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FREQUENTLY ASKED QUESTIONS

JEWELRY CARE
How do I care for my jewelry?

Mark Henry maintains the highest standards in designs, materials and craftsmanship, creating jewelry that is meant to serve lifetimes. With some simple basic care, you can help preserve and protect your jewelry for years to come. There is no reason that fine jewelry cannot be considered a family heirloom that is passed down from generation to generation so long as it is cared for properly. Dust, pollution and daily wear all contribute to the cloud the brilliance of gemstones. The surface of gold or platinum jewelry can become dull and scratched. Timeworn prongs or clasps can result in the loss of a stone or an entire piece of jewelry.

It is for these aforementioned reasons that mark henry strongly recommends professional cleaning as often as once a year. We encourage you to bring in or send your Mark Henry Jewelry back to us so that we may properly service your valuable pieces. Our office staff is knowledgeable and experienced in all aspects of jewelry care including cleaning gemstones, repairing clasps and earring backs, and polishing worn pieces.

Can I clean my jewelry at home?

We understand that there may be times that you feel your jewelry needs a simple cleaning between professional servicing. If that is the case your jewelry can be maintained with a non-abrasive cleaner. Avoid exposing gold to household bleach as this can cause a discoloration in gold color. Using a soft bristle toothbrush, warm water and soap can provide for a fine solution so long as you are mindful and cautious when cleaning.

My jewelry is damaged and needs to be repaired, what do I do?

At Mark Henry quality and craftsmanship is of our utmost concern. If you should experience the need for repair on any piece of Mark Henry Jewelry please contact info@markhenryj.com. Be sure to include your name, address, order number and repair issue. You will be provided a repair authorization number which must be clearly labeled on the package.

GEMSTONE CARE
How do I take care of my alexandrite?

Natural alexandrite is a relatively hard gem making it excellent for use in jewelry; it rates an 8.5 on the Mohs scale. However, as with all gemstone jewelry, certain basic precautions should be taken with your alexandrite jewelry.

Protect your jewelry from impact against hard surfaces and avoid contact with abrasive surfaces. While alexandrite is a hard gem it is still susceptible to damage if not worn with care and treated delicately. Gemstones can also scratch other gemstones and wear away at precious metals therefore avoid stacking rings and bracelets that are vulnerable to such abrasion. Extreme temperatures, perfumes, cosmetics, ultrasonic cleaning and household chemicals can also damage jewelry so keep exposure to those elements at a minimum. Should you decide to clean your jewelry at home, we recommend using a soft brush and warm, soapy water. We also strongly recomment having your jewelry sent in to your local jeweler for a professional cleaning at least once a year.

How do I take care of my turquoise?

Natural turquoise is a porous material that can easily absorb foreign substances. In order to preserve its appearance, you should do your best to limit exposure to extreme temperatures, perfumes, cosmetics, ultrasonic cleaning and household chemicals. Should you choose to clean your turquoise jewelry on your own, we recommend using nothing but warm water for a brief period.

ORDERS, SHIPPING, TRACKING
I placed an order online, how long will it take for my order to ship?

Orders may be placed online at any time. Upon order completion, you will receive an email confirmation of your order with all information pertaining to the specific order. Orders will generally ship within 1-3 business days, provided the item(s) are in stock. Our fulfillment center operates M-F from 10:00am until 6:00pm. Orders placed during holiday seasons or when there is a high volume of orders can take longer than the allotted time window. A representative will notify you if the handling time is longer than usual.

What shipping options are available to me?

All orders placed within the Continental US are shipped with complimentary UPS 2nd Day Air. We do also offer UPS Next Day Air shipping for an additional charge of $30.00. For all overseas orders, we only offer complimentary FedEx International Priority shipping at this time.

I live outside of the United States, can I still place an order online?

Mark Henry does ship internationally but we are currently not responsible for any fees that may be incurred due to duties and import taxes upon delivery.

I want an item that is not in stock. How long will it take to receive made-to-order items?

If an item is not in stock our usual fulfillment times can run between 4-6 weeks. If the item is ready before the allotted window, the item will ship as soon as it is available. You will be notified via email when your order ships and sent the tracking information.

What if I need to make changes to my order?

Please contact info@markhenryj.com immediatelyif you need to change your order. Once we have shipped your order, we are unable to make any changes.

