1. general

    1. How do I track my order?

      Once your order has been shipped, you will receive a shipment confirmation email. This email contains a tracking number that will allow you to track your order using our shipping partners’ tracking platform.

      Simply click on the link here and type-in the tracking number provided in your shipping confirmation email:

      If you’re having trouble tracking your order, please contact us here.

    2. How do I modify or cancel my order?

      Once an order has been placed we are unable to update any of the order information. This includes changing the shipping or billing address, payment information or editing the items listed in your order.

      Once an order is processed, it can no longer be cancelled nor modified.

      You may cancel your order and obtain a refund before your order has been processed by our Distribution Center, which normally occurs within 30 minutes of placing an order.

      Please note you will be able to return any items you don’t want after their delivery. To find out more about returns and exchanges please click here.

    3. What forms of payment do you accept online?

      We accept either credit cards (Visa, MasterCard) or PayPal.

      Presently, we accept payment in CAD, GBP, EUR and USD. Please note that international credit card providers or banks will determine the currency exchange rate and may charge the cardholder additional processing or administration fees. Please contact your credit card company or bank representative for more information.

    4. What are the delivery times and fees?

      Canada:

      Shipping time for standard orders is 2-5 business days.

      Shipping time for special orders is 25-40 business days.

      For explanations about special orders, please see above: "What is a special order?"

      While Magnolia makes every effort to have your order delivered in time, please note that delivery times may change during the holiday season.

      Shipping & Handling Fees for all orders : 3.70 € (except the Islands: 25 €)

      Please note that delivery is free for all orders above 99 € (except the Islands:200 €)

    5. What is a special order?

      A special order is an order for which items are especially designed for you.

      These may relate to rings, necklaces and personalised items.

      Magnolia carries standard sizes which are processed as standard orders and shipped within our standard delivery times (3-5 business days, depending on the destination).

      Please note that special orders have longer delivery times of 10-12 business days. 

      Standard size for rings is: 7 (US size) or 56 (EU size)

      Standard size for necklaces is: 45 cm | 17.7"

       

    6. How do I choose the correct size of an item?

      For your convenience, please consult our size guide to help you choose the correct size of your items.

    7. Why has my order not been delivered yet?

      If your order has not arrived by the estimated delivery date, please try the following:

      1. Check your order's progress status using the tracking number and link provided in your shipping confirmation e-mail.

      2. Check your mailbox for a delivery attempt card, as your order may be waiting at your local Post office.

      3. Ask your neighbors if they have accepted the delivery of your package on your behalf.

      4. If you still can't find your order, contact us here.

    8. How do I return/exchange an item?

      It is important to us that you are completely satisfied with your purchase. If for any reason you do not absolutely love your selection, we will issue a refund for the value of the merchandise or exchange your items (exchange for a different size for the same model only) within 14 days from the day you received your order. Original shipping costs, duties and taxes are non-refundable. For hygiene reasons, earrings (studs, hoops and drop earrings) are non-refundable & non-exchangeable. Sales/promotional items, personalized items and gift cards are non-refundable and non-exchangeable.

      To return an online purchase by post, please follow these instructions: 

      Fill in the return form included in your package detailing which item(s) you are returning, the quantity, and the reason for your return. Place this in the package with the items being returned.

      Please return your item(s) to the following address, you may choose the shipping carrier of your choice.

      M. S. SILVER JEWELERY PORTUGAL, UNIPESSOAL, LDA

      Avenida Pedro Alvares Cabral, nº215

      RC 1 Manique de Cima

      2710-297 Sintra, Portugal

      Email: [email protected]

      We strongly recommend that you use a secure or trackable method of postage, i.e. recorded or special delivery, and that you retain your proof of postage. Until such time as we receive your return at our offices, the items and their condition remain your responsibility.

      In the event of an exchange, we will only exchange items for a different size. We will send you an email to confirm your return has been received. If the new size is in stock, we will send it to the same address your initial order was shipped to. If you want your new order to be delivered to a different address from the original order, please clearly inform us via the return form inlcuded in your package. 

      If you wish to exchange the item for a different item, please place a new order on our website. We will of course reimburse your first order.

      In the event of a refund, the refund will be credited back via the original method of payment. Please allow up to 30 days for your refund to appear on your bank or credit card statement. If for any reason we are unable to issue a refund via the original method of payment, we will contact you to arrange an alternative. Delivery charges are non-refundable. Shipping and handling charges, as well as duties and fees, are not refundable. Customers are responsible for return shipping, duties, taxes and fees.

       

    9. How can I send my jewelry for repair under the warranty?

      All of our jewelry has a 2 year warranty. If, for any reason, the purchased item shows any defect, it may be sent for repair. You can send the jewelry with the invoice copy and / or Magnolia guarantee to the following address:

      M. S. SILVER JEWELERY PORTUGAL, UNIPESSOAL, LDA

      Avenida Pedro Alvares Cabral, nº215

      RC 1 Manique de Cima

      2710-297 Sintra, Portugal

      Email: [email protected]

       

      Shipping costs are at customer's charge

      The repair will be made within 30 days after receiving the item to the specified address and then sent to the customer with no shipping costs.

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