We try to be as thorough as possible. Here is a list of frequently asked questions...
OMG! YOU MADE THAT?
Thank you. Yes. Everything is handmade inside our studio in northern Kentucky. All of our gemstones are handpicked from trusted sources for their unique traits, sparkle, and beauty. We melt, recycle, and form our own precious metals, bend them into rings, and sand our little fingers to the bone. Think of every piece of jewelry as a tiny sculpture.
MY HUSBAND/WIFE/GIRLFRIEND/MOM/SISTER LOVES YOUR STUFF BUT I HAVE NO IDEA WHAT TO GET HER?!
Gem Steady gift cards are a perfect solution to that dilemma! CONTACT US to purchase one (or ten) in denominations of $50 or more.
HOW LONG WILL MY ORDER TAKE TO BE MADE?
Our production time varies depending on how many orders we have at that particular time and specifics of your design. Typically I say 6-8 weeks to be produced from time of purchase, although jewels being made using specialty gemstones or more detailed designs may take longer. This includes pieces that are being re-sized as well. The Whittle Master is the sole set of hands producing your custom goods and we have to let him sleep occasionally.
We aim to keep our clients as involved as possible in the creation process and love sending occasional progress shots. We will do our best to communicate time frames and other important details as necessary. Please do not contact us to 'check in' or ask about progress. We keep a very long list of items being created and replying to such inquiries takes away from production time. Rest assured that we are working hard to get your jewelry made at a timely pace and are as excited as you are to see your gem come to life :)
If you need something expedited we may be able to accommodate. Please email firstname.lastname@example.org to inquire about possible arrangements.
Ready to wear items will be shipped in 3-5 business days.
HOW DO YOU SHIP?
Domestic Shipping within the US: We ship US Postal Service First Class mail with a tracking number which will be sent to you via email once you package is in the mail. Check your SPAM folder if you're having trouble locating it. Packages usually arrive within 5 business days from time of shipping.
Purchases during November and December will take longer than the rest of the year, so please allow plenty of time for your package to arrive
**International Buyers Outside the US Please Read**
I ship all international packages using US Postal Service First Class Mail (this is standard mail). The tracking number that will be provided will only show your package as it moves through the US postal system. Once it leaves the country the tracking number will no longer update.
- Please be aware that customs in your country could require you to pay a fee before they deliver your package. These are your responsibility as I am not familiar with the policies from country to country.
**PLEASE ALLOW 3 - 5 WEEKS FOR INTERNATIONAL DELIVERY** This shipping estimate is in addition to the time it takes me to make your jewelry, please look closely at the expected ship dates and add 3 - 5 weeks to that. Thank you for you patience ;)
WHAT IS YOUR EXCHANGE POLICY?
You may exchange ready to wear items within (10) ten business days of receiving. Item must be shipped at buyers expense and in unworn condition with originally packaging.
All custom orders are final sale. This includes resized items.
CAN I PUT SOMETHING ON LAYAWAY?
Yes. Custom orders or items you wish to put on layaway require a 50% down deposit. You will then have 90 days to pay for the item in full. A 10% late fee will be added to the balance of each item for every thirty days the balance is past due. If a balance is not paid in full after six months of initial start date the deposit will then be forfeited and the item may no longer be available. Special arrangements or alternate payment plans can be made in some cases. The same late fees and policies apply.
Deposits are absolutely not refundable for any reason.
HELP! MY DOG JUMPED IN MY LAP AND SNAPPED THE CHAIN OF MY NECKLACE! CAN YOU FIX IT???
Don't panic. If you are the victim of an unfortunate event send me an email and we'll get you fixed up. email@example.com
***We reserve the right to update our policies at any time to better serve our valued clients.