Refund policy

RETURN & CARE POLICY

Last updated: September 14, 2026

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. In most cases, the photos you send us are all we need to resolve it, though we may occasionally ask you to send the item back. Once we review your message, we'll respond within 1 to 2 business days with next steps. If a return is needed, return shipping is on us.

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 one-of-a-kind or made in a very limited edition, and never restocked, we're unable to accept returns for change of mind, used items, or sale purchases, except where the law gives you a right to cancel (see below).

Gifts and Promotional Shipping

Some orders arrive with a complimentary gift from us. If your order is fully refunded, the gift needs to come back with it, unused and in its original condition; if it is not returned, we may deduct its value from your refund. If we are replacing a piece rather than refunding it, or if you are returning only part of a larger order, the gift is yours to keep.

When an order qualified for free shipping through a promotion and a return brings it below the qualifying amount, the shipping cost we originally covered may be deducted from your refund. This never applies when the return is our fault: if a piece arrives damaged, defective, or incorrect, we cover shipping in both directions and nothing is deducted from your refund.

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.

Customers in the European Union and the United Kingdom

If you are a consumer in the European Union or the United Kingdom, you have 14 days from the day you receive your order to cancel it and request a return, without giving a reason. Some other European countries give you an equivalent right. Items must be unused and in their original packaging.

To cancel, write to us at hello@bymarbelladesigns.com with your order number and a clear statement that you wish to cancel. Return shipping costs are the customer's responsibility, unless the item is damaged, defective, or incorrect, in which case we cover them. We will refund you within 14 days of receiving the returned item, or of receiving proof that it has been sent back.

Consumers in the European Union also have a legal guarantee of conformity of 2 years from delivery, covering faults that were already present when the item was delivered. Equivalent rights apply in the United Kingdom. Nothing in this policy limits those rights.