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.com.

 

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Our jewelry is handmade in Downtown Los Angeles. 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 up to 1 week for your order to ship.

 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.com 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.

  

DO YOU SHIP INTERNATIONALLY?

We welcome international orders. Select the international shipping option during checkout and your package will be sent via USPS. Delivery can take 6 – 10 business days. Shipping rates do not include local customs, duties or taxes that may apply to you.

  

HOW DOES THE JEWELRY COME PACKAGED?

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

  

CAN I ADD A LETTER TO A NECKLACE I ALREADY OWN?

Of course. To add extra letters to your necklace, follow the instructions on the "Letters" page of our website. 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.com 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.com for confirmation. This policy does not apply to custom orders, 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 6 months after receiving it, fees may apply. For more information, please contact us at customerservice@mayabrenner.com.

 

HOW LONG WILL IT TAKE TO RECEIVE CUSTOM ORDERS?

Depending on the item you have chosen and its availability, custom orders can take up to 2 – 3 weeks to receive. Please note that customized or personalized jewelry is final sale and cannot be returned or exchanged. This includes multiple letter or number pieces and items made in white gold, rose gold or with diamonds.

  

HOW DO I CARE FOR MY JEWELRY?

Our jewelry is meant to be lived in and loved. 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.