HillCountrySilver

Buying jewelry is very personal. I want you to be happy with your new purchase. If you are dissatisfied for any reason, I will make it right.

I will customize my bracelets, rings, etc to your requirements.

Please check out my SOLD items for examples of custom creations and REVIEWS for Feedback on these items =). Below you will find specific issues and see how I address them, even if I haven't had to...yet!

SHIPPING ISSUES:
I cannot control the post office, nor do I wish to! But OCCASIONALLY something goes awry and packages do not arrive on time, at all, or arrive 3 weeks later totally mangled. I love the tracking feature and I use it! Just check your invoice and you will find it there. Insurance is available. If you still have not received your order thirty days AFTER SHIPPING, I will follow up with the post office. They will not even talk to me until 30 days have gone by! If your order shows DELIVERED to the address you provided, I will not issue a refund if you did not receive it. You must contact the post office directly to find resolution. They sometimes mis-deliver mail, but I cannot accept responsibility for this. Please make sure your Etsy address is entered correctly. Your order may be delayed for clarification if I go to print a shipping label and the address is rejected.

International shipping charges keep increasing. I ship a lot of international orders, and in most cases, orders are now trackable on Etsy app. I have listed reduced shipping charges to most countries lower than actual cost to me.

JEWELRY ISSUES:
Wear and Tear.
Medical IDs are items that generally get a lot of wear and tear, as they are often worn 24/7. Bracelets, in particular, have to withstand a lot of abuse. Stamping, especially if done on the inside of a bracelet, will eventually wear off. I will send a kit with all bracelet purchases that will help you refresh text until it gets too worn to repair. Personal hygiene, body pH, sweat, etc may affect wear and finish of your fine jewelry item, particularly copper. I cannot control this, and cannot be responsible if my pure copper ID plate turns your wrist green. (I have heard of that, even experienced it in the past, but have not yet had a complaint about my jewelry...but I'm sure I will eventually!) or if copper turns silvery when you wear it (which it does on me...hmm? maybe I handle so much silver that my sweat silverplates copper? Weird but true story.)

Bracelets and Toggle Clasps.
I love toggle clasps! I have a huge selection and do not hesitate to use them for my own jewelry. But I cannot guarantee that they will not fall off or fail unless I have YOUR EXACT WRIST CIRCUMFERENCE! I will ask for this, usually several times during the course of working out the details for your personalized, OOAK bracelet, and often the closest I get is the length of your favorite bracelet. This does not work, as the size of stones, chain, clasp length, etc affect the inner diameter of the bracelet. I repeat: I NEED THE EXACT measurement to guarantee your bracelet. I made this mistake once. The bracelet, a gift for someone with "large" wrists, fell off within an hour and was never seen again. Turns out that the wrists were not too big, just that the recipient of this awesome gift was well-nourished. I replaced the bracelet at my own expense (ouch$$$), and changed my policy.

I have lots of lobster and trigger clasps as well, and my handmade hook clasps are equally if not more awesome!

WHAT IF YOU HATE IT?
Fortunately, this has rarely been an issue! If you hate it, return it and I will issue a prompt refund unless it is customized. If customized and I can reuse it, no problem! If not, perhaps you can keep the "Plate" and I can refund the rest at my discretion. Again, I am not perfect. And I hand stamp everything myself. So it likely will not be perfect, either. But it will be accurate or I will replace it.

WRONG SIZE:
Please provide the information requested with your order and this should not be a problem. If no size is requested, I will send bracelets and chains as described in the listing information. If you do not provide the size and you do not like it, you can return it and pay shipping both ways (an extra $3.90 will be billed to you on my end), and I will adjust the length. No Problem! Note that the size of stones and beads will alter the "inner diameter" of a bracelet, so a 7.5" bracelet with 1-inch beads may not fit an average wrist even though a simple chain bracelet of the same length will. I have a special mandrel I use to assure a custom fit if you give me your EXACT wrist circumference and how you like the bracelet to fit (snug, loose, standard "in-between"). This is critical for a custom fit.

STAMPED WRONG (or wrong birthstone):
The first thing I do is check our convos and your notes to seller at checkout. If you made a typo on your child's name (yes, it happens more frequently than you might expect), I will gladly make you a new tag at your expense for the current going rate plus shipping. If I screw up (yes, I do that occasionally as well!), I will make you a new tag promptly and ship at my expense. I apologize in advance, as it happens occasionally (twice so far in 12 years). Please return the tag only (in the case of mommy necklaces) or the entire item (in the case of bracelets) in a BOX* and bubble mailer or it will get crushed! so that I can fix it and return it to you.
*If returning a broken chain or a single tag, it can be returned in a sandwich bag inside a regular envelope. I can repair any shipping damage easily on these.

Mommy Necklaces.
Yes the chains are petite. That is one way I actually make any money at all selling jewelry! Upgrades are available at prices lower than stated on my shop listings. Etsy will not let me list "upgrades" without making the price the same to non-customers, but I figure you have already paid for the small chain, so you should get a better deal. Please contact/convo me if you would like a different chain. I have dozens of styles available and only a few listed.

Additional stamped name tags are available without the chain ONLY IF YOU HAVE ALREADY PURCHASED a necklace from me! People keep having babies (I have four kids, I know how it happens!), so I keep making jewelry. I do not list individual plates because my markup is too low to justify. But I am happy to make them for my valued and valuable existing customers.

Jump Rings on Bracelets and Necklaces.
Should you wish to remove a link on a bracelet, add a name tag to a mommy necklace, exchange the birthstone, etc, care should be taken to not distort the jump rings. Please contact me and I will send instructions on how this is best accomplished. I use mostly 16-gauge, heavy rings, so they are unlikely to distort or come apart without a pair of pliers or two involved!

