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SHIPPING
All items sent to you are insured and shipped by FedEx, to ensure timely and professional deliveries. If you place an order online, you will receive an email with your package tracking number, or you can always login to your account to access your status and tracking number once the order is in our system. Delivery time, after processing, is normally within 2 business days for in-stock items. We will notify you promptly if an item is out of stock. Mavilo recognizes that many purchases are “surprises” for a loved one – if you would like to ship your purchase to an alternate address, make sure to specify that during the checkout process.
Please carefully consider the designated shipping address, as all shipped orders require a signature. The person who placed the order and whose name appears on the shipping label MUST be present to sign for the package; otherwise it will not be released.
RETURNS
Website ONLY Purchases
We offer a 100% satisfaction guaranteed buying experience. If you are not happy with your purchase for any reason, it may be returned within 15 days of the original shipping date.
Mavilo will provide a full refund of the purchase price, minus the original and return shipping and handling, subject to the following terms:
- Each of our products comes with an ID/security tag attached. The tag allows you, the customer to examine the product before making your final decision. All products must be returned with the tag intact and not tampered with in any way.
- Mavilo reserves the right to reject opened packaging or used products if it appears that a product has been damaged, used or worn by the customer. The product must be returned in new and unused condition in order to qualify for a return. Mavilo is not responsible for any damage to the product during the return shipping process. Please ensure that the product has been properly packaged with all related items, in new FedEx packaging, so that it arrives in the same condition to Mavilo as when it was originally shipped to you. In addition, if a product has been altered in any way*, Mavilo will not accept the returned product.
- Any and all items that relate to the product sent to the customer by Mavilo must be returned to Mavilo. This may include, but is not limited to the jewelry box, and the diamond certificate and appraisal, if applicable. (Mavilo will charge $75 if the appraisal is not returned and $250 if the diamond certificate is not returned.) Mavilo will not accept the returned product, or will only refund a partial amount to the customer, at Mavilo's sole discretion, if the related items are not returned with the product.
- If a product is being returned due to a claimed defect or fault with the said product, the customer must indicate whether they prefer a refund or replacement. Please understand that due to the nature of Mavilo's business, we may not always be able to offer a replacement. In such cases, if the product is proven defective or damaged, Mavilo will credit the amount of the product purchased, taxes (if applicable) and return shipping, to the customer's credit/debit card used for the original purchase.
Website Returns Process
If returning a product, please follow these steps:
- Call Mavilo within the 15-day return period, as explained above. We will arrange for an RMA (Return Merchandise Authorization) and the return shipping label to be provided to you.
- Be sure to ship the product back to Mavilo in a new FedEx box and include any and all items that relate to the product, as explained above.
- Either drop off the package to your local FedEx office to be shipped, or call FedEx at 800-463-3339 to schedule a pickup.
In Store ONLY Purchases
Mavilo does not offer cash or credit refunds. Mavilo does offer exchange of undamaged and unaltered merchandise within 30 days of purchase, with receipt and all items related to the merchandise. Please note that all custom design commissions are final sale, and cannot be returned or exchanged.
*Altered is defined as any item that has been sized, modified, set with stones, engraved or otherwise customized at your request.
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