Frequently Asked Questions
Where is the store?
You have arrived! Marleylilly is an online store based out of South Carolina. We currently do not have a physical retail location and we operate exclusively online.
I want to place a bulk order, do you offer discounts?
Of course! Everyone has a different definition of a bulk order, so please Contact us with the quantity you are looking for, item name and other information that would be needed so we can get you a quote!
What payment methods do you accept?
We accept all major credit cards, Paypal and Klarna.
Can I mail you something I own to monogram?
We are unable to accept outside items to personalize.
Can I make a change to my order?
If you find an error on your order confirmation, please Contact us immediately! Please note once your order has been placed, we are sometimes limited on the changes we can make.
Do you offer free stickers?
Sorry! We are unable to offer free stickers at this time! We do have sticker sets which are available for purchase here. We do not accept self addressed envelopes and are unable to send out stickers free of charge.
Do you work with Influencers?
Thanks for your interest in working with Marleylilly! For all collaboration inquiries, please fill in your personal contact information here. Our public relations department will review and get in touch with all qualified applicants. Thanks!
How can I maintain and clean my jewelry?
To keep your jewelry dust and dirt free, and to prevent unwanted oxidation or tarnishing, store your pieces in a jewelry box with the lid closed, or in a ziploc bag. Wrapping your jewelry in a soft cloth will also keep it clean and prevent it from oxidizing. Wrapping your pieces individually will prevent scratching. Oxidation is a natural process that turns metal darker in color. High humidity and individual chemistry are factors in this process. Always apply hairspray, perfume and cosmetics before putting jewelry on. Mild cleaners and polishing cloths can be used to brighten and restore jewelry.
Can I purchase an item without a monogram?
Most products offer the ability to purchase without a monogram. A checkbox is available on the personalize step to purchase without personalization.
Can I ship an order to California?
Marleylilly is committed to providing quality products to all of its customers. Some products sold by Marleylilly contain chemicals, identified by the state of California as a cause of cancer, birth defects or other reproductive harm. Proposition 65 is a California law that has been in effect since 1986 to promote clean drinking water and to require businesses to provide a clear and reasonable warning before exposing individuals to consumer products containing chemicals known to the state to cause cancer, birth defects, or other reproductive harm. Proposition 65's formal title is "the Safe Drinking Water and Toxic Enforcement Act of 1986." It is administered by Cal/EPA's Office of Environmental Health Hazard Assessment (OEHHA). The law requires that no person in the course of doing business knowingly and intentionally expose an individual to a chemical known to the state of California to cause cancer or reproductive toxicity without first giving a clear and reasonable warning. An official list of these substances is published and periodically updated by OEHHA. The list can be accessed here. A warning pursuant to Proposition 65 will be displayed prior to checkout for products shipping to California.
What is your return policy?
Customized products from Marleylilly are final sale due to the personalized nature of monogrammed gifts. If you receive your order and are unhappy for any reason, please Contact Us so we can help you! If you purchase something that is not personalized, you can Start Your Return now! You can read our full Return Policy here.
I received my order and something is wrong.
We want to help! Please Contact Us and include a photo in your email!
What is the warranty on your products?
Each product is a little different, some of the products we sell have shorter warranties than others. Most fashion jewelry has a warranty of 90 days, but Sterling Silver jewelry is going to look beautiful for years if properly polished and maintained. If you have a question about a product warranty, just ask! We want to stand behind our products and make our customers happy, so Contact Us if you have a concern!
Do you offer free shipping?
Yes! When you purchase one of these items, shipping is free (excludes Alaska and Hawaii). No coupon code is required!
Do you offer international shipping?
Yes! All available locations will be shown at checkout!
Can I pick up my order locally instead of paying shipping?
At this time, we are unable to offer local pickup. We apologize for the inconvenience, please know that if we were able to offer this option we would!
Will I receive a tracking number for my shipment?
Yes! Once you've received the email with your tracking number, please allow 12-24 business hours for the postal service to process the package as it must be scanned at the location of departure before you are able to follow the shipment.
I paid for 2nd Day Air, why did it take 7 days to arrive?
Please remember that the shipping method you choose is the time it takes for your completed order to be mailed from our facility in South Carolina to your address. The shipping method does not affect the production Turn Around Time.
What happens if my package is returned?
We will contact you via email as soon as your package is returned to our warehouse. If the package was returned due to an inaccurate or incomplete address, we will ask that you pay an additional standard shipping charge for the second shipment.
How long does it take to get an order?
The current turn around times are posted here: Turn Around Time
What is processing time?
Processing time refers to the amount of time it takes for our staff to make the items to be personalized and does not include the transit time it takes to reach you once the completed order has left our facility.
Do I need to add the rush fee?
