All sales are final. Please read the entire item description and view all photos before making a purchase. If you have any questions please don’t hesitate to send us a quick email. We are always happy to answer questions and provide additional information if you need it. In the event that an order needs to be canceled, the option for cancellation will be left up to HSJ dependent 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. If you need to clarify our current order fulfillment times, please reach out. Note: if you place an order between the months of September through November, an extended lead time may be needed of 12-16 weeks.
Regardless of the disclosed or discussed time frame—some orders can take weeks longer to complete. Please be aware of this before placing a custom or pre-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. If you can’t commit to waiting, please keep a lookout for ready-to-wear items that are frequently dropped in the online store.
If you need your order completed by a guaranteed date, you can rush order it. Otherwise, no particular timeline is guaranteed.
We ask that you please be understanding of this when placing an order. Know that we will never rush a piece just to meet a deadline as we feel the integrity of the said piece(s) could be compromised. With that being said, some orders may go beyond the designated production time frame. If this does happen, please be respectful of 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 contact us.
Rush order — If you need your order by a guaranteed date for an event or gift; please contact us prior to placing your order to discuss the timeline. Some rush orders will require an additional fee and some may not. We are happy to chat with you about your deadline!
Rush order process
We offer guaranteed completion by an agreed-upon date. It’s up to you to schedule your timeline and provide us with a date that fits into your schedule (with shipping times kept in mind.) You will select a shipping method of your choice to allow the item to get to you by the date that you need it.
Our agreed-upon date is an agreement that your order will be completed and shipped out of our studio on or before that day ends. Please choose your completion date wisely and make sure there is room for extra delays from USPS or UPS for it to arrive to you on the date that you need it.
The Design Process
The custom process starts with inquiring through the custom projects tab. Once we receive your request, we will get back to you and let you know if it’s a project we can do for you. If you wish to move forward, we require a flat $500 USD deposit before any design, research, sourcing, or planning is done on the project.
The deposit is a partial payment in advance for the service being done. It lets us know that the client is going to follow through with the project and that our time is valued. We can’t get you on our schedule without a deposit just as we can’t fabricate a piece without it being paid for.
All orders are required to be paid in full upfront prior to their fabrication — this includes custom projects. However, custom projects are a little different because the final cost isn’t usually determined until after the design and planning stages are completed. This is why a deposit is at least required to continue the discussion. Once the design is complete on paper, the balance is due before any fabrication time begins on the order. The designing of the project is usually done within a week.
The deposit is applied toward the total balance of your custom project. Sending photos, doing research, sourcing, planning, correspondence and pricing are billed labor. 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.
If there are any changes made to the design after paid in full, there may be a $200+ change fee plus any additional cost of materials and labor expenses in excess of what was already agreed upon.
Custom Design quotes are valid for 48 hours and are subject to change based on the metal market.
Domestic and international orders are shipped via USPS or UPS (given the order value).
To ensure you receive the value of your item(s) in the event of loss, theft, or damage; all shipping options at checkout include appropriate insurance and/or signature confirmation for their destination and value.
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 in the event that 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 countries import fees. Know your countries import laws prior to 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):
The below locations are in violation of U.S. economic or trade sanctions including OFAC Restricted Countries (therefore we do not sell or ship to):
HSJ is ran and operated in Washington State. Because we have nexus in Washington State, in accordance with 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.