Refund policy
Last updated: August 17, 2026
This Refund and Returns Policy applies to customers located in the United States and forms part of our Terms of Service.
By placing an order, you acknowledge and agree to this Policy.
1. THE 30-DAY RETURN WINDOW
We accept returns for a refund within 30 days of delivery on eligible items purchased directly from Marbury Lane.
Where our marketing refers to "30 days," "30 days to decide," "30-day returns" or "a full refund," it refers to this Policy, measured from the date the carrier records delivery.
To return an item you must request a return authorization first, and you must ship the item back at your own cost. Both of those conditions are set out in section 2. Please read it before you rely on this section.
This is a satisfaction return policy. It is not a warranty, it is not a durability guarantee, and it is not a promise of any particular outcome for you. See section 9, Expectation Disclaimer, and the No Health, Medical or Metaphysical Claims section of our Terms of Service.
Requests submitted after the applicable window are not eligible for a satisfaction refund, except where required by applicable law or where the item is defective. Your rights in respect of defective, damaged or materially non-conforming goods under applicable consumer protection law are not limited by this Policy.
2. HOW RETURNS WORK, AND WHO PAYS
Please read this section carefully. It describes what you have to do and what it costs you.
Return authorization is required. Contact support@marburylane.com within the applicable window with your order number and the reason for the return. If your return is eligible, we will reply with a return authorization and the return address to use. Returns are only accepted at the address we give you in that reply.
Do not ship anything before you have a return authorization. An item sent back without one may not be received, identified or refunded, and shipping something to us creates no obligation of any kind.
Do not ship anything to our registered business address in Germany. That address is a regulatory and legal-notice address only. It does not accept returns. Items sent there will not be received, processed or refunded on the basis of having been sent.
Return shipping is at your own cost. We do not provide prepaid return labels, we do not reimburse postage, tracking, insurance, packaging or any other cost of sending an item back, and we do not deduct those costs from your refund because we never advance them. Outbound shipping to you was free, so no outbound shipping charge arises to be refunded.
We strongly recommend tracked postage. Risk of loss and damage on the return journey stays with you until we receive the item. If a returned parcel does not reach us, we cannot refund it, and you would need to claim against the carrier you chose. A tracked service also gives you proof of posting inside the window.
The exception. Section 10 covers items that arrive defective, damaged, incorrect or incomplete, and items where we made the mistake. Those are corrected at no cost to you and you are never asked to pay return postage on them.
3. CONDITION REQUIREMENTS
To be eligible for a satisfaction refund, the item must be:
Unworn and unused, beyond trying it on briefly
Free of damage, scratches, kinks, stretching, tarnish from wear, perfume, lotion, makeup or body oils
Complete, including the chain, clasp, any extender, any set stone, and any card, pouch or box it arrived in
Returned in packaging that protects it in transit
We may decline a refund, or reduce it to reflect the loss in value, on an item that comes back worn, damaged, incomplete or in a condition that means it cannot be sold again. If we do that, we will tell you why and, if you prefer, send the item back to you at your cost rather than dispose of it.
This condition standard does not apply to items covered by section 10.
4. ELIGIBLE REQUESTS
A satisfaction refund request is eligible if all of the following are met:
The item was purchased directly from Marbury Lane at our own online store
A return authorization was requested within the applicable window, measured from delivery
Proof of purchase is provided, meaning the order number or the email address used at checkout
The item is not excluded under section 5
The item meets the condition requirements in section 3
The item is shipped back to the address in the authorization, at your cost, within 14 days of the authorization being issued
Items purchased from third-party sellers, marketplaces, resellers or auction sites are not covered by this Policy. We have no record of those transactions and cannot verify them. Contact the seller you bought from.
5. WHAT CANNOT BE RETURNED FOR A SATISFACTION REFUND
Personalized and engraved items. Any item that has been engraved, stamped, monogrammed, or otherwise made or altered to your specification cannot be returned for a satisfaction refund, because it cannot be sold to anyone else. This is disclosed on the product page before you order and you confirm it at checkout.
