30-Day Exchange Guarantee
Our 30-day exchange period gives you time to ensure your purchase is perfect. If you need to exchange a product for any reason, we’re here to happily assist you. Please note that all sales are final, and we do not offer refunds.

Our Exchange Policy
Your complete satisfaction with our product is important to us. Items may be exchanged within 30 days from when they were shipped, with a Return Merchandise Authorization code. You will be responsible for return shipping and insurance fees. To receive an exchange authorization on orders shipped within the United States, follow the steps outlined below.

To be eligible for exchange, items must be in their original purchase condition, include all product documentation, and be shipped back within 30 days. Please allow approximately 1-2 weeks for your exchange to be processed after we receive the item.

If a package or item arrives damaged, please refuse the shipment or call us immediately at 865-693-3097. Retain all packing materials unless instructed otherwise by Mackley Jewelers. Claims for damaged or missing items must be reported within 24 hours of receipt of your order. Mackley Jewelers is not responsible for lost or damaged returned shipments.

Please call a Mackley Jewelers sales associate at 865-693-3097, Monday – Friday from 10am – 6pm, Saturdays 10am – 2pm EST, to initiate an exchange, repair, resize, or report damage or defect. We will issue a Return Authorization number that must be written on the outside of the package. This cannot be set up online and requires personal assistance for quicker service. We recommend securely packaging your items in their original packing materials, fully insured. We are not responsible for lost or stolen articles.

Exchanges are processed during weekdays once items are received at our location. Following receipt, you’ll receive a confirmation call or email. Please allow an average of 1-2 weeks for full processing. Our Quality Assurance team will review the returned item. Items showing signs of wear, or that have been altered, resized (by a jeweler other than Mackley Jewelers), or damaged, cannot be accepted for exchange.

Non-Exchangeable Items
Special orders, custom orders, new diamonds ordered and set into new mountings, and layaways are final sale and not eligible for exchange. Returns without a Mackley Jewelers Return Authorization Code, returns sent C.O.D., or improperly packaged/uninsured packages will be refused upon receipt. Returns with missing paperwork or product will not be processed.

Shipping Instructions
If your item was delivered with a diamond certificate, it must be returned with the item to avoid a $250 replacement cost. For security, do not write “jewelers,” “jewelry,” or “diamonds” on the outside of the box.

Insure your package for the price on your invoice. High-value returns may require special arrangements. Contact a Mackley Jewelers sales associate for assistance and suggested methods for returning your purchase.

If you have questions about our exchange procedure, call us at 865-693-3097, Tuesday – Friday 10am – 6pm, Saturdays 10am – 3pm EST, or email mackleyjewelersandgemologists@gmail.com.

Shipping Charges
Shipping charges, including Special Handling and related costs, are non-refundable. Do not ship returns C.O.D. If you receive a damaged item, contact us prior to returning it. Mackley Jewelers will not reimburse unauthorized shipping expenses. Retain all shipping materials for UPS pickup and/or inspection.

If we request the return of merchandise, we may reimburse full or partial return shipping expenses at our discretion. We will not reimburse overnight, express, or other special services used at your discretion.

After Your Exchange is Received by Mackley Jewelers
Once your return is received, you’ll get a confirmation email. Processing occurs Monday through Friday. Allow our team one business day (up to 24 hours) to receive the product into our system after the carrier delivers it. Failure to obtain a Return Authorization code or include Diamond Grading Report(s) may delay processing.

Our Quality Assurance team will inspect the item, which takes 2-4 business days. If there are questions about your exchange, we’ll contact you. Once inspection is complete, your exchange will be processed. If a replacement item is being shipped, you’ll receive a shipping confirmation the day it ships. Track your exchange status online here. Thank you for shopping at Mackley Jewelers Inc. For questions, call 865-693-3097.

Sale Price Adjustments
Sale price adjustments must be requested within 15 days of the original ship date unless otherwise specified. Adjustments will be provided as store credit.

Cancel or Change an Order
To change or cancel an order, call a Mackley Jewelers sales associate at 865-693-3097. We’ll attempt to accommodate changes before shipping confirmation, though some may cause delays. We cannot accommodate changes or cancellations on special orders or orders already shipped. If your order has shipped, contact us to set up an exchange once received.