name
    • Order number
    • Email address
    • Your address
    • The reason you want an exchange or refund you. (Don’t worry, you’re allowed to say you don’t like it).
  • When we receive the original item/s back, we will contact you with the details you provided and let you know that we have sent you the new item/s or refunded you. Refunds can take up to 10 days for banks to process.

How do I return a faulty item?

We take pride in checking our sterling silver jewellery and lovingly packaging it, however should something slip through the net, we are here for you!

Here’s the vital info:

  • You’ve got seven days to tell us about a faulty item.
  • We will do everything we can to get the replacement item to you as soon as possible, and at no extra cost to you
  • If you’re panicking, just call us, we are here to help!

Here’s what do if you receive a faulty item:

  • Email or call us with your order number/ email address that you used to order the jewellery
  • Tell us what is wrong with the jewellery
  • We will send you a replacement and a returns envelope
  • You will need to pop the faulty item back in the post in the returns envelope
  • If we haven’t received the original item back within 30 days we will contact you
  • Occasionally we may ask you for further information on your faulty product or a photo to best explain the issue.

What if the wrong item is sent?

We are human and sometimes the brain does weird things and occasionally the wrong pair of earrings does get sent sent out. And we are here for you when that happens. We also know that sometimes you’ve bought gifts and don’t open the box for a while, and we are still here for that too. And very sorry.

Here’s the vital info:

  • You’ve got 7 days to spot an error and let us know
  • At Christmas time, we extend the returns period to the 31st January
  • We will do everything we can to get the replacement item to you as soon as possible, and at no extra cost to you

Here’s what do if you receive the wrong item/s:

  • Email or call us with your order number/ email address that you used to order the jewellery
  • Tell us about the error
  • We will send you the correct product/s and a returns envelope
  • You will need to pop the original item/s we sent to you back in the post in the returns envelope we provide
  • If we haven’t received the original item back within 30 days we will contact you

What if I order an incorrect engraved item or engraved ring in the wrong size?

A personalised engraved message is a beautiful personalised gift, it is often bought to celebrate a meaningful moment and sometimes customers get the engraved message size wrong and we like to be as helpful as possible.

Here’s the vital info:

  • All engraved messages are considered bespoke items made to order, these are non refundable so please check everything is correct before you order.
  • Peoples fingers can change in size even between seasons, please get your ring size professionally measured at a jewellers before ordering an engraved ring.

Here’s what do if you order a secret message ring in the wrong size or you ordered an engravable item that needs changes:

  • Call/ email us with your order number/ email address that you used to order the secret message ring or engravable item
  • Tell us the ring size that you want/ the issue that needs fixing
  • In most cases an engravable item is non-refundable, however, we want our customers to be happy so will endeavour to try and help where we can.
  • If it’s an issue that we are happy to help out with, we will send you an e-invoice to pay the £8 processing fee if it’s applicable.
  • When the fee has been paid, we will send you a replacement ring/ piece of jewellery, if applicable, with a returns envelope
  • You will need to pop the ring back in the post in the returns envelope
  • If we haven’t received the original item back within 30 days we will contact you.

How do I pack-up my returns?

It is really appreciated (it makes our lives so much easier) when items returned to us are packaged appropriately.  

Please package the items back in their Martha Jackson box.

Please put the following details on a slip of paper:

  • Your name
  • Your order number (if you have it)
  • Your email address that you used to order the jewellery
  • The reason for returning

Goods are returned entirely at the sender’s risk. Martha Jackson cannot be held responsible for any damage or loss sustained in transit, however caused. We will acknowledge receipt of the package to you via email.

If we haven’t received the original item back within 30 days we will charge you the full amount of the item that you have sent back to us

Return address
Martha Jackson
Unit 16
14 King Square
Bristol
BS2 8JH