Frequently Asked Questions
- How can I check the status of an online order?
You can track the status of your order 24 hours after it is placed. Please use our online order tracking tool. You can also call our Customer Service department at 888.965.6275 or email firstname.lastname@example.org.
- How can I change or cancel my order?
To make a change or cancel your order, please contact Customer Service at 888.965.6275. Once your order has been placed, it cannot be cancelled for UPS deliveries because your order has been processed for a timely delivery. We cannot accept returns on monogrammed, personalized, final-sale or special-order items, or on items damaged through normal wear and tear.
- What is a Wishlist?
Keep track of what you're working on. Here you can save your personalized items for later purchase or create a Wish List to share with friends and family.
Does Mark and Graham offer coupons, coupon codes, promotions or other deals?
- What is Mark and Graham's return policy?
We at Mark and Graham are proud of the quality of our personalized gifts. Once we monogram or personalize an item for you, we cannot accept returns. We do not accept return on final sale items (identified by a price ending in .99). If, within 30 days, you find one of the gifts has been damaged or have a quality issue, please call the following number to determine your return eligibility: 888.965.6275.
- How can I return merchandise?
We'll just need you to fill out a form or two. click here for help with the process.
- What shipping options do you offer?
Most items will arrive within six to eight business days of our receipt of your order. We also offer rush delivery, arrival in two to three business days. For more info visit our Shipping and Processing page.
- Can you ship orders to a P.O. box?
Most of our smaller items, up to approximately 48" in length and 50 lbs. in weight, can be shipped to P.O. boxes and APO/FPO boxes.
If you have questions about whether or not we can ship to your P.O. box, feel free to get in touch with us directly. Call 888.965.6275 or email email@example.com.
- Can I send a gift message on each package?
Unfortunately, we can only offer one customized gift message per shipping address. But, we will include a blank gift card with every package so that you can write your own message.
Gifts And Gift Cards
- How do I check my balance or redeem a Gift Card, eGift Card or merchandise credit online?
To redeem, enter the 16-digit Gift Card number and the 8-digit PIN (both numbers can be found on the back of the card) at checkout, and the Gift Card value will be deducted automatically from your total.
To check the balance of your Gift Card or merchandise credit card, click here. Type in the 16-digit card number and the 8-digit PIN (both numbers can be found on the back of the card), then click "Check Balance."
To check your eGift Card balance click here.
- What if I lose my Gift Card, eGift Card or merchandise credit?
Please think of Mark and Graham Gift Cards, eGift Cards and merchandise credit cards like cash.
Also, please protect the cards from magnets and other potentially damaging items, as you would a bank credit card (if the magnetic strip is damaged, the value could be lost).
If your eGift Card was lost or stolen, contact CashStar immediately at 866.853.9918.
- How do eGift Cards work?
Mark and Graham eGift Cards can be purchased through markandgraham.com by clicking on the eGift Card option. Click here for more information.
On the delivery date you choose, we send a message to the recipient letting them know about your gift with a link to retrieve it online.
You'll get an email confirming delivery and a message notifying you that the eGift Card has been viewed.
To cancel your purchase, contact CashStar Customer Support at 866.853.9918. If the delivery date for your eCard is today or in the past, your purchase cannot be cancelled.
- Can I purchase or redeem international Gift Cards in stores and online?
In stores, yes. We offer Gift Cards in all Williams-Sonoma, Inc. stores, including international locations. Please note that Gift Cards can only be honored in the country in which they were purchased.
Online, no. Unfortunately, our website does not currently support the sale of Gift Cards to international customers or the redemption of Gift Cards for orders shipped internationally.
- How do I sign up for your email list?
Easy! Visit markandgraham.com/emailsignup.
- How do I manage my email preferences?
Go to markandgraham.com/emailpreferences, and tell us what you want and don't want.
- How do sign up for catalogs?
Sign up for our quarterly catalog here: markandgraham.com/catalogsignup.
- How do I manage catalog preferences?
- How can I find Mark and Graham on the internet?
Mark and Graham is all over the interwebs — our community extends from our blog to Facebook to Twitter and beyond. Join us!
- Can I monogram each item differently in a set?
Sometimes. Call Customer Service at 888.965.6275 to get details.
- What is the correct way to list initials for a monogram?
When selecting a style for your monogram, the order of initials varies according to the style. When the center letter is taller than the others, the order of initials is traditionally first/last/middle. For example, say your name is Laura Marie Clark, the monogram would be LCM. For styles in which all letters are equal in size, the order of initials should be first/middle/last. In this case, the monogram would be LMC. See our monogram guide for details.
- Can I personalize or monogram any item?
Most of our product can be personalized, but some are just great gifts on their own — look for the look for the "add a monogram" checkbox to see if an item can be personalized.
- What if I don't like how the monogram turned out on the product and want to return it?
Unfortunately, we do not offer returns on personalized products. We do provide a dynamic preview on each personalized item, so you can see what it will look like before you commit to the purchase.
- Can I get multiple embroidery colors on the same item?
At this time, we don't offer multiple colors of embroidery on a single item.
- Do I have to get it personalized?
Nope. Most items are available without personalization. Just click the button that says "No, I do not want to monogram this item" when adding to your cart. Also check out our Grab and Go section under Gifts — these are great gifts that don't come with personalization. Click here to see the assortment.