All sales are final. If you have any questions about an item please don’t hesitate to ask. We are always happy to answer questions and provide additional information if you need it. If an order needs to be canceled, the option for cancellation will be left up to HSJ depending on the particular order in question. Order cancellations if approved will be given in the form of store credit only.

We will need approx. 1-3 business days after your item is completed to pack your order. Depending on order volume we may need a few extra days to polish and pack your order for shipment. During busy seasons, you may see a slight delay in processing time.

Business Days are Monday through Friday excluding these national holidays and vacations: New Year’s Day, Martin Luther King Day, Presidents Day, Easter, Memorial Day, Independence Day, Labor Day, Veterans’ Day, Thanksgiving, Christmas Eve, Christmas Day, and New Year’s Eve.

Note: Custom and Pre-Orders will run Monday-Sunday excluding national holidays and vacations.

Ready-to ship— Ready-to-ship items are items that have already been made and just need processing time before they are dropped in the mail to you. 

Pre-Order/Made to Order/Custom Design—Please check the item listing for current order fulfillment times. Some items may have a longer timeline than others. Custom projects have the longest fulfillment times. If you need to clarify a timeline, please ask. Note: An extended lead time may be needed if you place an order between July and November.

Regardless of the disclosed or discussed time frame—some orders can take weeks longer to complete. Please be aware of this before committing to a custom order. Instances may arise where production time can be pushed back. Know that we appreciate your patience.

Under no circumstance will we issue a refund because an order is running late. Please keep a lookout for ready-to-ship items in our online store if you can’t commit to waiting for a custom project to be completed.

You can request a rush order if you need your order completed by a guaranteed date Otherwise, no particular timeline is guaranteed. Rush order fees will vary from 10-20% of the project total based on when the project needs to be completed.

We ask that you please be understanding of this when placing an order. We will never rush a project to meet a deadline as we feel the integrity of the said piece(s) could be compromised. Some orders may go beyond the designated production time frame. If this does happen, please respect our integrity and know that we are working as diligently and efficiently as possible to complete your order. Should you have any questions, please don’t hesitate to reach out.

The Design Process

Inquiring with a budget for your project will help us determine what we can make for you. We will get back to you with some rough pricing estimates along with ideas of what could be made. If you would like to proceed, we require a US $500 deposit before designing the piece further. The deposit is applied toward the total project cost. Once the design of the project is discussed and agreed upon, the final balance is due upfront before any fabrication begins.

For whatever reason, if you decide not to follow through with the project after your deposit has been made, your deposit is billed as labor and non-refundable. However, if for whatever reason we decide that we are unable to accommodate your request, we will return your deposit.

After the project is paid in full, details or design changes cannot be made.

Custom Design quotes for gold projects are valid for 48 hours. Once a payment link is provided you have 48 hours to complete payment to honor the quoted price. Generally, quotes will stay the same over several weeks while we discuss the project details if the market is stable however, once 48 hours have lapsed, know that the quote is subject to change based on the metal market.

We ship all orders through UPS. All custom projects are shipped complimentary via express delivery fully insured and will require a signature upon delivery. Our shipping options at checkout are priced based on UPS delivery fully insured with a signature confirmation. We will not ship any gold jewelry without insurance.

If your order is lost, stolen, or damaged, a shipping insurance claim must be processed and paid out before a replacement item is issued. A replacement item will only be issued if insurance has covered the loss.

Shipping Requirements: All orders over $500 will have signature confirmation upon delivery.

NOTE: If you need to change your shipping address after placing your order, it will void all insurance on your order.

To determine duty fees to your country please use the calculator here.

International trade is subject to customs fees upon pickup. All customs fees (duties, tax, VAT) are the responsibility of the buyer and under no circumstance paid by the seller. If you choose to have an item imported, it’s your responsibility to pay your country’s import fees. Know your country’s import laws before ordering.

We ship worldwide given we can insure the order value to your country. We cannot insure packages to the following countries (therefore we do not sell or ship to):

Afghanistan
Angola
Burma (Myanmar)
Bolivia
Congo
Iran
Iraq
Ivory Coast
Liberia
Nigeria
North Korea
Paraguay
Sierra Leon
Somalia
Sudan
Syria
Venezuela

The below locations violate U.S. economic or trade sanctions including OFAC Restricted Countries (therefore we do not sell or ship to):

Armenia
Azerbaijan
Belarus
Georgia
Kazakhstan
Kyrgyzstan
Moldova
Russia
Russian Federation
Tajikistan
Turkmenistan
Ukraine
Uzbekistan

Since we have a nexus in Washington State, by State and Federal law, we must collect sales tax from Washington residents. Sales Tax will be collected on goods purchased with a billing and/or shipping address located in Washington State.

Gift cards are not redeemable or refundable for cash. Lost or stolen cards will not be replaced. However, we will do our best to track down your gift card # if you can’t find it. Your gift card can be used on merchandise through Hemlockstreetjeweler.com only. They are not valid at brick and mortar. Gift card balances do not expire. Only the purchaser and the recipient can use the gift card. The name on the transactions must match or the order will be immediately canceled. This prevents misuse of the card by unauthorized parties.

Promo codes cannot be applied to custom work or private orders unless otherwise noted.