Account Information 

  

How do I register?

To create an account, click at the top right of any mmonroe.com page. This will bring you to the Login page. Then click Register Now and enter your information to create an account.

 

What if I forgot my password?

Simply select Forgot your password? below the sign-in area and a password-reset e-mail will be delivered to the e-mail address provided at registration.

 

How do I subscribe or unsubscribe to the mailing list?

For updates and exclusives, please subscribe here or on the bottom right of any page. If you no longer wish to receive our e-mails, safely unsubscribe through the unsubscribe link in any recent e-mail.

 

 

Ordering

 

How do I place an order?

  1. To place an order, add an item to your shopping bag by clicking Add to Bag on the item's product page. You will be able to review your shopping bag and make any necessary changes before checking out.
  2. When finished shopping, scroll over the My Bag icon at the top right of the mmonroe.com homepage and select View Bag.
  3. Follow the checkout instructions until your order has been confirmed. You will know your order is complete when you see the Order Confirmation page with your order number.

 

You will receive at least two e-mails following the placement of your order. The first will confirm your order was received. The second, which confirms your order was shipped, will contain a FedEx tracking number to let you track the delivery of your package. If any of your items are out of stock or your delivery date has changed, we’ll be sure to contact you with status updates on your order.

 

What are my payment options?

We currently accept Visa, MasterCard, American Express and Discover credit cards. Full payment is due before any order is processed.

 

Is there sales tax?

Sales tax applies only to orders shipped to the state of New York.

 

How can I check the status of my order?

To check your order status, simply Sign In to Login, located on the top right of any page, to find your order tracking number. You can also track your shipped order by entering the supplied FedEx tracking number at www.fedex.com. If you have any additional questions, please contact us at clientcare@mmonroe.com or 1-877-927-2216.  

 

What exactly is a Special Order?

A Special Order is any item we custom create for you, from a ring in a nonstandard size or a piece of jewelry from our archives. It's special, and just for you. All Special Orders require full advance payment before going into production.

 

Can I return a Special Order?

Special Orders are pieces that we have made just for you, to your exact specifications.  Because of this, all Special Orders are final sale and unfortunately cannot be returned.

 

How long does a Special Order take?

Our standard window for special orders is 4 weeks. If you have a particular deadline for an event or special occasion, please let us know and we will do our very best to accommodate your request. Please contact us at clientcare@mmonroe.com or 1-877-927-2216 to discuss any rush orders.

 

What does Pre-Order  mean?

Any item marked Pre-Order means that you can order the item immediately and it will be shipped by the estimated date noted on both the product page and during checkout. Please note that charges are processed at the time of purchase in order to guarantee inventory. 

 

What does an item marked Final Sale mean?

If an item is marked Final Sale, on the product page or while in your shopping cart, it cannot be refunded or returned after purchase.

 

Will the jewelry I order look exactly like the piece in the picture?

We make every effort to ensure that every item you receive is accurate and nearly identical to the way it has been photographed and displayed on the M. Monroe website. Due to the handmade nature of most of our jewelry, there may be subtle variations in color, texture and finish. Also, please consider that there may be differences between desktop and smartphone screens and their color displays.

 

 

Gifting and Gift Cards

 

Will my M. Monroe purchase arrive gift-wrapped?

It will be wrapped in our exclusive M. Monroe packaging.

 

Can I include a personalized gift message with my purchase?

Yes. You may enter a personalized gift message during checkout.

 

How do I purchase or send a gift card?

You can purchase a gift card here. Simply select the value you would like applied to the card, add the item to your bag and proceed through checkout. Upon purchasing a gift card, you will receive an e-mail containing a link to redeem, print or forward the gift card online.

 

How do I use my gift card?

Gift cards can be used to purchase any item available at mmonroe.com. Select the item you wish to purchase, add to your cart, and enter your gift card number at checkout. Gift cards cannot be retroactively applied to an order once it has been placed.

 

Can a gift card be used more than once?

Yes, provided there is still a balance remaining on the card.

 

How do I check the remaining card balance?

If a gift card is associated with your account, you can check the balance by using the link provided in the gift card email or you can contact us at clientcare@mmonroe.com or 1-877-927-2216.

 

Will the gift card expire?

No. Our gift cards never expire.

 

 

Shipping

 

When will my order be shipped?

In-stock orders are processed by the following business day, excluding weekends or national holidays. Orders placed during the weekend will be shipped on the following business day.  Please note that orders being shipped through expedited services are only in transit during business days—for example, something shipped by FedEx Standard Overnight on a Friday will arrive the following Monday.

If an item is temporarily out of stock or on backorder, the estimated delivery date will be quoted on the product page. Please check the timing of all product delivery before making a purchase.

 

How do you ship?

We ship via FedEx.

 

What are the shipping fees?

Domestic shipping (excluding Hawaii, Alaska and Puerto Rico) is complimentary with FedEx Ground shipping. Overnight shipping is $30 and Second Day shipping is $20. Complimentary express shipping for orders over $5,000.  All M. Monroe orders require signature upon delivery.

