FAQs

FREQUENTLY ASKED QUESTIONS

WHAT HAPPENS AFTER PLACING AN ORDER?

After placing your order, you will receive an email confirmation. Once your item has shipped, you will receive a second email with tracking information. You can also log into your account at any time to view the progress of your order.

If you have additional questions, please email customerservice@mayabrenner.co.uk.

 

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

We do our best to keep all of our items in stock, but due to the custom nature of many of our designs it can take 21-28 days for your order to ship. Orders placed after 9:30 am GMT will be processed the following business day. Orders placed after 9:30 am GMT on Friday will be processed the following Monday. 

Arrival times depend on your chosen shipping method. If you need your jewelry by a specific date, please select the expedited shipping option and indicate any special instructions in the comments section when placing your order. You can also email customerservice@mayabrenner.co.uk to confirm that 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 telephone or e-mail.

 

WHAT ARE YOUR DOMESTIC SHIPPING POLICIES?

We ship all of our domestic orders insured via UPS. Fees are based upon your location and chosen delivery method, which will be calculated in real time during checkout.

  

HOW DOES THE JEWELRY COME PACKAGED?

All of our pieces ship out of our studio in our signature Maya Brenner gift boxes.

All items ship in Maya Brenner branded boxes and included branded labels. If you require your shipment sent in a plain box please reach out to us at customerservice@mayabrenner.co.uk. 

 

CAN I ADD A LETTER, CHARM OR STONE TO A NECKLACE I ALREADY OWN?

Of course. To add extra letters to your necklace, follow the instructions on the "Add Letters + Charms + Stones" page of MayaBrenner.com. Please mail your necklace in a way that guarantees it will not tangle. If your necklace requires extra attention due to a knotted chain, a fee may apply. A tangled necklace may also cause delays in production. You can email customerservice@mayabrenner.co.uk for any additional questions or advice on the safest way to send your jewelry to our studio.

 

CAN I CUSTOMIZE MY LETTER PLACEMENT?

Unfortunately, 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.

 

WHAT IS YOUR RETURN POLICY?

Our #1 goal is customer satisfaction. If you are unhappy with your purchase, return it to us within 2 weeks of the date it was shipped to you. To make a return or exchange, contact us at customerservice@mayabrenner.co.uk for confirmation. This policy does not apply to custom orders or rings, which are final sale. For your protection, your return should always be shipped insured and include a copy of your receipt.

Please note that shipping costs are not refundable and Maya Brenner is not responsible for returns that are lost in the mail.

 

WHAT IS YOUR REPAIR POLICY?

We’re happy to repair any design purchased through our website. If your piece requires repair more than 3 months after receiving it, fees may apply. For more information, please contact us at customerservice@mayabrenner.co.uk. 

 

HOW DO I CARE FOR MY JEWELRY?

Our jewelry is meant to be lived in and loved. Our 14k gold jewelry 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. We suggest removing your jewelry when there is a risk of it being pulled. Here’s how to make your special piece feel new again:

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

Sterling silver naturally oxidizes over time, which may lead to slight discoloration of the metal. Restore shine by cleaning your jewelry with a polishing cloth or jewelry cleaner.