My granddaughter lost the backing of one of her Mejuri earrings as it slipped off and went down the shower drain pipe. I had to write to the customer service to request a replacement for the 14k backing. The customer service rep said that they'll conduct a thorough review and get back to me with a decision in 1 to 3 days. But 10 days later there was no response. However, a different rep helped me and resolved the issue the same day. Within 2 days we had the backing delivered. So some inefficiencies in the system are there but the story has a happy ending.
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Handcrafted fine jewelry for the everyday. New editions each week. Free Shipping and returns + $100