Since all our products are produced *on-demand, we do not offer returns.
Bespoke commissions are not eligible for refunds or exchanges after customer’s approval and purchase.
We can only do size adjustments and exchanges in the case that the the item(s) is broken, faulty or damaged when you receive it.
Please make sure to check the product features and its description in detail including aesthetics, dimensions and/or sizing before you proceed to order, if you still have questions please contact us.
Please note: Design and making process marks or aesthetics will not be classified as “broken, faulty or damaged” goods. Every piece is made by hand and due to the nature of the stones, techniques and/or materials used, each piece may vary in appearance. You will need to send specific details and pictures of what you consider the piece to be “broken, faulty or damaged”. Please do not send your item(s) back to us until you have a confirmation of the “exchange approved” email from MARIAZ.
*on-demand: A manufacturing process where goods are produced when or as they are required
Please email us at connect@mariaz.co.uk after you notice you have to make an exchange, stating the reasons and images of the product so we can evaluate your request. We have a meticulous quality control process before we pack orders to ensure you receive the items in perfect condition. In the case that the item(s) was broken and or damage during the delivery journey, we need to provide full proof to our delivery partners to solve the issue. Please make sure to provide us with the appropriate documentation if needed. Exchanges must be made within 14 days after receiving your order.
EXCHANGES:
In the rare case that you receive the piece with all the components or even just one of them broken, faulty or damaged, you still need to send the whole piece back to us for full repair or replacement.
Some components within the chains are one-of-a-kind. If we are unable to replace the component(s) (broken, faulty or damaged), you would be eligible for a credit voucher for the full amount of the component(s). You can use this credit voucher for new replacement purchases.
In order for us to process your request, you must return the item(s) back to us in the original packaging and in the same condition that you received it (new and unused) and with the appropriate documentation. You will be notified via email when we receive your parcel and the status of the exchange procedure.
We will cover the shipping costs to send the new and/or repaired item(s) back to you, but please keep in mind you will have to cover the shipping costs to send the broken, faulty or damage item(s) back to us.
Please make sure you do recorded delivery and insure the package for loss and/or theft. We would not be able to process exchanges in the event of loss and/or stolen goods.