FAQ

Placing Orders

What payment methods do you accept?

We accept payments from most major credit cards (Visa, Mastercard, American Express, and Discover) as well as PayPal, Apple Pay, Google Pay, Shop Pay, Elo, JCB, and Diners Club.

What is the processing time for my regular order?

Each item is made-to-order by a one-woman team. For this reason, please expect 7-10 days of pre-shipment processing time for regular jewelry items. For larger regular ceramics such as figurines, dishes and jewelry holders, please expect a processing time of 3-4 weeks.

Can I cancel my order?

Orders cancelled up to 24 hours after the order was placed are eligible for a full refund.

How can I track my order?

After an order has been placed, you can check the Order Status page for tracking information (such as your tracking number) and updates. You can also opt in to email and SMS updates through this page.

 

Custom Orders 

How do I order a custom piece?

Unfortunately, ChikoCraft is not always accepting custom orders. Custom orders are made in small batches, and customers will need to join the waitlist in order to commission a piece. When the waitlist is open, customers can email chikocrafts@gmail.com to place an order. 

How will I know when the waitlist is open?

Customers who are subscribed to the ChikoCraft email list will be notified first of any openings. You can subscribe to the email list by clicking here. 

What can I expect once I sign up for a spot on the waitlist?

Once you email us for a spot on the waitlist, you can expect a response within 1-2 business days. Via email, we will confirm your order details including approximate processing time as well as pricing. Once the price and details are agreed upon, you will be placed on the waitlist. 

What is the processing time for my custom order?

Because custom pieces are typically more time-consuming to make, the pre-shipment processing time for custom orders is usually longer than regular orders. The approximate time will depend on the type of piece. Please see the table below:

Item Type	Approximate Processing Time
Stud Earrings Brooches	7-10 days
Necklaces Dangle Earrings Tiny Figurines	10-14 days
Figurines Ring Dishes	3 weeks

 

When sending photos for my custom order, what should they look like? 

You know how your pet should look, but unfortunately, we don't (we wish we knew all of them)! That's why we request that you please send at least 3 CLEAR images of the front, back, and sides of your pet. The more visible and clear your pet is in the photo, the better we can capture any fine and important details! Of course, we understand that this is not always possible, so please send us the most clear photos you can manage. Here is a sample where the cat and fur pattern are very clear:

   

How do I pay for my custom order?

When your custom order is complete, we will email you a private listing link and password through which you can pay for the order. You can also find your listing through the Custom Orders page on our site! If you have any issues with the link or password, please contact us at chikocrafts@gmail.com.

 

Shipping

What carrier do you use to ship orders?

All domestic orders will be shipped via USPS.

Do you ship internationally?

To place an international order, please see my shop on Etsy! Unfortunately, we currently we do not offer international shipping via this website, but this is likely to change soon. Follow ChikoCraft on Instagram (@chikocraft) or sign up for our email list to be notified when it does! 

If my package ends up lost or stolen, will I get a refund?

We unfortunately cannot refund lost packages that were either sent to the wrong address or marked as "Delivered" on the USPS tracking system. These cases are the responsibility of USPS and not ChikoCraft. However, we will work with you to file a Missing Mail Search Request through USPS and insurance claims if appropriate. We highly recommend that you purchase shipping insurance to cover costs for lost or stolen packages. Please always make sure to use a shipping address that is safe and reliable.

My order arrived damaged. Can I get a refund or replacement?

If your order is damaged during shipping, please contact us with photo evidence so that we can send you a replacement or full refund. Again, we highly recommend that you purchase shipping insurance to cover costs for damaged or lost packages.

 

Returns & Exchanges

What is your return policy?

To get a full refund for your order, please contact us within 7 days of receiving your item AND ship the item back within 7 days of initiating the return process!

Can I exchange my order for another item?

Unfortunately, we do not offer exchanges at this time.

My necklace broke. Can you fix it?

If parts such as necklace chains, clasps, ear wires, jump rings, etc. break or get damaged within 6 months after receiving the item, you can send it back to us for a free repair (you will have to cover the cost of shipping). Please contact us with your order number so we can help you further. *Ceramic items are the responsibility of the customer as they are difficult to repair once broken. Please handle them with care!*

 

Product Care

Are the ceramics in your shop dishwasher safe?

Any ceramic dishes that do not have a gold or silver overglaze/accent detail are dishwasher-safe, although we recommend that you use warm, soapy water for the best care practice.

My sterling silver necklace chain is oxidizing. How can I clean it?

To remove tarnish, you can create a paste with baking soda and water. Use a cloth to polish the item with the baking soda paste. Rinse the item and dry with a clean cloth.

For more stubborn tarnish, you can use the method outlined in this article that uses aluminum foil, baking soda, salt, vinegar, and boiling water. (Caution: Please be careful when handling boiling water!)

What are the care instructions for cloth items like Tea Towels?

The tea towels are machine washable and dryer-safe! Please machine wash cold and tumble dry low. They can also be ironed carefully if necessary.

Are these products safe for children?

The jewelry items and smaller figurines were not intended for young children as they have parts that are small and sharp that could pose as either choking or physical hazards. Please keep these items away from children! Thank you.

 

Any other questions? Use our contact form to send us a direct message!