FAQ's & Return policy
Do you offer local pick up?
Yes! Just select the "customer pickup" option from the shipping methods.
Custom Orders
While I pride myself on my distinct niche and style, I am delighted to offer custom orders!
Whether you're looking for a bespoke piece to complement your collection or a unique gift that resonates with you, I am here to bring your vision to life.
How to Place a Custom Order?
Contact Me: Reach out with your ideas, inspirations, and any specific elements you'd like to include in your custom piece.
Collaborate: We'll work together to refine the design, ensuring it aligns with both your desires and my signature aesthetic.
Creation: The time required to complete a custom order varies depending on the complexity of the design. Once the design is finalized, it generally takes between 2 to 4 weeks. I will provide an estimated timeline when you place your order.
Q: Can I request specific gemstones for my custom piece?
Yes, you can! I offer a variety of gemstones, including opals, turquoise, amber, and more. Let me know your preferences, and I will do our best to accommodate your request.
Q: How much does a custom order cost?
The cost depends on the complexity of the design, materials used, and the time required to create the piece. I will provide a detailed quote once we have all the necessary information.
Q: Is there a deposit required for custom orders?
Yes, we require a deposit of 50% of the total cost of the piece to begin working on your custom piece.
Q: Can I make changes to the design once the work has started?
Minor changes can be made during the initial stages. However, significant changes may affect the timeline and cost. It's best to finalize the design before we begin crafting.
Q: Can I track the progress of my custom order?
Absolutely! I will keep you updated on the progress of your order and share photos of the work-in-progress if desired.
Q: What if I'm not satisfied with the final piece?
Your satisfaction is my top priority. If you are not happy with the final piece, I will work with you to make adjustments or offer a solution that meets your expectations.
Get in Touch
Feel free to browse my collection for inspiration and contact me to discuss your custom order. Let's create something unique and beautiful that you'll treasure forever.
Returns and Refunds Policy
Return Eligibility:
Items must be returned within 14 days of delivery. Items must be in their original condition and packaging, unworn and unaltered.
** Custom orders and personalized items are not eligible for returns unless there is a defect or error in the order. **
How to Return an Item:
Contact us at [[email protected]] to initiate the process. Please provide your order number, pictures and reason for return.
If your return is approved, you will receive instructions on how to send the item back.
Return or exchange Process:
Once the item is received and inspected, we will notify you of the approval or rejection of your claim.
If approved, your refund will be processed via Donum Terra gift card.
Defective or Damaged Items:
If you receive a defective or damaged item, please contact us within 14days of receiving your order.
I will arrange for a replacement or refund, including covering the return shipping costs for defective or damaged items.
Exchanges:
I only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact me at [[email protected]].
Non-Returnable Items:
- Custom orders and personalized items
- Gift cards
- Items marked as final sale
Shipping Costs:
Please note that return shipping cost is the buyers responsibility.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Warranty Policy
Warranty Coverage:
Every Donum Terra piece comes with a [lifetime] warranty from the date of purchase!
The warranty covers manufacturing defects and craftsmanship issues, such as broken clasps, loose gemstones, and faulty settings. Please note that this warranty is subject to availability of materials.
What we would charge a repair fee for:
- Normal wear and tear, including scratches, dents, and tarnish.
- Damage caused by improper care, accidents, or misuse (i.e. jewelry worn in chlorinated pool, in a hot tub, salt water, etc.).
- Alterations or repairs made by anyone other than Donum Terra.
How to Make a Warranty Claim:
Contact me at [[email protected]] to initiate a warranty claim and provide your order number and a detailed description of the issue.
I may ask for photos of the damaged item to assess the problem.
Repair or Replacement:
Once Ireceive your warranty claim, I will evaluate the issue and determine the best course of action. If the item is covered under warranty, I will repair or replace it at no cost to you.
If the item is not covered under warranty, we will provide you with an estimate for the repair cost.
Shipping Costs:
Please note that you will be responsible for shipping costs when sending the item for evaluation or repair.
If the item is covered under warranty, we will cover the return shipping costs.
Limitations:
The warranty is valid only for the original purchaser and is not transferable. The warranty does not cover loss or theft of the jewelry.