Store Policies and FAQs
This page covers Southwest Designs policies including our Quality Guarantee, Product Availability, Payment Options, Shipping and Returns, along with answers to Frequently Asked Questions. If your question is not answered here, please Contact Us for more information.
Our Quality Guarantee
Your purchase is 100% Satisfaction Guaranteed. We invest substantial time and energy to meet our Customers' exacting standards, and stand behind our workmanship. Our website photos and product descriptions detail the attributes of each individual piece of Jewelry and, to our knowledge, this information is 100% accurate. Our goal is to exceed Customer expectations.
We guarantee the quality of our work to withstand breakage or other defects for up to 12 months following purchase. Unless the piece of Jewelry shows unusual wear and tear — or has been inadvertently damaged by the Customer — we will repair the piece at no cost to you.
Otherwise the Jewelry will be evaluated on a case by case basis. In some instances (e.g. damage caused by the owner, extended wear and tear) a repair fee may be assessed based on labor hours (at $25/hour) and materials (at cost) required to restore the Jewelry to original condition. If the damage incurred applies to the work of another artist — for example, a third-party pendant — we will evaluate the piece for repair and agree together on the best course of action. Our goal is to ensure that you will be able to enjoy your piece of Southwest Designs Jewelry for many years to come.
With some exceptions, Southwest Designs Jewelry is custom and one-of-a-kind. If a piece you absolutely love has been sold, we cannot reproduce this piece. We can, however, work with you to create a design with similar elements and style. Contact Us to discuss your Jewelry options.
Commissioned work: We accept commissioned work to complete a Customer-specified custom design. Once the desired design and materials are specified, a target price and time to completion is established for the Jewelry. This is subject to modification up to +25% based on actual labor hours and materials. Commissioned work is not returnable but we will work with the Customer to ensure their satisfaction.
Semi-custom Jewelry: A small portion of our Jewelry Collection is comprised of semi-custom Jewelry designs. Semi-custom pieces are individually handcrafted, but the same or similar style may be made for more than one Customer depending on demand. An example of this would be our Sterling Silver Byzantine Link Bracelets; each Bracelet is handcrafted and may have a different clasp or length, but the design process, materials and general appearance are the same.
We accept VISA, Mastercard, Discover, American Express, PayPal, money orders and checks. Our e-commerce platform – Shopify – will securely process your credit card. You also have the option of paying via e-mail using a PayPal "payment request" (sent from Southwest Designs using the PayPal interface) or paying by credit card over the phone. A check or money order will also be accepted for purchases as long as payment is received within 10 days. In the latter 3 instances (payment request, pay by phone or check/money order) we will need to manually process your transaction to calculate price and shipping and to ensure your Jewelry is marked as "SOLD" on the website. Jewelry purchases made using a credit card are shipped within 24 to 48 hours. Money order purchases are shipped within 24-48 hours of money order receipt. Purchases made via personal check are shipped within 5 days of check receipt.
Southwest Designs offers our Jewelry Customers FREE Shipping to destinations in the Continental U.S. This covers packages shipped by the United States Postal Service using First Class Mail, insured for full value. It applies to your entire order; that is, if you purchase 3 items they are all shipped for FREE. We also offer Priority Mail shipment, fully insured, within the Continental U.S. for a reduced rate of $4.95. This accrues savings to our Customers of anywhere between $10.00 and $30 (depending on the value of the shipment, which impacts the insurance fee). We typically ship your Jewelry within 24 hours of receiving your order. Both First Class and Priority Mail offer a swift and secure means of delivering your Jewelry.
Shipping to Canada: We ship to Canada at Registered Mail rates ranging from $15 to $25 depending on the weight of the package. These rates are subsidized but still expensive given Canada laws. Canada considers Jewelry to be a restricted item; this requires both a 1st Class International Shipping fee and a Registered Mail fee. There are also limitations on value and the size of a package. This substantially increases shipping cost. For example, a 10-ounce package containing Jewelry valued at $389 mailed from Genoa, NV to Gormley, Ontario would have a total 1st Class Registered shipping cost of $29.45. If you wish to purchase Jewelry from Southwest Designs but find the Canada shipping rates to be prohibitive, please Contact Us to discuss. We'll make it happen!
Returns and Exchanges
Southwest Designs produces one-of-a-kind custom Jewelry. We invest substantial time and energy to meet our Customers' exacting standards and deliver exceptional Jewelry at fair prices. If you are not absolutely certain about purchasing a specific piece of Jewelry and need more information, we encourage you to Contact Us by e-mail or phone. We would be more than happy to answer any questions and, hopefully, minimize or eliminate the chance that the Jewelry will be returned. In Southwest Designs 12 year history we have had just 2 returns and 3 exchanges.
Having said this, we realize that Jewelry is a very personal purchase. If your Jewelry does not live up to your expectations, you may return it for an exchange or refund within 14 days of verified delivery (e.g. USPS documented delivery). The amount of the refund or exchange allowance will be reduced by a $15 restocking fee. Please contact us prior to return for your RMA #; this notification will allow us to answer any questions about shipping, and to keep an eye out for the returning package.
Package the item securely, insure it for full value, and return it to:
PO Box, 1165
Genoa, NV 89411-1165
We recommend First Class or Flat Rate Priority Mail from the US Postal Service, which are the services we use when we ship to our Customers. Please insure the Jewelry for its full purchase value. Once we receive your return package, we will notify you by e-mail and you will receive a refund for the original stated value of the item purchased (see "Return Exceptions" below), less the $15 restocking fee. For example, if your Jewelry was purchased for $329, you would receive a credit of $314.00. The return credit will be issued against your original form of payment and will be subject to that vendor's policies in terms of timing.
If you would like to do an exchange rather than a refund, please Contact Us to discuss how best to expedite the transaction.
We cannot accept returns if there is any question as to the condition of the Jewelry. Returns will not be accepted if:
- It is more than 30 days past the original date of purchase; or
- The Jewelry has been worn or is damaged.
- The Jewelry was commissioned by the Customer and to the Customer's specifications.
Frequently Asked Questions
Please view our Frequently Asked Questions page.