If I place an order today when will I receive it?
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 email@example.com 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.
Can I place an order over the phone?
We recommend all orders be placed through our website.
Can I change an order after confirmation?
Please contact us within 24 hours of placing your order if any changes need to be made.
Can I cancel my order?
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.
Do you sell gift vouchers?
Yes! Please purchase our gift cards directly through our website here.
Which shipping service do you use?
All of our UK orders are shipped from our studio in London and sent tracked and insured via DPD or Royal Mail.
Do you ship internationally?
Yes, we do! Please note that any import duties, taxes, courier and brokerage fees on orders being shipped outside of the UK will be billed directly to the customer by our global carrier (DHL) according to the rates specified by your country's region. These payments are the customer's responsibility. Maya Brenner is not able to provide estimates for these charges and will not provide any refunds.
If you are located in the United States you can make your purchase from our US website: https://www.mayabrenner.com/
How does the jewellery come packaged?
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.
Do you ever have sales?
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.
What is your return policy?
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 firstname.lastname@example.org 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.
Does your jewellery contain nickel?
All of our jewellery is solid 14k gold. Some 14k gold metals may contain small amounts of nickel. 14k rose gold includes copper.
Can I swim, shower, work out in my MB jewellery?
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.
How do I clean my jewellery?
Gold and diamond jewellery can be cleaned using a combination of gentle dish soap and warm water.
Can I buy MB jewellery in person?
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 email@example.com
We’re very close to Parsons Green tube station:
Maya Brenner UK LTD
27 Ackmar Road
Letter Necklace Questions
How do I choose which length to purchase?
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.
Which is your most popular gold colour?
Yellow is our best selling gold option. However, we recommend you choose the gold that you like best.
Can I select custom placements?
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.
Will the letters flip?
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.
Will the clasp always remain at the back?
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! :)
Does the letter in the 5th position lay vertically?
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.
Can I add more than 5 letters?
Yes! You can now add up to 7 letters on our website. If you want more than 7 letters, please send an email to firstname.lastname@example.org
What is an adjustable chain?
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.
Can I mix metals?
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.
Can I add on to my existing letter necklace?
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.
Will adding letters or charms affect the length of my necklace?
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.
Can I remove an existing letter or charm?
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 email@example.com to receive further instructions for this service.
Where will my new letter or charm go?
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.
My jewellery has broken. Can you fix it?
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.
My necklace feels too short/long. What can I do?
It seems like my necklace has stretched over time. Is that possible?
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.
What is the best way to get a knot out of my chain?
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.
What is the best way to send my jewellery back to you?
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.
Still have questions? We're happy to help! Please email us at firstname.lastname@example.org.