Find answers to our most frequently asked questions below. If you can't find what you're looking for please contact us and we'll get in touch with 24 hours.
What is the production time?
Given the handmade nature of each piece, production time may be a bit slower than traditional retailers. Please allow up to 2 weeks for most pieces. Pieces requiring longer production times will be noted in product details.
What are the shipping fee and delivery timeline?
We do ensure to deliver your packages at a timely fashion. Orders are usually shipped out in 3-5 business days (this excludes your shipping date) from production time. The estimated shipping date will be provided through our shipping couriers.
The above delivery timeline does not include weekends, holiday and any unforeseeable delays on the courier's end (weather, volume, traffic, etc). Estimated delivery date may be delayed if a change of delivery option was submitted on the customer’s end.
Do you ship internationally?
Metal x Wire does ship internationally to over 50 countries. You should see delivery options when you’re in checkout.
Keep in mind that for international countries, customers will be required for clearing/paying duties to clear the product
Please note that Metal x Wire does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.
Does MetalxWire charge duties and taxes
1. United States and Canada
Duties are included. Taxes are applied at check-out according to the state/province of the shipping address.
2. United Kingdom
All items shipping to the UK include VAT.
All items shipping to Jamaica include GCT. There are no additional fees on delivery.
Duties and taxes are calculated and paid at checkout and there are no additional charges upon delivery.
5. Other international shipments
There may be duties and taxes incurred on your shipment that you will be responsible for. Please note that MetalxWire does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.
Where do you ship to?
We currently ship to the following countries:
Canada, Puerto Rico, United States of America,
Jamaica to Trinidad
Australia, New Zealand
Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, Norway, Poland, Slovakia, Spain, Sweden, United Kingdom
Hong Kong, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand
Qatar, Saudi Arabia, United Arab Emirates
Kindly note that we do not ship to PO Boxes, APO or FPO addresses at this time.
About Our Materials
Solid 14K Gold
Solid gold is an extremely durable material that does not easily oxidise or discolour. Since pure gold (24K) is too soft for daily wear, it is mixed with other materials for strength and durability. 14K Solid Gold has 58% pure gold content.
Gold Filled (GF) is a thick layer of 14k Gold mechanical bonded to the outside of a brass core. Our GF jewelry contains 5% real solid gold by weight. While it’s possible for GF jewelry to tarnish under certain circumstances, it is highly durable and does not tarnish easily.
925 Sterling Silver
Sterling silver requires special care to preserve its appearance and longevity. It is an alloy made of 92.5% pure silver and 7.5% copper.
How do I take care of my jewelry?
14K Solid Gold Care: We recommend using warm water with a soft cloth or toothbrush to maintain the gold's original shine. Always avoid using any abrasive jewellery cleaners that may contain damaging chemicals or polishing agents.
Pearl Care: Wipe your pearls with a soft cloth. This will help prevent any buildup of oils or other substances that may have come in contact with your jewelry throughout the day.
925 Silver Care: Natural body oils help prevent silver from tarnishing, so wear it often. Keep your silver looking great by polishing it with a soft cloth, storing it in an air-tight container and avoiding water where possible.
What do I do if my jewelry is defective or I received the wrong order?
If you would like to issue a claim for a defect, please email us at email@example.com within 24 hours of receiving your order. Submit the order number, the item name, a description of your repair and a picture. Your repair will be authorized within 48 hours.
MetalxWire is not responsible for items damaged or lost in transit. Please include a note with your name and order number with the package when shipped back to us. We do not refund shipping charges on return items.
Can I order a custom piece?
We only have a limited collection that provides custom pieces for, if that collection is in stock, go ahead and add your personal touch. If you don’t see the option to engrave or customize your piece then the option for that product is not available.
WHAT IF I NEED TO REPAIR MY PIECE?
Repairs within 30 days.
We are happy to repair, free of charge, any jewelry piece that has been damaged within 30 days of purchase due to defect. Please email us at firstname.lastname@example.org. Include your order number, item name, a description of the repair and picture. Once we have received your email, please allow 48 hours for a personalized response and return instructions.
Repairs after 30 days
After 30 days, all repairs will be USD$60. This includes labor and shipping, both ways. To start the repair process, please email us at email@example.com. Include your order number, item name, a description of the repair and picture. Once we have received your email, please allow 48 hours for a personalized response and return instructions. Payment for repairs can be made here
I’m not sure about my size!
Choosing the correct ring size is the responsibility of the customer as people differ in the way in which they prefer their wear their jewelry.
We have a reference sizing chart for necklaces and rings (link here). However if you want to make sure to get it right we recommend visiting your local jeweler for an accurate sizing based on your preferences.
How do I find my order number?
Based on the information provided, an email confirmation will be issued to you once the order is completed. Be sure to check all inboxes as it is possible it may have landed in the junk/spam folder.
You can also log into your account to see your current order as well. If you haven't created an account, no worries! You can create one anytime with the same email address used to place the order.
Can I update or cancel my order?
Once your order has not been shipped, please reach out to us at firstname.lastname@example.org with your order number. Please note for custom or engraved pieces, once the order is placed, we are unable to cancel or update the order.
Can I change my address?
Feel free to reach out to us within an hour of placing your order and we will try our best to accommodate the change before the order is processed.
Kindly note that as we do our best to get your order shipped out as quickly as possible, as such we are unable to guarantee the change.
Once the order is shipped, we are unable to change the address on our end.
How can I track my order?
We will send a shipment confirmation email with your tracking information so you can effortlessly track your package.
All sales are final. We unfortunately do not accept returns as all of our jewelry is made to order. Custom pieces/personalized pieces cannot be returned unless the item is damaged or we made a mistake.
Do you offer gift wrapping services?
Discreet packaging is not offered at this time so please make sure to only ship to a location you are comfortable with receiving the parcel.
Do you offer gift cards?
MetalxWire offers digital gift cards. Click here and grab your digital gift card. It will be emailed directly to the recipient and select your preferred value. Please note that gift cards are non-refundable.
MetalxWire gift cards are only valid if purchased on our website. MetalxWire cannot honor or re-issue gift card credit that is purchased from third party sources.
Keep in mind that discount codes cannot be applied for either physical and digital gift cards. We reserve the right to cancel the order at any time should any of these policies are overridden..
What payment methods do you accept?
Can I combine discounts?
At the moment you cannot combine discount codes. Only one discount code can be used at a time..
PERSONAL INFORMATION WE COLLECT
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information.”
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the Site.
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers or banking information), email address, and phone number. We refer to this information as “Order Information.”
HOW DO WE USE YOUR PERSONAL INFORMATION?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
Communicate with you;
Screen our orders for potential risk or fraud; and
When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
SHARING YOUR PERSONAL INFORMATION
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site--you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
You can opt out of targeted advertising by:
FACEBOOK - https://www.facebook.com/settings/?tab=ads
GOOGLE - https://www.google.com/settings/ads/anonymous
BING - https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads
Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.
DO NOT TRACK
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at email@example.com or by mail using the details provided below: