A little piece of my heart and soul is included in every item of Amy Ambrose jewellery; I hope that you are always happy with your purchase but in the unusual event that you are not, please apply the following policy:
Custom order/commissions terms and conditions
Commission lead time is currently approx. 6-10 weeks and commences when full payment has been received and details of the commission have been finalised.
Deposits are non-refundable, with no exceptions. I do not accept cancellations on accepted commissions. If you cannot complete your full payment for whatever reason, please contact me.
Commission details must be finalised within one month of receiving the deposit or else a new deposit is required to hold a commission.
Custom made items cannot be accepted for returns unless they are faulty.
I make rings in US (numbers) standard, half and quarter sizes. It is your responsibility to provide your correct ring size when placing your order.
PLEASE SEE BELOW FOR MORE INFORMATION ON PAYMENT PLANS and CANCELLATIONS FOR COMMISSIONS.
Note: Amy Ambrose is about rustic, organic textures that tell a story of how it was made. I like to include "the maker's hand" in all my pieces and intentionally leave in strike marks, filing textures and hammering impressions which makes each piece totally unique. If this is something you appreciate then you will love your Amy Ambrose piece.
You can expect communications from me in the beginning to finalise the details of the piece. Once you have made full payment and signed off on the final design and details of the piece then I will begin work to create your custom design, the next communication will be to let you know your piece is finished.
No revisions can be made once the final details of the design have been confirmed by you.
I do not provide progress updates but will endeavour to take photographs during the fabrication process which I will provide when the piece is completed. Once I have photographed your piece, it is lovingly packaged in a smart presentation box and shipped to you with insurance and tracking. This completes the creative process and you can be happy in the knowledge that your perfect piece of jewellery is safely on its way to you.
In the unusual event that the full lead time has lapsed and you are wondering where your piece is, please contact me if I have not updated you on the situation. Unfortunately I am unable to give a specific date as to when your piece will be finished, I am so grateful for my client's patience in regard to this.
Please allow an additional 3 weeks of lead time during the months of November and December if your commission lead time falls within this period.
I do not offer payment plans except through Shop Pay Installments up to $3000
I do not accept cancellations for commissions, with no exceptions.
Deposits for securing gemstones made available for commissions are due immediately and are non-refundable with no exceptions. This is so that other customers can be notified it is not longer available.
Ready to ship items may only be returned if you contact me within seven days of receiving your item and request a return. You must return the item in its original unused condition and original packaging within seven days of receiving it, regretfully this does not apply to earrings.
Returned items are not eligible for a refund but can be returned for store credit toward other ready to ship items, it cannot be applied as credit toward a custom order.
You are responsible for the cost of return shipping and must insure the item for what you paid for it. I am not responsible for lost packages. If you feel your return package has been lost in transit please contact me and let me know you have begun the process of locating it within the mail carrier's system. Only the sender can begin this process.
If for whatever reason you are unhappy with your final piece, please communicate with me and I will do everything possible to make sure you are 100% happy. Your piece comes with a lifetime warranty, no matter what!
Deposits for all other commissions are due within 24 hours of request.
Custom made items cannot be accepted for returns unless they are faulty and in that circumstance will be assessed for repair.
If you need to return your jewellery for repair, you the customer are responsible for returning the jewellery in its original condition, including gift box and at your own shipping cost.
Regretfully earrings cannot be cancelled and returned, for hygiene reasons.
If the jewellery is damaged during the shipping process, please take a picture of the item as well as the packaging so that I may know how to improve packaging in the future. I also require this information to claim insurance from the shipping company.
If the jewellery is lost in transit, I will put in an insurance claim for the value of the piece against the chosen postage provider. In most cases I will use USPS for all national and international orders and will do so with the relevant insurance. For higher value pieces it's possible I will use FedEx or an alternative. Unfortunately I cannot refund the amount until the insurance claim has been submitted, assessed and paid out by the relevant provider.
It is your responsibility to provide the correct shipping address. If a piece is lost due incomplete or incorrect shipping information, I will make all attempts to contact the shipping provider and find the item, however I can make no guarantees the item will make it to you.
Any refunds (on non-custom made items) will be refunded back into your chosen payment method of PayPal, credit card or bank account.
If you the customer files a dispute with your bank regarding a payment made toward a commission, it acts as an automatic cancellation and you will lose all payments made up until the current day plus the commission.
If you as the customer request a false chargeback on a payment you have made, this will be contested with your bank and payment provider, by Amy Ambrose, with evidence of the transaction and all communications regarding the commissioning of a custom item of jewellery. The demonstration of prior communications will result in investigation by your bank/payment provider and may affect your credit rating.
Failure to reverse a false chargeback will result in the loss of any and all payments made up until that point and it will also be reported to the payment provider as a suspected fraudulent act.
Any false chargebacks that are not reversed within a timely manner will result in a loss of all payments made and no further business will be made with you.
If Amy Ambrose cancels your commission due to no fault of your own you will be refunded all payments including your deposit.
All ready-to-ship jewellery will be sent within 1-4 business days after full payment being received in PayPal, Direct Checkout or Bank Transfer. Payment must be made in full before goods can be dispatched.
All shipping is made using USPS or FedEx from the USA. Standard delivery could take between 5 and 28 business days and is trackable. Please allow for this time period before worrying where your item is but please contact me if you are concerned.
Please be aware that shipping times can occasionally take longer due to postal strikes, weather conditions and other circumstances out of my control. Amy Ambrose is not responsible for any lost parcels, or incorrect addresses so please ensure you provide the correct shipping address.
If you require a faster delivery service please let me know and I will try to accommodate that.
If your address changes in between ordering and shipping your item, it is your responsibility to provide the correct and full address so that it can be copy and pasted into your shipping address info. Failure to correctly display your address may result in a returned item by the shipping provider and further shipping times and charges.
Please note: as the buyer you are responsible for the Customs charges and taxes for your country. Charges made by any destination country are the sole responsibility of the buyer, please be aware of potential customs fees. I cannot amend the value of the piece on any customs forms as it will void insurance.
Always make your jewellery the last garment you put on and the first thing you take off. Necklaces and rings tend to catch on clothing and can be easily damaged. I will always repair your jewellery but this small practice will minimise any damage potential.
Never wear your jewellery during sports or doing rough activities and never keep jewellery in your trouser pockets as it will certainly become damaged when sitting down.
I recommend that you remove your jewellery before using any cleaning chemicals, beauty products, washing and showering. This will minimise the potential for damaging your jewellery.
Always store your jewellery so that it is not rubbing up against any other jewellery items. I suggest keeping it in the gift box provided.
If your jewellery is oxidised, the patina will wear away away over time and will eventually reveal a brighter piece underneath.
If you want to remove tarnish from sterling silver use a soft polishing cloth such as a Sunshine cloth to remove light surface scratching.
You jewellery is covered by a lifetime manufacturer's warranty and will be assessed by me, Amy Ambrose to determine any damage.
If damage is determined to be at the manufacturer's fault then will be repaired free of charge by Amy Ambrose.
If damaged is determined to be at the customer's fault then it will be repaired at cost to the customer.
All return postage is to be paid by the customer.