Customer Care

How to Buy:

Shopping at MarcosDeAndrade.com is very easy. Just follow these steps:

  1. Choose your product (bracelet, ring, etc).
  2. View the products you are interested in and click on the photograph to zoom in and see every detail.
  3. Select an item and add it to your basket. You can then choose to continue shopping or to process your order.
  4. If you would like to process your order you can do so by either registering or checking-out as a guest.
  5. Choose whether you would like to have it delivered through standard or express delivery.
  6. Select a payment method: Visa, MasterCard, Discover, American Express, or PayPal.
  7. Confirm the order.

You will receive an email confirming your order.

What payment methods can I use to make my purchase?

We offer the following payment methods: Visa, MasterCard, American Express, Discover (all processed via PayPal) or you can choose to pay directly with your PayPal account.

How Do I Sign Up For Marcos De Andrade’s Newsletter?

Join our Newsletter list by simply entering your email address below. You will receive information on our latest products and events.

How do I recover my forgotten password?

If you have forgotten your password, you can recover it in the Log in section. You will receive an email with a link to set a new password.

How can I be sure that I’ve made my purchase correctly?

Once you have placed your order, you will receive a confirmation email. If you do not receive an email, contact our customer service.

Can I track my order?

Yes, you can see the updated status of your order in real time. To do this, go to the “my orders” section in your account. If you are not registered, click on the “Track Shipment” link in the confirmation email sent to you.

Can I remove items from my order?

Yes. You can delete any unwanted items from your shopping bag as long as the order hasn’t been processed yet.

Can I cancel my order?

If your order has NOT been shipped yet, just contact us viathis form and one of our customer representatives might be able to request a cancellation for you but know that this not always possible.

What should I do if I receive a faulty item?

We only sell items in perfect condition so, in the rare event of receiving a faulty item, go to My Account -> Orders -> Select Order and “Request Warranty”. If you have any question please contact our customer service.

What should I do if I receive an incorrect item?

If you were to accidentally receive an item that you did not order, please contact our customer service.

Do you make custom pieces?

Requests for custom pieces will be considered on a case-by-case basis. Please send inquiries to our customer service team.

TRADE

For Trade/Wholesale inquiries please email us: Send Email

 

MY ACCOUNT

Why should I create an account?

To make your life as easy as possible. When you place an order your information will be filled in automatically with the exception of your credit card information for your privacy and protection. Become a registered user, now.

Quick checkout – super fast and easy checkout process since all of your info is already saved.
Address book – save shipping addresses for yourself, your friends and your family in your personal address book so you avoid typing in their information each time you send a gift.
Be the first to know – if you choose, we’ll email you when the latest products are out.
See your order history – save a full listing of your previous purchases.

How do I recover my forgotten password?

If you have forgotten your password, you can recover it in the Log in section. You will receive an email with your new password.

PRIVACY AND SECURITY

We value your privacy. Learn more about our privacy policy.

SHIPPING

US Shipping

Standard mail shipping anywhere in the US is FREE. Your orders will arrive 2-3 days after order is processed. It takes about 24 hours for most orders to be processed.

You may also choose Express Shipping for an additional fee of $20.00.  International shipping costs varies per country and you can find out the cost during checkout before finalizing your purchase.

Marcos De Andrade online deliveries require the signature of an adult over the age of 18 upon delivery on certain orders. To ensure the secure delivery of your order, MDA does not ship orders to P.O. Boxes and APO/FPO addresses.

Do you Ship Internationally?

Yes, We ship Worldwide. Due to our insurance restrictions we are currently not shipping to:

Afghanistan, Angola, Bolivia, Burma, Congo, Cuba, Iran, Ivory Coast (Cote d’Ivoire), Liberia, Nigeria, North Korea, Paraguay, Sierra Leone, Somalia, Sudan, Syria, Venezuela, Russia, Armenia, Azerbaijian, Belarus, Georgia, Kazakhstan, Kyrgyzstan, Moldova, Russia Federation, Tajikistan, Turkmenistan, Ukraine and Uzbekistan.

International Shipping Price

We ship all of our orders via US Post Office. Currently we offer two methods of International Shipping:

  • Priority MailUS$20.00 | 6-10 Business Days
  • Priority Mail ExpressUS$45.00 | 3-5 Business Days

STORE OPENING SPECIAL – We will be providing FREE Shipping on first class mail orders for these selected countries. (Limited Time)

Australia, Brazil, Belgium, Denmark, Canada, France, Croatia, Gibraltar, Estonia, Italy, Finland, Luxembourg, Germany, Portugal, Great Britain and Northern Ireland, Hungary, Israel, Latvia, Lebanon, Lithuania, Malaysia, Malta, Netherlands, New Zealand, Norway, Singapore, Slovak Republic, Spain, Switzerland and Turkey.

Taxes and Duties

Prices displayed on the website are exclusive of taxes. When you proceed to purchase your order, sales tax will be calculated on the total merchandise value (where it applies).

Outside the USA, destinations are shipped to on a DDU (Delivery Duty unpaid) basis, which means that product prices displayed are exclusive of all taxes and duties.

As the recipient, you are liable for all import duties, customs and local sales taxes imposed by the country we are shipping to; in most cases payment of these is necessary to release your order from customs on arrival. We are unable to advise the amount this may be.

