ember&onyx terms + conditions
COVID-19 POLICY UPDATES
To minimize trips to the post office and exposure, we are batching our shipments into 1-2 deliveries per week. All jewelry is made and packaged by clean and healthy hands.
SHIPPING POLICIES
Please allow 2-5 business days processing time before shipment. During this time, ember&onyx only ships within the United States. All orders will ship with USPS and once shipped, customers will be notified via email with an order confirmation and tracking information.
If you are in need of rush shipping, please send us an email using our contact page and we will do our best to accommodate. We would love to work with you for time sensitive shipping, so please reach out.
RETURNS
If for any reason you are not happy with your purchase, please contact ember&onyx via email within 14 days of receiving your order. Returns must be sent back unworn, and in their original condition and packaging. Shipping costs cannot be refunded.
REPAIRS
Jewelry is delicate! Even when treated with care, snags can happen. We are happy to accommodate any possible repairs on your ember&onyx pieces. For repairs, please use our contact page to reach us. Unfortunately, some repairs may not be possible, and all repairs may be subject to fees for materials or labor. The customer is responsible for all associated shipping fees. We do not offer repair services on jewelry from other designers.
COMMISSIONS
Special orders will be accommodated whenever possible. Many pieces can be made with minor adaptations in terms of the stones used or lengths. If the piece you are looking for is not listed, it may be available by special order. We primarily work with brass and 14k gold filled materials, and will accept some custom orders requested in solid gold. We do not currently offer any sterling silver pieces. To place a custom order, please reach out through our contact page.
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