FAQ – ShopMachete
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FAQ

Orders & Shipping

Order Confirmation

If you placed an order and did not receive an order confirmation, it may have ended up in your spam folder. If you did not receive a confirmation, please contact us at MHQ@shopmachete.com.

Order Fulfillment

All orders ship from our studio within 3 business days, Monday - Friday. Orders are subject to delays during peak shipping times, holidays & sample sales. 

Machete observes select U.S. Federal Holidays and packages do not ship from our Design Studio on the below dates:

  • New Year's Eve, New Year's Day
  • Independence Day (July 4th)
  • Veteran's Day
  • Thanksgiving
  • Christmas Eve, Christmas

Track My Package

Need to track your order? Log in to your account by clicking here .

Lost Orders

If you believe your order has been lost in transit, please email us at mhq@shopmachete.com We will arrange a replacement if we believe the package is not recoverable. We do not offer refunds due to lost packages.

Package says delivered but not received

Looking for your package?  Sometimes USPS prematurely marks packages as "delivered" before they have completed transit.  Usually packages appear within 1-2 days later.  If it still has not arrived, please check that your package was not accidentally delivered to a neighbor, placed at the back door, or with a doorman.

If you still have not received your package within 3 days, please email us at mhq@shopmachete.com for assistance.

Damaged / Defective Item

Please go to our Returns page and file a damaged/defective claim and we will get a replacement right out to you!

Return Policy

Domestic Returns

We provide prepaid return labels for unworn items in original packaging within 30 days of purchase. All approved returns will be credited to the original method of payment within 2 business days. A processing fee of $5 will be deducted from all returns. Shipping Fees are non-refundable. To make a return click here.

International Returns

We accept international returns within 30 days of purchase. International buyers are responsible for return shipping fees. Shipping fees are nonrefundable. Click here to receive your return instructions.

Sample Sale / Final Sale

Sample sale items are final sale and may not be returned or exchanged.

Sustainability

Jewelry Materials

Italian Acetate- Our "Tortoise" earrings are handmade from Italian Acetate, made and imported from Italy. Our Italian Acetate is high quality and non-petroleum based. Cellulose acetate is a natural and renewable material, providing an eco-friendly alternative to petroleum based material. The name "Tortoise" in our earrings is only to describe the material pattern. We do not use actual tortoise shells or other animal parts to produce our jewelry.

Shipping Materials

We are evolving our shipping materials to be as eco-friendly as possible. While we have not perfected it, we have new packaging in the works and are striving to create all biodegradable shipping materials.

All jewelry is shipped in Machete zip bags made from EVA film to protect your jewelry from being damaged or scratched during order fulfillment and shipping.  EVA film is a biodegradable green material that does not harm the environment. 

 

Jewelry Recycling

Program Recycle Program: We offer $5 store credit for Machete jewelry recycled through us! To recycle, please provide your purchase location or web order number and post them to:
MACHETE
Attn: Recycle Program
1059 Triad Ct STE 5
Marietta, GA 30062

Earring Replacements

Ordering a Replacement To order single earring replacements, click here.

Gift Information

Gift Cards Gift

Cards are available for instant delivery to your inbox. Please click here to order. Gift Cards are non-refundable.

Contact

General Inquires:

Email: MHQ@shopmachete.com
Mon - Fri 9am to 4pm EST
Chat Support: Mon - Fri 9 am to 4 pm EST

Wholesale Account Manager:

Emily Dooley
Email: Emily@shopmachete.com

Press Inquires:

Jennifer Matchett
Email: Hello@shopmachete.com

NYC Showroom:

Jessica Goldfond
Email: theshinysquirrel@gmail.com

Career Inquiries:

Email: Careers@shopmachete.com