This exclusion does not apply where the item is defective, is damaged in transit, is not the item you ordered, or where the personalization does not match the proof you approved. Those are covered by section 10 at no cost to you, and nothing in this section limits your rights under applicable consumer protection law.
Also excluded from satisfaction refunds:
Gift cards, which are non-refundable and non-returnable, subject to section 13 and to applicable law
Items returned outside the applicable window, except where required by law or where the item is defective
Items not purchased directly from Marbury Lane
Items returned without a return authorization
Items that do not meet the condition requirements in section 3
6. PERSONALIZED AND ENGRAVED ITEMS: YOUR RESPONSIBILITY FOR WHAT YOU SUBMIT
Engraving is produced from the text you submit, exactly as you submit it.
You are responsible for the spelling, capitalization, punctuation, accents and diacritics, spacing and word order of what you give us. We engrave what you send. A typographical error in your own submission is not a defect and is not grounds for a refund under this Policy.
Where we send you a proof for approval, the approved proof is the specification. Once you approve it, production begins and the order can no longer be changed or canceled. If the finished item does not match the approved proof, that is our error and section 10 applies.
Character limits, font, size, depth and placement are as described on the product page and are approximate within normal manufacturing tolerance. Engraving on a plated surface cuts through the plating, so the engraved line may show the base metal beneath and may darken or tarnish differently from the surrounding surface. That is inherent to engraving plated jewelry and is not a defect.
We may decline to produce personalization we consider unlawful, infringing, hateful, obscene, threatening, or likely to expose us to a claim, including third-party trademarks, copyrighted text and the names of living people you have no permission to use. If we decline, we will tell you and refund you in full. See the User Content and Personalization section of our Terms of Service.
7. MULTI-UNIT BUNDLES AND PARTIAL RETURNS
Some offers include more than one item at a discounted bundle price. The current ladder is:
1 item, $65.00
2 items, $110.00
3 items, $145.00
If you return every item in a bundle, we refund the full bundle price you paid.
If you return only part of a bundle, the discount is recalculated on what you keep. Your refund is the amount you paid, less the price that the items you keep would have cost at the tier they now qualify for. In plain terms: a volume discount is earned by the volume, so if the volume goes away, the discount goes with it. You are never charged anything extra, and you never end up worse off than if you had bought the smaller quantity in the first place.
Worked examples on the current ladder:
You paid $145 for 3 and return 1. You keep 2, which are priced at $110. Refund: $35.00
You paid $145 for 3 and return 2. You keep 1, which is priced at $65. Refund: $80.00
You paid $145 for 3 and return all 3. Refund: $145.00
You paid $110 for 2 and return 1. You keep 1, which is priced at $65. Refund: $45.00
You paid $110 for 2 and return both. Refund: $110.00
Prices are those in effect at the time of your order. If the ladder changes, your order is calculated on the ladder you actually bought on.
This section does not apply to items covered by section 10. If one item in a bundle arrives defective or incorrect, we put that right without touching the pricing of the rest of your order.
8. EXTENDED RETURN WINDOW ON QUALIFYING BUNDLES
Where a product page offers an extended return window as a benefit of a multi-item tier, that window replaces the 30 days in section 1 for that order. On the current Crown Cross Necklace ladder, orders qualifying at the 2-item and 3-item tiers carry a 90-day return window measured from delivery.
Everything else in this Policy applies unchanged to an extended-window order. In particular: a return authorization is still required, return postage is still at your cost, the condition requirements in section 3 still apply, and personalized items are still excluded under section 5.
A partial return that drops your order below the qualifying tier does not retroactively shorten the window for that order. The window is fixed by the order as placed.
Where a product page offers priority handling as a benefit of a tier, that means your order is placed at the front of our processing queue. It shortens the processing time described in the Shipping Policy. It does not upgrade the shipping service, and it is not a guaranteed delivery date.
9. EXPECTATION DISCLAIMER
Jewelry is worn on a body, in a life, and both vary.
