Frequently Asked Questions
PLEASE SEE OUR COVID-19 RESPONSE FOR UPDATED INFORMATION AS OUR PREVIOUS FAQ IS NO LONGER VALID TO THE CURRENT CRISIS AS OF FEBRUARY 15th 2020.
Q: What is the turnaround time on jewelry?
A: Allow 3-5 weeks for the production of your order as each piece is handmade just for you. Pieces that are plated with gold can have a lead time of 4-6 weeks. You’ll receive shipping info once it’s ready to roll!
Q: I see you guys offer Gold Plating! Can you tell me more about your Vermeil process?
A: Our Gold Plating option consists of the item being casted in Solid .925 Sterling Silver then it is electrically coated and dipped in Solid 24k Gold Vermil. The piece is then E-Coated so that way the Gold Vermil plating is made durable and to last. If you have further questions please email firstname.lastname@example.org.
Q: What is the process for custom orders like?
A: Please email email@example.com if you are interested in getting a piece custom made!
Q: So I know you make everything to order, but due to the holidays will you have ready to ship items?
A: YES! Each Monday on our Instagram starting November 1st we will be detailing what pieces we have in ready to ship stock of. This way instead of having to wait for your order to be made, some pieces will be available to you to purchase and ship out that Thursday.
Q: I saw a piece on your site that says sold out - is there any way I can buy one like it?
A: Many of our pieces are made to order and are limited in quantity for that reason. We continue to keep them visible on our site so you can get a sense of past work from the Mercury Hour line. If you are interested in any of these pieces, you are more than welcome to reach out about a custom order. If demand is high enough for any one of a kind pieces we may open them up to limited runs!
Q: I see you do custom orders! Do you offer these for the holidays?
A: Due to the insanity of the holidays and our want to make your custom order extra special, we do NOT offer custom orders after September 30th. But do resume taking custom orders after December 31st. If you would like to inquire about a custom piece, please email firstname.lastname@example.org and we will be more than happy to help!
Q: If anything happens to my jewelry, can I send it in for repair?
A: If you have any issues please send us an email within 3 days of arrival and we will make the repair for you ASAP. We stand behind our pieces quality and also know life happens, so we are more than happy to be apart of the lifetime of your Mercury Hour piece and make repairs along its journey with you.
Q: Do you allow for exchanges/returns?
A: We do not accept any returns we allow exchanges up to 10 days from date of arrival. You must email us directly to begin the exchange process and provide a tracking number for the piece being mailed back to us. We must have the item in studio in its unworn condition to be able to issue store credit. If your order arrives damaged, please email us within 3 days of its arrival, this is the only time a refund option can be offered. This is on a case by case basis based on the condition of the damaged item and we reserve the right to refuse refund or service to those who abuse this policy.
Q: Do you accept returns of one of a kind pieces or custom orders?
A: We do not accept returns/offer refunds. All custom orders are final sale.
Q: My item was stolen or lost via mail, can I get a replacement!
A: Sadly we are not liable for packages lost in the mail. Please contact your shipping provider to file a claim if your package is shown as delivered but never arrived.
Q: Do you ship Internationally?
A: YES! We do ship internationally and offer tracking information up until the package arrives to your country. After the package left the US, Mercury Hour is not responsible for delays in shipping and cannot provide tracking past the US border. International customers are responsible for all import duties and customs that may be charged by their respective countries. Payment may be necessary to release your order from customs prior to the package being delivered. Mercury Hour is not liable for lost or stolen packages, but do email us if an issue arises and we will do the best we can to try to help resolve it!
Q: I need my order by a specific date, for a birthday, what can I do to insure the timely arrival of my package?
A: We hand make each and every piece hence our 3-5 week timeline, making it even more special as a gift so these things do take time. However if you require your piece by a specific date, please email us before purchasing so we can confirm that this is possible as it is not always guaranteed. Do not just leave this critical timeline info in the additional comments at checkout, email us directly at email@example.com.
Q: Oh my god I love your work and need it in my shop! Do you Wholesale?
A: Yes! We do offer a vast variety of pieces for wholesale and can be contacted directly for line sheet information. Please email firstname.lastname@example.org to speak with our Wholesale team directly!
Q: It's the holidays and I live in a large city, are there any precautions that I can take to insure the safety of my order?
A: We always believe it's easier to prevent theft than worry about a lost or stolen package afterwards. If you are worried about your area, please put in the comments at check out that you would like signature confirmation added to your order so we can avoid calamity.
Q: I'd like to have my piece shipped to my office or work, is that a good idea?
A: Due to the set up of some office spaces it is not best to have your item sent to a work location. USPS can sometimes say the package was unable to be delivered as there are no post boxes, or receptionists willing to take your goods, making lead times for arrival of your package far longer! We are not responsible for lost or stolen packages so highly advise against shipping to your place of work. For international orders, customs declarations forms for offices are different than those for residential, so international orders must be shipped to a residential address.