I want you to be delighted with your purchase, so if your order does not meet or exceed your expectations, please contact me right away so we can discuss options. I strive to give excellent customer service at all times.
ORDER CANCELLATIONS: Cancellations are generally not accepted. Exceptions may be made if an order has not been started and/or shipped. Restocking fees may apply to all approved cancellations. Restocking fees will also be charged if you attempted to cancel an order (but are unsuccessful because the shop has already processed your order) and then you return it after receipt.
EXCHANGES/RETURNS/REFUNDS: Please contact DbLL within 3 days of receipt of your order if you need to return or exchange an item. RETURNED ITEMS MUST BE PRE-APPROVED BY THE SHOP. Unapproved returns may be refused or restocking fees may be deducted from the total of your original purchase. Jewelry returns may be accepted within seven (7) business days of the original delivery date indicated by USPS tracking. All other items must be returned (shipped back) within 14 days of receipt (delivery day). Refunds may not be available on custom orders, sale items, rush orders or on certain items that are made to order. Returned items (for exchange or refund) must be in the original condition in which shipped and items cannot be visibly worn or altered. DbLL reserves the right to issue partial refunds at the shop's discretion if items are not returned in the original condition. DbLL also reserves the right to decline returns if the shop did not give prior approval for the return or if items are lost or damaged due to customer re-packing and shipping. DbLL recommends adding insurance to your return package. Refunds on approved returned items will be given in a timely manner, upon receipt of approved returned items and in the original form of payment. An attempt may be made to send replacement items (when possible) if items are received damaged. This may not be possible in all cases (i.e. original paintings, vintage materials, one of a kind jewelry, or limited stock fabric). *** Refunds and/or replacements may not be made or sent if the shipping provider (USPS) tracking confirms that a package was delivered at the shipping address you provided. I will attempt to work with the USPS if you do not receive your package and I may be able to file an insurance claim in some cases (depending on method of shipping). This also applies to returns and exchanges. If DbLL does not receive your returned or exchanged item(s), DbLL will not issue a refund and will not replace the item at DbLL cost.
SHIPPING FEES ON RETURNS & EXCHANGES: Shipping fees (original shipping fee and return shipping costs) will not be refunded on exchanges or returns unless an item is received damaged or an error was made by DbLL. Buyer is responsible for proper repackaging, shipping and insurance fees (recommended) to return and/or exchange item(s). Buyer is also responsible for DbLL return shipping fees on all exchanges and resized/restrung items (unless need for exchange/resizing/restringing is due to a defect or error made by DbLL).
ITEMS DAMAGED DURING SHIPPING: Receipt of damaged items is extremely rare, but unfortunately, it happens from time to time. Please contact the shop within 48 hours of receipt if there is an issue with your order. Damaged items that are repairable will need to be returned to DbLL and repair will be offered when possible. Otherwise, a damage claim may be made if your order was insured.
UNDELIVERED/MISSING ORDERS: Customers are responsible for entering correct shipping addresses when making purchases. DbLL is not responsible for undelivered/lost USPS packages, USPS packages delivered to incorrect addresses entered by customers or undelivered packages sent to addresses that are flagged as unconfirmed USPS mailing addresses provided by customers. Replacements and/or refunds may not be given for items marked delivered by the USPS. ***Please note: DbLL is not responsible for undelivered packages mailed to APO addresses. Priority Mail packages will be insured.
JEWELRY DAMAGES AFTER RECEIPT/WEAR: If DbLL determines that an item has been damaged due to manufacturing defects other than general wear and tear or customer damage, jewelry repair, refund or replacement options will be offered. If you break or damage an item, lose a pompom or ruin a tassel, DbLL will offer a restringing, repair or pompom/tassel replacement option to you at a small fee plus the cost to ship your item back to you. Bracelet exchange/resizing is available (at a very small fee if resizing), plus return shipping, should you decide you need a different size than what you ordered. Please keep in mind that replacement of some materials may or may not be an option, depending on stock and availability at the time. DbLL cannot be responsible for "lost" earrings that are not properly fastened or fall out of your ears or tassels that fall apart due to rough handling, improper storage, water damage or pulled threads, etc. Silicone backs are provided with hook and some hoop style earrings. Please use them so you don't lose an earring. DbLL is also not responsible for earrings or components that fall apart because rings are pulled apart or for earrings that break or bend due to excess force (including posts). Returns and refunds will not be accepted for wire-strung necklaces that are broken due to too excessive bending or improper storage. See separate information tab on Jewelry Care Tips.
BRACELET & NECKLACE SIZING/BREAKAGE/RESIZING/RESTRINGING: Bracelets are hand-strung and are sized with a professional bracelet sizing mandrel. Professional sizing this way is often different than measuring length in linear inches. You will receive the size you ordered, so please measure your wrist accurately and consider how you will want your bracelet to fit (snug or loose). Most of my bracelets are offered in several sizes, including half sizes (1/4” sizes available upon request in some cases). Please keep in mind that spacer beads (gold or silver depending on design) may be used to either hide knots in stretch cord or to add additional length to get a specific size depending on the sizes of the beads used and length ordered. I will happily resize bracelets for free or for a small $5 fee (depending on design and complexity of restringing) if they are too snug or too loose, but please keep in mind that they are made to the size you ordered. DbLL is not responsible for your return shipping or shipping cost back to you after an item is restrung or resized. Necklaces are measured in linear inches and I do not use a sizing mandrel for them. Broken wire on necklaces is not considered a design defect. Wire used is very strong, but excessive force or bending can snap it, especially with heavier materials. Necklaces can be restrung for $10-15 (depending on complexity of design and materials), plus shipping.