Thanks so much for checking before you buy! I truly appreciate it!
♥Cindy

Etsy only allows me to accept payments directly from them, and it takes a full business day for me to receive payment. When I refund shipping, for example, I submit the request to Etsy and they issue your refund. I have no direct access to your payment method.

If you order a custom item and it requires more information, I will usually request it immediately. If there is no reply within 2 weeks, I will refund the entire purchase and cancel the order. Sometimes I do not realize the issue until it is on my bench, so your order may be delayed if I don't hear back quickly. With the Etsy app, it is easy to receive notifications about your orders and respond quickly to requests for more information!

There will be no REFUNDS for PERSONALIZED ITEMS for obvious reasons. The stamping is all hand-done and will not be perfect! If you want perfect, go to the mall and get it engraved. I will begin stamping only after payment is received in full! If there is a problem with your order, please let me know so that I can fix it...(and I will in most cases)...before your Review is placed. Please see REFUNDS Policy below. My customer service is very important to me! I have a lot of happy customers who return again and again!

CUSTOM, more pricey non-personalized orders may require a nominal down payment and the balance when ready to ship, and generally can be made and shipped within 1-2 weeks of your order. If I make a mistake in the stamping (please double check your notes to seller at checkout!), I will pay for any further shipping costs to correct your order. Most of my business is return customers, so please don't ask for an additional discount. My prices are fair, even downright low sometimes, and I always take care of my great customers in some way!

I value my time and my money, so I naturally expect that you value yours. But sometimes I see something out of my price range that I just MUST have! LAYAWAY is perfectly respectable. Let me know if you would like to split up payments and I will relist the item for you with divided payments. If items are not paid in full within 60 days, all payments are forfeit and I will withdraw your listing(s). Unless we make other arrangements. Please communicate with me. I prefer that payment is made in full within 30 days, but of course, I am open to other possibilities. Once again, items will not be shipped nor will custom items be started until payment is received in full. Thanks for understanding.

I ship all items First Class USPS, which I have found is quick and inexpensive, often as fast as Priority Mail. Faster shipment options and shipping insurance are, of course, available for an extra fee. If you are a local buyer, let me know and we can work out delivery/pick-up for no fee in most cases. I'll refund via the means with which you paid. For sketchy destinations (you know who you are) like South Africa, I will still use basic shipping with USPS unless alternate shipping arrangements are discussed and paid for in advance.

I ship quickly and conveniently from my home. Ready-made orders generally go out around 10am Mon-Fri. I can now print International postage through
Etsy, so no more long-distance delays. I have an erratic work schedule with 14 hour days, which is why I list up to 2 weeks for custom orders. I always try to ship more quickly, but sometimes it cannot be helped. Let me know if you're in a real rush and I will do all I can to make sure your OOAK handmade jewelry gets out PDQ! Also, if you select PRIORITY shipping, I will bump your order to the front of my daily to-do list.

CUSTOM order shipping: My current shipping times vary depending upon the season, holidays, and current height of my order stack. I make every attempt to ship custom items within 14 days of payment, but this may be delayed if I do not get replies to requests for clarification, payment for gemstone upgrades, etc. Please check my front page announcement : hillcountrysilver.etsy.com and click on the "read more" in the text at the top for current shipping times.

Inernational Shipping: please note that some countries may charge import taxes and will collect these before releasing your package. I state actual purchase price on my customs labels. Only rarely have people requested that I alter that price for customs. Please don't. Transit time is generally 10-14 days to most countries, but once I had an order destined for Canada get routed through Mexico (and significantly delayed). Once it leaves me, it is out of my control and I cannot request tracking for 30 days. If your item is late, I will do everything in my power to track it down. Update 3/2019: I just had another order to Canada that traveled all over the US, to Canada, and then to MALAYSIA before it ended up right where it was supposed to over a month later!

I am a bead addict, too, and I will make every effort to ship RTS purchases the next day. If I am unable to do so within 3 days (not counting holidays and Sundays), I will let you know in advance.

Please note-my items come in giftable hand-embellished, recycled kraft boxes. The envelopes, however, may not look so hot. I RECYCLE all my mailers if I can. If there are any little plastic bags in your order, be assured that I have not purchased them, but am re-using bags that I've received with gemstone purchases. Not necessarily pretty, but we might save a tree or two in the process! If you are a reseller, I pack as many items as possible in plain boxes so that you can reuse them. Just ask...

Other Services.
I no longer do light jewelry repair in general, tumble-polishing (super-shiny, but not all stones and metals can be polished without some risk!-please convo me with details first), and oxidation for a nominal fee, plus you pay shipping costs. It's usually simple and quick, but takes time away from creating jewelry, which is my love and my therapy every day.

As for custom orders, I love the challenges! Bring 'em! I have worked with several really nice people and made some pretty cool stuff. Check my sold items and my feedback to see what sold and what the buyer thought of the experience! I've had fun every time!

The best place to see custom items is in my "sold" section. Most of these items are identified by "reserved for" or "custom listing for". No guarantees, but I might be able to reproduce a fair copy of something I've already made if you see something you love...

♥Again, thanks for checking my policies before you buy! Have a wonderful day!
=)Cindy

I will only use your information as needed to complete orders or to contact you regarding existing orders or to reply to inquiries. No emails ever, and I won't share your information. Rarely, I might send an Etsy conversation about a sale or promotion in my shop. If you have provided Etsy with personal information, they may treat your information differently as disclosed in their privacy policy. This is beyond my control and Etsy Admin must be contacted directly to change this.