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Help & FAQs

Our Help & FAQ section contains answers to some of the most common questions we receive. Please select a topic below to begin. If you are unable to find an answer to your question here, please contact our Customer Care Department for additional assistance.


ORDER


Once your item(s) have shipped you will receive a confirmation email where you will find a link to track your order. In order to check the status of your shipment just click on the link, here you will also have the option of opting in for text updates. You will receive an email confirmation once your order has been delivered.

We do our best to process and ship orders quickly. Once you have received your confirmation email, the order has already been sent for processing and cannot be adjusted or cancelled.

We apologize for any inconvenience if you are missing items from your order or received the incorrect item. If this should happen please contact our Customer Care team immediately so we can resolve the issue.

Sometimes we are forced to cancel orders due to unforeseen circumstances. This includes oversold products, products listed or priced incorrectly, and orders unable to be processed for other reasons.

RETURNS & EXCHANGES

Products purchased on Marchelloandco.com may be made by mail. Items must be returned in accordance with the requirements outlined below, within 30 day from the date of delivery to the Marchello and Co return address listed on the return shipping label. You can find more information on our Return and Exchanges Page

Items in their unused and original condition purchased from Marchello and Co website can be exchanged within 30 days after your purchase was delivered. You can find more information on our Return and Exchanges Page.

Made to Order, Custom design and personalized items are final sale and cannot be returned.

Once received in the warehouse, returns will be processed within approximately 7-10 business days and credited back to the original form of payment. You will receive an email confirmation when your return has been completed. Please note any shipping charges incurred at the time of purchase are non-refundable.

SHIPPING

For security reasons, any packages valued at $300 or more will require a signature.

Any original shipping charges incurred at the time of purchase are non-refundable.

All orders placed on Marchelloandco.com require a combination of order processing time and shipping time. Order processing time is determined by the item(s) that you are ordering.

Shipping time is determined by the shipping method that you choose when you place your order. For more information regarding shipping and delivery methods, please refer to the Shipping and Delivery Options section of our

PAYMENT OPTIONS

Marchello and Co accepts the following forms of payment for online purchases:

Visa

Mastercard

American Express

Discover

PayPal

Amazon Pay

Affirm

Layaway Program

Amazon Pay is a service that lets you use the payment methods already associated with your Amazon account to make payments. You won't need to reenter your credit card information, and typing of your billing and shipping address on Marchelloandco.com as your account information will be linked to your Amazon profile. Simply log in with your Amazon account username and password and select from the information already stored in Amazon.

Learn more about how Amazon Pay works.

Affirm offers affordable monthly payments at a pace you choose — usually 3, 6, or 12 months — so you're in control. From day one, you know how long you'll pay, and you know how much you'll pay because we never charge late fees or other hidden fees. Learn more about Affirm here.

Yes, we offer a layaway program. Merchandise on layaway may be held for a maximum of 12 months as long as regular payments are made. Read more about our layaway program here

We allow split payments between one of the accepted credit or debit cards and a Marchello and Co Gift Card. Payments cannot be split among multiple cards or with PayPal.

Orders placed on Marchelloandco.com are subject to applicable state, local and county sales tax. Final sales tax is calculated based on the shipping address zip code where the merchandise is being delivered. To get an estimated sales tax calculation, utilize the Estimated Sales Tax field located in the shopping bag. Please note: This is an estimated calculation and the amount may change depending upon the location (zip code) of where the merchandise is being shipped.

RING SIZING, PERSONALIZATION, CUSTOM DESIGN

When you purchase a ring on Marchelloadnco.com, you will be shown the sizes in which the ring is available. You can order resizing from us. Ring sizing service will take up to five additional business days. Certain metals such as tungsten and titanium cannot be sized. Please note that resized items can not be returned or exchanged.

Measuring yourself and secretly finding the size of your significant other with our Ring Size Guide.

Marchello and Co offers engraving on select merchandise. Please note that engraved items can not be returned or exchanged.

It can take up to ten days for engraving. Please note that engraved items can not be returned or exchanged.

PRODUCT QUESTIONS

The millimeter is a standard unit of measurement for jewelry dimensions. By using millimeters, we can provide you with the most accurate height, width and length for your jewelry. To give you a better idea of your jewelry's dimensions:

25MM is approximately 1 inch

3MM is approximately 1/8 inch

6MM is approximately 1/4 inch

13MM is approximately 1/2 inch

19MM is approximately 3/4 inch

25MM is approximately 1 inch

50MM is approximately 2 inches

75MM is approximately 3 inches

We recommend customers clean jewelry at least once a year. Items worn regularly should be cleaned and checked every few months. This is especially true for engagement rings but applies to all regularly worn pieces.