We do not guarantee that an item will suit you, fit you, sit at a particular point on your neck, wrist or finger, suit your skin tone, match another piece you own, photograph as it appears on your screen, or please the person you are giving it to. Length and size ranges are stated on the product page and are approximate within manufacturing tolerance.
Descriptions of what an item is made of, how it is constructed, how it is finished and how it measures describe the object. They are not promises about how it will look on you, how long the finish will last on your skin, or how you will feel about it. See the Metal Description and Plating section of our Terms of Service for what our material terms do and do not mean.
Plated jewelry is a consumable finish. The plating on any electroplated item is a microscopically thin layer over a base metal, and it wears. How quickly depends on your skin chemistry, how often you wear the piece, and what it comes into contact with. We state this openly rather than implying otherwise, we publish care instructions, and we do not describe our finishes as permanent, waterproof or tarnish-proof.
That is precisely why we offer a return window. If an item is not right, you can send it back inside the window on the terms set out above.
This disclaimer does not limit your rights in cases of defective, damaged or materially non-conforming products under applicable consumer protection law.
10. DEFECTIVE, DAMAGED, INCORRECT OR INCOMPLETE ITEMS
If your order arrives defective, damaged, incorrect or incomplete, contact us promptly at support@marburylane.com and we will arrange a replacement or a refund at no cost to you. You are not asked to pay return postage on these, and in many cases we will not ask for the item back at all.
Please include:
Your order number
Clear photographs or video showing the issue, including a photograph of the whole piece
For an incomplete order, a photograph of everything that did arrive, including the packaging and any packing slip
What counts as a defect. A genuine fault in materials or workmanship present on arrival, such as: a clasp that is broken, seized or missing; a parted or deformed chain link; an open, misaligned or missing jump ring; a pendant, charm or bail that is detached or separating; a stone that is missing, loose, chipped or cracked on arrival; plating that is blistered, flaking, patchy or already worn through on arrival; a visibly bent, twisted or misshapen component; a sharp edge, burr or point capable of cutting skin; a chain that parts under normal fastening.
What counts as incorrect or incomplete. A finish, length, size, stone or design other than the one you ordered; personalization that does not match the proof you approved; a missing item, chain, extender or component; a multi-item order that arrives with fewer items than ordered. Multi-item orders may ship as separate parcels arriving on different days, so please allow for all parcels before reporting a shortage. See the Shipping Policy.
What is not a defect. The following are normal characteristics of electroplated jewelry, of the materials used, or of ordinary wear, and they are not manufacturing defects:
Tarnishing, dulling, darkening or oxidation of the finish or the base metal over time
Wear of the plating, including plating wearing thin or wearing through to the base metal, at points of friction such as the clasp, the back of a pendant, and the underside of a chain
Green, gray or dark discoloration of your skin where it contacts the metal. This is a normal reaction between copper alloys and skin chemistry, sweat, cosmetics and lotions. It is harmless, it washes off, and it varies enormously between people
Discoloration or marking of clothing where the metal contacts fabric
Surface scratches, hairlines, scuffs and loss of gloss from normal wear
A chain that stretches, kinks, tangles, knots or parts as a result of being pulled, snagged, caught, slept in, worn during sport, or worn by a child or pet
A stone that loosens or comes out after a period of wear, or after impact
Damage or accelerated finish loss caused by water, showering, bathing, swimming, chlorine, saltwater, hot tubs, saunas, steam, perfume, hairspray, lotion, sunscreen, cosmetics, hand sanitizer, cleaning products, bleach, solvents, silver dip, ultrasonic cleaners or polishing compounds
Damage caused by cleaning contrary to our care instructions
Variation in plating tone, brightness, stone color, clarity or exact dimensions between production batches and within manufacturing tolerance
Variation between the item and photographs, renderings or on-screen color. See the Product Presentation Disclaimer in our Terms of Service
Base metal showing at an engraved line. See section 6
Any damage resulting from misuse, alteration, resizing, repair or attempted repair by anyone other than us, or from use contrary to our Terms of Service
If you believe an item is unsafe, for example because it has a sharp broken edge or a component a child could swallow, stop wearing it, keep it away from children and pets, and contact us.
