YOU’VE GOT QUESTIONS, I’VE GOT ANSWERS
Learn more about what makes AshTree Chains a unique and stylish jewelry boutique. I am committed to making your experience great, and I’ll be here to answer any of your questions. Have a look at the set of common questions I get from my customers, if you don’t find the answers you’re looking for be sure to contact me today.
The tracking says my order was delivered but I don't have it. Help?
It does not happen often but packages are sometimes miss-delivered. I recommend that you check the following:
members of your household
local post master
If you are not successful in recovering your package, please contact me and I will work with you to find it/replace it/reship it.
Why hasn't my order shipped?
Many of my items are made just for you, once you order. Let me know your deadline when you check out, or contact me with your emergency and I will do my best to get your order completed on time. If there is something wrong with your order, please contact me within 14 days and I will work out the issue with you.
Do you do custom and personalized orders?
I love custom requests and look forward to working with you to make your purchase uniquely yours. I would be more than happy to make your wish come true!
Feel free to contact me for any specific orders. I can create new color combinations of any product in my shop, necklaces to match any bracelet or earrings, and can create new weaves of chainmaille if you are looking for something particular. Once we have discussed the details (such as material, length, price, quantities, etc.) I will let you know an approximate cost/time and we can continue on from there if you wish.
On custom orders (new designs, large projects, etc.), I require a 50% deposit before any materials are ordered to fulfill the order and before I begin any work on the order, including design/layout. Final payment due upon completion and before item will ship. Shipping/Delivery charges not included in design quote.
I broke my clasp. Can you help?
I have a Lifetime Workmanship Warranty!* I take my craft very seriously and hold myself to the very highest of standards. My warranty does not cover loss, abuse, or neglect; such as the following:
I dropped it in the garbage disposal!
It got ran over by a vehicle!
An animal got it!
*this warranty only applies to MY lifetime!
I am an International Customer. What shipping services do you use and what about duty?
Orders are shipped USPS. All customs duty fees and taxes are the responsibility of the buyer. I do not mark international orders as "gift", or with any value other than the amount you pay; I could face heavy fines and/or lose my business license. YOU are responsible for all TAXES and DUTY owed. Please check with YOUR countries laws about restrictions and thresholds. You may want to consider keeping your order values low.
What if I want to cancel my custom order?
If cancelled within 24 hours of deposit payment: full deposit refund less the cost of any work done or materials already ordered.
If cancelled later than 24 hours of deposit payment: no refund will be issued unless absolutely no work has been started and nothing has been ordered yet.
If more work has been done than the deposit covers, you will be billed for the cost of materials and all of the work done on the custom item.
I apologize for any inconvenience this may cause and I thank you for your understanding.
What if I have a metal allergy?
All of my jewelry is made with bright aluminum, anodized aluminum, stainless steel, enameled copper or high quality brass or jewelers copper. Clasps and earrings that I currently have on hand are primarily plated brass or and iron/zinc alloy. They are all nickel free. I can also purchase clasps of the same material as your customized piece of jewelry, however if there is a metal allergy let me know in the description when placing your order or send me a separate message and I will do my best to accommodate.
I work in a smoke-free home with small dogs. I do my best not to have any dander in the packages, but I honestly cannot promise that none will be present. If there is an allergy to dogs, please let me know when ordering, I will clean and package your product away from the dogs.
What do you do with my information?
I will not sell your private information. I will only use your shipping address, billing address, and contact information for the following:
To communicate with you about your order
To fulfill your order
For legal reasons (like paying taxes)
Do you do gift wrapping?
All of my products ship in a decorative baggie wrapped in tissue paper. Care instructions are also included in the package. If you would like a gift box or other type of packing, let me know and I will see what I can do. Extra packaging may incur fees on your part to cover the cost of obtaining materials, you will receive an invoice if that is the case.
If the product is a gift to be sent directly to the recipient, please send me a note when placing the order.