Do you have questions for us ? Here are some answers to the most frequently asked questions:
1. What materials are your jewelry made of?
Our jewelry is crafted from high-quality materials such as 925 silver and precious gemstones to ensure durability and beauty.
2. Do you offer customization options?
Yes, we offer customization services for many of our pieces. Stones can be chosen to your liking according to what I have in stock at the workshop.
We also offer a full custom service independently from the pieces already proposed, depending on the project, email us with it at sulfurstudio6@gmail.com
3. How do I care for my jewelry?
To keep your jewelry looking its best, we recommend storing it in a jewelry box or pouch when not in use and avoiding contact with harsh chemicals or perfumes.
You can also refer to our "care & warranty" section on the website for further informations.
4. What is your return/refund/exchange policy?
Return
We have a 14 day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging. You'll also require proof of purchase.
To start a return, you can contact us at sulfurstudio6@gmail.com. We will assess your request and if your return is accepted, we’ll reply with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note, we do not offer a free returns policy, therefore the customer is responsible for the cost of return postage.
Any item purchased on sale is not eligible for a refund, instead we are happy to offer store credit or an exchange (of equal or higher value), within the 14 day return period.
Custom pieces, gift cards, resized items, sale items are not eligible for returns.
Refund
We will only refund orders of full price items within the 14 day return period, where the item/s have not been worn and are in original condition.
We will notify you once we’ve received and inspected your return to let you know if the refund was approved. Once approved, you’ll be automatically refunded within 10 business days.
If more than 15 business days have passed since we’ve approved your return, please contact us at sulfurstudio6@gmail.com.
Exchange
Rings are not eligible to exchange unless your size is already in stock for the other item and don't require us to make another ring from scratch. If you ordered the wrong size it's simpler to use our resize service.
If you ordered a necklace, earrings or ornaments, I'll be happy to exchange it with any items including rings of same price value or higher depending on the stock available.
5. How can I determine my ring size?
We provide a ring size guide on our website to help you find the perfect fit. You can also visit a local jeweler to have your finger professionally measured.
6. Resize Service
All purchases include one complimentary resize, applicable for adjustments within 2 sizes up or down. For any required resize beyond this range, on additional fee might be required, for any question contact us at sulfurstudio6@gmail.com.
The ability to resize a ring may depend on the overall design of the ring; the settings, metal and stones.
The complimentary resize is only valid for 14 days from the date of purchase. Please allow up to two weeks for your piece to be resized before shipping/collection.
All other resizes require a 50€ fee and will take up to 2 weeks.
Please note we do not accept returns on any items that have been resized, however we will happily exchange pieces if your correct size is available.
7. Can I wear your jewelry in the shower or while swimming?
We recommend removing your jewelry before showering or swimming to prevent damage from exposure to water and chemicals but as it is silver it is by definition waterproof.
8. How can I contact customer service for further assistance?
If you have any additional questions or need assistance, I am available to help. You can reach me via email or on instagram.
9. How long until I get my order ?
The making of your order can take 3-6 weeks depending on, how busy I am in the workshop, then, the size of your order and where I'll be shipping it to. But don't worry I'll always do my very best to get your precious pieces to their new home as fast as I can !
10. Repairs
We offer a 12-month warranty for all items. We will either exchange your item if there is a manufacturing fault, or offer a complimentary repair within the 12 month warranty period. Please contact sulfurstudio6@gmail.com if you believe your item is faulty and we will conduct an assessment of the item. You'll need to provide your receipt or proof of purchase to access this service.
Please note, any repairs or alterations made by a jeweller outside of our studio will void the warranty.
Damages outside of the 12-month warranty will need to be assessed and a quote will be provided for the work required. Please follow our care instructions carefully to ensure you look after your jewellery properly as our warranty excludes coverage due to wear and tear and/or negligence.