FAQ

 PAYMENT OPTIONS 

We accept all major credit cards and electronic checks through PayPal. We also accept payment via e-transfer, simply contact us via e-mail at hello@hellojex.com. You are not required to have a PayPal account to order, it is merely used as a secure way to submit payment. Please get in touch with me beforehand if you require a special or made-to-order item. Special-order and made-to-order items will be started upon receipt of payment. 


       SHIPPING & HANDLING 

Flat Rate Priority Mail Shipping: We ship Royal Mail, after the first item, there are no additional shipping and handling costs for multiple items to the same address. We try our best to send out all orders within 3 - 5 business days. Because our jewelry is handcrafted, there may occasionally be delays in production, but we will inform you if an item is backordered. You will receive an e-mail confirmation once your order ships however, we do not supply a TRACKING NUMBER. -Packages within the United Kingdom should arrive in about a week of shipping. -Packages within Europe generally arrive within 1-3 weeks of shipping. -All International orders should expect to receive their items within 2-6 weeks of shipping. **Also, US and International orders may take additional time to clear customs. 


PACKAGING 

Your item will arrive ready for gift giving inside of a recycled kraft paper gift box. We make every effort to safely wrap for transit and to reuse packing materials where we can. GIFT GIVING: If you are sending a gift directly to someone, leave instructions in the comments section at checkout and we will enclose a small tag with your message. CUSTOMER SERVICE Please direct all questions and inquiries to: info@hellojex.com. Please note that our general business hours are Mon-Fri, 9-5PM EST when awaiting a response. 


MATERIALS 

JEX Studio items are listed as either sterling silver, oxidized sterling silver, vintage brass, gold or rose gold vermeil (a thick layer of gold over a sterling silver core), polished cast brass or polished cast bronze. The nature of all metals causes them to develop a natural patina over time from exposure to oxygen, moisture, and chemicals in the skin. If you would like to discourage the tarnishing process, wear them often, keep jewelry items clean and dry, and store in an airtight container like a ziploc bag. If tarnishing occurs on sterling silver pieces, clean with gentle soap and water, lightly rub gently with a soft polishing cloth. Keep vermeil jewelry clean and dry to prolong the plating. To clean gold vermeil pieces, rub gently with a clean, soft cloth and avoid using chemical cleaners. Polished bronze and brass may become warmer and darker in color developing a natural patina over time. To return a polished finish to brass and bronze, use a polishing cloth or Brass cleaning product. Each piece is handcrafted using the best materials and although we make every effort to ensure the colors and sizes are accurate, there may be slight variations due to the handmade nature of the materials. 


RETURNS & EXCHANGES 

If you are not satisfied with your order, items purchased on www.jexshop.bigcartel.com may be exchanged within 5 days of receipt for an item of equal or lesser value or for a credit towards a future purchase. Before returning your item, please first send a brief e-mail to info@hellojex.com and include your name, the item, and invoice number. Please note, we cannot accept returns or exchanges that were purchased from any other retailer. For your protection, please pack your return item securely and return your order with an insured track-able courier and retain your receipt. JEX is not responsible for items damaged or lost in transit. Please include a note with your name and invoice number and once we receive your return, your account will be credited for the merchandise amount. We cannot refund shipping charges on return items. We are unable to accept returns of worn or damaged items. **Custom orders are final sale and unfortunately I can not accept returns on these items. 


REPAIRS

Caring for your JEX jewelry begins with proper wear: knowing when to put it on, when to take it off, and when to have it serviced by a professional. We’ve created these instructions with JEX jewelry in mind, but you can apply them to all of your jewelry. As a general rule, if you're unsure about whether it's a good ides to wear your jewelry in a given situation, choose the safer options and remove it. JEX is always available to consult with you about any care questions. You can reach us at info@hellojex.com.

Although it can be tempting to wear your jewelry all the time, please REMOVE rings, necklaces, and earrings when: 

• Exercising: any strenuous activity including cardio, yoga, lifting weights, etc. 

• Showering or bathing 

• Sleeping. Not many people expect this one, but it is important! The extended heat and pressure that occurs during sleep can wreak havoc on delicate jewelry. Keep a jewelry appropriate container next to your bed so that you can remove everything every night. 

• Applying perfumes, lotions, oils, makeup, or hair products 

• Cooking, baking, or doing dishes 

• Cleaning, especially with bleach or other harsh chemicals 

• Swimming 

• Gardening 

• Painting, throwing pottery, etc.

Avoiding impact, pressure, and extreme temperatures is crucial to the maintenance of your jewelry. Brass, silver and gemstones, and even crystals can chip, crack, scuff, or scratch if they’re knocked hard enough or at the wrong angle against another object. Harsh chemicals such as bleach can pit metals and weaken settings, causing loose or lost stones. Chlorinated water can also react chemically with metals, changing the color or weakening settings. Even something as simple as extended time spent in water can harm jewelry, even if the damage is not immediately apparent.

Depending on your lifestyle and occupation, it may not be best to wear your jewelry during working hours. Direct contact with potentially damaging materials is a daily reality for many. Professionals in the food, art, or medical industries, for example, may use their hands much more actively than those with office jobs. Please consider our care instructions and decide whether your workplace is safe for your jewelry.

 We will repair items purchased through www.jexshop.bigcartel.com within 30 days of purchase. Please note that JEX is not responsible for shipping charges on repair items. Please contact us first for repair authorization at: hello@hellojex.com

 PRIVACY POLICY  We will not sell, share or trade any information you supply to us with a third party either from transactions on this website. 


PRICING

 It is possible that prices are subject to change due to fluctuations in the precious metals market. Please note that sales, promos, and coupon codes are only valid during the dates as stated in the offer and we are unable to do any price adjustments. 


THANK-YOU 

Thanks so much for your order and support of independent design! 

If you have any questions regarding wholesale or consignment accounts please contact JEX at: info@hellojex.com