Frequently Asked Questions

What happens if my jewellery needs repair?

We strive to build a quality product that will stand the test of time. In the event your jewellery breaks from regular wear and tear, please contact us right away. 

Please Contact Us with your

Name, Phone Number, Email Address and Return Address

You can then pop your piece in the mail and send it to:

Mackenzie Jones Designs

P.O. Box 45037 Brentwood

Calgary, Alberta

T2L 1Y4

Once we receive it, we will send you a confirmation email and begin working on your repair. 

*Please note that Mackenzie Jones Designs is not responsible items lost in the mail*

How long will it take to get my repair/exchange?

 

It can take between 3-6 weeks for your repair/exchange to be completed. We take every step to ensure your piece gets back to you as quickly as possible. Wait times are often less and we always appreciate your patience.

If you have mailed your jewellery to us, please expect 1-2 weeks before we receive it at our studio. Once we have received it, we will email you to confirm its delivery (if your email address was not included with the repair, you will NOT receive an email). Once received, please allow 1-2 weeks to repair/exchange your piece and 1-2 weeks for return delivery. 

How do I exchange for a different size or length?

 

Whether you received our jewellery as a gift or you got home and realized you got the wrong size, we can exchange the same product in a different size or chain length. Please refer to our Jewellery Sizing Instructions to figure out your correct size. 

Please Contact Us with your

Name, Phone Number, Email Address, Return Address and the Correct Size/Length

You can then pop your piece in the mail and send it to:

Mackenzie Jones Designs

P.O. Box 45037 Brentwood

Calgary, Alberta

T2L 1Y4

Once we receive it we will send you a confirmation email and exchange your item. 

*Please note that Mackenzie Jones Designs is not responsible items lost in the mail*

How do I take care of my jewellery?

 

Head over to our Jewellery Care Page for a comprehensive explanation of how to best take care of your jewellery.

How do I pick the correct size?

 

Head over to our Jewellery Sizing Directions to help you determine your size.

How do I order online?

 

Check out our Shop!

If our shop is slow or not working, please proceed to our Etsy Shop

www.mmackenziejones.etsy.com

Can I use promo codes online?

 

Yes! Please proceed to our Etsy Shop to use your promo code. It will ask for the promo code at checkout. Please note that promo codes have an expiration and are subject to terms and conditions. 

Do you have everything listed online?

 

We try our best to list everything online; however, some of our more unique pieces such as silk wraps and Talismans are not stocked online. If you would like to discuss something you saw in person or outside of our online shop, please head over to our Etsy Shop and hit the "Request a Custom Order" button. 

How long will it take to get my order?

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

Can I send a gift to a recipient?

 

Yes! We will dress it up nicely and include a cute card! We can even add a personal message for you.

 

Please proceed to our Esty Shop and include a message at checkout, indicating that this is a gift and the personal message you would like in the card. It is very important that you include the recipient's mailing address and name at checkout.

Do I have to pay duty 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.

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. 

What is your warranty?

 

Mackenzie Jones Designs offers a lifetime warranty on regular price items purchased online, at our markets or our various retailers. Our jewellery is warranted against breakage or malfunction under normal use due to defects in material or workmanship. We will repair or replace any defective Mackenzie Jones Jewellery with the same or a comparable model. We will not replace lost or stolen items.

Head over to our Warranty Page to review full details. 

Do you wholesale?

 

We do! We love sharing the 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. 

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 via Etsy conversations. 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 2-6 to complete. So please be patient while we create your one of a kind jewellery. 

If you have found something on Etsy 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!

Can I get individual charms, earrings or chains?

All the Totems, Roots and Spirit Stones can be sold individually. Please note that we do not sell these individually to be repurposed or resold, we sell them to complete your own Talisman Necklaces or charm bracelets. 

We will replace lost earrings for an individual cost. Please contact us, and we will do our best to accommodate. 

We do not sell chains individually online. However, if you would like a different chain length, please contact us, and we will do our best to get you the right length. 

Please contact us via Etsy conversations regarding any of these items.

What is your mailing address?

Mackenzie Jones Designs

P.O. Box 45037 Brentwood

Calgary, Alberta

T2L 1Y4

Have a question you don't see here?

 

We would love to help you! Please Contact Us with any further questions, comments or queries. 

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