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 2-3 days
  2. Rural Areas- Australia 5-7 days.
  3. New Zealand - 7-14 days
  4. Europe 7-18 days
  5. Rest of World 14- 28 days.
  6. Brazil 28-90 days.

Please take into consideration any public holidays and special periods which might delay mail delivery eg. Easter, Christmas etc)

We post orders below A$100 with regular Australia post. Items Above A$100 are posted with additional tracking. If you require additional tracking for your order below A$100 please contact us via our 'contact' link prior to purchasing and we will charge shipping costs 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. (We've haven't lost a package yet, and we have post world wide!).

Some slow processing and delayed customs hold ups are beyond our control and we ask that customers in certain countries be patient. (Brazil holds packages in customs for approximately 2 months before posting).