FAQ

To check on the status of your order, or to verify shipment, please call or email uswith your order number. If you are calling within the US, please call us at 1.877.632.6376. For all calls outside of the US, please call 917. 237. 9215. Once your order has shipped, you will receive a UPS tracking number to the email you provided during the checkout process.

Me&Ro jewelry may be purchased through our website 24/7 or by calling us Monday-Friday, 9:30am to 6pm EST. If you are calling within the US, please call us at 1.877.632.6376. For all calls outside of the US, please call 917. 237. 9215.

If you have forgotten your account password, please click the "Forgot your password?" link in the account page here. You will be prompted to enter your email address and will receive a link to reset your password. If you do not remember the email address used to create your account, please email or call us. If you are calling within the US, please call us at 1.877.632.6376. For all calls outside of the US, please call 917. 237. 9215.

The Me&Ro website features a comprehensive selection of Me&Ro jewelry. We are always adding new collections and one-of-a-kind pieces to our online merchandise. If you are interested in an item that is not available online, we would be happy to help you place a special order. You can place a special order by calling us Monday-Friday, 9:30am to 6pm EST. If you are calling within the US, please call us at 1.877.632.6376. For all calls outside of the US, please call 917. 237. 9215.

Me&Ro prices are subject to change without notice.

We accept all major credit cards (American Express, Visa, Mastercard and Discover), Apple Pay, Google Pay and PayPal as valid payment methods.

Me&Ro is required by law to charge state and local tax on orders that are shipped to the state of New York. All online and phone orders will include sales tax. Orders shipped internationally may be subject to import taxes, customs duties and fees levied by the country to which the order is being shipped. The recipient is always responsible for these charges.

Me&Ro Online Gift Cards can be purchased here. Simply visit our Gift Card page and select the amount from the drop down menu. Then complete the purchase through our shopping cart. Upon completion, you will receive an order confirmation and an email will be sent to you (i.e. the purchaser) with a link to the gift card redemption page where your the gift card code will be displayed. Please forward this email to the recipient if this is intended as a gift.

To redeem a Me&Ro Online Gift Card, just add items to your basket and place an order through our website. You will then enter the Gift Card code in the appropriate field of the checkout process and click "Apply." The card will be immediately deducted from your order total. At this time, you can only use one gift card per order. If the value of this Gift Certificate is more than your purchase amount, the remaining funds will be available for your next order. If an order exceeds the amount of the online gift certificate, the balance must be paid with your preferred method of payment.

If you are having trouble using your Online Gift Card to pay for an order, please be sure that you are entering the code exactly as it appears on the redemption page. You may also call us for additional assistance or to check the balance of your Online Gift Card. If you are calling within the US, please call us at 1.877.632.6376. For all calls outside of the US, please call 917. 237. 9215.

Me&Ro Online Gift Cards must be redeemed through the Me&Ro website or by calling 1.877.632.6376 to place your order. Lost or stolen online gift certificates cannot be replaced.

Please email us with your gift card number or call us at 1.877.632.6376 to check the balance of your Me&Ro Gift Card. For all calls outside of the US, please call 917. 237. 9215.

If nothing happens after clicking "complete order," please ensure there are no error messages with payment or billing address information. Please do not click "complete order" more than once. If you are unsure that your order has been correctly processed, doing so may put multiple pending charges on your account.

Please email us as soon as possible so that we may assist you in completing your order. If you are calling within the US, please call us at 1.877.632.6376. For all calls outside of the US, please call 917. 237. 9215.

If you wish to modify or cancel an order that has not yet shipped, please email us or call us. If you are calling within the US, please call us at 1.877.632.6376. For all calls outside of the US, please call 917. 237. 9215.

In order to ship your order, you may be required to provide additional verification. This verification is necessary to protect our customers. You will be contacted by a customer service representative if your order requires authorization and your order will not be able to ship until we receive additional authorization. 

Our 18K Fine jewelry is shipped in a red custom made 100% silk protective pouch. Our Silver and 10K jewelry is shipped in a red custom made poly-satin protective pouch.  All jewelry is shipped with a jewelry care instruction card. If you would like your order gift wrapped, you can request this complimentary service during checkout. It will be wrapped in a custom made yellow Me&Ro gift box with a Me&Ro yellow and red ribbon.  You may also request a personalized gift message, which will be handwritten on our yellow gift card and sent in a small red envelope.  To view our pouch and gift box click here: Pouch & Gift Wrap

If you would like your order gift wrapped, you can request this complimentary service during checkout. It will be wrapped in a custom made yellow Me&Ro gift box with a Me&Ro yellow and red ribbon.  You may also request a personalized gift message, which will be handwritten on our yellow gift card and sent in a small red envelope.  To view our gift box click here : Gift Wrap.

Designer Robin Renzi creates many custom designed pieces. If you would like to have a custom piece designed, please email us at customjewelry@meandrojewelry.com.  Custom work takes 8-12 weeks.

We do not sell our chains separately, but we are happy to repair or replace the chain on your existing Me&Ro jewelry. Please fill out our online repair form.

