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POLICIES

I design and handcraft each piece in my private studio, using carefully chosen gemstones and precious metals. My Secret Heart is a 'one woman show', so to keep things running well, and to be consistent, I've established these policies and strictly adhere to them. It is the buyers responsibility to read and understand this information before placing an order. Placing an order indicates that you've read and agree to the policies.
 

CUSTOMER SERVICE is paramount to me. If you are unhappy with your purchase or there was a mistake on my end, please contact me, I will always work with you to resolve a problem. It is so important to me that you are are thrilled with each and every purchase from My Secret Heart, and I will resolve any issues to the best of my ability.

If you have any questions, please feel free to email me Francesca@mysecretheartstudios.com Please use email as opposed to social media.

   

SHIPPING POLICIES

All items will go out via USPS, other carriers can be used upon request. You will receive a tracking notification once we create your shipping label.

I ship anywhere in the world. If you are not in the U.S., please know your country's policies and customs fees, as all international customs forms will have accurate representation of package contents and their value. This may mean you have to pay customs duties or import fees. We do not control over this, please do not ask MSHS to report a false value of the contents of your package. This is illegal.

I am not liable for items lost in the mail, although I will gladly do everything in my power to help you track it down. If you would like to insure your order, please email me after purchase and I will send an additional invoice for the cost.

All items ship safely wrapped in decorative boxes ready for gift giving. In order to save paper, I do not include a printed receipt. You receive one via email upon purchase.

   

ORDER PROCESSING TIMES

READY TO SHIP ITEMS: Typically ship in 3-5 business days.

MADE TO ORDER - PROCESSING TIMES: A listing will always say in the description if an item is made to order. Our typical processing time is approx. 14 days, but could take 2-4 weeks depending of our work load holidays {both US and International}. I work diligently to complete orders as quickly as possible, and orders will be shipped on time, if not much sooner. If you need the order before a specific date, please email me before ordering and I may be able to confirm an earlier shipping date.

 

REPAIRS

I create my pieces with the utmost care and high quality materials. My Secret Heart jewelry is intended to last lifetimes, but all jewelry occasionally needs some TLC. If you ever need anything, please contact me via email {Francesca@mysecretheartstudios.com}, with an explanation and photos of the damage or issue. If the repair is due to my craftsmanship, I will of course do this at no charge. If the repair is needed due to other circumstances, I can give you a quote for repairs.

 

RETURNS, CANCELLATIONS & REFUNDS

Please note that we do not allow returns or exchanges based on wrong size or buyer's remorse, unless it is an issue on our end. Please know your size and budget and think carefully about your purchase before ordering my jewelry. All listings include sizes and measurements.

CUSTOM DESIGNED and CUSTOM ENGRAVED PIECES cannot be returned, exchanged or refunded.

EROTIC PLAY AND INTIMATE JEWELRY cannot be returned, exchanged or refunded.

 

SIZING


Most issues are easily avoided by a thorough read of the item's listing and examination of the photos, and as mentioned in each listing, you are able to contact me with questions regarding sizing, shape, size, etc. To avoid the need for exchanges, PLEASE read our product descriptions thoroughly. We work very hard to measure each piece and write clear and concise descriptions that contain the information necessary to avoid issues and allow you to make an informed purchase. Most of our listings give specific directions on how to measure for the piece.

RINGS are sized using a industry standard mandrel in US sizes. Most of my rings are designed with a WIDE BAND, which will feel more snug than your usual size. For this reason, I recommend sizing up slightly 1/2 size when purchasing wide band rings. If you're unsure of your ring size, visit your local jeweler or any shop that sells rings. They'll be able to size you, and in most cases can also specifically size you for a wide band upon request.

 

AGE OF CONSENT

By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

 

All designs, photos, writings and content is © My Secret Heart Studios 2014-2020.

 

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