Q1: Do You Accept Returns?
We will accept any item back for refund up to 14 days from date of delivery. Customer is responsible for all return shipping costs. We recommend insuring packages as we are not responsible for any loss or damage during transit. Items must be returned to us in same condition received. Products that are used, cut, unravelled, have torn packaging or cannot be resold due to poor condition will be returned to sender. Items that are returned without prior notice after 14 days may be returned to seller or incur a 20% restock fee. Please contact us before returning any item so we are aware it is on route and to ensure you will be refunded. We are not responsible for any loss during transit or return shipping fees.
*Larger orders or custom orders, bulk orders for industry or events are non returnable. If an order must be returned under exceptional circumstances it is agreed that all shipping charges will be paid by the customer and a 20% restock fee will be charged. Original shipping costs will not be refunded.
Q2: Can I return handmade jewelry?
All of our hemp jewelry is handmade to your specific choice of color, length, type of beads, fastenings, etc, after you check out. We regret we are unable to accept the return of custom handmade jewelry, unless we have made an error.
Q3: My order shows the wrong shipping address what do i do?
If the order shows wrong shipping address after checking out please let us know immediately the correct address you want it shipped to via email. You do not need to cancel and make a new order. If the order has shipped we will refund (cost of goods only) when the package returns back to us. We are not responsible to track down or replace any package shipped to a wrong address supplied by customer.
Q4: What is your return policy for hemp and natural fibers?
Due to the manufacturing process twine and cords may have tie knots, vary in color and thickness, have fly aways, knotty bits or a natural smell. Imperfections are charactersitic of natural fibers and are not considered faulty. We aim to accurately represent all of our products, but what you receive may appear slightly different from that shown in photo due to shades of color, thickness, length etc varying between different batches.
We will accept for return any twine or cord in the same condition recieved. Twine or cord that has been unravelled, cut or used is non returnable. If you are not sure what product is right for your project please ask us before purchasing.
Q5: My order is incomplete / item arrived broken what will you do?
If there is a problem with your order upon arrival please let us know right away so we can correct any issue. In the rare case that it happens missing or broken items will be reshipped or refunded at no cost to you. Please upload a photo to show what you received so we can resolve the issue quickly.
If the right item was sent but you are not happy with it you have the option to return it for a refund. Customer service is our priority but we are not responsible to replace or refund unless item was broken in transit, is significantly not as described ( for example you ordered red and we shipped blue ) or when an item is returned to us in same condition received.