Our custom jewellery is handmade to order in London. We do our best to keep single letter necklaces and collection pieces in stock, but due to the custom nature of many of our designs it can take 2-3 weeks for your order to ship.

If you need your jewellery by a specific date, please email customerservice@mayabrenner.co.uk to confirm whether the item you wish to purchase is in stock. If you have ordered a piece that is delayed or unavailable, we will notify you via e-mail.

We recommend all orders be placed through our website.

Please contact us within 24 hours of placing your order if any changes need to be made.

We start working on your order shortly after it is placed so it’s really important to get in touch asap if you need to cancel it. Once your order is in production, we are no longer able to cancel it.

Yes! Please purchase our gift cards directly through our website here.

All of our UK orders are shipped from our studio in London and sent tracked and insured via DHL or Royal Mail. 

If a customer requests a delivery modification, such as “deliver without signature” or “deliver to my safe place,” the customer agrees that Maya Brenner and the shipping carrier will not be held liable for any loss or damage that may occur following this request.

Yes, we do! International Shipping, Taxes & Duties will be calculated at checkout and included in final pricing.

If you are located in the United States you can make your purchase from our US website: https://www.mayabrenner.com/

All of our pieces ship in our signature Maya Brenner branded gift boxes. The external packaging is plain and unbranded.

We are happy to include a small card with a gift note upon request! We also offer cute greetings cards for purchase that can include a note as well. Browse our Gift Shop here.

We never discount our letter collection but we do occasionally offer promotions on some other collections. Every so often we might surprise you with a sample sale.

All custom jewellery is considered a final sale.

All non-custom purchases are eligible for return within 2 weeks of receipt. To make a return or exchange, contact us at customerservice@mayabrenner.co.uk for confirmation.

We recommend using registered/insured mail for returns. Please note that shipping costs are not refundable and Maya Brenner is not responsible for returns that are lost in the mail.

All of our jewellery is solid 14k gold. Some 14k gold metals may contain small amounts of nickel. 14k rose gold includes copper.

Yes! Our 14k gold jewellery is meant to be loved and lived in. It can be worn in the shower, pool and while working out. As gold is a naturally soft material, chains can stretch over time or when pulled or snagged.

We also suggest removing your jewellery when there is a risk of it being pulled. This is particularly true with bracelets as they are more prone to getting caught.

Gold and diamond jewellery can be cleaned using a combination of gentle dish soap and warm water.

We don’t have a bricks and mortar shop but you are very welcome to visit our London studio where we have a selection of jewellery and we can help with ring sizing.

Our studio visitation hours are Mon-Fri 10am - 3pm. We are open by appointment only so just drop us a line if you want to stop by customerservice@mayabrenner.co.uk

We’re very close to Parsons Green tube station: 

Maya Brenner UK LTD
27 Ackmar Road
Unit 12B
London
SW6 4UR 

The best selling length for our letter necklace is 16”. However, we recommend you measure your favourite necklace before ordering because all necks are different and the necklace may fit differently depending on the person. Please refer to our sizing guide for more guidance.

Yellow is our best selling gold option. However, we recommend you choose the gold that you like best.

We are not able to alter the set placement of our letters. The necklace is specifically designed to be asymmetrical yet balanced, and therefore any variation of this leads to it laying incorrectly when worn.

Due to the delicate nature of the necklace and the way the letters are attached to the chain it is common that the letters will flip around while being worn.

It is common that the necklace will rotate around the neck while being worn. We recommend adjusting your necklace every so often to prevent the clasp lying in the front of the neck.

Since the letters and the clasp are so lightweight they move as the chain moves, and we can’t stop that from happening. Most necklaces can keep a pendant or charm in the front but you will notice that the actual chain also rotates around throughout the day. Some may do it more than others depending on how many letters are on your necklace and/or length of chain but it’s really a matter of if it bothers you more than you love your necklace! :)

Yes! The 5th position in the center of the necklace is meant to anchor the chain and lays in a different direction than the other charms, per Maya’s design.

Yes! You can now add up to 7 letters on our website. If you want more than 7 letters, please send an email to customerservice@mayabrenner.co.uk 

An adjustable chain will allow the option of wearing your necklace at different lengths. We offer 2 options for this. One is a removable extender and one is attached to the chain. Both options are the same exact same cable chain as our necklace so that they blend well with the design.

Yes! You will just need to leave a comment specifying your desired metals for the charms and chain in the order notes on the shopping cart page.

Of course. To add extra letters or charms to your 14k gold necklace, visit our Add-a-Letter Boutique.

Be sure to review the "Changes you'd like made to your necklace" and check off anything you'd like done.

For UK Customers:

 Add-a-Letter Boutique purchases now include a ‘Maya Brenner Ship Kit’ for UK customers.

The kit includes everything you need to ship your necklace to us safely. Please do not send your necklace back in any other packaging. We will contact you within 48 hours (approximately 2 business days) after your package arrives at the studio. The current production time for the Add-a-Letter service is 2-3 weeks. 

For International Customers:

Please ship your necklace to our UK studio. Package your necklace so the chain doesn’t tangle during transit. Don’t have the original Maya Brenner Jewellery box? We recommend looping it through a straw or carefully attaching it to a piece of paper with a small amount tape. Please make sure to include a copy of your order confirmation and any requests for repair or changes. We will contact you within 48 hours (approximately 2 business days) after your package arrives at the studio. The current production time for the Add-a-Letter service is 2-3 weeks.

No, it does not. Our expert jewellers keep the necklace’s length the same as when they receive it, unless otherwise requested by the customer.

The only way to remove an existing character from the chain is by replacing it with a new letter, charm or birthstone. Please send an email to customerservice@mayabrenner.co.uk to receive further instructions for this service.

Your new letter or charm will be placed in the next available position in accordance with our placement chart. For example, if you have a 2-letter necklace and are adding your 3rd, it will be placed in position #3. Please reference our position and placement chart available to you on all letter collection pages.

We’re happy to repair any jewellery purchased through our website. If it is deemed by our customer service that it is due to our manufacturing, we will waive any fees for up to 3 months from receipt. After this time frame, depending on the type of repair necessary a fee may apply. All jewellery repairs must be approved by our customer service team before being sent back to us. You can get started on a repair here.

If you’ve purchased a necklace that is too short, please check out our extenders here.

If you feel as though your chain is too long, we can certainly help with length adjustments as well. Please submit a repair form here to get started on the process.

Yes. Due to the delicate nature of the links on our chain and the malleability of gold, it is common that with frequent wear the necklace will stretch over time. Please fill out a repair form here if you would like to have it shortened.

Patience! But seriously, we have found that the best way to remove a knot from a chain is with a safety pin. Lay the chain on a flat surface and move the sharp point of the safety pin back and forth through the centre of the knot. As it loosens you will be able to gently untangle the chain. If the tangle is too tricky, we can of course detangle for you. Please fill out a repair form here if you would like us to detangle your necklace.

When sending your jewellery back to our studio for services please use the original jewellery box that your necklace was sent to you in. If you no longer have this, we have also found that looping your necklace through a straw works just as well!

Please do not send your jewellery wrapped in cling wrap, taped to paper or card, or inside envelope without padding/protection. This may lead to damages to your jewellery that we are not responsible for.