How can I track the status of my order?

You will receive an email with your tracking information as soon as we ship your order. You may also sign into your account on markhenryjewelry.com and view your order fulfillment status.

Do you ship to P.O. boxes?

We are unable to ship to P.O. boxes. If you entered a P.O. box as your delivery address, we will contact you for an alternative address. Please note any changes to your shipping address may delay delivery.

Will my items be safe during transit and delivery?

We insure all packages against theft and accidental damage while in transit. All orders require signature upon delivery. Once the package is delivered and signed for, we are no longer liable. Each piece of our jewelry is subject to an intensive quality control process before it is sent to you. We encourage you to inspect each package immediately upon receipt. Should you receive an item you believe to be damaged, please contact info@markhenryj.com.

My package is lost. What do I do now?

If your package has been lost in transit, please reach out to info@markhenryj.com right away. After an order has been delivered to the correct shipping address and signed for, we cannot be held responsible for lost or stolen packages.

RETURNS/EXCHANGES
I received my purchase but would like to return it. What is your return policy?

Unworn jewelry is eligible to be returned for shopping credit, exchange or refund within 7 days of receipt. We reserve the right to refuse a return or exchange if the item received is determined to be damaged or unsaleable. All custom pieces and special orders are final sale. If you have a question as to what defines a custom piece or special order please contact info@markhenryj.com

How can I make returns or exchanges?

For a full refund or exchange, all requests must me made within 7 days of receipt of purchase. To initiate the process, please email info@markhenryj.com or feel free to give us a call at the number listed on our website.

PAYMENT METHODS
Do I need to create an account to make a purchase?

No, creating an account is not required in order to make a purchase. However, by creating an account you are able to save personal information and payment details for a faster checkout process when you do place an order.

What payment methods are accepted?

We accept all major credit cards as well as PayPal. For your convenience, your credit card information can be stored markhenryjewelry.com account. This is secure information and cannot be accessed by anyone other than the account holder. For more information please take a look at our Privacy Policy.

What is Affirm?

An alternative to traditional credit cards, Affirm allows you to pay for most items on markhenryjewelry.com through flexible financing over a period of time. After providing some personal information in a short application process—either through the pre-qualify link below or at checkout—you’ll receive an immediate decision on your eligibility to purchase the designs of your dreams with payments over 3, 6 or 12 months.*

Affirm only conducts a soft credit check, which won’t affect your credit score, and keeps all sensitive information safely encrypted and protected using industry standard security protocols. There are no hidden fees, and you will know the exact terms of your loan options—including APR and monthly payment amounts—before you decide on a plan, so you can select the one that works best for you.

After adding items to your shopping bag, proceed to checkout, enter your shipping address, then you'll be directed to choose your shipping method. Once that is done, continue to payment and you'll have the option to click “Affirm Monthly Payments” under Payment. Enter your billing address and click “Complete Order” to launch the Affirm pop-up experience. Complete the Affirm application with your name, phone number, email address, date of birth, and the last four digits of your Social Security number. Once you’re approved and checkout is complete, we will process and ship your order within our standard processing times.

SEE IF YOU QUALIFY

What happens if I return my order after paying with Affirm?

For most orders, Affirm will not charge you as long as your order is returned within 30 days of the date your order was placed. If your return is processed after 30 days, you will be charged for the interest for your loan up until the return. For select items, Affirm may require a down payment when you place your order. In this instance, your credit card will be refunded the down payment if your return is processed within 30 days.

Will I be charged sales tax on my purchase?

Sales tax will be automatically applied to your order based on applicable state and local sales tax laws and shipping destination. The terms contained herein are subject to change as taxation regulations continue to evolve. We monitor state and local tax laws to ensure compliance. Customer shall be responsible for compliance with applicable laws and regulations regarding payment of all use taxes, duties and other taxes and the declaration of goods in their state or country of residence. Your purchase may be subject to use tax unless it’s specifically exempt from taxation. For any purchase which does not collect sales tax, your state may require you to report such purchase and remit tax on a sales, use or individual income tax return. Forms and corresponding instructions may be found on your state website.

How can I submit a dispute for an order financed by Affirm?

First, contact our Customer Care team to process your return. Next, visit affirm.com/help and click on the “Manage account” section to file a dispute.