All of our products are guaranteed defect-free for 90 days. If an item arrives damaged or defective, or if you experience a defect in the product that is not the result of excess forces, please contact us so that we can arrange for a replacement.
NOTE - If you believe your necklace's safety mechanism has been triggered (either due to it getting caught or due to your own child pulling it off or another child pulling it off) we can sometimes arrange to replace it for you at a discounted rate! Please contact us for details.
CHANGE YOUR MIND?
If your product is in a like-new (worn less than 24 hours) and essentially unused condition, it can be exchanged or returned to us for a full refund. See exchange & return information below for more details on eligible items.
100% GUARANTEED AUTHENTIC
All of our Baltic amber is guaranteed authentic; if you have any concerns please contact us regarding a full refund. :)
When something you've ordered isn't what you had in mind and you would like to exchange for an alternate size or style, we are happy to help you exchange your merchandise. Here is the process to ensure a smooth exchange:
1) Email us to notify us to expect your return.
2) Return the unused merchandise in our original packaging & include a copy of the packing receipt you received with the shipment. **Please send all returns in bubble wrap packaging as they often get shattered if sent back in a regular envelope. We cannot process an exchange if this instruction was not followed and it came back to us broken.** Use the relevant return address (see two options below).
3) Write us a quick note on the packing receipt telling us which item(s) you would like to exchange and what you would like to exchange them for.
4) Include $3 (USD or CAD cash only please, no checks) for the shipping of the new item(s) +/- the cost difference of any items you are exchanging.
*International Exchange fee is $6 USD, which can be done by Invoice, please contact us.
When we have everything we need (as described above) we will have the exchanged merchandise in the mail to you within 2-3 business days.
NOTE - Exchanges can typically take three weeks or more to complete, if you would like to expedite the exchange process, you may choose to place a new order online for the desired merchandise first. This will allow us to mail out your exchange item immediately. After that, please mail your return to us following steps 1 through 3 above (but not 4). When we receive the returned item we will issue you a refund for your unopened and/or unused returned merchandise (minus the $3 exchange fee) as soon as we receive them in the mail.
If you'd simply like to return an item for a refund, please follow steps 1-3 above. When we receive the returned item, we will issue you a refund for your unopened and/or unused returned merchandise. Note that hazelwood especially cannot have had more than cursory contact with skin (such as trying on for size, handling with clean hands) to be considered 'unused'.
If you are in the US:
HAZELAID - RETURNS
19728 SCHAEFER DR.
OREGON CITY, OR 97045
If you are in Canada or International:
HAZELAID - RETURNS
CP 80030 PRINCIPALE
CHATEAUGUAY, QC J6J 5X2
WHEN WE MAKE A MISTAKE
Occasionally we do make mistakes when packing your order - so sorry!
If you receive an incorrect item, please send us an e-mail letting us know and we will get the problem corrected right away and, of course, at no cost to you. We may also ask if you would return the incorrect item to us, and if that's the case we will of course cover the return postage. As with all orders, our end goal is ultimately to see you satisfied with your purchase.