If you are asking this question, the answer is most likely yes! We suggest adding the rush if your order is time sensitive. This fee moves your order to the top of our production schedule and reduces processing time. Check the Turn Around Time page on our website for standard processing times. If you still have questions, please Contact Us with the item(s) you are interested in, your shipping address and your deadline!
What is the Marleylilly Rewards program?
Marleylilly Rewards is our loyalty program designed to give you exclusive offerings, discounts, and additional perks for being a loyal member of our Marleylilly community! Once you become a loyalty member, you will be able to earn points on your purchases and redeem them for discounts. Plus, there are additional ways to earn points on other activities, such as writing reviews and following us on social media.
How do the tiers work? Will I know if I’m a VIP or Premier?
The higher your tier, the more benefits you’ll unlock! Marleylilly Rewards members have three different tiers - Member, VIP, and Premiere. When you sign up, you’ll automatically start as a part of the Member tier. You’ll be able to level up to the next tier when you spend and earn a certain point threshold: Member ($0), VIP ($200), Premier ($500). With each tier, you’ll also unlock new benefits and redemption opportunities, plus exclusive discounts and opportunities! Your tier status term is based on a rolling year (12-month period once you reach tier status).
* When you are signed into your rewards account, your current tier and perks will be highlighted with a box around it.
How do I earn points? Do they expire?
You can earn points by doing the following: *
- Earn 50 points when you create your account upon joining our Rewards program.
- Earn points every time you make a purchase! Members earn 1 point for every $1 spent, VIPs earn 1.25 points for every $1 spent and Premiers earn 1.5 points for every $1 spent.
- Points awarded when your order ships.
- Earn up to 20 points by following our social media accounts.
- Earn up to 40 points when you leave product reviews and upload photos with your reviews.
- Your points expire on a rolling year (a 12-month period once earned).
- Please note points are only earned on your order's subtotal. Taxes and shipping fees are not included.
- $15 minimum subtotal per purchase required to qualify for toward fourth purchase bonus.
- Phone orders are not eligible for earning points.
* See Terms & Conditions for additional details on offerings and ways to earn mentioned above.
Can I get points for my previous orders?
No, sorry! The rewards program started in October 2022 and points for previous orders cannot be rewarded.
How do I Apply my Marleylilly Rewards points to a new order?
If you're placing a one-time order, you'll be able to redeem your rewards points once you reach 100 points directly during checkout! Just make sure you're logged into your customer account first to see and use your points at checkout.
Psst: If you’ve shopped with us before, your details may auto-populate, even if you aren’t logged in. If you don’t see your points, you're likely not logged in and can do so here.
* Please note: only one discount is allowed per order. You will not be able to apply another discount or coupon code in addition to your rewards points redemptions.
Can I return my order if I redeemed rewards points for a discount?
Yes. If you are returning the entire order, we will refund you the total dollar amount spent after the discount was applied. The points you used to redeem the discount will also be added back to your rewards account. Please note our Return Policy still applies.
I've earned points/VIP tier with my last purchase, but now I want to return it. What will happen to my reward/VIP tier?
If you use your rewards towards a purchase and later decide to return that item, your rewards will be credited back to your rewards account. For example, if you use a $10 coupon towards a $100 purchase that you decide to return, the $90 balance will be refunded on your credit card and the $10 reward credit (200 pts) will be deposited back into your rewards account.
Your VIP status will be updated based on your total spend.
Why didn’t I earn points on my purchase?
Double-check that you were signed into your customer account and didn’t accidentally check out as a guest. You must be logged in when making purchases to earn points. If you have done this in error, contact us to help troubleshoot. You also won’t receive points if you return your purchase or your purchase is canceled for any reason. Please note that any points you earn on a purchase you later return will be deducted from your point balance.
How do I get my birthday reward?
Add your birthday under ways to earn points on the rewards page. Then no further action needed! On your birthday, you’ll automatically get points added to your account (number will vary based on membership tier.)
I signed up for the Birthday Points Bonus but I didn’t receive it?
Happy Birthday! We’re so glad that you have chosen to celebrate with us through our rewards program. In order for you to receive your birthday bonus on your birthday, you must register your birthday at least 30 days prior to your birthday.
If your birthday falls between the day that you registered and the 30 day waiting period afterward, you will receive your birthday points bonus 30 days after your registration. This delay is only applicable for the first year that you signed up.
All successive birthday bonuses will be emailed to you on your birthday. If you register your birthday through your rewards account any time after it has passed in the current calendar year, rewards will not be added to your account until the day of your birthday in the following year.
Remember, the birthday reward is determined by the Rewards member tier that you are part of on the date of your birthday. If it has been more than 30 days since you registered for your birthday reward and you still have not received the additional points in your account, please contact us and we will be happy to assist you.