FAQs
Anything you may want to ask about our brand, sustainability, shipping, orders etc. If you don't find what you are looking for here, please don't hesitate to contact us!
ORDERS & SHIPPING FAQs
Do you ship internationally?
Yes, we are happy to offer international shipping.*
*Customs and duties taxes are responsibility of the buyer.
What is the production time?
Processing time will vary depending on the piece, as all of our pieces are handmade in our studio. Please note - production time does not include shipping.
If we have your piece in stock we will be able to ship it within 7 days.
Otherwise our average production time is between 3 to 4 weeks to make the piece before we can ship it to you.
If you have a deadline you are welcome to contact us so we can check if the piece you are interested in is already in stock.
How long does shipping take?
Packages are shipped out the day they are completed. Domestic shipping (USA) normally takes 3 to 5 days. International shipping may take an additional 3 to 4 weeks.
*International clients are responsible for customs/import duties and taxes which vary by country.
*We are not responsible for any delays or holds at customs for international clients.
Do you charge taxes on your products?
Prices listed on the website are pre-tax and do not include duties or taxes.
Domestic orders: All taxes are calculated automatically at check out and will vary location.
International: Please be aware of your country's import taxes before committing to a piece, as any taxes, duties or customs fees are the responsibility of the buyer.
*International clients are responsible for customs/import duties and taxes which vary by country.
*We are not responsible for any delays or holds at customs for international clients.
Is Merlo Artifex a sustainable brand?
Yes, we are proud to commit to eco-friendly and sustainable practices. You can find more details here about our sustainability efforts.
Where is my order?
All orders come with a tracking number. Please give 2 working days from the time we ship your order for the tracking number to update in the system. You can track your order here.
How are your pieces packaged?
After the final polish, our jewelry pieces are professionally packed in a black box with our embossed logo on the lid. We pack gift-ready.
Non jewelry items and accessories arrive in their own individual packaging.
How can I calculate my ring size?
You can use a ring sizer or our measure at home method. Head over to our sizing page to see all the details.
Can I change/cancel my order?
Since we make every piece to order, orders may only be cancelled within 24 hours of placing the order.
What materials do you use in your jewelry pieces?
We use exclusively premium materials.
Our pieces are made with solid 925 sterling silver, 14k or 18k gold, and natural stones.
Can I order a sterling silver piece in gold?
All of our sterling silver pieces can be made in 14k or 18k gold upon request. Pricing will vary. Please contact us for more details.
Do you offer custom engraving?
Yes we do. If you are interested in having one of our pieces custom hand engraved (not stamped) please contact us for font styles and rates.
RETURNS & EXCHANGES FAQs
What is the return/exchange policy?
All pieces are handmade and start production once you place your order.
We only accept cancellations in the first 24 hours after placing your order for a full refund.
Due to the handmade nature of our custom jewelry, refunds and exchanges are not accepted. We do not issue refunds.
How can I get in contact about a defective piece?
We guarantee our merchandise is free of manufacturing defects.
Please inspect your order immediately upon reception, and contact us immediately if the item is damaged, defective, or if you receive the wrong item, so we can evaluate the issue and make it right.
How do I take care of my jewelry?
To properly take care of your jewelry, we recommend purchasing one of our specialty polishing cloths. The white side will remove tarnish and the reverse side is used to polish the jewelry piece. Always use care where polishing your jewelry and avoid using liquid cleaners.
Why is my skin changing color?
Because of the skin's natural and pH level, some people's skin may turn green, gray, or black even when using solid sterling silver.
This is temporary and can be managed by polishing your jewelry daily for about 1 to 2 weeks while using your piece.
All of our sterling silver jewelry is made from solid silver and is always nickel free.
How can I get in touch?
You are welcome to use our contact form to reach out to us. All inquiries will be answered within 1 to 3 working days.
Alternatively, you can email us directly at: info@artifexjewelry.com
Terms & Conditions Disclaimer
All of our pieces are handmade in our workshop and are made from raw materials. Any slight variations that may occur are due to this handmade process.
Rest assured that the piece you receive will be uniquely yours!