Customer care
Every Maylo piece is made and packed by hand in Seattle. Here is exactly what to expect between order confirmation and your jewelry arriving.
Ready-to-ship pieces leave the studio within 3–5 business days. Carrier transit time is additional. Express shipping does not shorten processing time. Made-to-order pieces require 5–10 business days for crafting and preparation before shipping and can be purchased through checkout. Custom pieces begin as inquiries; we agree on the price, latest ship date and cancellation terms in writing before accepting payment.
If we cannot meet the promised ship date, we will contact you by that date and offer a revised date or cancellation with a prompt full refund for the unshipped order, including its shipping charges. We require your agreement to a delay; silence is not consent.
Standard US shipping is $6.95 below $60.00, and free at $60.00 and above. Express shipping is $15.00. Carrier transit time is additional to processing time. Orders ship from Seattle via USPS with tracking. Tracking is emailed when your order ships. Online checkout serves United States delivery addresses. For other destinations, contact hello@shopmaylo.com to discuss availability and a quote before placing an order.
Earrings are final sale for change of mind for hygiene reasons. This does not apply to damaged, defective, incorrect or materially misdescribed items. For other pieces, request a return within 14 calendar days after delivery and send the approved return within 14 calendar days after authorization. Items must be unworn, unused and in original condition. You pay return shipping for change-of-mind returns; original outbound shipping is not refunded. We do not charge a restocking fee.
For visible damage, an incorrect item, or a visible defect, please email hello@shopmaylo.com as soon as possible, preferably within seven calendar days of delivery. Include your order number and photos if available, and keep the item and packaging while we help resolve the issue. This reporting window does not affect your legal rights or claims for defects discovered later. When Maylo is responsible, we cover reasonable return or replacement shipping and offer an appropriate replacement or refund. We refund when a replacement is unavailable or applicable law requires it.
You may cancel a ready-to-ship order before it is handed to the carrier. Email hello@shopmaylo.com as soon as possible. After carrier handoff, the applicable return policy applies. For made-to-order or custom work, cancellation is available for a full refund before production starts. Any terms applying after production starts must be agreed in writing before payment; we do not apply a blanket nonrefundable rule.
We issue approved refunds to the original payment method within five business days, or sooner where legally required. Your bank or payment provider may take additional time to post the credit.
This policy does not limit any rights or remedies provided by applicable law.
Email hello@shopmaylo.com for help with an order, return or custom inquiry.