If you would like to record your item, please e-mail us at esales@meandrojewelry.com a picture of the jewelry you would like to record, with the cord color, your name and mailing address. We will mail you cord and cording instructions for a $25 fee. If you would like Me&Ro to re-cord the item for you, please fill out our online repair form.

All in-stock orders will ship within 1-3 business days. If you choose expedited shipping, please allow for an additional 1-2 business days processing into your shipment time. Please note that Me&Ro does not ship orders on Saturday, Sunday or most major holidays. Please see our estimated delivery chart below.

Please email or call us with any questions. If calling within the US, please call us at 1.877.632.6376. For all calls outside of the US, please call 917. 237. 9215.

Holiday Shipping Deadlines:

• Select Ground and order by Friday 12/13, 4pm EST to receive by 12/23.

• Select 3 Day and order by Wednesday 12/18, 4pm EST to receive by 12/23.

• Select 2 Day and order by Thursday 12/19, 4pm EST to receive by 12/23.

• Select Standard Overnight and order by Friday 12/20, 4pm EST to receive by 12/23.

Only applies to in-stock items.

Estimated Ship Time

UPS Ground - 1-5 business days after ship date

UPS Next Day Air - Next business day after ship date

UPS 2nd Day Air - 2 business days after ship date

UPS 3 Day Select - 3 business days after ship date

UPS Worldwide - 5-7 business days after ship date

Only applies to in-stock items.

Our shipping costs can be found below:

UPS Ground: Complimentary on orders over $350. $20 for orders under $350 (1-5 business days)
UPS 3 Day Select: $30.00 (3 business days)
UPS 2nd Day Air: $40.00 (2 business days)
UPS Next Day Air: $60.00 (next business day afternoon)

Alaska/Hawaii/Puerto Rico/Virgin Islands

UPS 2nd Day Air: $50.00 (2 business days)
UPS Next Day Air: $75.00 (next business day afternoon)

Canada
UPS Worldwide Saver:$80.00 (5-7 business days)

All other International Countries
UPS Worldwide Saver: $100.00 (5-7 business days)

* International shipping charges include the brokerage fee. Upon delivery, you will be responsible for any applicable import taxes, duties and fees levied by the country to which you have your order shipped.  

A direct signature is required upon delivery for all orders with a value of $1000 and greater. If you will not be available to sign for the package at the scheduled time of delivery, please call us to discuss delivery options with a customer service representative. If you are calling within the US, please call us at 1.877.632.6376. For all calls outside of the US, please call 917. 237. 9215.

Orders placed through our site can be shipped to most locations worldwide. For questions or concerns regarding shipping to your location, please email or call us at 917. 237. 9215.

At this time, we are not able to take orders shipping to PO Boxes.

Yes, we ship to APO/FPO addresses.

If you have not yet received your order, please use the tracking number you received via e-mail to track your order. If you have not received a tracking number, please email or call us and we can track your package for you. If you are calling within the US, please call us at 1.877.632.6376. For all calls outside of the US, please call 917. 237. 9215.

If the tracking system reports that your order was delivered but you have not received it, please contact us immediately so we can file a claim through our shipping department. Please do not file a claim with your credit card company until we have completed our shipping investigation.

Return & Exchange Policy:

You may return an item for a refund or an exchange within 10 days of shipment. Returned merchandise must be in original, unworn condition.   Please visit the Return/Exchange Request Form in the footer of our website to obtain a Return Authorization Number.  No refunds will be granted without a return authorization number.  Merchandise must be received within 7 days of the return authorization date.  Once received please allow up to 2-3 weeks for processing.

Holiday Return & Exchange Policy:

Purchases made from Dec 3rd through December 24th will be eligible for a holiday exchange only. There will be no refunds or returns accepted unless the item is returned within 10 days of the purchase. Exchanges will be accepted until January 4th for an item of equal or greater value or online store credit.

Sale pieces are final sale and cannot be returned or exchanged.

Special Orders and Custom pieces are final sale and cannot be returned or exchanged.

Charity pieces are final sale and cannot be returned or exchanged for another item. They may only be exchanged for a different length.

To return an item, please visit this page and type in the email address and order number associated with the order and follow the prompts to complete your return or exchange. Please allow for 2-3 business days for us to review your return request. If approved, you will receive an email with your return authorization (RA) number and further instructions.

If you received a Me&Ro gift and would like to make an exchange, please e-mail or call us and we can assist you. In order to process the exchange, we will need either the order number or the original purchaser's full name to verify that the order was made online. If the original purchaser cannot be verified, we will not be able to process this exchange request.

For your protection, please package the item securely in a hard box with the original receipt and mail it to us via any insured delivery service signature required. Your Return Authorization number must be on the outside of the box, otherwise it will not be accepted. All merchandise must be received within 7 days of the Return Authorization issue date by Me&Ro. Returned merchandise must be in original condition. Please allow 10 days for your refund or exchange (less any shipping costs) to post to your account. 

If you received an incorrect or damaged item, please e-mail or call us immediately. In the rare event that this happens, we sincerely apologize! We will issue you a return shipping label to have your item sent back to us, free of charge. Once we have received the original item, we will send you a replacement. If you are calling within the US, please call us at 1.877.632.6376. For all calls outside of the US, please call 917. 237. 9215.

