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Frequently Asked Questions

Everything you need to know before ordering.

How long does delivery take?

After dispatch, economy delivery takes approximately 4–9 business days to the EU/UK and 4–12 to the US. Express options and rates appear at checkout; see the shipping policy for details.

Will I pay customs or import fees?

Our current shipping policy states that shipments are delivered duty paid. Please review the policy and the checkout details for your destination.

How do I choose the right size?

Necklaces: A 40 cm length usually sits near the collarbone, while 60 cm falls lower on the chest. Compare with a necklace you already like.
Bracelets: Measure your wrist snugly with a tape or string, then add 1–1.5 cm for a comfortable fit.
Rings: Measure the inside diameter of a ring that fits well and compare it with a standard ring-size chart.

What materials are your pieces made from?

Materials, plating, stones and other details are listed on each product page. Natural stones, shells and pearls may vary slightly in colour, pattern or shape—these natural differences make every piece distinctive.

How should I care for my jewellery?

Care varies by material. Follow the instructions on this item’s page, and avoid prolonged water exposure for leather and natural stones.

Can I return or exchange my order?

See our refund policy for return conditions and exceptions, including personalized and sale items. Contact us if an item arrives damaged or incorrect.

Will my order arrive gift ready?

Every MAISON KETENCI piece arrives carefully packaged and ready to give. Where available, you can also add a personal gift note before adding the item to your bag.

How can I track my order?

As soon as your order is dispatched, a tracking link is sent to your email. Use it to follow your parcel from shipment to delivery.

Still have a question? Contact Us

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