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FAQ

Frequently asked questions

Given the handmade nature of each piece, production time may be a bit slower
than traditional retailers. Please allow up to 2-3 weeks for MXW 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.

Link to your shipping policy.

Metal x Wire does ship internationally to select 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.

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. Australia, United Kingdom and Germany

Import taxes and duties are included in the price of the products and there are no additional charges upon delivery.

3. Other international shipments

There may be duties and taxes incurred on your shipment that you will be responsible for. 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.

FOREIGN TRANSACTION FEES

Metal x Wire does not charge any additional fees other than the total amount owed for the order. Other fees would have been applied by your bank and are not under the control of Metal x Wire.

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 info@metalxwire.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.

Metal x Wire 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.

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. 

Once your order has not been shipped, please reach out
to us at Info@metalxwire.com
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

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.