Dust, pollution and daily wear all conspire to cloud the brilliance of a gemstone and dull the surface of platinum and gold. We suggest that your diamond jewelry receive periodic professional maintenance.

Certain basic precautions should be taken with all of your jewelry. However, some gemstones, as outlined in this section, require special care.

Take care to protect your jewelry from impact against hard surfaces and avoid contact with abrasive surfaces. Even a diamond can chip if hit with enough force or at just the right angle. Many stones such as amethyst, emerald, kunzite, opal, pearl, peridot, tanzanite and tourmaline are very delicate and easily abraded. Enamel can also chip or scratch when struck.

Gemstones can scratch other gemstones and wear away at precious metals. Therefore, avoid stacking those rings and bracelets that would be vulnerable to such abrasion. Extreme temperatures, perfumes, cosmetics, ultrasonic cleaning and household chemicals can also damage jewelry.

Cultured pearls should be kept free of perfumes, cosmetics, perspiration and dirt. You may gently wipe cultured pearls with a slightly damp cloth. If worn often, pearls should be cleaned and restrung professionally once a year. Between cleanings, wipe pearls gently with a damp cloth.

Unfortunately, we do not offer one earring or cufflink.

There are many factors that can accelerate the tarnish rate of sterling silver jewelry. Changes in hormone balance, a high level of amino acids in perspiration, along with certain medications, cosmetics, and skin lotions are the most common. Try cleaning your silver jewelry with a mild dishwashing detergent and water after wearing it, and be sure to completely dry it. This will help remove skin oils or perspiration and may help keep silver jewelry clean and bright longer.

MARCHELLO AND CO GIFT CARDS

The Marchello and Co Gift Card is redeemable for merchandise up to the prepaid value of the card, and is available in denominations from $50 to $1,000. The Marchello and Co Gift Card can be used on our Marchelloandco.com website.

To purchase a Machello and Co Gift Card, click here.

Affirm

Your Affirm account is created using your name, email address, mobile phone number, birthday, and last 4 digits of your SSN. This combination helps Affirm verify and protect your identity.

Creating an Affirm account and seeing if you prequalify will not affect your credit score. If you decide to buy with Affirm, these things may affect your credit score: making a purchase with Affirm, your payment history with Affirm, how much credit you've used, and how long you’ve had credit.

When you prequalify, you get an estimate of how much you can spend with Affirm. You don’t have to use the full amount, and you’re not on the hook to pay anything back until you actually make a purchase.

Affirms try hard to approve every purchase but sometimes can't approve the full amount. When this happens, Affirm provides a debit card down payment option so that you may still complete your purchase right away.

You can pay your Affirm bills online at www.affirm.com/pay. It accepts payment by debit card, bank transfer, and check.

No, there are no prepayment penalties or fees for paying off your loan early. Also, if you pay off your entire loan before the final due date, you will pay interest only for the period for which you borrowed the money. Affirm rebates any unearned portion of the finance charge for the remaining loan period. To see the total pay-off amount, go to your Affirm account and click on "Make Payment".

Orders purchased using Affirm are subject to the loan agreement. If your return is processed within 30 days from the shipment date, your loan with Affirm will be canceled before your first payment is due. If your return is processed after the 30-day timeframe, you will be charged for the first loan payment which will then be refunded after the return has been submitted. Any applicable interest paid on your loan for returns received after 30 days will not be refunded. If a down payment was charged, it will be refunded once the return has been received and processed at the warehouse.

LAYAWAY

Layaway works differently than shopping with credit cards or using installment billing plans. With layaway you make payments over time, but your purchases stay in the store until you finish paying for them. The layaway program follow the four basic process:

 

  1. You pick out the items you want to put on layaway.
  2. You make a down payment based on your total purchase price.
  3. You make small payments over time. You can make weekly, biweekly, or even monthly payments.
  4. Once you pay off the total purchase price plus layaway fee, we will ship your items to you.

No. Layaway plans have zero impact on your credit scores. Marchello and Co does not check your credit report to see if you qualify, so a hard inquiry won't be posted on your credit report.

Additionally, layaway plans do not show up as any kind of debt on your credit report. Late payments won't hurt your credit scores, either.

Yes, you can cancel your layaway plans any time. If your Layaway account is canceled, items will be returned to inventory. Any down-payment and payments made will be refunded, less a 5% of your total amount or $10 cancellation fee.

NEED HELP?

Check your order status here.

Check your return status here.

Contact a member of our customer service team by visiting Customer Service Center