FREQUENTLY ASKED QUESTIONS
GENERAL QUESTIONS
Payment Options
Orders can be placed using one of various approved payment methods, depending on geographical region. Your chosen payment method will be charged at the time the order is placed, including those products that may have longer lead times. This will ensure that your order is in production to be fulfilled and shipped as soon as completed. For bespoke pieces, a 50% deposit is required at the time of order and the remaining is due when the piece has been completed.
Domestic Orders: We accept Visa, American Express, Master Card, Discover, bank wire transfers. Website purchased on allow PayPal and Sezzle Installment Payments. Our bank wire information will be included at the bottom of your invoice for your convenience. Please note that your billing address and shipping address must match for us to proceed with processing your order.
International Orders: A bank wire transfer is required for international orders. Once your order is placed, you will receive an email with your invoice and appropriate wire instructions to complete your order. You will have 48 hours from the date of the order to fulfill payment. Our prices are shown in US Dollars and we will charge your account in US Dollars. Please contact your bank for the exchange rate as it may vary due to the date of initiated payment.
Discount Codes
Discount codes are to be applied at checkout and are valid for one-time use applied to one order. Certain discount codes may only be valid for a specific noted amount of time, and will expire thereafter. We cannot retroactively apply a discount code towards a prior purchase that was placed before the discount code was issued or became valid for use. If you placed an order while in possession of a valid discount code but forgot to enter the code at time of order, please contact us at orders@materialgoodny.com the same day the order was placed to ask about applying the discount code to that order. If you do not contact us the same day the order was placed, we cannot guarantee we can apply the discount code. Discount codes cannot be combined, and discount codes cannot be used towards the purchase of gift cards, timepieces, or engagement rings.
Production lead time for Fine Jewelry
In-stock items will ship within 1-3 business days after purchase. Made-to-order and out of stock items will ship within 4-6 weeks, unless otherwise specified. Lead times are determined by the designer. A tracking number will be provided to you via email when the order has been shipped. Should you require a made-to-order or out of stock item to be expedited, please contact orders@materialgoodny.com and we will prioritize your order to the fullest extent we are able.
Production Lead time for custom jewelry
Bespoke and made-to-order pieces created by the MG Atelier can take anywhere from 4-8 weeks after finalizing the agreed upon design with a member of our team. After receiving a 50% deposit and approving all design specifications, the piece will be put into production.
Web Order Cancellations
Material Good will extend a grace period of up to 48 hours after a web order has been placed to cancel an order. After the 48 hours following the placement of a web order, the order will no longer be valid for cancellation and will be processed as ordered. ALL BESPOKE OR MADE-TO-ORDER PIECES ARE FINAL SALE, NON-RETURNABLE.
Our team works quickly to get your order dispatched, and so we’re unable to guarantee any cancellation requests or changes to your order. Please reach out as soon as possible after placing the order and we will do our best to support you.
For bespoke and personalized pieces, once the order is placed, we are not able to cancel or update the order in any capacity.
JEWELRY CARE
General
Creating fine, handmade jewelry to the Material Good standard means using precious metals, the finest diamonds, and one of a kind gemstones, and our brand partners hold a similar level of standard. As such our fine jewelry should be cared for thoughtfully, which includes:
Remove your fine jewelry pieces before showering, applying lotions, fragrances, self tanner, hair dye, or any other cosmetic products that may contain oils and/or chemicals.
Remove your fine jewelry before working with chemicals or harsh solutions such as cleaning and laundry products.
Remove your fine jewelry before engaging in strenuous activities including but not limited to exercising, lifting heavy objects or bags, supporting your body during yoga, or any other activity that includes heavy handwork.
Remove your fine jewelry before swimming, whether it be in a saltwater ocean, freshwater lake, or chlorinated pool.
Remove your fine jewelry before bed, to avoid pieces tangling together or slipping off while you sleep. When storing your fine jewelry, separate the pieces so they do not rub against one another to prevent scratching on the metal or soft gemstones such as pearls. Necklaces should be clasped when stored to help prevent chain tangling.
How To clean your fine jewelry at home
Creating fine, handmade jewelry to the Material Good standard means using precious metals, the finest diamonds, and one of a kind gemstones. Our brand partners and contractors hold a similar level of standard, and to ensure the longevity of your pieces we advise the following general care instructions. Please check out our Jewelry Care page for further recommendations on how to sleep, travel and clean with your goods.
TIMEPIECE CARE/WARRANTY
Material Good Warranty on Pre-Owned Timepieces
Material Good thoroughly checks the mechanics and movements of all pre-owned timepieces before offering them for consideration. We also offer a 1-year warranty on pre-owned timepieces purchased through Material Good. This warranty covers certain mechanical issues that may become known only after the client wears it for an extended period of time. Each watch is covered on a case-by-case basis, at the sole discretion of Material Good.
Custom final sale
Our Adjustment Policy
Ring sizing: Material Good offers one free ring sizing per ring purchased from us. A ring requiring sizing more than once will incur a sizing fee of $50-$100 depending on the piece to cover our labor costs. Certain rings will not be eligible for sizing due to the nature of their construction. If this is the case, you will be made aware of this prior to completing your purchase.
Bracelet length adjustment: Material Good offers one free bracelet length adjustment per bracelet purchased from us. A bracelet requiring adjustment more than once will incur a sizing fee of $50-$100 depending on the piece to cover our labor costs. Certain bracelets will not be eligible for length adjustment due to the nature of their construction. If this is the case, you will be made aware of this prior to completing your purchase.
