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Frequently Asked Question

How do I change or cancel an order?

Please contact Malcolm Jewelers 309-764-1213 immediately. Please be aware that some orders are shipped immediately upon placement. Malcolm Jewelers can only change or cancel orders prior to shipment.

How Will My Order Ship?

FREE Standard Day Delivery. Unless an expedited service is requested, your order should arrive in approximately 7 to 10 business days after your order has been processed, if ordered by 2 PM CT, Monday through Friday. Shipping method may be altered during the fulfillment process due to carrier (UPS ground) restrictions and holidays. Federal Holidays may affect shipping dates

If expedited shipping service is requested, shipping charges will be added to your order. Please contact Malcolm Jewelers (Storiesfromtheheartcollection@gmail.com) prior to ordering to verify this shipping method is available and the rate, which may vary by delivery zip code. Please note: Expedited shipping on orders placed Friday after 12:00 noon CT or Saturday or Sunday may not qualify for this service.

Do you ship to addresses outside the United States?

We ship to the 50 US States. For shipping to Canada, please call 309-764-1213 as special arrangements and rates may be available.

What do you charge for standard shipping?

All orders shipped to a destination within the United States are shipped free of charge.

How will my item ship?

Jewelry will be shipped in a brown unmarked box. Malcolm Jewelers will NOT be written on the outside of the shipping carton. All order confirmation and receipts will be emailed to the email address provided.

Do you charge sales tax on any item?

Only items shipped within the state of Illinois will receive applicable sales tax.

What is the return policy?

Returns and exchanges are only available for sterling sliver pendants and chains. Custom orders in 10K, 14K, 18K yellow or white gold and platinum jewelry are NOT eligible for return/exchange.

Sterling Silver Pendants & Chains: If you are not fully satisfied with your purchase, please contact me within 24 hours of receiving your item for a Return/Exchange Authorization form. Email me at Storiesfromtheheartcollection@gmail.com

Please ensure that the item is returned in new and re-saleable condition within 7 business days from the delivery date of your order. Returns after the 7-day period are only eligible for merchandise credit. Exchanges will not be processed without an authorization form.

For your protection, we recommend that you use a shipping method that provides insurance and tracking services from providers such as UPS, FedEx, or USPS for your return. Ship the return package to the address indicated on the packing slip. Malcolm Jewelers is not responsible for items damaged or lost in transit. Please include a detailed note with your name, email address and invoice number on your Return/Exchange Authorization form. All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries. Once your exchange is processed, your new piece will be shipped back out to you.