Here's the scoop.
If your question is not answered here, please email us.
Can you make custom items?
Please email us with inquiries regarding custom designs. Custom designs are arranged on a first come, first served basis, and depend on the complexity and functionality of the design. We only accept a small number of custom design orders at a time, and you may be placed on a waiting list if we are currently at capacity. There is a non-refundable deposit to start any custom design project.
I am interested in a metal not listed, can you do this?
Yup, sure can. We can do everything from 14k white, yellow, or rose gold to platinum. If you are interested in ordering an item in a precious metal please email us directly for pricing, as it is contingent on current market value. Premium metals such as gold and platinum do not qualify for discounts of any kind.
Is your jewelry nickel free?
Yes, all alloys we use are free from nickel, aside from white gold. White gold is the only alloy we can cast in that contains nickel, however it is a small amount. If you have any questions about metal allergies please email us.
Can I purchase your items on eBay or Amazon?
We do not sell our jewelry on any other platform besides our website, with the acceptation of our stockist's websites. If you see an item that resembles our jewelry being sold on Amazon we ask that you kindly notify us immediately. Sometimes customers resell their jewelry on eBay, and that is perfectly ok, but keep in mind when you buy directly from us you will receive a lifetime warranty on your jewelry. Items purchased second hand do not come with that warranty and may be very worn or damaged.
ORDERS & ORDERING
Items that are available for pre-order are not available for immediate shipping, and usually have a ship by date(s) in the item description. If a pre-order item is purchased along with other items, your order will ship once the pre-order is ready to ship. If you need an item sooner, please split your purchases into multiple orders.
Coupon Discount Codes:
We give out coupon codes often because we love you all so much! Though, there are some rules regarding their use.
Coupons are non-transferable and valid 1x per customer on eligible products (some exceptions apply). These promotions may not be combined with other discounts (including sale prices unless otherwise noted) or promotion codes in one order. Coupon codes cannot be used to purchase gift cards, and are not valid on past orders or custom orders/items. Premium metal orders (orders for gold or platinum, etc) are also not available for discounts. Some premium stone upgrades are not available for discounts, and custom jewelry designs are not available for discounts.
Where do you or don't you ship to?
We ship to many countries. If you do not live in one of the countries we ship to and are not in one of our restricted countries you may still contact us about ordering. Please email your inquiry to firstname.lastname@example.org. Also, if purchasing from outside of the US please understand that you are responsible for knowing the customs restrictions for your country. We are not responsible if your item is stopped in customs because it is not an item that is legal to enter your country (for example plants or antiques). DUE TO RECENT CONFUSION WE MUST STRESS THAT THERE IS NO WAY FOR US TO KNOW WHAT IMPORT TAXES YOU MAY OR MAY NOT HAVE TO PAY ONCE YOUR PACKAGE REACHES YOUR COUNTRY!!!! We can't stress this enough! Some countries don't charge an import tax on certain goods, some do. There is no way that we will know this information. If you have any concerns about import tax check with your country's import tax department. They can tell you what taxes (if any) you may need to pay to receive your item.
What methods of payment do you accept?
We only accept PayPal (including PayPal Credit) and credit cards if purchasing from the web store, but if you're interested in an alternate payment method just contact us.
How long before my order ships?
You will receive a confirmation email once you complete your order and another email once your order ships. Due to the nature of the product and the volume of orders we unfortunately cannot offer updates yet through each step of the creation process. We do hope to offer this soon in the future. You are welcome to email us if you have any questions about your order. We ship most weekends, and some Mondays and Tuesdays. Sterling and brass items are made to order, and these can take 6-8 weeks to ship. !!Production time does not include holidays or shop vacations!! Check our events and info page to see when we will be out of the studio, so you can have the best idea of production time. Please understand that we are only a two-person crew and we work super hard to make your items just right, quality takes time. <3 If you need your order urgently or by a specific date, please contact us PRIOR to placing your order to make sure we have the stock on hand to ship quickly.
DOMESTIC orders are shipped USPS priority or first class (not available for orders over $150) and include insurance in case of loss or damage. If your item is lost or damaged in transit please contact us and we will discuss options available for starting a claim. Please understand that although we will work with you to locate or replace lost items, we are not responsible for packages lost or damaged in transit.
INTERNATIONAL orders have several shipping options, USPS International First Class being the least expensive, though its tracking service is only available while the parcel is in the US. Once it leaves the US it is usually not able to be tracked. If you choose this service once it leaves the country (Miami International Hub) there are no guarantees or refunds for lost packages. We do offer UPSP Global Express, which is more expensive but is more secure and tracking is much more advanced. Items shipped this method are eligible for refunds in the event of loss or damage.
We are not responsible for any items that may get stuck in transit or customs. If you need an item by a specific date or time frame CONTACT US (especially if you are outside of the US). We will do everything in our power to make sure your item arrives by that date. Any questions regarding your order can be sent to email@example.com.
Can I change my order once I've placed it?