Based on our assessment we may offer a replacement or a refund. Defective item claims fall within your return window and may also be honored beyond it where required by applicable warranty or consumer protection law.
11. HOW TO REQUEST A REFUND OR RETURN
Email: support@marburylane.com
Include your order number and the reason for your request. We will reply with a decision and, where the return is authorized, the return address and the deadline for shipping it back.
12. REFUNDS
Approved refunds are issued to the original payment method within 10 business days of our approval of the refund. For returned items, approval follows our receipt and inspection of the item.
Refunds are issued in US dollars to the original payment method. We cannot refund to a different card, account or person.
Your financial institution may require additional time to make the funds available to you.
Where an order was paid partly with a gift card or store credit, that portion is refunded as gift card or store credit.
13. GIFTS AND GIFT CARDS
Gift returns. If you received an item as a gift, you may request a return using the order number or the purchaser's email address. Any refund is issued to the original payment method, which means it goes back to the purchaser, not to you. We cannot redirect a refund to a recipient. If you would rather the purchaser not be told, tell us and we will keep the reason confidential, but we cannot conceal the refund itself, because it appears on their statement.
Gift cards. Gift cards are not refundable and cannot be returned or redeemed for cash except where applicable law requires it. Consistent with the Credit CARD Act of 2009 and its implementing regulation, our gift cards do not expire within five years of the date of issue or of the last load of funds, and we charge no dormancy, inactivity or service fees against them. We honor applicable state law on gift card balances, including any state requirement to redeem a small remaining balance in cash and any applicable unclaimed property rules.
14. NO EXCHANGES
We do not offer direct exchanges.
If you would like a different finish, length or size, return the item under this Policy and place a new order. Placing the new order straight away is usually faster than waiting for a return to clear, and your return is processed independently of it.
This does not apply to incorrect, incomplete or defective orders, which are corrected under section 10 at no cost to you and which we replace directly wherever you would prefer a replacement to a refund.
15. DELIVERY AND ADDRESS ISSUES
You are responsible for providing accurate and complete shipping information at checkout.
We are not responsible for orders that are:
Delivered to the address you provided
Refused by the recipient
Unclaimed or undeliverable
Returned to sender because of an incorrect or incomplete address
Reshipping may require additional payment. See the Shipping Policy for detail, including the position on parcels that tracking records as delivered.
16. ORDER CHANGES AND CANCELLATION
Orders generally cannot be changed or canceled once placed, because they enter processing quickly.
Contact us immediately at support@marburylane.com if you need to change or cancel an order and we will try, without any commitment, to catch it before it enters production or dispatch.
Personalized orders cannot be changed or canceled once you have approved the proof, because production begins at that point.
Where we are unable to ship your order within the time required by law, you have a right to cancel for a full refund. See section 3 of the Shipping Policy.
17. RETURN AND REFUND ABUSE
This Policy is intended for genuine personal evaluation of jewelry you bought to keep or to give. We reserve the right to refuse, limit or revoke returns, refunds, or future service in cases of:
Repeated satisfaction returns from the same household, payment instrument or shipping address
Ordering and returning in a pattern consistent with resale rather than personal use
Returns of items other than those we shipped, including empty parcels and substituted goods
Suspected fraud, including claims relating to orders we have reason to believe were not placed by the cardholder
Claims that are demonstrably false
These limits exist to stop fraud. They are not conditions on an honest customer's refund, and we do not apply them to one.
18. CHARGEBACKS AND PAYMENT DISPUTES
We encourage you to contact us before initiating a chargeback or payment dispute. Almost everything a dispute could achieve inside the return window, this Policy already gives you, and it gives it faster.
We reserve the right to contest disputes using delivery confirmation, proof of policy acceptance, order and communication records, photographs supplied in support of a claim, and records of any refund already issued.
Accounts associated with fraudulent or abusive disputes may be restricted or closed.
19. CONTACT
Email: support@marburylane.com