Answers to Great Questions
What is Your Return and Exchange Policy?
We want you to love your jewelry and feel confident in your purchase. Please note that we are a small company of artists and our jewelry is handmade. There are variations in gems and pearls that are not only natural but desirable! Please use our contact us form to email us first with any questions or problems you may have, and we will do our best to answer your request with efficiency and integrity.
Refund: Within 14 days of receipt of goods, you may return any item (for a refund, minus shipping and insurance charges. We only refund shipping/ insurance if the return is a result of our error, or the merchandise is damaged.) You must fill out the included refund/exchange form, follow shipping instructions and return with item. The item must be in its original, unworn condition. A refund will be issued to the original purchasing credit card after item is received in good condition back at HSJD.
Exchange: Within 30 days of receipt of goods, you may exchange any item except special orders. Fill out return/exchange form on packing slip and follow shipping instructions. Upon receipt of merchandise at HSJD we will let you know the amount of your exchange/store credit for the full value of the item minus shipping and insurance. If the exchange/return is due to an error on our part (broken or damaged item, or wrong earring top etc.) then HSJD will pay for the return shipping. You may redeem this store credit within one year of purchase. Credits can not be used directly on our website - you will need to call in the order to use the store credit as payment. 1-800-690-1948
In- Store Purchase
We only offer Exchange/Store Credit for purchases made in our stores. Within 30 days of purchase, you may exchange any item (Except Special Orders/Sale Items - see below). Either bring it into our stores or contact us for return/exchange & shipping instructions. Upon receipt of merchandise at HSJD we will let you know the amount of your exchange/store credit for the full value of the item. You may redeem this store credit within one year of purchase. Credits can not be used directly on our website - you will need to call in the order to use the store credit as payment, or if you are in our 2 galleries, you can use them there as well. Store credits will always be put in under your name. In the case of a gift exchange, we will issue the store credit in the name of the gift recipient.
**Why do we offer Returns on web/phone sales & NOT on in-store purchases? When you purchase something sight-unseen (like from our website or over the phone) we feel it is important that you have the option to return something that is not as you imagined it. However, when you come into our stores you have the ability to see, try on, and contemplate your purchase fully. Unfortunately, we have had the sad experience of people purchasing an item, wearing it a few times and then wanting to return it for a full refund. As a small business, we are unable to operate under these conditions. The unscrupulous are less likely to take advantage of an exchange rather than a full refund. We hope you understand!
Please use original shipping box with padding inside and insure for full value; we are not responsible for damage to any item that is improperly packaged!
If you are returning an incorrectly shipped or damaged merchandise, call our Customer Service department Toll Free at 800-690-1948 for return shipping instructions.
How should I package my Exchange/Return/Repair?
For a repair, please send the item along with any extra parts if you have them, and a note with any extra info or instructions. Don't forget to give us your return address!
For your protection, we recommend that you use US Parcel Post or UPS insured for the full value of the item, as we are not responsible for lost or damaged items!
Send it to (Note: Do not write “jewelry” on the outside of the box.)
Attn: Returns or Repairs
199 Main Street
Carbondale, CO 81623
What is Your Return Policy on Special Orders?
What is your Shipping Policy?
Orders will be shipped within 1 to 2 business days pending all items are in stock.
Holidays? Please call us for delivery dates.
Emergency Order? We will always do our best to accommodate your specific requests. Call us with any questions. 1-800-690-1948
**All prices below are approximate. Insurance for the full value of items will apply. Exact shipping costs will be determined once the order is shipped.
|UPS Next Day Air||$67.95 and up|
|USPS Express Mail||$32.95 and up|
What if I need my order shipped as a gift?
We can also include a personalized note in the box, just write what you want us to add in the "notes" section of our checkout, and we will make sure it is included!
Do you ship internationally?
Yes! We now ship internationally to many countries. Upon checkout, you will be required to select a state, even if your country does not have states. Please select a state anyway, and we will correct the address when we receive your order. International shipping is sent via USPS global priority mail, and varies in price depending on the insurance value.
What happens if the jewelry I receive looks different than the item on the website?
However, if you feel that the jewelry you have received is not to your satisfaction, we want to hear from you. Please see our Refund/Exchange Policy for more information.
What happens if my jewelry breaks?
What is "Normal Wear"?
- Have not worn your jewelry in the shower, tub, pool, or hot springs. This also applies to any jewelry with leather, as it will stretch and wear out more quickly when wet. Many water additives and chemicals will tarnish silver and damage pearls and some soft gemstones. Some locations have water that is so full of tarnishing elements, it is best to store your silver jewelry in a plastic bag to protect it.
