terms + conditions

TERMS + CONDITIONS

PRODUCT EXCHANGES

Personalized, handstamped, custom, bridal, and/or special orders are not eligible for a return or exchange. We accept non-personalized, non-custom items for exchange only. Please contact us within 5 business days of the receipt of your order to initiate your exchange. We aim to process all exchanges as quickly as possible, however we do not pick up our po box mail regularly so the exchange shipping timeline can vary. Original shipping costs are non-refundable and there will be a shipping charge to have the new item(s) mailed to you. Unfortunately, we cannot be responsible for packages that fail to reach us, so please make sure your package is mailed via a method that includes tracking. We kindly ask that you return the items in their original condition and box.

CHAIN LENGTH MODIFICATIONS

If for some reason you requested the wrong chain length and your bracelet or necklace chain is too long, we are happy to have you mail the item back to us so that we can shorten the chain. If you requested a chain size that is too short, we can add a permanent extender, or there is an option for a removable extender that we will mail to you. Both extender options are available in the ‘a la carte’ section. If you would like a longer chain, we recommend an extender. We do not exchange standard length chains for custom length chains (anything longer than 18 inches) - there will be a $3 per inch fee for lengths over 18 inches. This is for non-personalized pieces only. All personalized designs are final sale. There will be a $5.00 fee to re-work each piece sent to us - this will apply to each piece that we are re-working. For a non-personalized design, you may exchange the item in its entirety for all standard chain lengths (example: swap a 16 inch Hammered Open Heart Necklace for an 18 inch.) There is a $3.95 US/$13.95 Int'l mailing charge for the first piece plus $1.00 for each additional piece to send the item(s) back to you. Please use delivery confirmation when returning the package as we are not responsible for lost items.

CANCELLATIONS

Due to the made-to-order nature of our designs and our multi-step production schedule for each order, we often begin production of your piece(s) immediately upon receipt of your order. Because of this, cancellations are only accepted within 24 hours of your order being placed. Upon contact regarding cancellation of a personalized design, if we have not yet begun handstamping your piece, we will happily cancel your order; however, if already in production, we will not be able to proceed with a cancellation. If your order does not contain complete information (address, personalization instructions, etc), we will message you via email to obtain the additional information needed to fill your order. If your order cannot be completed for reasons outside of missing information (for example, the wrong listing was purchased or the details left for your order don’t align with the item purchased, etc.), we will process a cancellation of your order so that we do not hold onto your funds and follow up with an email so that we can guide you through a new purchase. Thank you in advance for your patience and understanding - we appreciate it!

DISCOUNTS + COUPONS

Discounts cannot be combined. If two codes are entered at checkout, the system will apply the highest discount to your order.

WARRANTY

We use high quality chains and components that have proven to stand the test of time. All components of your necklace are under warranty for 30 days from the date of purchase. Should anything happen to your jewelry in this time frame, we will replace them for you free of charge. There are many things that can happen to your jewelry that we are unable to control (pulling from pets/children, exposure to harsh chemicals, etc). After the initial warranty period, there will be a chain replacement cost for a new chain if your piece can not be repaired. Pieces sent back for repair will be polished and all components will be checked and tightened before being returned to you.

LOST PACKAGES

In the unlikely event that your package is lost or marked delivered but you have not received it, please contact your local mail carrier unit.  The carrier unit is the actual facility that your mail goes out for delivery from, not the main postal service call center.  You will yield the best results by asking to speak with the manager who can then inquire with the driver of your specific route.  You will need to give them your tracking number - this can be found on your emailed shipment confirmation.  Please email us at hello@chipandchisel.com to obtain your tracking number if you no longer have your confirmation email. In the event you need to go beyond calling your local carrier unit, you can use your tracking number to file a claim with USPS online or by calling them via the number on their website. If your package is marked delivered and you did not receive it, please contact your local carrier unit immediately. There is a much better chance of your package being located if your local carrier unit is alerted right away to the delivery error. Please remember that we do not have control over your package once it is delivered to USPS and they require certain steps to be followed in order to try to locate your package. Thank you for understanding!

SAFETY INFO

chip+chisel does not create jewelry intended to be worn by infants or young children without supervision. Small items such as jewelry can be a choking hazard and should not be left in a place where your child can reach it as crystals, metals, and charms may contain materials that are harmful if ingested. If you are choosing to purchase a piece of jewelry for a child, please remember that children should never be left unattended while wearing jewelry.