REFUNDS AND EXCHANGES
We accept cancellations if we receive a request before your package leaves our studio. However, if your item is personalized, a 10-15% restocking fee will apply once it's made.
RETURNS and EXCHANGES
If you are not completely satisfied with your purchase, just contact us within 7 days of delivery and return it within 14 days. Items must be in the original condition.
Please package returns securely and ship with a trackable method. We highly recommend insurance as we cannot accept damaged/lost packages. The original shipping fee is non-refundable, and shipping to and from our studio are the buyer's responsibility, unless there was a mistake on our part.
A 10% restocking fee will apply to silver personalized jewelry and chains cut at the non-standard lengths unless there is an error on our part. For gold jewelry, the restocking fee is 15%. This is because custom components are not re-sellable and need to be discarded. The fee covers the materials costs. We do not charge a restocking fee for non-custom-made items.
NECKLACE LENGTH ADJUSTMENTS
Was the necklace too short for your liking? We offer necklace adjusters (those with large links; those with small links). We can also shorten the necklace that was too long for you if you ship the necklace back to our studio. All shipping and materials costs are the buyer's responsibility unless there was an error on our part.
OUR 90-DAY WARRANTY
If your item breaks under normal wearing conditions, we’d be happy to repair the item if you contact us within 90 days of purchase. There will be no labor charges but return and re-shipping fees will be the buyer’s responsibility. There might be a small charge for missing or unusable parts.
Failure to follow our jewelry care instructions below is not covered under our Warranty.
- Do not swim, bath, take a shower, exercise, or sleep with your jewelry.
- Avoid contact with chemicals (e.g., alcohol, nail polish remover). Allow cosmetics, perfumes, lotions, and hair sprays to dry completely BEFORE wearing your jewelry.
- After wear, gently wipe off skin oils and cosmetics with a soft cloth. Clean regularly with warm water and gently dry with a soft cloth.
- Silver polishing cloth can be used ONLY for chain and charms made of sterling silver (do NOT use it for plated charms).
- When not wearing, store it in an air-tight bag.
Beyond 90 days and for any accidental damage (e.g., your child yanking the charm) or damage caused by a third-party (e.g., a charm attached by you or your local jeweler falls off because it wasn't attached properly), we’d be happy to offer a repair for a small charge. There will be a fee for any missing or unusable parts, and all shipping fees will be the buyer’s responsibility.
Please contact us immediately if the item arrived damaged. We may request a photo of the damaged item for insurance purposes. For lost packages, 21 calendar days (domestic shipments) or 45 calendar days (international shipments) need to pass before we can file an insurance claim. We may request the recipient’s signature on the claim form, and a refund is contingent upon the buyer's willingness to sign the form; we appreciate your kind cooperation. Please note that all lost package claims must be made within 60 days of the original date of order.
No refunds or replacements will be given for non-delivery to an incorrect/invalid address supplied by the buyer. Please make sure that the address you provided is correct when placing an order.
CUSTOMS AND DUTIES FEES
International buyers are responsible for any customs fees. We cannot predict if and how much fees may be assessed. United Kingdom customs is particularly strict about charging customs fees (see their website for more information: www.hmrc.gov.uk/customs/post/buying.htm)
Kentucky residents will be assessed a 6% sales tax.
We make every effort to capture the representative appearance of our gemstones and jewelry for you viewing, however, the colors may appear differently on different monitors. Also, gemstones are natural creation of mother nature, hence, variations in colors/makings are to be expected.
There may be a minor change to the chain type/size, jewelry design, and packaging without notice. Store policies are subject to change without notice. We reserved the right to refuse/cancel sales.