Contact | The Chestnut Forge

Shipping

SHIPPING TIME ESTIMATES

USPS + UPS are used for all orders. Shipping times are estimates and cannot be guaranteed. Please keep in mind that the shipping times should be added to the current order production time to estimate time of arrival. Shipping charges include insurance. If you choose any of the expedited shipping, please be aware that the order processing time still applies.

DOMESTIC SHIPPING

USPS First Class Mail | 3 – 10 business days
USPS Priority | 2 – 5 business days
UPS Ground | 4 – 5 business days
UPS 2-Day | 2 – 4 business days

CANADA SHIPPING

USPS First Class | Can vary, but generally between 7 – 14 days
USPS Priority | 6 – 10 days
UPS Standard | 4 – 5 days

INTERNATIONAL SHIPPING

USPS International First Class Mail is used to ship international packages. Please allow 2 – 6 weeks for shipping. Shipping charges include shipping costs and insurance. Please keep in mind that I cannot track an international package, nor can I control if or how long it gets held up in customs. I do purchase insurance, so if packages do get lost, we can file insurance and recreate your piece for you.

CUSTOMS FEES

Buyer is responsible for any customs fees. Unfortunately, I cannot mark the customs form as a gift or for a value less than the item’s purchase price, as it is illegal to do so.

GIFT PACKAGING

All orders come beautifully packaged in an eco-friendly recycled box. If you need some other form of packaging, please let me know, and I’ll do what I can to accommodate. You may also include a brief message with your gift; just leave me a note of what to write in order notes.

SHIPPING ADDRESS

It is important that you verify your shipping address at checkout, since this is the address that I will be using to ship your purchase. If you would like me to ship your item to a friend as a gift, please enter their address as the shipping address, and I will ship it to them directly.

MISSING PACKAGES

Shipping times can vary greatly. Please contact me if you haven’t received your package in the US within 3 weeks, and within 8 weeks for international packages. I will do everything I can to help you find your package!!

Terms + Conditions

THE FORGE

Every piece made at The Chestnut Forge is handcrafted with ethical practices and conscious materials, from the recycled silver and gold to the conflict-free gemstones and diamonds. Work begins after you place your order. We stand behind our product 100% and want you to be completely happy with your purchase. Please allow 1 – 3 weeks of manufacturing time before shipment of your custom jewelry; if you have special dates, please contact [email protected] . Each piece is unique and imperfections are considered part of the beautiful handmade process.

RETURNS + EXCHANGES

We hope you love the pieces as much as we loved creating them! If it is not quite what you expected, however, we are happy to exchange most items or issue a refund within 14 days of delivery. Please contact us for approval and instructions.

Most custom + personalized items are not eligible for exchanges or returns; however, this may depend on the level of customizing, so please contact us to inquire if your piece is unsatisfactory in any way.

Exchanges + refunds MUST be in original/unused condition and in original or similar packaging to be eligible for return. Refunds do not include original shipping. Customer is responsible for shipping costs. Any items returned without prior notification will not be accepted and returned to sender.

If you need to start a return/exchange or have any questions about the process, please contact me at [email protected]

CHANGING YOUR ORDER

If you discover that you need to make changes to your order, such as the size or material, please contact us as soon as possible. Manufacturing begins 1 – 3 days after your purchase, depending on the season + current workload, so the sooner the better. Beyond this time-frame, changes may no longer be possible; however, there’s still a chance minor changes can be made, so getting in touch before shipping is always better than not at all.

SHIPPING

All available shipping methods, with time-frames, can be found on our shipping information page. During peak seasons, expedited and rush shipping may not be available. International shipping can take 3 – 6 weeks and we are not responsible for items held up in customs. Once orders are handed over to shipping services, we are no longer responsible for it; however, we do purchase insurance, and in the rare event that any package is lost, we will do everything we can to help locate it, and if it is lost, we do purchase insurance and can file it to get a replacement piece created for you.

PAYMENTS

The Chestnut Forge accepts credit card and PayPal payments via PayPal checkout processors. Direct credit card payments can be made securely via Square.

Please leave any special information in the order notes at checkout, when applicable. This will save time trying to track down any specifics (special gift notes, messages on any letter jewelry, etc).

Accepted payment methods:

SIZING

While making your purchase, please keep in mind that each item is handmade to order, and size matters. If you receive your item, and it turns out to be the incorrect size, I’ll be happy to help you get the right size; fees may apply for resizing. If you have any questions regarding sizing, please don’t hesitate to email [email protected]

IMPERFECTIONS ON YOUR PIECE

Due to the nature of handmade items, pieces may vary from time to time, including stone number for wire wrapped items (birthstone bangles may have 3 or 4 stones, depending on stone size variations, etc) to accommodate a preferable design quality. These imperfections are considered beautiful and part of the charm of the handmade piece.

Privacy Policy

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SECTION 1 – WHAT DO WE DO WITH YOUR INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

SECTION 2 – CONSENT

How do you get my consent?

When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent?

If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at [email protected]

SECTION 3 – DISCLOSURE

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

SECTION 4 – PAYMENT

If you choose a direct payment gateway to complete your purchase, then Square will store your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Square’s Terms of Service or Privacy Statement.

SECTION 5 – THIRD-PARTY SERVICES

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.

However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.

For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.

In particular, remember that certain providers may be located in or have facilities that are located in a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.

As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.

Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

Links:

When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

Google Analytics:

Our store uses Google Analytics to help us learn about who visits our site and what pages are being looked at.

SECTION 6 – SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

SECTION 7 – COOKIES

Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.
_session_id, unique token, sessional, allows us to store information about your session (referrer, landing page, etc).
_secure_session_id, unique token, sessional
storefront_digest, unique token, indefinite If the shop has a password, This is used to determine if the current visitor has access.
PREF, persistent for a very short period, Set by Google and tracks who visits the store and from where

SECTION 8 – 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.

SECTION 9 – CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

QUESTIONS AND CONTACT INFORMATION

If you would like to access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact [email protected]

Return Policy

We hope you love the pieces as much as we loved creating them! If it is not quite what you expected, however, we are happy to exchange most items or issue a refund within 14 days of delivery. Please contact us for approval and instructions.

Some custom + personalized items may be eligible for exchanges or returns; however, this may depend on the level of customizing, so please contact us to inquire if your piece is unsatisfactory in any way.

Exchanges + refunds MUST be in original/unused condition and in original or similar packaging to be eligible for return. Refunds do not include original shipping. Customer is responsible for return shipping costs. Any items returned without prior notification will not be accepted and returned to sender.

What if I just need a resize?

Any item purchased at thechestnutforge.com can be resized. You will need to send your item along with an email and shipping address. Resizing costs range from $5 – $30 and can take up to two weeks, depending on the complexity of the item. Please contact [email protected] to begin the process.