Received Item Issues | My Name Necklace Canada

My jewelry is damaged, what should I do?

We are sorry to hear that your order is damaged!

We are happy to assist you with any issues, but first our customer care team are obliged to receive a picture from you in order to proceed with a reorder for a replacement item.

Please contact our Customer Care Team with:

Your Order ID number
A picture of the damaged item
The item's name and item ID

When contacting us, please select one of the options shown below:

Please select the correct damaged part of your necklace so that we can treat your specific problem.

It is required to send a picture of the damaged item for us to determine how to proceed.

We'll get back to you as soon as we can to offer a replacement item according to our warranty policy.
Please note to check your email to see if you've received a response from us within a few hours.

Your replacement item will be shipped within the time frame for the standard shipping method, that will be active on site at the time you contact us.

My chain broke, what should I do?

We want to assist you and send out a new chain to you!

Please contact our Customer Care Team with:

Your Order ID number
A picture of the damaged chain
A description of the damage
The chain size you want

When contacting us, please select the option shown below:

It is required to send a picture of the damaged chain for us to determine how to proceed.

We'll get back to you as soon as we can, and depending on whether you have warranty,we will offer a replacement chain which can be easily reattached with a pair of pliers, or by your local jeweler.
Your replacement chain will be shipped within the time frame for the standard shipping method, that will be active on site at the time you contact us.

Returns & Cancellations

At MNN we strive to provide unique, high quality jewelry that you can proudly wear to celebrate your loved ones and cherish your most precious moments. If you are unsatisfied with the product you have chosen or it has arrived damaged, please let us know immediately. Our team will help you either refund the item or offer an exchange. To contact our Customer Care Team in regards to a refund or replacement, please fill in the following form.

My chain size that I received is incorrect, what should I do?

If the chain length you received is different to the one you ordered, we’ll gladly send you a new chain which you can easily replace by yourself with a set of pliers.

If you ordered the wrong chain length and would prefer a new chain, please contact our Customer Care Team and we’ll gladly ship a new chain to you, at no extra charge.

Gold

If your chain is solid gold please consult our Customer Care Team for further instructions.

I received an incorrect ring size, what should I do?

If you find that you ordered the wrong ring size, we’ll gladly resize it once to any size at no extra charge! Please consult our ring size guide to determine your correct size, then contact our Customer Care Team to coordinate sending your ring back for adjustments.

I received an incorrect item in my order, what should I do?

If you receive a wrong item in your order, please let us know as soon as possible so that we can sort it out straight away.

Start by checking your order details to ensure that the order was placed correctly with the personalization that you chose. Then contact our Customer Care Team with your order number and a photo of the incorrect item. We’ll send you a replacement as quickly as we can.

I'm missing an item from my order, what should I do?

We're sorry to hear that an item is missing!

We ask that you please check your Order Confirmation to make sure that the details are correct and as you ordered.

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. If your order has been sent in different parcels, each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.

If an item is missing, please contact our Customer Care Team with your order number, the name of the missing item, and a link to the item webpage if you have it. We will resolve this issue for you as quickly as we can.

I received my item, but it doesn't look like I expected

We are sorry to hear that your order is not to your taste.

We are happy to offer you to exchange the item for another, but first our customer care team request to receive a picture from you in order to make sure the item matches our quality standards, and that the details are as described on site.

When contacting us, please make sure to include the following details so that we can assist you in the best possible way:

Your Order ID number
A picture of the item you received
Feedback on the item
Link to the item that you would like to exchange to

Please select the option shown below on the contact us form:

I received my item, but the inscription is incorrect

If the mistake is ours, we are happy to rectify our mistake and to offer a free replacement item for you with the correct inscription.
When contacting us, please make sure to add the following details so that we can assist you in the best possible way:

Your Order ID number
A picture of the item you received
The correct inscription

Please select the option shown below on the contact us form:

What are MyNameNecklace warranty conditions?

All Silver, Gold Plated and Rose Gold Plated items are automatically covered with a 6 month period. Any damage during this time will be covered. Gold and Diamond items have a warranty of 1 year, which can be purchased when you select your item. Any damage that occurs during this year will be covered.