Refund policy

Every McAllister & Co. piece is made to order for you by our production partner, so we can't take returns. We do want you to love your gift, though, and if something goes wrong we'll make it right.

Change of mind

Because each item is made just for you (and many are personalized), we can't accept returns or exchanges if you change your mind or order the wrong size, style or design. Please check your order details carefully before you check out.

Damaged, defective or wrong items

If your order arrives damaged or faulty, or you receive the wrong item or design, we'll send you a free replacement. If we can't replace it (for example, because the item is no longer available), we'll refund you instead.

- Let us know within 30 days of delivery (55 days for orders delivered outside the US).

- Send your order number and clear photos of the item and the packaging. If you received the wrong item or design, a short video of the item and the package it came in helps us sort it out fastest.

- If only part of the order is affected (for example, the chain, box or message card), we'll replace that part.

- Please don't send anything back unless we ask you to.

Lost or late packages

If your tracking hasn't updated for a while, or your package hasn't arrived, email us with your order number. We'll look into it with the carrier. If a package is confirmed lost, or hasn't moved for 30 days after it shipped, we'll send a replacement. Please contact us within 30 days of the ship date. Orders going abroad can sit in customs for a while, so we may ask you to wait a little longer.

Cancellations

We send orders to production very quickly, often within a few hours, and many are made within 24 hours. If you need to cancel or change something, email us as soon as possible. We can cancel and refund your order in full if production hasn't started yet. Once your item is being made, we can't cancel it.

Refunds

Approved refunds go back to your original payment method. Your bank or card company may take a few business days to post the refund.

Customs and taxes

International customs fees or taxes are paid by the recipient and can't be refunded.

Email support@shopmcallister.com with your order number and we'll get back to you as soon as we can.