Where is my order?

We strive to dispatch all orders within 48 hours. Estimated delivery times are again only an estimate. MDA is not responsible for any delays caused by destination customs clearance processes.

When your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. You may also go to ‘My Account’ and check on your order status.

 

RETURNS

Returned products must include the original packaging and tags and must be in the same condition as when it was received.

How do I return an item?

U.S. online orders

In order to return your order, you must use a “Request Warranty” form located under the “Orders” section on your profile. Just go to My Account -> Orders -> Select Order and “click on “Request Warranty”.

Once the return is authorized you will be emailed a link to print a pre-paid return label. If you do not receive this email please contact us. You will be refunded your order amount less $8.99 for shipping and handling costs.

International online orders

In order to return your order, you must use a “Request Warranty” form located under the “Orders” section on your profile. MDA does not provide a return label for international orders. Customer is responsible for return shipping costs.

Please send all returns to:

Marcos de Andrade

122 Amelia Way, Novato

California, USA 94949

How long do I have to return an item?

We will happily refund items within 14 days of receipt, providing it is returned in original packaging with no signs of use.

Do I have to pay anything to return my items?

If you placed your order in the US, you will be charged $8.99 for shipping and handling costs, which will be deducted from your refund.  International customers will not have shipping costs deducted from the refund but are responsible for returning the product back to MDA Shipping center. MDA will not provide a return label to international customers.

 

REFUND POLICY

How will I receive my refund?

Once the return has been approved, you will receive your refund via the same means used to make your purchase.

When will I receive my refund?

Once the return has been approved, which may take up to 7 days, you will receive a confirmation email indicating that the refund will be paid into your account.  After receiving the confirmation email you should receive your refund in less then 48 hours. We make every effort to refund customers as fast as possible.

Remember that payments to your credit card always depend on your bank and may take up to 30 days.

What should I do if the refund amount is incorrect?

  • Contact our customer service, and we will solve the problem as quickly as possible.
  • *MarcosDeAndrade.com won`t be responsible for any product that has not been properly identified and authorized for return in accordance with our return policy.
  • *MarcosDeAndrade.com reserves the right to reject returns sent or communicated beyond the return period limit, or items that are not in the same condition in which they were received.

 

EXCHANGES

Can I exchange my products?

Yes, if you wish to exchange an item, you have to return the item and make a new purchase online.

How long do I have to make an exchange?

All exchanges must be made within 14 days of receipt.

Return Address:

Marcos de Andrade

122 Amelia Way, Novato

California, USA 94949

At Marcos de Andrade we care about you and your jewelry. We advise you to follow our care instructions so that you may enjoy your jewelry for as long as possible.

Marcos de Andrade jewelry takes pride in using only the highest quality materials and craftsmanship. All of our jewelry is solid 92.5% Silver, with some having 18kt. Gold or Titanium Black plating.All of our Crystals are certified Swarovski Crystals.

Our wallets are made from genuine and ethically sourced python or crocodile skin.

 

GENERAL CARE INSTRUCTIONS:

Jewelry should be carefully and properly stored. We advise you to keep your jewelry in the pouch in which it was received. It is important to protect your jewelry from chemicals (including body lotion and perfumes), perspiration, sunlight and extreme temperatures.

Don’t wear your MDA jewelry when in the water (pool, showering, etc.)  Remove your jewelry when doing any heavy-duty work such as house cleaning, gardening or even going to the gym.  Gently wipe jewelry with a clean soft cloth after each wear and do not use any cleaning products besides soap.

CLEANING STERLING SILVER

Sterling silver tarnishes in the presence of items containing sulfur, such as leather, rubber, chlorine, salt water and perspiration. But don’t let this stop you from wearing your jewelry, just follow our care instructions.

To keep your jewelry in its best condition for as long as possible, we recommend that you wipe down your MDA Sterling Silver jewelry everyday with a soft cloth. As mentioned above store your jewelry in the pouch in which it arrived.

When cleaning your Sterling Silver, use a clean, cotton cloth and regular dish detergent mixed in water.  Apply the detergent water to the clean cotton cloth and rub the piece in one direction only. For heavier tarnish use warm water and mild soap. Do not use any other products besides soap or detergent to clean your jewelry.

CARING FOR GOLD OR TITANIUM BLACK PLATED STERLING SILVER

Handle your Gold plated or Titanium Black plated jewelry with care. Store your gold plated jewelry properly, in the pouch in which it arrived.

Gold plate does not tarnish like silver, but it will get dirty and is likely to corrode due to contact with chemicals, perspiration, body lotion, etc. Try to avoid scratching it, so avoid wearing it in situations when this may happen.

To clean it use a clean soft cotton cloth and depending on the condition of your piece you may need to use a little bit of liquid soap. Be cautious with the amount of soap and water as too much can damage your jewelry. Do not use any cleaning products other then liquid soap.

 

If you have any questions or concerns regarding the care of your Marcos de Andrade jewelry please contact our customer service.

Need Help?

If you couldn’t find what you were looking for

please contact us via email so we may assist you.

M – F from 8.30 am to 7.30 pm PT
ST from 10.00 am to 4.00 pm PT