Necklace length adjustment: Material Good offers one free necklace length adjustment per necklace purchased from us. A necklace requiring sizing more than once will incur a sizing fee of $50-$150 to cover our labor costs. If a necklace with surrounding diamonds or gemstones needs to be made longer, our team will give you a quote for the additional carat weight needed for the requested length. Certain necklaces will not be eligible for adjustment due to the nature of their construction. If this is the case, you will be made aware of this prior to completing your purchase.
Our Repairs Policy
All repairs will incur a $50 shipping fee for an MG prepaid shipping label to return the item back to MG. Not all repairs are complimentary, for example if you lose a stone from a piece of fine jewelry you will be responsible for the cost to replace said stone. This is not a conclusive list of the cost of repairs, and each repair cost will be based on the extent of damage.
Material Good offers complimentary deep cleaning, polishing, and tightening of loose stones on all Material Good designs purchased directly through our boutique. Designer jewelry pieces may incur a refurbishing fee at the designers’ discretion. Please inquire for additional information.
Material Good offers a one (1) year (from date of purchase) complimentary replacement of pavé diamonds which might have come loose through normal wear and tear. Pavé detailing is fine and delicate work. The prongs required to hold such small stones need to be minimal, and through consistent wear these prongs can become worn down causing the stones to come loose. After one (1) year of enjoyment, we charge a flat fee of $100 in addition to the cost of the prepaid shipping label to replace any missing stones and this will include a complimentary cleaning and polishing of your piece while we have it for repair.
For larger stones that need to be replaced, the cost to replace or repair your item will be dictated at the sole discretion of Material Good upon examining the piece. The cost of repair will be determined based on the damage or loss of materials.
MG Atelier - Custom Production For Bespoke Bridal and Other Fine Jewelry Pieces
The Material Good Standard
At Material Good, we hold ourselves to the highest standard when creating each piece of fine jewelry, from engagement rings and wedding bands to custom birthday gifts, anniversary gifts, and other one-of-a-kind pieces to mark life’s important moments. As such, we place great importance on establishing close relationships with our clients, working in the most bespoke way to determine specific wants and needs on a project-by-project basis. In doing so, we are able to establish concrete expectations and zero in on the exact diamonds, gemstones, and designs, that will be within a comfortable budget range and result in the perfect piece.
Getting Started
We begin by obtaining the maximum budget for the project, as this is crucial for us to be able to discern what is realistic and achievable, and better manage expectations. We also begin by obtaining a timeframe for creating the piece, as this will give us a good idea of how to pace the process from start to finish and make sure we stay on track. After obtaining all other pertinent information, we will require a non-refundable deposit in order to begin devoting our full attention to the project, and physically pulling diamonds or gemstones, or otherwise working full time on your project.
Deposit
A non-refundable deposit is required in order for us to begin working on your bespoke piece, which will be put in the form of a Material Good gift card. The deposit amount will be determined by your specialist and agreed upon with you before further steps are taken.
What happens if you want to move forward after viewing the options we presented to you?
The deposit amount will be applied toward your total balance.
What happens if you do not want to move forward after viewing the options we presented to you?
Should you ultimately decide not to move forward for any reason, the deposited amount reflected on your Material Good gift card can be used in-store or online at www.materialgood.com towards any fine jewelry purchase. For more information regarding gift cards, and applicable purchases using gift cards, please see our Gift Card section on our FAQ page.
Appointments
Once your initial deposit has been received, we will begin gathering the appropriate diamonds or gemstones, and/or preparing any other pertinent materials for you to view and discuss.
If you are local to New York City, we will schedule an in-person appointment so that one of our specialists can meet with you face-to-face, and provide you with an in-depth education as to what you will be viewing or discussing. An education on diamonds, gemstones, and the construction of our pieces is truly important for us to convey to you. We need to know that you understand what you are looking at so you can therefore make well informed decisions.
If you are not local to New York City, one of our specialists will contact you via your preferred method of contact to arrange a phone or video appointment to discuss, or can continue our process over email if that is your preference.
After meeting or chatting with your specialist and looking at all options presented to you, you will then work together to determine how to proceed. This might mean anything from adjusting your search parameters to see something a bit different, or choosing the stone you love then and there, and giving the go ahead to create your piece!
Creating Your Piece
We require a 50% deposit once you have chosen the perfect diamond or gemstone, and/or agreed on a design, in order to move forward with production. This will allow us to remove the stone from the market and reserve it especially for you. Once the deposit has been received, our jewelers will begin work on your handcrafted piece.
Production Lead Time
Generally production time does not exceed ten business days (two weeks), but if your piece is quite labor intensive or it seems as though your piece will need a little extra time, the specialist you’re working with will make you aware.
Your Completed Piece
Once complete, the specialist you have been working with will check your piece to make sure it is absolutely perfect and lives up to the Material Good standard. The specialist will then contact you to make you aware. Once we receive the balance due on your account, we will be ready to ship your piece to you. YOUR PIECE MUST BE PAID FOR IN FULL BEFORE IT LEAVES OUR HANDS. Prior to shipping you will receive an insurance appraisal for your piece via email, and any gemstone certification or other applicable paperwork will be included in the package with your piece. You will receive a tracking number for your shipment once the package is ready to go. The package will require an adult signature in order to be delivered. For more information regarding our shipping process, and other shipping related inquiries, please see our Shipping + Logistics page.