Refund policy
Return & Care Policy — By Marbella
At By Marbella, every piece is made by hand, one at a time. We want you to love what you receive, and if something isn't right, we're here to make it right.
Our Promise
If your order arrives damaged, defective, or incorrect, we will replace it or refund it.
How to Reach Us
Contact us within 7 days of receiving your order at hello@bymarbelladesigns.com with your order number and a photo of the issue. That's all we need to get started.
What We Can Resolve
We'll offer a replacement or full refund for items that arrive damaged, have a manufacturing defect, or were sent incorrectly. Once we review your message, we'll respond within 1 to 2 business days with next steps. Return shipping costs are the customer's responsibility, unless the item is defective or incorrect.
A Note on Our Materials
Our pieces are made with preserved botanicals, natural pearls, and semi-precious stones... materials that require gentle care. Damage from impact, moisture, or wear after delivery falls outside what we can cover, but we're always happy to advise on how to care for your piece so it lasts.
Items We Cannot Accept Back
Because each piece is made to order and one of a kind, we're unable to accept returns for change of mind, used items, or sale purchases. Custom orders are final sale.
Order Cancellations
Need to cancel? Contact us within 12 hours of purchase and we'll take care of it. After that, your piece has likely already entered production.
Lost or Delayed Packages
If your tracking shows delivered but you haven't received your order, contact us and we'll help you open an investigation with the carrier.
EU Customers
In accordance with EU consumer protection law, customers in the European Union have 14 days from delivery to request a return. Items must be unused and in original packaging. Return shipping costs are the customer's responsibility, unless the item is defective.
Refund Timeline
Approved refunds are returned to your original payment method within 5 to 10 business days, depending on your bank.
Questions? We'd love to hear from you... hello@bymarbelladesigns.com