 

Do you ship to PO Boxes and/or APO/FPO addresses?

To ensure the quick and secure delivery of your order, we have selected FedEx as our carrier of choice for all of our shipments.  FedEx does not deliver to PO Boxes or APO and FPO addresses, but if you need help with your shipping options, please don’t hesitate to give us a call at 877-927-2216 or email us at clientcare@mmonroe.com.

 

Do you ship internationally?

At this time, we can only ship within the continental United States but stay tuned! We are currently working on offering international shipping.

 

Can I ship one order to multiple addresses?

We currently do not offer multiple address shipping at this time. If you would like items delivered to separate addresses, please place a separate order for each address.

 

What should I do if I haven't received my order by the estimated date?  

If for any reason your order is behind schedule, find your tracking number in the shipping confirmation e-mail to track your order. If you did not receive a tracking number, please contact us at clientcare@mmonroe.com or 1-877-927-2216 and we will track your package on your behalf. If our tracking system reports that your order was delivered, but you have not received it, please contact us no later than five (5) days after the scheduled delivery and our shipping department will file a claim. Please do not file a claim with your credit-card company until we have completed our shipping investigation.

 

I received an incorrect or damaged item. What should I do?

In the rare event that you receive a wrong or damaged item, please contact us at clientcare@mmonroe.com or 1-877-927-2216 immediately. Once the damaged or incorrect item is returned, we will issue a replacement.

 

How long does it take to ship an item on backorder?

Please allow 4 weeks for delivery of backorders. We are often able to ship your order sooner, and will do so if available.

 

Is my package insured?

Yes, all of our shipments are completely insured by our third-party insurer. If you have a release signature on file with FedEx and request a package to be left at your door, M. Monroe will not be responsible for any theft or loss that occurs after the FedEx drop off. Insurance coverage for the package terminates when the delivery is made.

 

Returns

 

What is your return policy?

We strive for your complete satisfaction with every order. If you are not satisfied, for any reason, we will gladly refund all items within 30 days of receipt. All refunds will be issued in the original form of payment. 

Returns are accepted for all products except for items marked Final Sale and Special Order. All returns must be unworn, unaltered and in salable condition. Returned merchandise must be sent back in its original packaging.  Please note used merchandise will not be accepted for refund unless defective.

 

How long will it take to receive my refund?

Refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

 

How can I make a return?

To initiate a return, and receive your free return label, please visit our returns center

 

Can I make an exchange online?

Unfortunately, we are not able to offer merchandise exchanges. If you would like a different size or product, please place a new order and return the product that you no longer need. To initiate a return, please visit our returns center

 

 

Jewelry Care & Consultation

 

What’s the proper way to care for my M. Monroe jewelry?

While our jewelry is designed to last generations and withstand the busy life of a modern woman, proper care and maintenance will preserve the beauty and brilliance of your jewelry. Please keep the following do's and dont's in mind:

Do handle your jewelry carefully to avoid any damage, loss of stone or tangling and scratching.

Do store in a clean and dry cloth bag or box for protection.

Don’t allow contact with warm or hot water, perfumes, lotions, hairsprays or cosmetics. 

Don’t expose to direct heat or sunlight. These can cause discoloration to metal and stones and potentially even crack your gemstone.

Don’t use abrasive cleaners or chemicals. Instead, clean gemstones with a non-abrasive jewelry cleaner.

 

Is there a showroom to shop the product in-person?

Yes, we welcome clients to visit our private showroom in New York.  Visits are by appointment only, so please contact a client representative at clientcare@mmonroe.com or 1-877-927-2216 to schedule.  Our experienced staff will arrange a single piece or the entire M. Monroe collection for you to view, style and shop.

 

Do you have a trained gemologist on staff?

Yes! We have GIA certified gemologists on staff.  Please contact us at clientcare@mmonroe.com or 1-877-927-2216 if you would like to speak with one of our gemologists.

 

 

Repair

 

What should I do if my item is in need of repair?

We extend our deepest apologies if any of our products are in need of repair. Please contact us at clientcare@mmonroe.com or call 1-877-927-2216 to arrange for any necessary repairs. Be sure to include your name, contact information, product name and proof of purchase as well as a description and photo of the damage. All repairs are handled on a case-by-case basis. Charges are assessed once the item for repair has been received and evaluated.

If your order arrived damaged or in an unacceptable condition, please inform us immediately at clientcare@mmonroe.com or call 1-877-927-2216, and ship the order back to us within 14 days to avoid any delays and receive your complimentary repair.

 

Can I replace a lost earring?

Yes. In most cases, we offer replacements of a half pair of earrings. Please contact us at clientcare@mmonroe.com or 1-877-927-2216 and allow 4 weeks for replacements. The existing half pair should be returned so that your new piece can be adequately matched. All half pairs are Final Sale.

 

Other Questions?

Need further assistance? Don’t hesitate to contact us at clientcare@mmonroe.com or 1-877-927-2216. We look forward to answering your questions.

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