StonesForTheSoul

Items from regular inventory (not custom jewelry) may be returned within 14 days of delivery for a full refund or repaired free of charge if damaged during shipping. Customers need to contact us within 2 business days the order has been received if an item has been damaged during shipping. In the event that an item was damaged during shipping, we are responsible for additional shipping charges at which time it will be repaired or a replacement sent.

Exchanges are available (i.e., if the buyer changes their mind within the 14 day window and wants a different color/stone), however the customer will be responsible for additional shipping charges where exchanges are desired for non-defective merchandise. Items returned to us for refund or exchange must be returned in their original condition and it is strongly recommended that boxed items ship back to us in their original boxes, for their protection in transit.

We cannot accept the return of post earrings (for hygienic reasons since jewelry made for a piercing can only be sold if unworn). For other types of earrings with removable findings, we will deduct the cost of replacing those findings from refund to cover the cost of restoring them to their original unworn (piercing) condition.

We reserve the right to refuse service to, and cancel orders placed by individuals with a history of multiple returns of non-defective merchandise. This is to protect us and our customers against the practice of "wardrobing".

Strict quality control standards are in place to ensure that every piece is shipped out in perfect condition and this includes complimentary polishing on the day prior to shipping.

Custom orders are NOT eligible for return/refund (because they were made just for you, to your precise specifications and cannot be re-sold as part of our regular inventory) but they may be repaired free of charge if damaged in-transit (we will cover shipping costs to send the item back for repair). Photos of custom orders may be taken in our studio (upon request) and sent to you prior to shipping to ensure your satisfaction with the finished product.

Payment must be received before your order can be shipped (via PayPal or credit card).

If you have accidentally selected an incorrect shipping option (i.e., USA shipping instead of a Canadian international order) during checkout, selection of, and payment for a viable shipping option is required before your order can be processed.

If this occurs, I will contacted immediately and your order will remain on-hold until I hear from you and process payment for proper shipping.

I pride myself on quick and accurate order fulfillment. Various methods of shipping is also available during checkout.

All orders are shipped by Canada Post within 1-3 business days once payment is received.

**Please allow extra time if your order is placed during peak holiday season (November/December).

If you have a problem with your purchase, please use Etsy Conversations to contact us and make sure your invoice is attached to your message (Click "Your Account" --> "Purchases" --> "View Receipt" --> "Contact") or copy a link to your receipt in your message to us. This helps us identify exactly what you purchased, when the transaction occurred, tracking number(s) and applicable remedies available (within the parameters of our policies) to us to resolve your issue. In most cases, we respond to messages the same day but when this is not possible, you will always receive a reply from me personally within 24 hours, without exception.

*Please do not contact us outside of Etsy regarding transactions made on Etsy, as this can impede the resolution process and hamper effective communication between us. Also, failing to attach your invoice to your inquiry may delay our response time since additional efforts would be required on our end to locate it. We cannot provide any information about your order without seeing information contained in your invoice first.