Frequently asked Questions:
1.Do you take Custom order requests?
As of 2021 I will be offering custom order slots at various times during the year, which I will announce via the VIP Club and also Instagram, Instagram announcements will come after the VIP Club has had first dibbs. l will accept custom order requests on a first come first served basis and I will only make jewelry in my specific style. If you want a custom gold engagement ring, or Tiffany setting or something completely out of my normal style, I am not your gal.
Please DO NOT ask me to copy another artists work, I will not. My custom order list fills up quick. If you happen to miss one of my open slots, don't fret. I typically take on new orders a few times a year so something will eventually open up, and always feel free to ask, if I can accommodate, I will.
2. Is the Metal you use Sterling Silver?
Yes. All the white colored metal in my shop is sterling silver or fine silver. I often use brass or copper as accent metals in my work. If an item is not sterling I let you know in the item description within the listing, so please make sure to read all information within the specific listing that you are looking to purchase. All chain, jump rings, clasps and the like are sterling silver, even if they have patina and are darker, they are sterling silver unless otherwise noted.
3. Custom or Personalized items:
If I hand stamp something for you from my existing inventory, or if I make a custom item specifically for you, these items are NON REFUNDABLE and NON RETURNABLE. The item has been stamped with your specific dates or wording or fabricated to your specifications and it is very hard, if not impossible for me to resell. If you order custom work you may not return the item.
4. Collection Releases:
In addition to my staple items on the website, I have specific and themed monthly Collection releases which drop on planned days and times. You can keep up with info regarding these updates by subscribing to the Arrok VIP Club. Having an account on this website is NOT the same as joining the VIP Club email list. Please be aware of this. If you created an Arrok customer account you also have to OK the use of your email for the VIP Club.
You can also follow me on Instagram @ArrokJewelry for information if you do not wish to receive VIP Cub emails. I do not hold or reserve items previewed for collection releases. This makes the release date and available items fair for everyone to try to snag during the Collection release.
Cancelation of Orders:
You may cancel an order for up to 24 hours after placing said order.
After 24 hours I cannot issue a refund/cancellation for buyer’s remorse. Please be aware of your budget and ring size when purchasing. If you are unsure of your ring size, please do not guess or try to use a piece of string. Go to a local jeweler in the mall and have your finger sized, they typically will do this for free. I also sell the small plastic ring sizers for your convenience. They can be found here.
If you do wish to return an item, you need to contact me within 1 week or receiving your package and you will recieve a store credit to my shop, I do not offer cash based refunds unless the item is defective in some way. If you feel there is a mechanical defect with your item please contact me so that we can work out the details of the issue. If damage or a malfunction is found, I will refund you the cost of the item (minus shipping) or replace the item in question. After you have had any item in your possesion for more than one week, it is no longer eligible for a store credit or return.
Free Jewelry Cleaning:
I use mainly Sterling silver in my work, which does tarnish over time, there is no way to get arround this issue. I am happy to clean and buff out any item that you have purchased from me at any time, message me to discuss the details and pay for the shipping costs to get it to me, and I am more than happy to make your Arrok jewels sparkle like new again :) If you need any item repaired that you have purchased from me, please message me to discuss the details and any fees associated with the repair.
Shipping of multiple orders placed the same day:
If more than one order is placed under the same name and/or shipping address they will be combined and shipped together automatically. Any shipping overages paid will be refunded after the shipping label has been created and the final shipping cost of all items involved is figured out.
All orders will be processed and shipped within 3-4 business days unless you purchased a made to order item, in that case your order will ship within the lead time given in the listing description. Please remember that I am a one woman show, and I wear all the hats of this business. After a large collection release if I’m dealing with a crazy amount of orders, it may take a little extra time to package and ship your orders...Please try to keep this in mind when placing your order with any small business.
After your order has been processed and a shipping label printed, you should receive an email with tracking information, if for some reason you do not get a tracking email, feel free to contact me. I ship all domestic orders via USPS, International orders are shipped either USPS or UPS depending on which is less expensive. If you prefer a particular carrier and you are International, please email me asap with your preference or I will choose the least expensive carrier for your order. If you prefer Priority Mail or another carrier service, please message me prior to purchasing so that we can come to an agreement.
All US orders will be shipped via USPS first class. Typically, packages arrive within 5-7 days, but in the current Covid climate, packages can sometimes take much longer to arrive. Please be aware that once a package leaves my hands, I have ZERO control over what the USPS does with your package. If your package is lost, stolen or damaged in transit please contact USPS FIRST to see how to resolve the issue through them, and if they cannot help you THEN contact me, and I’ll do my best to help if I can. If you prefer to have insurance added to your package, contact me the day you purchase an item to discuss the fees associated with adding insurance.
VAT, Duties, Taxes and International Shipping:
Due to lengthy COVID-19 shipping delays/restrictions as well as Brexit duties/taxes, I am no longer shipping to many countries overseas. If your country is not on my shipping list, I am sorry.
If I do happen to ship to your location please note that I DO NOT know the duties or customs laws for each particular country, nor do I understand all of them. I do not collect any of the fees associated with taxes or duties or customs fees, your particular country sets those import fees and will collect that money from you once your package arrives. Again, please understand that these fees are NOT set by me, they are set by your country and I have nothing to do with them. Please do not ask me to change the dollar amount on your invoice or packing slip.