Skip to content
Welcome to our new website! Use FRESHSTART to get 15% off
FRESHSTART for 15% Off

Frequently Asked Questions


What happens if my jewellery needs repair?

We get it! Life happens. Sometimes things break and you need a repair.

Mackenzie Jones offers a lifetime warranty on our workmanship, see below.

Check out our Repairs + Exchanges section for full details on how to start the repair process.

What is your warranty?

      Mackenzie Jones Designs offers a lifetime warranty on regular price items purchased at our markets and on our website. Jewellery is warranted to the original consumer/purchaser/recipient against breakage or malfunction under normal use due to defects in material or workmanship.

We will repair or replace any defective Mackenzie Jones jewellery one time with the same or a comparable item.


      If you purchased Mackenzie Jones jewellery from a third-party store or retailer, these items are also covered under warranty. Original receipts are requested but not required; however, we know our work well and have the right to refuse a repair if we believe it is not Mackenzie Jones jewellery.

We are not responsible for items damaged through unusual forces, including but not limited to; vehicles, animals, tools, machinery or extreme chemicals.  

We will not replace lost or stolen items.

What if I need an exchange?

Whether you received our jewellery as a gift or you realized you got the wrong size, we can exchange the same product in a different size or chain length.

Please refer to our Size Guide to figure out your correct size.

Check out our Repairs + Exchanges section for full details.

How do I pick the right size?

Head over to our Size Guide to help you determine your size.

Can I meet up in person?

Due to the City of Calgary Bylaws, we are unable to do in person pick ups or exchanges in our studio space. We appreciate your understanding.

Please see our Repairs + Exchanges page for further details.

Can I cancel my order?

Once your order has been submitted, you have 24 hours to cancel your order.

Please email our Customer Care team to request a cancellation.

How long will it take to get my order?

Check out our Shipping Page for further details on our shipping policies and delivery times.

What to do if my order is delayed or lost in transit?

If your tracking number indicates that your order has been stuck in transit past its anticipated arrival date, we recommend contacting CanadaPost.com or USPS.com to inquire.

We will not have any more information that what they can supply.

If your item says it was delivered but you did not receive it, you must reach out to CanadaPost.com or USPS.com to open a claim. Once you have a claim number, please email us your order number and your claim number so that we can follow up.

We are not responsible for the loss of your order once it is in possession of a third party carrier when tracking is provided, however we will do our best to assist you in recovering your package.

Canada Post Customer Service - 1-866-607-6301

USPS Customer Service - 1-800-ASK-USPS

 

Do you offer gift options?

We are pleased to now offer Gift Cards for Mackenzie Jones jewellery. Please see our Shop for gift card options.

We offer gift messaging in the form of a handwritten card included in the order package. If you would like to include a handwritten note with your gift order, please indicate the message in the "Special Instructions" section at checkout.

We do not offer gift wrapping, however all of our items do come thoughtfully packaged.

We do not include any receipts or packing slips in the order packages. If your order is a Gift, please indicate this in the "Special Instructions" section at checkout. Items purchased as gifts can be exchanged within 90 days of initial ship or purchase date. During the holiday season this date is extended to January 15th to allow for gifted exchanges.

Gift items can only be returned for a gift credit. Please see our Repairs + Exchanges section for full details.

Do I have to pay duties outside of Canada?

All shipments out of country may be subject to a duty fee. This does not apply in all cases.

Please contact your country's customs office for details.

How do I take care of my jewellery?

Head over to our Jewellery Care Page to learn how to best take care of your jewellery.

What is your jewellery made from?

Sterling Silver

All of our silver jewellery is solid .925 sterling silver with the exception of our rhodium chains. Sterling silver consists of 92.5% silver, and the remaining part consists of an alloy - mostly copper. This is the reason sterling silver is popularly referred to as 925 sterling silver or just 925 silver.

The reason silver needs to be combined with other metals is that it is very difficult to make great designs with just pure silver, which is very soft and malleable. A bit of hardness has to be introduced, by adding other metals such as copper. That is why we have chosen .925 sterling silver to create our designs.

Sterling silver is always nickel free. Our jewellery will tarnish over time. This is not a bad thing, this just means that you have purchased a high-quality metal that needs a little extra care. Head over to our Jewellery Care Page for some useful tips on taking care of your jewellery.

14K Rose|Gold Fill

All of our coloured metal is 14k gold or rose gold fill. Fill is, effectively, a thick sheet of gold or rose gold. The gold content is 5% or 1/20 of the total weight. We use fill to create the highest quality jewellery at an affordable price. Gold fill has the strength of sterling but the beautiful colour of gold or rose gold. With reasonable care, it will not wear off, peel or flake and should last as long as solid 14k gold or rose gold jewellery. It is safe for most people with sensitive skin.

Rhodium Plated Sterling Silver

In the Wild collection we use rhodium plated sterling silver chain. Rhodium is its own base metal and is electroplated over top of sterling silver. We have chosen to use this kind of chain because the two amazing attributes of rhodium is that it does not tarnish and looks strikingly similar to white gold.

Why is my jewellery discoloured?

Not to worry! This is the mark of a truly handmade item.

All of our jewellery is completely made from scratch. This means that there may be minor imperfections or tarnish that accumulates over time. Tarnish may accumulate on solder joints faster than the rest of your item, especially due to heavy use of hand sanitizers or lotions. This tarnish is natural and can easily be cleaned off with a polishing cloth.

Please see out Jewellery Care Page for more in depth directions.

Do you make custom jewellery?

Of course! We love sharing ideas and creating something just for you. Please feel free to contact us with your ideas and concepts. We do our best to accommodate custom work; however, between September and January we do not take customs requests, so we suggest getting on those custom Christmas presents early!

Depending on the complexity and depth of the project, custom pieces can take between 4-6 weeks to complete. So please be patient while we create your one of a kind jewellery.

If you have found something on Etsy or elsewhere online and would like us to create it again for you, we respectfully ask that you simply support the artist who originally created it. We want to support all the creative thinkers out there!

What is our mailing address?

Mackenzie Jones Designs
P.O. Box 45037 Brentwood
Calgary, Alberta
T2L 1Y4

Do you wholesale?

We do!

We love sharing the mountain love far and wide. If you own a brick and mortar shop, studio or retail space and would like to carry Mackenzie Jones Jewellery, please head over to our Wholesale Inquiries for contact information.

Still have a question?

Contact Us and we will get back to you as soon as we can.

Please note we operate Monday to Friday.