FAQ

➤ All personalized pieces are made to order by jewelry artisans and take time to produce.
Production time is subject to change with high order volume. Our current production time is listed on our product listings.

For more information, please see our Shipping and Production times page.

NOTE: production time is in addition to shipping time.

➤ Our team hand-stamps, drills, polishes, and assembles our made to order pieces.
We do have a few partners around the globe that we source some of our materials, components, and products from.
All partners, both domestic and international, are paid fair wages and the products are ethically sourced and made.

Each and every piece that leaves our studio is thoroughly quality checked by our team and hand packaged with love! ♡

➤Your made to order pieces are handmade with care; they also take time to produce.
Production time is exclusive of shipping time. Please refer to our Shipping and Production Time for current time estimates.

US orders are Shipped via DHL, FirstMile, USPS Postal service, or FedEx depending on area and shipping service selected. Upgraded shipping and production times are available at checkout. Please refer to the checkout page for more details.

For international orders, we ship with DHL and USPS International, depending on the country and region. Shipping times can vary between 1-4 weeks.

Once your order arrives in the country of destination, it may be subject to the country’s taxes and/or custom duties.
Avenda is not responsible for these fees. It is the responsibility of the customer to be aware of charges that may occur at the time of delivery/pickup for imported goods.

For more details on our shipping policy, refer to our Shipping and Production Time page.

➤You will receive an email including your tracking number when your order leaves our studio.

➤Our system is unable to upgrade shipping speeds after an order has been placed.

You may reach out to our customer support team at cs@avenda.com.hk immediately, requesting to cancel/refund your entire order {as long as your order has not been started in any way; if it has been started our team is not able to accommodate your request} and you can then reorder with your desired shipping speed.

➤Yes, we do ship to PO Box addresses. Simply enter your PO Box in the shipping line when placing the order.

We do not ship to APO or FPO addresses.

➤Import taxes, duties and related customs fees may be charged once the package arrives at the destination country.

These duties vary from country to country and are charged depending on the marked "value" of the pieces inside the package. Avenda is not responsible for these fees. It is the responsibility of the customer to be aware of charges that may occur at the time of delivery/pickup for imported goods.

Not all packages are subject to the duty/custom fee, so we recommend contacting your local customs for information if you have additional questions.

➤Please contact us (cs@avenda.com.hk)

➤We accept returns/exchanges within 30 days of your order delivery date for any unworn pieces that are not final sale.

Holiday Return & Exchange Policy
For orders placed between October 23, 2025 and December 8, 2025, we are extending our return period. Items can be returned up until January 8, 2026.

Please note: Returns outside of our standard 30-day window are not eligible for a refund to the original payment method.

➤RETURN/EXCHANGE POLICY

• Pieces that are ready to ship and pieces that are stamped with a Made by Mary standard option are eligible for a full refund, exchange, or store credit within 30 days of delivery.
• Pieces that are stamped with customer personalization are eligible for either 75% exchange or 75% store credit within 30 days of delivery. (No refunds will be issued)
• Pieces that are labeled as final sale are not eligible for return or exchange.
• Please note that original shipping fees will not be refunded. Only orders purchased with Re:do Shipping Protection are eligible for free shipping on returns/exchanges; all other orders are subject to shipping costs on returns/exchanges.

➤Please contact us (cs@avenda.com.hk)

➤Every customer-personalized piece is carefully hand-stamped to fulfill your unique order by our team of talented artisans, and they cannot be re-sold. We want you to love your Made by Mary jewelry, and gladly offer either a 75% exchange or 75% store credit if you aren’t happy with your personalized piece.

➤We stand by our work and the quality of our products; we are happy to offer a 6 month warranty on all products.

➤Our 6 month warranty covers the following:

• Manufacturing defects (broken chain, faulty clasp, etc.)
• Production errors (incorrect size sent, stamping error on our end, etc.)

If one of the above applies to your order, please submit your request to cs@avenda.com.hk. Please note that the following are not covered under warranty:

• Regular wear and tear
• Failure to follow jewelry cleaning instructions
• Lost/stolen pieces
• Damage caused by improper use or altered by a 3rd party

Our team may ask for additional information regarding your piece to confirm the validity of your warranty claim; MBM reserves the right to deny any claims found to be fraudulent or outside of the stated warranty coverage.

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