SHOP POLICIES

I CAN'T AFFORD PURCHASE A PIECE TODAY BUT I WOULD BE ABLE TO PURCHASE IT SOON. CAN I RESERVE IT?

I get it, something catches your eye but pay day is farther away than you'd like and can't justify spending money right now. I offer payment plans in a maximum of four installments to be sure that you can have whatever your heart is set on. Send me an email at elizabeth@horsethiefsilver.com or via Etsy to get started with a payment plan.

I do NOT do reserved listings. In order to claim a piece (or pieces) you must start a payment plan. That keeps it fair for everyone.

 

I LOVE YOUR WORK AND WOULD LIKE TO CARRY YOU IN MY SHOP! DO YOU WHOLESALE?

Yes! Because of the volume of work I need to put out by myself, I wholesale on a selective basis. This keeps my schedule moving smoothly and relationships happy. You can find everything you need to know about my wholesale policies here.

 

DO YOU DO CUSTOM ORDERS OR PERSONALIZED PIECES? WHAT IS THE PROCESS?

I love working with people on custom orders. Because of the nature of a custom piece, takes a little extra time and care to make your jewelry dreams come true. Custom pieces can take up to 6 weeks to complete. Why? Let me share the process with you:

  • You send me a custom request including the details of what you'd like. This can include any combination of verbal instruction and visual examples for me to go on. I will then send a cost estimate. Due to the nature of custom work, the type of projects that I decide take on are determined by my discretion. I do not accept requests to recreate other artists' work.
  • Once we dial in the details I will send you options that I have on hand for stones and drawn up designs.
  • You approve my design and I get to work at the bench. Depending on my workload the physical act of creating a piece takes 3-4 weeks. 
  • When your piece is ready, I will contact you with photos. I understand your excitement but it is difficult for me to send updates on the status of all my custom orders at any given time. Your order is very important to me and I promise I'm working hard to create your piece in a timely fashion.

In terms of personalizations to an existing piece- I accept these requests on a case by case basis. For example: Would you like a longer/shorter/no chain for a pendant? No problem. But if you would like me to take a size 6 ring and make it a 10, that will not be possible. I am always open to working with you on recreating a design in a personalized way to fit your needs.

Through the custom/personalization process please keep in mind that everything you will receive is made by hand: all the sawing, filing, sanding, polishing and stone setting. The only mechanical process I use is after polishing my pieces are tumbles to refine and harden the silver. Due to the nature of my process no two items can be exactly the same. These imperfections add to the personality of your piece. In short- if you are looking for something perfect, I'm not your girl.

 

SHIPPING POLICIES

DO YOU SHIP TO [INSERT COUNTRY]?

I ship worldwide. Buyers are responsible for any customs and import taxes that may apply. I'm not responsible for delays due to customs.

 

DO YOU DO COMBINED SHIPPING?

Yes! When you buy multiple items shipping is automatically combined. If there is any shipping overage that will be refunded right back to you. However, if you place separate orders your items will be treated as such.

 

I HAVE NOT RECEIVED ANY SHIPPING OR TRACKING INFO. HAS MY ORDER SHIPPED?

Please allow 3-5 days for packing and processing. I make post office runs twice a week. When your order is in the mail you will receive an automated confirmation of shipping with tracking info. 

 

DO YOU OFFER LOCAL PICK UP?

I do not offer local pick up at this time. Local orders are received within one day of shipping.

 

DO YOU ACCEPT RETURNS/EXCHANGES?

I gladly accept returns and exchanges on most items. Please contact me within 3 days of delivery to begin the return process. Items need to be shipped back within 7 days of delivery. You are responsible for the return shipping. Once items arrive in their original condition you will receive a full refund minus shipping. If an exchange is requested the amount of the the returned item will be put towards your exchange. Any overage will be refunded.

If an item is not returned in its original condition the buyer is responsible for the loss of value.

Order cancellations are possible only prior to shipping. Order cancellations incur a $10 inconvenience fee. Orders that have been received cannot be canceled. I do not give refunds on purchase that have been received and not returned to me.

A change of heart or mind on a custom or personalized piece is on you, not me. These items cannot and will not be accepted for return.

Items bought on sale are not eligible for return. 

Please feel free contact me if you have any problems with your order.

 

MY ITEM WAS LOST (OR STOLEN OR DAMAGED) IN THE SHIPPING PROCESS. WHAT CAN I DO?

Each order is packed to ensure its safe arrival. What happens during shipment is out of my control. To protect your purchase and myself each order is shipped with insurance.  If your order exceeds $100, I would highly recommend requesting additional insurance to completely cover any losses. In order to do that you may contact me within 24 hours of your purchase. Additional insurance costs vary based on the order's destination.

In the unfortunate event that your order is lost, damaged or stolen, please contact me. Given that all the above are in place, I will be able to refund your loss. 

 

FAQ'S 

WHEN WILL YOU RESTOCK THE SHOP?

At this time I do not have a set schedule for shop restocks. I almost always have back stock. If you are looking for a specific design or piece, you are welcome to email me at elizabeth@horsethiefsilver.com to check on the availability. I will respond as soon as I am able. Restocks and new listings are always announced on my Instagram and Facebook. Be sure to follow those channels to keep up to date on what I'm doing.

 

WHAT MATERIALS DO YOU USE TO CREATE YOUR WORK?

All my pieces are created using a combination of sterling and fine silver. I work with a small group of trusted lapidary sources for my stones. I do NOT use heat treated or dyed stones.

 

DO YOU HAVE A PHYSICAL SHOP?

I do not at this time. If you'd like to purchase my work in person please see my list of stockists or check my events page to see where I will be popping up next.

 

I SENT A DM ON INSTAGRAM/FACEBOOK AND I HAVE NOT HEARD BACK. WHAT'S UP?

In order for me to have some work/life balance I cannot always reply to DM's from social channels immediately. If you have a question or request it is best to send me an email. I find it easier to consolidate my communications rather than have it spread out over Etsy, email, Instagram, etc. Thank  you for your patience and understanding.

 

I AM INTERESTED IN [INSERT ITEM] BUT I'M UNSURE OF MY SAIZE. HOW DO I FIGURE OUT WHAT SIZE I NEED?

I can help you! You may download my printable size guide here. Or you can always visit a local jeweler to be sized.

 

DO YOU DO REPAIRS?

Unfortunately I do not offer repair or polish work. I create my pieces to last when given the proper care. Please see my jewelry care section for information on how to ensure that you will enjoy your piece for a lifetime.

 

DO YOU WORK IN GOLD/BRASS/BRONZE/COPPER/(WHATEVER OTHER METAIL YOU CAN THINK OF)?

I do not. At this time I solely work in silver. If you are looking for pieces made from other materials there are plenty of talented artists out there who can accommodate  your tastes.

 

I NOTICED THAT YOU HAVE/HAD ITEMS FOR SALE USING HORSE HAIR. DOES THAT MEAN THE HORSE DIED TO MAKE THIS PIECE?

Nope! My horse hair is sustainably sourced from a ranch. Horses need hair cuts just like we do! Once their hair is cut it is sorted, washed/sanitized, and bundled for sale.