Your questions answered
Questions about sizing, material or simply getting started? Try visiting the guide to the collections page for a wealth of lock knowledge. Each product page has its own specific info, we suggest looking there for questions around a specific product. Company and logistic questions can be found here!
How should I get started?
Choose a lock. Choose a chain. You can add to it later. The most important part is to choose a lock that you love. Our locks come in 4 colors of gold (yellow, white, green and rose) and platinum and in some cases sterling silver. All the locks are versatile and can be worn in myriad ways. Or your lock may work with pieces you already own—that's the best part.
Do you offer custom work or engraving?
Personalizing your piece is one of the special surprises of owning or giving our locks. Each lock has 6 sides to engrave on and we can do virtually any language or symbol you can dream up. Engraving ranges in price from $80 for a standard laser engraving. If you are interested in hand engraving, please email or call us.
Most pieces from the collection are engravable and it is indicated in the product. If you don't see a choice for engraving, please email or call us to determine if it is viable for your piece.
All our jewelry is handmade and hand finished by a team of craftspeople. It’s safe to say that no piece is exactly the same. The gemstones we work with are constantly evolving so if you don’t see a stone that you seek, email or call us. We’d love to help you.
Custom length chains, custom locks and engraving are final sale. That being said if we made a mistake, we want to know about it and fix it.
Our hours of operation.
Even though our website is open 24/7, we, the humans who run the website, work "normal business hours," meaning we are open Monday-Friday, 9AM-6PM. If you inquire about a product or a purchase over the weekend, we will absolutely respond but it will likely be on the following Monday morning. We will be in touch!
How should I clean and care for my Marla Aaron piece?
Your locks are designed to last forever and to be worn and take on the patina of best loved jewelry. If you miss your piece’s original lustre, we are happy to polish them to either a “satin” or gloss finish. Just call us. Pricing starts at $25.00.
For brass Cufflings, our preferred cleaner is ketchup – Heinz specifically. Simply wipe the ketchup on your piece and then wipe off with a “buffing” motion using a paper towel. Rinse with water and dry and you will see the shine. Well worn jewelry though does not need any polishing. So wear your jewels!
Store pearls in a cloth pouch (if you bought them from us or had them repaired by us you have one of our muslin sacks). And try not to get lotion or perfume on your pearls – it will destroy their lustre.
When you order.
Our collection is made by hand and often times to order. Orders are processed and shipped Monday through Friday. Please allow up to two weeks for orders to be processed. Orders placed after 3pm will be processed the next business day. Orders received on weekends and holidays will be processed the next business day. If your order is urgent, please emails us at firstname.lastname@example.org and we will try our best to accommodate your request. If you have ordered an item that is delayed, we will notify you via email or telephone. Our orders generally ship within the week, unless otherwise noted. Buyer will receive a shipment confirmation email with the shipping tracking number.
Shipping and handling.
We use UPS and Federal Express. We insure all of our packages and always require a signature for orders over $500. Please make sure you choose an address for delivery where someone is available to sign for it. Our 2-day shipping in the continental U.S. is complimentary. Overseas shipping is $75.00. Overnight shipping within the U.S. is $30.
If you would like rush or overnight please email us and let us know when you place your order and we are happy to accommodate where we can.
If you are in the state of New York and you make a purchase, we will add appropriate sales tax.
Please email email@example.com if you have questions..
Expected arrival date for international orders is approximately 10-14 days from the order date.
For international orders, a customs duty will be charged to you depending upon the country in which you reside.
By law, we cannot change the value of order on commercial invoices. We adhere to all international import/export laws.
Our return policy.
We accept returns and exchanges within 15 days of receipt for all pieces returned to us in their original packaging and in their original, unworn condition. There may be up to a 48-hour delay from when a return is received and when the refund has been accepted and processed. Once the return is accepted, we will fully credit your account, minus shipping fees. If we feel, for any reason, that the request is not reasonable — if the jewelry is damaged or has been improperly used — we will not accept the return.
Any custom or custom-engraved pieces are final sale.
If you would like to make a return, please email firstname.lastname@example.org with "return request" in the subject line.
Need help now? Let’s Zoom!
You can set up an appointment with us below and our team will send you a Zoom meeting ID. Be sure to check your emails thoroughly for the zoom confirmation. If you need help setting up Zoom our team can help with that too.Book An Appointment