Customer Service

CUSTOM PIECES

If you would like to have something custom made please feel free to contact us via our 'contact' link and we will happily work closely with your requests to design something specially for you.

RETURNS POLICY

Unfortunately we are unable to accept returns unless a manufacturing fault is present. If you would like to have something custom made please feel free to contact us via our 'contact' link and we will happily work closely with your requests to design something specially for you.

FAULTY ITEMS

Our jewellery items are made by hand by us and quality checked. Occasionally there may be a fault that we didn't find. If your Mars da Favela piece has a fault we will gladly repair it with the following process.

• The product must have been purchased within 6 months of notification.
• Items to be repaired must be sent via a trackable method.
• Please note that unfortunately, returns may not be made from a Mars da Favela stockist.

Please note that wear and tear in the course of normal use is not considered a manufacturing fault. Jewellery and crystal items are delicate and should be handled carefully. Crystal stones breaking from mishandling is not considered a manufacturing fault.

Jewellery should be treated with love and care. It should be treasured and enjoyed every time you put it on. There are, however, some important things to keep in mind so your jewellery will last for years. Please see Care instructions.

REPAIRS

Any repairs to damaged goods are assessed by case. Cost to replace damaged components, a small repair and postage fees apply.

SHIPPING

Orders are shipped from Australia with regular Australia post packages.
Please allow 1-5 days for processing your order.
Estimated postage arrival times.

1. Capital Cities -Australia 4-5 days
2. Rural Areas- Australia 5-7 days.
3. New Zealand - 7-14 days
4. Europe 7-18 days
5. Rest of World 18-90
6. Sth America/ Mexico 30 -90 days.

Please take into consideration like your countries Customs(Packages can be held for up to 3 months) any public holidays and special periods which might delay mail delivery eg. Easter, Christmas etc)

All orders within Australia are mailed express with tracking. International packages are send with tracking. If you'd like further insurance coverage please contact us via'contact' link prior to purchasing and we will add shipping insurance accordingly.

Please ensure the correct address is given at time of purchase, and that it is a secure mailing address.
Mars da Favela holds no responsibility for lost or stolen packages.

Some slow processing and delayed customs hold ups are beyond our control and we ask that customers in certain countries (usually developing countries)be patient.