Since many of our items are made to order, unfortunately we cannot swap items out after you have made your initial order. Usually within an hour or so of receiving your order the process has begun of creating that item for you. We can sometimes, however, add items if you have forgotten something as long as your item hasn't already been prepared for shipment.
If you feel the need to cancel an order, please email us. Please also note that after the first 24 hours there is a 25% cancellation fee for all orders that are cancelled in full by the customer. This is non-negotiable and includes anything made to order including sterling/brass jewelry.
What size ring should I order?
If you are unsure of your ring size please visit your local jeweler to have your finger sized. This is a free service and will ensure a perfect fit. We are not responsible for incorrect sizes being ordered.
I have a question, how do I contact you?
Please email (firstname.lastname@example.org or email@example.com) if you need to get in touch with us. Messages sent via social media, e.i. Instagram and Facebook are not checked as regularly and you may experience a delay in communication.
WE RESERVE THE RIGHT TO CANCEL ANY ORDER FOR ANY REASON.
What is your return policy?
We accept returns on most items in their original condition within 7 days of delivery, except vintage and antique items. Read item descriptions for vintage/antique items carefully. All vintage/antique items are sold AS IS, we try to describe these items in as much detail as possible but due to the nature of these items they are not eligible for refunds. Please keep in mind that all handmade items will have imperfections, and vintage/antique items can have some wear. Check each item description carefully or ask questions before buying. We want you to be happy! :) Refunds will be in the form of original method of payment, less shipping. Buyer is responsible for return shipping. There is a 25% return fee for all handmade jewelry.
How do I make a return?
Just shoot us an email with your order number and what you'd like to return, and we'll take it from there. Make sure to include your original order number with your return as well as a short note stating the reason for the return.
What is your repair policy?
We stand by our jewelry for the life of it. If you ever need your item repaired, cleaned, or resized please email us at firstname.lastname@example.org and we will be more than happy to assist you. (Please note some repairs may require a fee.)
How do I care for my new jewelry?
Here are some care tips to help you enjoy your jewelry for decades to come.
• Keep your jewelry dry. Never submerge or soak in liquids. It is a best practice to remove jewelry before washing your hands or doing any activity where your jewelry may become saturated with water.
• Do not allow chemicals to come into contact with your jewelry, this includes hand lotions, perfumes, etc. These chemicals can damage certain gemstones and finishes on your jewelry.
• Keep your jewelry stored in a soft container, not touching other jewelry or items than can scratch or damage it.
• If you feel the desire to clean your jewelry, we recommend polishing the piece with a professional jewelry cleaning cloth, like our Sunshine cloths that we offer for sale in our shop. These will safely polish your jewelry back to brilliance without the risk of scratching the finish or gemstones. Do not place your jewelry in an ultrasonic cleaner.
• Some gemstones are naturally more delicate than others and it is VERY important that you take care of your jewelry as discussed in this section. For example, Welo opals are hydrophane, meaning they are made of and will absorb water. They will change color or become clear and lose their fire if soaked in water or chemicals. If this happens, leave them out to dry. If it is simply water they have come in contact they should return to their original color once dry.
• If you have any other questions about care of your jewelry or specific gemstones please reach out to us at email@example.com
What do I do if I have an issue with my order?
If you have received your order and believe the item is incorrect or need to discuss any issues with your item, please send us an email to firstname.lastname@example.org. We will do everything in our power to correct any issues or mistakes that may have been made. Please note that if you open a dispute in PayPal your order instantly changes status to CANCELLED which is automated through PayPal and our shopping cart service and is not controlled by us. This does not mean all progress on your order has been cancelled, it simply means that by opening a dispute all progress on your order has been halted and will resume once the issue has been resolved and the dispute is closed. We highly recommend you reach out to us before opening a dispute with PayPal, as this will delay your order production time.
Do you offer your products wholesale?
YES! Just email us at email@example.com with your inquiry.
Someone else has stolen your work! How do I report it?
We appreciate valid reports of copyright infringement. That is, anyone who is purposely misrepresenting our copyrighted works for monetary gain (Easy, Amazon, Ebay, etc). Please report any infringement you find to firstname.lastname@example.org.
Copyright and Intellectual Property Violations:
We take our art very seriously. This is our life, and our sweat and blood goes into every piece of art that we create. We register all of our work with the United States Copyright Office. We take violation of our intellectual property rights VERY seriously. Art on the internet is not free for taking! If we discover that our copyrighted works are being misrepresented, modified, sold, or displayed without our expressed written permission we will seek legal action against all individuals and/or businesses violating our rights. Please keep in mind willful infringement carries a fine of $150,000 PER INCIDENT.
Bullying and Bashing
We have a ZERO TOLERANCE policy on bullying or bashing others on our social media pages. Before you speak, think about whether what you are about to say is positive, polite, or constructive. If it is none of these things, chances are it isn't going to positively add to the conversation. We reserve the right to delete bullying, rude, or abrasive comments against other followers/fans or ourselves. If the commenter continues with their rude or bullying behavior they will be banned.