Returns, Exchanges, FAQ
I do not accept returns. Shipping and handling costs are not refundable.
There's a space on the checkout form if you want a longer chain length or any other specifics. If you already paid and then realised you selected the wrong colour or gave us the wrong size, simply send me a message on my Contact page (or email firstname.lastname@example.org) and I'll be happy to adjust your order if it has not yet left the studio.
You may exchange an undamaged item up to 14 days after purchase; however, if the order has shipped you are responsible for shipping the original item back and for the cost of shipping the new item. I recommend packaging the original order in a bubble mailer, or at least, in tissue paper inside an envelope. It doesn't need to be anything extravagant! When received, I will let you know via email and then send out your new item.
If an item has been lost in the postal service (i.e. does not arrive 2 weeks after the expected delivery date), I will either refund your purchase or send out a new item. Please send me a message and we'll work something out!
Please allow a one-month waiting time for your item during December and early January, before contacting me with a lost item. This is due to a large volume of shipments being sent out by the postal service.
I package my items safely inside bubble mailers to minimize the risk of breakage. However, all items are breakable with enough force and with rough sustained wear. Please treat your jewelry carefully to avoid breakage. Avoid getting jewelry wet, refrain from pulling on chains, take precautions when wearing loose knits, etc. Crystals that may appear 'broken' are actually in their natural form. I use rough stones which are by definition unpolished. Extra facets, chips, etc., are not defects. My jewellery is not guaranteed to last indefinitely.
In rare cases the process of postal processing can cause damage to items. I cannot control these random incidents; however, I will refund you your money or send you a new item with free shipping if you provide me with a clear image of the breakage. Some items I will request be sent back to me because of material scarcity / if I don't have enough stock material to remake your item, with no cost to you for shipping.
I can also advise you on simple ways to repair your piece without having to go through the hassle of sending it back for repairs. Often this just involves taking pliers and bending a jump ring back into shape.
If a chain link or jump ring has broken, it's simple to repair it yourself with pliers. Simply grasp the next link with a pair of pliers and twist until the ends separate. Insert the other loose end of the chain and close the open loop with the pliers.
HEX uses primarily plated brass and aluminum and occasionally steel, iron, and copper. Please make sure that you review the item before purchasing (custom orders for sterling silver chain can be placed, but at an extra charge). If you have questions, feel free to send me a message. Earring backs are nickel free.
Some of my pieces are made with copper and raw brass. Copper and brass will naturally oxidize over time and acquire a patina. You can remove this with fine steel wool or a mixture of vinegar and salt. However, I believe that patina adds a unique dimension to your piece!