If you need to cancel your order or an item on your order, please e-mail esales@meandrojewelry.com your order number and the item(s) you would like canceled. Once your cancellation request is received, please allow 7 business days for the refund to post to your account.  If the item has already shipped, it cannot be cancelled or recalled.  You will need to follow our return procedure.

Me&Ro guarantees the quality of our jewelry for a period of one (1) year from the purchase date. This is limited to normal wear and usage. Me&Ro reserves the right to determine normal wear and usage. Beyond the warranty date we would be happy repair your Me&Ro jewelry for a charge.

All Me&Ro items are shipped in a protective pouch along with a jewelry care instruction card. To keep your jewelry in pristine condition, please store your jewelry in these pouches.

Most jewelry can be cleaned using a soft toothbrush and warm soapy water. Me&Ro jewelry has a matte finish. Do not use a polishing cloth it will ruin the matte finish. You can use any cream or liquid polish, such as Wright's Silver Cream, to brighten and clean silver, or Wright's Jewelry Cleaner for 10K gold, 18K gold and platinum - which can be purchased at most hardware stores. Bon Ami, a common detergent for pots and pans, or a white 3mm Scotchbrite pad can also be used to brighten up any jewelry and restore the matte finish.

Store jewelry separately to avoid scratching and keep away from heat or direct sunlight. Apply makeup, hairspray and perfume before putting on jewelry. Remove jewelry before doing strenuous activities or using household chemicals. Do not wear jewelry in a swimming pool or hot tub. Chlorine and extreme heat can damage gemstones and metals.

Tarnishing is a natural process caused by moisture and chemicals from the air and the natural oils in your skin. Me&Ro jewelry may tarnish quicker than other silver jewelry due to the matte finish we apply to all of our jewelry - this creates a more open and porous surface which is more susceptible to contaminants. In this case, it is not an indication of a low-grade silver as all Me&Ro silver jewelry is made with sterling silver, which is 92.5% fine silver alloyed with copper.

You can use any cream or liquid gold polish, including Wright's Silver Cream, to brighten and clean silver, or Wright's Jewelry Cleaner for 10K gold, 18K gold and platinum jewelry. Wright's Silver Cream can be purchased at most hardware stores.

Bon Ami, a common detergent for pots and pans, restores the matte finish and brightens up any jewelry. Mix a small amount in your hand with lukewarm water and, with a soft toothbrush, lightly clean the jewelry and rinse.

Please email us at websales@meandrojewelry.com and we will update you within 1-3 business days with the status of your repair.

If you would like to record your item, please e-mail us at esales@meandrojewelry.com a picture of the jewelry you would like to record, with the cord color, your name and mailing address. We will mail you cord and cording instructions for a $25 fee. If you would like Me&Ro to re-cord the item for you, please fill out our online repair form.

We believe it is our duty not to use conflict diamonds, and we are strongly committed to that goal. We operate in compliance with resolutions set forth by the United Nations as well as the Kimberley Process certification scheme. We believe this is the most effective way of keeping conflict diamonds out of legitimate channels of commerce.

To the best of our knowledge, the diamonds used in our jewelry are conflict-free; we use only reputable suppliers when purchasing and processing diamonds. All diamonds that pass through our hands are accompanied by invoices stamped with the affirmative statement of a System of Warranties. We keep these records for a minimum of 5 years, and have an internal audit system in check.

For more information on conflict diamonds, please visit the United Nations and World Diamond Council Web sites at www.un.org and www.worlddiamondcouncil.com.

Yes! Me&Ro is aware of the destructive impact mining can have on the environment. 100% of our Platinum, 18K, 10K, and Silver castings come from recycled metals. 100% of our findings and wire come from recycled metals and whenever possible we purchase recycled chain.

We at Me&Ro believe fully in our social responsibility to the world around us. We must respect Mother Nature and pledge to do everything in our power to ensure her safety for our survival and the survival of every living dependent on our planet. Please visit www.stopglobalwarming.org for more information and to join us in taking a stand. Love Mother Nature as your own. Unite and stand strong for the betterment of our planet.

On all our 10K earrings we use 14K earwire and/or posts, because people are less likely to have allergic reactions to higher karat metal.

All Me&Ro sterling silver, 10k gold, and 18k gold item are nickel-free. However, our 18K white gold items do contain nickel.

No, our pendants are designed to not come on and off the chain. This is a safety measure put in place to protect the jewelry from becoming lost or damaged.

Me&Ro jewelry is 100% handcrafted and produced in New York City. 

Whenever possible we mark our jewelry with (c) Me&Ro and the metal quality. Most of our jewelry has these marking, with the exception of some of our smaller pieces where space does not permit.

We are able to authenticate only Me&Ro jewelry that has been sold through one of our retail locations, our web site or one of our authorized retailers. We cannot authenticate anything that has been sold on eBay or through a similar site.

Offer valid at meandrojewelry.com only. Excludes charity items, slow design pieces and gift cards. Applies to in stock items only. This offer cannot be combined with any other offer. Not valid on prior purchases.