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MARA STAR JEWELRY FAQS

 Before contacting our Customer Care team, we have put together a number of frequently asked questions for you. If you need additional support, please email us at marastarjewelry@gmail.com

 

SHIPPING & TRACKING

Q1. How much do you charge for shipping?

A.  Shipping is FREE within Canada. You will receive a tracking number via email as soon as your order has shipped.

For US orders it is a flat rate of $15 CAD. Any applicable duties and tariffs are covered by us, so no additional charges are due upon delivery. 

For International it is a flat rate of $25 - most countries you do not have to pay customs, however, it depends on where you are and how many pieces you order. Your package may be subject to import duties, handling fees and VAT, which we cannot control. Please check with you local customs agency to find out more. Thank you

Q2. How long will it take for my jewels to arrive?

A. Your jewels will ship out within 3 Business Days (excluding holidays & weekends) and take anywhere from 1 to up to 15 Business Days to arrive depending on location.

Q3. Will I receive a tracking number?

A. Yes. You will receive your tracking number via email after your jewels have shipped.

Q4. Will I be charged duties or handling fees?

A. For US orders it is a flat rate of $15 CAD. Any applicable duties and tariffs are covered by us, so no additional charges are due upon delivery.

For international countries most do not have to pay customs, however, it depends on where you are and how many pieces you order. Your package may be subject to import duties, handling fees and VAT, which we cannot control. Please check with you local customs agency to find out more. 

Q5. Where do you ship from?

A. All of our Jewels are shipped out from our warehouse located in White Rock BC, Canada.

Q6. Where can I place an order from?

A. We ship Worldwide to UAE, Austria, Argentina, Bolivia, Brazil, Chile, Colombia, Croatia, Ecuador, Pakistan, Peru, Thailand, Vietnam, Australia, Belgium, Switzerland, Canada, Czechia, Germany, Denmark, Spain, Finland, France, UK, Hong Kong SAR, Ireland, Italy, Japan, South Korea, Malaysia, Netherlands, Norway, New Zealand, Poland, Portugal, Sweden & Singapore. If you live elsewhere and want a shipping quote please email us at marastarjewelry@gmail.com or fill out the Contact Us form on Contact Page.

RETURNS & EXCHANGES

Q1. What is your return/exchange policy

A. All Sales & Promo's are final sales. All earrings are final sale.

We want you to be happy with your jewels! If for any reason at all you are not satisfied you have 7 days from the delivery date to contact us at marastarjewelry@gmail.com or fill out the contact form on our Contact Us Page. Leave your order number and reason for your return. We do not refund on "change of mind" purchases.

We will for sure come up with a satisfying solution for you.

All shipping & handling fees are non refundable. Packages which incur duties/customs or handling fees will be not be accepted. Jewels must be in original packaging, unworn & in perfect condition. 

Q2. What if my jewels are damaged?

A.  Although we inspect each item before and package them with care, damages or defects can happen during shipment.

If you find yourself in this situation, please contact us immediately at marastarjewelry@gmail.com with your order number and photos of the damage. We'll have a look and let you know how we can fix it for you!

Please note we are unable to accept reclamations beyond 7 days pass the date you received your order and damages incurred from wear and tear or mishandling of the item.

PAYMENTS

Q1. In what currency will I be charged?

A. We process all orders in CAD. While the contents of the cart may be displayed in multiple currencies, you will check out in CAD at the latest exchange rate.

Q 2. How can I pay?

A. We accept all major credit cards: Visa, Master Card, Discover, Amex and even PayPal.

PARTNERS & COLLABORATIONS

Q 1. How can I carry your products in my retail store?

A. For more information on becoming a Mara Star Jewelry retailer, please contact marastarjewerly@gmail.com with details about your business and store.

Q 2. I'm an Influencer, how can I work with you?

A. We love being introduced to new influencers and we're always working on exciting new partnerships. If you're interested in working with us or have an awesome idea, please contact us at marastarjewelry@gmail.com. We will get back to everyone as soon as possible. 

We will be starting an Affiliate Program soon! Stay tuned.

Q 3. I am a brand. How can I work with you?

A. We love the opportunity to work with like-minded and complimentary brands! If you are part of a brand that you think is a great fit with Mara Star Jewelry, we'd love to hear your ideas on a potential partnership. We are completely flexible and able to accommodate partnerships of varying capacities. Please contact us at marastarjewelry@gmail.com

JEWELRY MATERIALS & CARE

Q1. What is your jewelry made from?

A. 

Even though all jewelry is tarnish-resistant please take care of your piece like you would any other. 

Q2. What does PVD Gold Plated mean?

A. PVD stands for Physical Vapour Deposition, and is a vacuum coating process of gold that produces a brilliant decorative and functional finish to the base metal. PVD utilizes a titanium nitride that provides an extremely durable coating. The same process trusted by luxury brands.

Q3. Do you use 18K Gold?

A. We use a durable layer of 18K real gold to plate the stainless steel.  The hue that real gold PVD gives is similar if not identical to solid gold.

Q4. Does your jewelry tarnish?

A. No. Our jewelry is tarnish resistant.

Q4. How should I clean my jewelry?

A. Even though most of our jewelry is tarnish resistant please take care like you would any other. If possible avoid water, lotions, oils etc, and wipe down with a soft cloth now and then. 

Have further questions? Shoot us an email at marastarjewelry@gmail.com