FAQ'S & SHOP POLICIES

You can purchase from me directly through my online shop or find my jewelry in brick & mortar shops.

~Collection Releases & Other  (this website)

~The Painted Moose, Bragg Creek, AB

~Village Arts, Invermere, BC 

~Local Markets (please sign up for my newsletter to be notified)

​~I have Gift Certificates! Any denomination is possible​

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I offer gift wrapping for a $5 flat fee and I can ship the gift directly to your loved one upon request.

In addition, I can write your custom gift note with the package (no charge even without the purchase gift wrapping).

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~Free shipping within Canada on anything less than 2cm in thickness (I will notify you if your piece is oversized and applicable shipping charges). Oversize packages are typically $16

~Packages are shipped via Canada Post (no tracking or insurance) unless requested otherwise with a pre-paid shipping upgrade. Parcels usually arrive within 3-5 business days.

~Pre-made pieces will be shipped out within 2 business days of payment being received. Custom pieces range in time for craftsmanship.

~Orders are packaged in an eco-friendly box to protect your jewelry from damage during delivery. If there is any damage during delivery, please notify me right away.

~Package not arrived? We will need to wait 10 business days before taking any action in case of postal service delays. 

~Flat Rate of $5 shipping to the USA on anything less than 2cm in thickness (I will notify you if your piece is oversized and applicable shipping charges.

~Free shipping to the USA with a minimum purchase of $40CAN

~Packages are shipped via Canada Post with tracking to the USA. No insurance is provided unless it is requested with a pre-paid shipping upgrade. Parcels usually arrive within 7-10 business days.

~Any customs charges/tariffs that your country places on a parcel are the responsibility of the customer.

~Pre-made pieces will be shipped out within 2 business days of payment being received. Custom pieces range in time for craftsmanship.

~Orders are packaged in an eco-friendly box to protect your jewelry from damage during delivery. If there is any damage during delivery, please notify me right away.

~Package not arrived? We will need to wait 17 business days before taking any action in case of postal service delays. 

My objective is to provide a very satisfied and happy customer.  If you are not happy with the product, I would like to know why so we can discuss options.

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~I do not accept returns on any custom order, but let's chat about what we can do to resolve any issues or concerns.

~Refunds will be given for pre-made pieces (not custom items). I will need to be notified right away if you wish to return any product. 

~Undamaged and unworn items will be refunded once the item has been received by Stone Willow.

~It is the responsibility of the customer to pay for shipping charges on all returns unless the product was damaged during postal delivery.

~Refunds will be made via the same payment method.

~Earring components that pierce the ear are non-refundable due to health concerns, therefore, a portion of the cost will not be refunded ($2 – $5 depending on earring component) . 

Stone Willow Jewellery is handmade with love and attention to detail from a selection of semi-precious gemstones, Sterling Silver and on occasion: Swarovski Crystals, fresh water pearls, lampworked glass, copper and more. 

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~A one year guarantee for all manufacturing defects is in effect to ensure that you are satisfied with the craftsmanship.  This guarantee does not cover normal wear and tear or the neglectful care of the jewelry. 

~I want my customers to be happy and satisfied with their purchase. 

~Note that all pieces are handcrafted and may have variations due to craftsmanship and/or inclusions and colors of natural stones.  This is what makes Stone Willow Jewellery unique with personality.

Custom work may be considered pending my work load and the request being made. 

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~If the request is within my scope of expertise, I would be happy to create a design with you. 

~Custom work consults are an additional $35 to cover the costs of design time, stone selection and communications during the process of these discussions.

~Pending my current work load, I will discuss time frames with you for custom request.

~I don't rework any other artist's jewelry designs. My custom work is from scratch. If you have a stone that you wish to have re-designed into a new piece, I'll need to see the stone to determine if this is within my scope to design with.

~Please don't ask me to copy another artists work or in return, ask another artist to copy my designs. 

Sterling Silver can tarnish when oxygen and moisture react with the metal.  To prevent tarnishing and to keep your sterling shiny and new looking, keep your jewelry in an airtight container or bag with an a moisture wicking material such as a piece of carbon paper, a carbon filled capsule or a silica pack  (found in dry food packages).

 

~For  minor tarnish on sterling, wiping the metal down with a jewelers polishing cloth will retain the original shine. 

~For tougher to remove tarnish, a gentle sterling silver cleaner will work.  Avoid using toothpaste as this will scratch your silver. 

~For a chemical free alternative – my favorite way of cleaning – purchase a fine brass bristle brush at your local lapidary store and brush your jewelry with some liquid dish soap and water.  Let the jewelry dry thoroughly before storing. You can send me a request to purchase a brush as well. They last for many years. 

~I supply you with a small polish pad with a purchase of my one-of-a-kind necklaces, bracelets and rings. If you'd like to purchase extras, I'm happy to sell these as well. Avoid polishing your gemstone with the polish pad as it is chemical based and may cause damage. 

~Avoid wearing your jewelry in chlorine swimming pools as this reacts with sterling silver and may cause damage to sensitive gemstones.

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If by chance you have damaged your piece of jewelry or lost an earring, please send me a note along with photos. I will do my best to create a matching earring or repair your piece. 

I don't typically repair other artists work.

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~Charges for repair will be based on my labour and material costs

~Depending on the damage, the piece may need to be re-worked or re-made

~Ring sizing - once a stone is set, I don't do ring sizing. If the band is a simple band, I may be able to size the ring up slightly by adding some hammer texture to stretch the band. Please make sure that you have your correct size ring in US/CAN sizing prior to ordering.

To find your bracelet fit:
Measure wrist measurement with a soft measuring tape.
For a snug fit, add 1/2″
For a comfort fit, add 3/4″-1″
For a loose fit, add 1″-1 1/4″
If you don’t have a soft measuring tape, use a piece of string to tie around your wrist. Cut or mark off where the length would overlap. Lie the string flat on a ruler to get your measurement.

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To find your ring size:

I sell adjustable and reusable ring sizers for $2CAN

As an alternate option, you can meet me locally in Bragg Creek to have your finger sized or you coul visit your local jewelers shop and ask to have your ring size checked. 

Your personal information is always kept in confidence and is not shared with any third parties.

Credit Card information is used through a secure server and is not saved or collected.

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This is a Wix based website which features the highest international privacy and security regulations.

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