Below you'll find the answers to our customers' most frequently asked questions. If you have further questions, please fill out the contact form below and we'll be happy to help!
ORDERING
What if I need to change my order?
Please email us right away using the contact form below. Some changes can be made after placing an order including: changes to shipping addresses and adding items to an order.
Cancellations:
Each order gets processed into our production system automatically, therefore we are unable to cancel an order once it has been placed.
Can I customize my order? Absolutely! Just let us know what you have in mind by emailing us at
info@shopkateandmari.com. Custom pieces can not be returned.
CARE OF YOUR KATE AND MARI PIECES
Special Note: Our pieces are handcrafted and there is a possibility of variation between pieces including substitution of materials in similar value and size.
How do I take care of my Kate and Mari pieces? Our pieces are delicate in nature and require care. We recommend you keep your earrings stored in a cool area in your Kate and Mari dust bag or your jewelry box. Using a soft cloth, you can gently clean our pieces. Keep away from liquids, perfumes as much as possible. Do not use liquid jewelry cleaners to clean costume jewelry.
Do you offer repairs? We offer free repairs within a year of purchase. Please fill out the contact form below for more info.
SHIPPING
How and when are my earrings shipped?
USA: Our handmade items take approximately 1-2 business days to process and ship for order of 5 items or less. For orders of 6+ items please allow 1-2 weeks for processing. Please contact us should you need them by a specific date. You can also include a note in your order with your event date to ensure we know your timeline.
We ship all USA orders as USPS First Class, USPS Priority Shipping, UPS Ground or UPS 3 Day. Orders are processed Monday through Friday (Friday orders are shipped on Monday at the earliest). We ship all of our earrings in a protective duster bag and in a padded envelope or box.
International: We provide shipping to select countries via USPS. Customer is responsible for all customs and duties upon receiving your package. Please note all international orders are final sale and will be not available for returns or exchanges.
We are not responsible for packages that are lost, missing, or delivered to the incorrect address. Please ensure that your address is correct when placing your order and that you will be available to receive your order upon delivery.
It's been a few days and I haven't received my order. All USA orders via ground shipping should arrive within 5 business days (after shipping) and priority shipping should arrive within 2-3 business days (after shipping). Please check your USPS or UPS tracking information and contact USPS or UPS directly for any shipping/tracking inquiries.
International orders may take 1-3 weeks for delivery after shipping and can be subject to custom delays. Once your item arrives in your home country, your package will be transferred to your local courier.
RETURNS + EXCHANGES
How do I return my ORDER?
Customer satisfaction is our priority! If you’re unhappy with your order, we will gladly accept items to be returned for store credit or exchange within 14 days from the date of delivery as indicated by courier notification. The following cannot be returned and is final sale: All international orders, custom orders, sale items, discounted group bridal and bridesmaids orders of 6+ items CANNOT be returned. Hair pieces and pins are FINAL SALE.
We understand it is difficult to purchase accessories online, so please feel free to contact us and ask any questions you may have before purchasing. Please carefully review our policies before purchasing.
- Returns must be unworn, undamaged, and unaltered.
- Items must be returned in the original packaging, including boxes, pouches, or gifts with purchase.
- Shipping and returns are free within the US.
How to make a return:
STEP 1: To request a return, go to https://kateandmari.returnly.com/
STEP 2: Before you send the return, please ensure the item is in the original packaging and in a shipping box. Sending your items in an envelope may cause damage and we will not be able to accept the return.
STEP 3: Print out your return label and ship the item back to us
STEP 4 – Allow 7-10 business days for your return to be processed. You will receive alerts when your return arrives and when it is processed.
Kate and Mari is not responsible for return items damaged in the mail or lost if shipped on your own.
BRIDAL
I am getting married and want my bridesmaids to wear #kateandmari earrings. What should I do? We offer a special discount for bridesmaid orders of 6 pairs or more. Please email us at info@shopkateandmari.com for a custom look and pricing details. If your order doesn't require any custom changes, your discount of 30% will be automatically applied to your cart once you reach 6 or more items.
Can you create earrings in custom colors for my bridesmaids? Yes!
WHOLESALE
I want to carry Kate and Mari earrings in my store. Please send all inquiries via email to Mari Cruz: mariafcruz53@gmail.com
