Recall Hotline: 866-915-5058

 

Frequently Asked Questions


1. What is the issue?

Some glass and metal components of M&M'S® branded jewelry were found to contain high levels of lead content. In cooperation with the appropriate local authorities, Mars Retail Group is taking the following actions:

  • We have removed all affected items from store shelves in all of our M&M'S World locations globally and are offering a full refund to consumers who return the affected products.
  • In the U.S., we are initiating a voluntary recall of the affected products in cooperation with the Consumer Product Safety Commission (CPSC). More information on the recall can be found here
  • In the UK and China, in cooperation with relevant authorities, we are notifying consumers of the issue through in-store notices and advisories.

2. Why isn't Mars recalling the products in the UK and China?

In cooperation with the relevant local authorities, Mars is working to ensure we're taking appropriate action to ensure consumers are aware of the issue and have the opportunity to return these items for a full refund. In the UK and China, we are working with relevant authorities to notify consumers of the issue through in-store notices and advisories.


3. Is there a health and safety risk with the jewelry?

Some of the recalled jewelry was found to contain high levels of lead. If ingested, lead constitutes a known hazard for children. We have removed the affected products from store shelves globally as a precaution and are working with the relevant local authorities to ensure consumers are aware of the issue and have the opportunity to return these items for a full refund.


4. Have there been reports of any incidents or injury related to the products?

No injuries or incidents related to these products have been reported to date.


5. How long has Mars known about the issue?

When we were notified of the potential issue, we immediately arranged for a third-party laboratory to conduct lead testing on all jewelry supplied to us by Cool Jewels® by Phillips International. As a result of that testing, and upon confirmation of the issue, we immediately removed all affected items from store shelves globally and stopped our distribution network. We are working closely with the appropriate local authorities to ensure consumers are aware of the issue and have the opportunity to return these items for a full refund.


6. Is it possible that other products may also contain lead levels that fail to meet regulatory standards?

No other products are affected. The jewelry range, which is supplied by Cool Jewels® by Phillips International, is limited to bracelets, necklaces, and earrings with the M&M'S® logo or the M&M'S® Characters. The items were sold exclusively at M&M'S® World stores in New York, Orlando, Las Vegas, Henderson, Shanghai and London.


7. Is the issue that caused this now resolved?

Product safety and quality are of paramount importance to Mars, and we are committed to the highest standards for all of our products. We are carrying out a thorough review of our processes and will make any necessary changes.


8. How many countries are impacted by this recall?

Mars is voluntarily recalling jewelry items in the U.S. only. While the jewelry items sold in Shanghai and London are not being recalled, consumers who purchased the affected products from these locations can still return them for a full refund.


Working with the appropriate local regulatory authorities, Mars Retail Group is taking the following actions:

  • We have removed all affected items from store shelves in all of our M&M'S World locations globally and are offering a full refund to consumers who return the affected products.
  • In the U.S., we are initiating a voluntary recall of the affected products in cooperation with the Consumer Product Safety Commission (CPSC). More information on the recall can be found here
  • In the UK and China, in cooperation with relevant authorities, we are notifying consumers of the issue through in-store notices and advisories.

9. Which M&M'SW World retail stores sold the affected product?

The glass and metal jewelry items affected by this recall were sold exclusively at M&M'S World retail stores in the U.S., UK, and China, and were not available for sale online. While the jewelry items sold in Shanghai and London are not being recalled, consumers who may have purchased the affected products from these locations can still return them for a full refund.


10. How are you communicating to consumers to ensure they're not affected by the product?

We are working with the relevant local authorities to ensure consumers are aware of the issue and have the opportunity to return these items for a full refund:

  • We have also posted a notice on our global website www.mmsworld.com/productrecall.aspx
  • In the U.S., we are initiating a voluntary recall of the affected products in cooperation with the Consumer Product Safety Commission (CPSC). More information on the recall can be found here
  • In the UK and China, in cooperation with relevant authorities, we are notifying consumers of the issue through in-store notices and advisories.

We are advising consumers who may be in possession of these products to contact our consumer care team toll-free at 800-681-5187 from 9 a.m. to 5 p.m. ET, Monday through Friday for more information on how to return these products for a full refund, or with any other questions or concerns.


11. How does a consumer know which products are impacted?

The affected products include all glass and metal M&M'S® branded jewelry, specifically bracelets, earrings, and necklaces featuring the M&M'S® logo or M&M'S® Characters, purchased at M&M'S® World stores in New York, Orlando, Las Vegas, Henderson, Shanghai or London from May 2015 through June 2016.


Consumers can contact M&M'S® World toll-free at 800-681-5187 from 9 a.m. to 5 p.m. ET, Monday through Friday, if they are unsure whether a products is affected. Images of representative samples of affected jewelry items can be found at marsjewelryrecallusqa.expertinquiry.com


12. Is other M&M'S® World merchandise safe?

Yes. Product safety and quality are of paramount importance to Mars. All the merchandise in our stores must adhere to the highest standards of quality. This recall involves only glass and metal jewelry items sold exclusively at M&M'S® World stores in the U.S. from May 2015 through June 2016. Specifically, the affected products include bracelets, necklaces, and earrings with the M&M'S® logo or M&M'S® Characters. Because of our commitment to quality and consumer safety, Mars removed affected products from store shelves globally. No other products are affected.


13. Are you recalling M&M'S® candies?

No. All of our chocolates and candies are safe to enjoy.


14. What is the cost of this recall?

Mars does not share this type of information. Removing the affected products and initiating a recall was the right thing to do for our consumers regardless of costs.


15. Can you guarantee that nothing like this will ever happen again?

We can assure you that we take our responsibility for quality, and the safety of consumers, very seriously. Quality is at the hears of who we are. This issue is happening because our supplier failed to meet our quality standards as well as regulatory approvals for lead. We are now carrying out a thorough review and will make any necessary changes to ensure that our high standards are being upheld.


16. In light of your recalls earlier this year, is this indicative of slipping quality standards at Mars?

This recall is happening because our supplier failed to meet our quality standards as well as regulatory approvals for lead. We take our responsibility for quality, and the safety of consumers, very seriously. We are now carrying out a thorough review and will make any necessary changes to ensure that our high standards are being upheld.