Return Policy

7-Day Money back 15 day Exchange Guarantee

Our 7-day money back guarantee gives you ability to get your money back when you have changed your mind or direction. Our 15 day exchange period gives you time to make sure your purchase is perfect. If you need to return or exchange a product  for any reason we’re here to happily assist you.

Our Return Policy

Your complete satisfaction with our product is guaranteed or items may be returned or exchanged within seven days from when it was shipped, with a Return Merchandise Authorization code. You will only pay for return shipping and insurance fees. To receive a return authorization on orders shipped within the United States follow the steps outlined below.

Please note that to be eligible for return, items must be in their original purchase condition, include all product documentation, and shipped within 7 days.

To expedite exchanging for different product, we recommend returning for refund and placing a new order. Please allow approximately 2 weeks for your refund to be processed.

If a package or item delivered to you arrives damaged, please refuse the shipment or call us immediately at 865-693-3097. Please retain all packing materials unless instructed otherwise by Mackley Jewelers. Claims for damaged or missing items must be reported immediately or within 24 hours of receipt of your order. Mackley Jewelers will not be responsible for lost or damaged returned shipments.

Please call a Mackley Jewelers sales associate at 865-693-3097, Mon – Fri from 10am – 6pm Saturdays 10am – 2pm EST for items for return, exchange, repair, resize, or to report damage or defect. We will issue a Return Authorization number that must be wriiten on the outside of the package. This cannot be set up online and require’s personal assistance for quicker service. We recommend that you securely package your items in original packing materials, fully insured. We are not responsible for lost or stolen articles.

Returns are processed during weekdays once the items have been received at our location.. Following receipt of your returned item, you’ll receive a confirmation call or email. Please allow an average of 1-2 weeks for full processing. Our Quality Assurance team will review the returned item. Items that show signs of wear or have been altered, resized (by a jeweler other than Mackley Jewelers), or damaged cannot be accepted for return. Please allow another 7 – 10 days after processing for your bank to post credit against your account.

Non-Refundable Items

New Diamonds special ordered and set into new mountings cannot be returned for refund, but are exchange only. Special orders, Custom orders, and Lay-a-ways are final sale and are not eligible for return. Returns without a Mackley Jewelers Return Authorization Code, returns sent C.O.D., and improperly packaged or uninsured packages will be refused upon receipt. Returns with missing paperwork or product will not be processed.

Shipping Instructions

If your item was delivered with a diamond certificate and that certificate is not returned, you will be liable for the $250 replacement cost. For security reasons, do not write jewelers, jewelry and or diamonds anywhere on the outside of the box.

Insure Your Package for the price On your invoice. High value returns often require special arrangements. We recommend contacting a Mackley Jewelers sales associate for assistance and suggested methods for returning your purchase.

If you have any questions about our return procedure, please contact us at 865-693-3097, Tuesday – Friday from 10am – 6pm Saturdays 10am – 3pm EST  info@mackley.com

Shipping Charges

Shipping charges if applicable, including Special Handling and any other related costs, are non-refundable. Please do not ship returns C.O.D. If you receive any portion of your order damaged, please contact us prior to returning the items. Mackley Jewelers will not reimburse you for unauthorized shipping expenses incurred. Please retain all shipping materials for UPS pick up and/or inspection.

If we request that you return the merchandise to us, we may reimburse you for full or partial return shipping expenses at our discretion. We will not reimburse you for overnight, express or other special services used at your discretion.

After Your Return is Received by Mackley Jewelers

Once your return is received into our system, you will receive a confirmation email. System processing occurs Monday through Friday. Please allow our team one business day, up to 24 hours, once the carrier arrives to receive product into our system. Failure to obtain a Return Authorization code, or include Diamond Grading Report(s) can delay receiving your return.

Once entered into our system, your return must be inspected by our Quality Assurance team. Please allow 2-4 business days for this process. If there are any questions regarding your return, we will contact you. Once inspection is complete, your return will be fully processed. For refunds, please allow an additional 2-4 days.

If you are expecting a return shipment, you will receive a shipping confirmation the day of the outbound shipment. You can track the status of your return online here. Thank you for shopping at Mackley Jewelers Inc. If you have any questions about your return, please call a Mackley Jewelers sales associate at 865-693-3097.

Credits to Your Charge Card

Credit card purchases will be refunded against the credit card or account used on the original purchase. Please allow up to 2 weeks from the date that Mackley Jewelers has received your return for your account to be credited. You may wish to contact your credit card company on posting guidelines as they can vary. If you made a purchase of $10000 or greater using a bank wire, your refund will take approximately 3-4 weeks from the date of the return receipt.  Bank wire refunds are posted against the original account they originated from.

Sale Price Adjustments

Sale price adjustments must be made within 15 days of the original ship date unless otherwise specified. Price adjustments will be provided as store credit.

Cancel or Change an Order

If you would like to change or cancel an order please call a Mackley Jewelers sales associate at 865-693-3097. We will attempt to accommodate order changes to the extent possible prior to shipping confirmation. Some changes will result in a shipping delay. We are unable to accommodate changes or cancellations on special order requests and/or orders that have already shipped. If your order has already shipped, please contact us to set up a merchandise return once you have received the shipment.