FAQ

❓ FREQUENTLY ASKED QUESTIONS – MACKLO LONDON

Last updated: March 2026

Welcome to the MACKLO LONDON FAQ. Here you'll find answers to the most common questions about ordering, shipping, returns, and more.

If you can't find what you're looking for, please contact us at contact@macklo.com

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📏 SIZING QUESTIONS

1. How do I find my ring size?

Please visit our detailed [Ring Size Guide] page. You'll find:

• International size conversion charts

• How to measure an existing ring

• How to measure your finger

• A printable ring sizer

2. What are the most common ring sizes?

3. Can rings be resized?

Most of our rings can be resized up or down by about one full size by a local jeweler. For custom resizing requests, please contact us before ordering.

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🛒 ORDERING QUESTIONS

4. How do I place an order?

Simply:

1. Browse our collections

2. Select your desired product, size, and metal

3. Click "Add to Cart"

4. Proceed to checkout and enter your details

5. Complete payment

5. Can I modify or cancel my order?

• Within 1 hour of placing your order: Contact us immediately and we'll do our best to accommodate changes.

• After 1 hour: The order may have already been processed and cannot be modified.

Email contact@macklo.com with your order number.

6. What payment methods do you accept?

We accept:

• All major credit/debit cards (Visa, Mastercard, American Express)

• PayPal

• Apple Pay

• Google Pay

7. Is it safe to use my credit card on your site?

Absolutely. All payments are processed securely through Stripe and PayPal, both PCI-DSS compliant. We do not store your payment information.

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📦 SHIPPING QUESTIONS

8. Do you ship internationally?

Yes. We ship worldwide. See our [Shipping Policy] for full details.

9. How much is shipping?

10. How can I track my order?

For orders with Tracked Delivery, you'll receive:

• A shipping confirmation email with tracking number

• A link to track your package in real-time

You can also log into your account or contact us at contact@macklo.com.

11. Will I have to pay customs fees?

• UK: All prices include VAT; no additional fees.

• EU & International: Customs duties and import taxes may apply and are the responsibility of the customer.

• USA: No duties under $800 USD; over $800, fees are the customer's responsibility.

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🔄 RETURNS & REFUNDS

12. What is your return policy?

You have 14 calendar days from delivery to return an item in its original, unworn condition. See our [Return and Refund Policy] for complete details.

13. How do I start a return?

Email contact@macklo.com with:

• Your order number

• Reason for return

• Photos (if applicable)

We'll guide you through the process.

14. When will I get my refund?

Once we receive and inspect your return, refunds are processed within 5–10 business days to your original payment method.

15. Can I exchange an item?

Yes, for defective or damaged items. Contact us at contact@macklo.com with photos and your order number.

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🔧 WARRANTY & CARE

16. Do you offer a warranty?

Yes. We offer a lifetime warranty on the setting and craftsmanship of our jewelry, covering manufacturing defects.

17. What does the warranty NOT cover?

• Normal wear and tear

• Damage from accidents, misuse, or improper care

• Lost stones (unless manufacturing defect is proven)

18. How do I make a warranty claim?

Email contact@macklo.com with:

• Your order number

• Photos of the issue

• Description of the problem

19. How do I clean my jewelry?

Simply soak in warm water with mild soap, gently brush with a soft toothbrush, and pat dry with a lint-free cloth. Avoid harsh chemicals and ultrasonic cleaners.

20. Can I wear my jewelry every day?

Yes. Moissanite ranks 9.25 on the Mohs hardness scale, making it extremely durable for daily wear. However, like all fine jewelry, we recommend removing it during heavy physical activity, sleeping, or showering.

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👥 ACCOUNT QUESTIONS

21. Do I need an account to order?

No, you can check out as a guest. However, creating an account allows you to:

• Track orders easily

• Save your details for faster checkout

• View your order history

22. I forgot my password. What should I do?

Click "Forgot Password" on the login page and follow the instructions to reset it.

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💍 CUSTOM & PERSONALIZED ORDERS

23. Do you offer custom jewelry?

Yes, we can accommodate custom orders. Please contact us at contact@macklo.com with your ideas, and we'll discuss possibilities, pricing, and timelines.

24. Can I get my ring engraved?

Currently, we do not offer engraving services, but you can take your ring to a local jeweler for engraving.

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🎁 GIFTING

25. Do you offer gift wrapping?

All our jewelry arrives in a beautiful gift box, ready for giving. For an extra special touch, you can add a gift message at checkout.

26. Can I send an order as a gift to someone else?

Yes. Simply enter the recipient's address at checkout. The price will not be included in the package unless you request it.

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📞 CONTACT US

Still have questions? We're here to help!

Email: contact@macklo.com
Phone: +44 7451 207643
Live Chat: Available on our website during business hours

MACKLO LONDON
LIMAK LTD
71-75 Shelton Street
London, Greater London
United Kingdom
WC2H 9JQ

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Thank you for choosing MACKLO LONDON!