Return/Exchange FAQ
Q. How do I return an item?
A. We happily accept returns within 60 days. Items must be returned in new, unused condition to receive a refund.
Q. Can I return an engraved item?
A. Sorry, but we can not give a refund for engraved items because we are not able to resell these, as they have been customized for you.
Q. Can I exchange an item?
A. Yes, we welcome exchanges! Simply include a note in your package indicating which item(s) you would like in exchange for the returned item. Once we receive your package, we will apply a credit to your account equal to the item price. Then, we will make any necessary adjustments to the new invoice.
Q. When will I get my refund?
A. Once we receive your package, we will be able to process the refund in 2-3 business days.
Q. Do I need to return my Free Gift with Purchase if I return my order?
A. Yes, if you chose something from our "Free Gift w/ $45+" collection, you must also return your free gift if you wish to get a full refund. If we receive your return back without the free gift, we will deduct the website price of the free gift from your refund amount. We are a small business, so we do have to take free gifts into account when we process returns.
Shipping FAQ
Q. How much does USA shipping cost?
A. We offer Free Shipping via USPS Advantage Ground (approximately 2-5 business days) for all orders of $30 or more, shipped in the USA. Shipping is just $4.99 for any order under $30. Need it faster? We also offer Priority Mail and Express Mail service at an additional cost.
Q. Do you ship internationally and how much does it cost?
A. Yes. Standard shipping via DHL eCommerce Parcel Int'l Direct is as follows and generally arrives in 3-10 business days:
- Canada: $13.99
- All other countries: $18.99
- Priority and Express Mail International are also available at an additional cost.
VAT & Customs Fees: When you shop and checkout in your home currency, our shopping cart will calculate VAT fees when you checkout, which will be paid upfront. This way, all you have to do is accept the package when it arrives in your country.
Q. When will my order ship?
A. We are generally able to ship out your order within 24 hours or less (except for Sundays and holidays). Engraved orders may take an additional 24 hours to ship, depending on how many orders we have to process.
Q. How long will shipping take?
A. After your order is shipped, delivery time will vary depending on the service your choose - First Class Mail takes about 4-5 days, Priority Mail takes 2-3 days, and Express Mail has overnight delivery to most locations. For Express Mail, please give us your zip code and we can tell you the Post Office's guaranteed arrival time.
Q. Can you guarantee a delivery date?
A. Yes, but we can only do this for domestic orders shipped via Express Mail.
Q. Can I track my order online?
A. Yes. After you have placed your order, we will send you an email with a link that will allow you to track your order. If you have lost this email, please contact us and we can resend the link to you.
Ordering FAQ
Q. What payment methods do you accept?
A. We accept all major credit cards, PayPal, Apple Pay, Shop Pay, and Google Pay. We also offer Afterpay, which allows you to shop now and pay later in 4 interest-free installments.
Q. Is my credit card information secure and is it safe to shop on wootandhammy.com?
A. Yes. Our store is run on the Shopify platform, which is certified Level 1 PCI DSS compliant. PCI DSS stands for "Payment Card Industry Data Security Standard" and is a security standard for organizations that handle credit and debit card information. The standard was created to increase controls around payment data to reduce fraud.
Q. Can I include a personalized message?
A. Yes. On the shopping cart page, you will find a section to add a gift message. We will print out your message onto a moon or nature-themed card and include it in your package.
Q. Do you have a physical location where I can pick up my order?
A. No, we are online only. This allows us to keep our costs low and pass these savings back to our customers.
Q. Is engraving available?
A. Yes, some of our items are engravable and for almost all of our necklaces, you can choose to personalize it with one of our engravable charms. Please see each individual product listing for engraving options.
Q. Do you offer gift-boxing or gift wrapping?
A. Yes, you can choose to have your jewelry gift-boxed or gift wrapped. Please see each individual listing to add gift-boxing to your order. You can see pictures of our gift wrapping options here.
Jewelry FAQ
Q. What is the metal content of your jewelry?
A. Most of our jewelry is made of 100% sterling silver, including all chains and findings. On occasion, we have jewelry and pocket charms cast in lead-free pewter. We also have some wire-wrapped gemstone jewelry that is made of plated silver or copper to help keep them at affordable prices. When we have jewelry that is not 100% sterling silver, this is listed clearly both in the title and description.
Q. What is sterling silver?
A. Sterling silver 92.5% pure silver alloyed with a mixture of other metals (usually copper and zinc) to make it harder. Pure silver is generally not hard enough to create durable jewelry.
Q. Is your jewelry nickel-free?
A. Our pieces in sterling silver and pewter are nickel-free. We recommend purchasing only our 100% sterling silver pieces if you have any metal allergies.
Q. Can I get a different chain length?
A. We now offer chains up to 44 inches in length. If you need even more length, we do offer extender chains that will allow you to add up to 6 inches of additional length to any necklace. Visit our Chains section to find extender chains and to see the various styles and lengths of chains that we have available.
Q. How do I care for my jewelry?
A. To store your jewelry, it is best to wrap it in a soft cloth and store it in a zip-lock bag to keep pendants from scratching each other and chains from tangling together. Sterling silver naturally tarnishes over time. The tarnish can be quickly removed with any silver cleaner or silver-polishing cloth. We also recommend protecting your jewelry from chemicals that can be found in lotions, perfume, hair spray, or chlorine.
Other FAQ
Q. Do your items have magical powers?
A. Many of our items have symbols that are historically related to magical traditions and may have been used by practitioners of magic. However, we make no claims as to them having magical powers and they are sold as curios only. Our jewelry items are not intended to treat any medical illness.
Q. What if I still have a question?
A. Please send us a question using our contact form. Using the contact form usually gets the quickest response, but feel free to call us. Our phone number is 714-383-3913. We are a small business run by a husband and wife and are sometimes quite busy wrapping orders, photographing items or making jewelry, but we'll try our best to return your call as soon as we can.
Please kindly leave a message if we are unable to take your call so we can call you back. We are generally in the office every day of the week, except on the weekends. On our working days you will usually receive a response to your question within 24 hours. Orders ship every day of the week except Sundays and holidays.