- Have not dropped, smashed, or yanked your jewelry. If you drop a glass on the floor, will it break? You bet, and so will gemstones if treated roughly! This is especially important with large stone pendants & larger cuts of gemstones, the delicate "briolette" gemstones that are drilled at the top of the stone, and some of the softer gemstones like Turquoise. Please be careful when putting on and removing your jewelry, stand over a rug to be safe. Also, our jewelry uses very fine, thin metal wire to achieve the delicacy and intricacy of our work. This is quite durable for normal wear, but can be seriously weakened if bent, smashed, or pulled roughly.
- Have kept your pearls away from chemicals! Put your pearls on after the hairspray, and don't wear rings or bracelets when you are using cleaning agents or chemicals. This also applies to Turquoise, which will darken and change color over time with exposure to body oils and skin chemistry.
- Have treated your Gold Vermeil jewelry with care, remember that there is a thin layer of gold over the silver to achieve the "gold look" that should not be scratched or rubbed unnecessarily, and also should be protected from cosmetics, hairspray, and body lotions, as these will erode the gold more quickly.
We offer jewelry cleaning kits for purchase so you can easily care for your jewelry if it should become tarnished or dirty - Click here to view & purchase.
Do you have more information about the gemstones and materials you use?
What if I want something, but it is One-of-a-kind, Sold Out, or I no longer see it on the website?
How do I choose a length for my jewelry or gift?
What earring top I should choose? What options are available for the earrings on your website?
What if I need Clip-on Earrings?
Do you do jewelry adjustments, such as lengthening or shortening?
We do offer most of our necklaces and bracelets in two different lengths to solve this issue. However, if you need it additionally long or short, just let us know.
Whenever we lengthen a necklace or bracelet there is some additional charge because we need to add more pearls, gems, and silver or gold as well as our labor. We will be happy to give you an estimate.
Our leather wrap bracelets cannot be shortened. When we add length it will change the "look" of where it clasps, but it can be done. Just ask.
Earrings can usually be shortened. You can also consider trying a "stud" top, this will shorten the overall length about 1/3" from where the earring would hang on a wire or leverback.
What if I would like to place a Special Order?
Please remember that Special Orders will usually be more expensive than our other jewelry due to the increased time and effort that will go into the design process. We will always give you an estimate before we begin work on your Special Order.
Special Orders are Final Sale Only! Special Orders are just that; we are making the piece specifically for you, and it is not refundable or exchangeable. Of course we will work with you to ensure your satisfaction, but be sure you want it before you order it!
What do I do if my jewelry gets dirty or tarnished?
We recommend using any jewelry buff cloth (or flannel cloth) to gently remove tarnish from silver. For more serious issues, we offer a small & convenient jewelry cleaning kit - click here to view and purchase. Included is a polish cream and small toothbrush to get even the most intricate areas clean as well as a small buff cloth and cleaning instructions. These products are non-toxic and biodegradable (made out of coconut and banana oils), won't harm your gems, pearls, or health and are absolutely fantastic!If you need help now, you can try toothpaste with a soft toothbrush, concentrate only on the silver chain and try not to touch pearls or gemstones. Before rinsing, use a clean, moist cloth to gently polish the silver chain and remove tarnish, then rinse in warm filtered water and air dry. Makeup or grime can be removed from pearls and gemstones with warm filtered water and a tiny bit of gentle handsoap, rub with a soft cloth to clean, and air dry.
We do not recommend the silver cleaners, or chemical silver dip that you find at most supermarkets. They are highly toxic and can damage your pearls and gemstones!
How do I care for my leather jewelry?
What is Gold Vermeil? How do I keep my Gold Vermeil jewelry looking good?
However, gold vermeil can also wear off over time due to exposure to skin chemistry (including perfume & cosmetics), body oils, and abrasion that slowly fade the layer of gold. To keep your gold vermeil jewelry looking its best, be especially careful to not shower or swim while wearing it, and be careful with hairspray, perfume, cosmetics, and lotions on your jewelry. If you must clean your gold vermeil jewelry, use a very soft cloth or gentle hand soap and filtered water ONLY and no tarnish remover or jewelry polish (the abrasives & chemicals will strip the gold layer more quickly.) It is also best to wear your Gold Vermeil jewelry more sparingly & gently if you really want the gold to last a long time.
If you must have the rich color of gold, but don't want to deal with gold vermeil or plated gold "fading" the only alternative is to invest in a pure gold piece, preferably in 18 or 22kt gold. There is a reason gold is so highly valued! The warmth, shine, and beauty of solid gold jewelry can last for generations.