FAQ's/Policy (Frequently Asked Questions)
Sale Terms and Conditions
Excludes trade accounts, tile and iron section and all custom work. Discounts cannot be combined with rewards points during the sale.
What is your return policy?
30 day return policy on stock items returned in new uninstalled condition. A 20% restock fee will apply on returns over $500. Exchanges are ok within 30 days as long as it is the same quantity of items purchased. No restock fees on exchanges. Shipping and handling charges are non refundable. It is the buyers responsibility to contact us for a RMA number within 30 days from receiving the product. An RMA number is only good for 10 days from receiving it and products must be returned within 10 days to receive a refund. Any orders received after the 10 day RMA cycle will be returned to the buyer with no refund accepted. A return label is emailed upon buyers request. Buyer will be charged for return shipment unless item was defective. No refunds given after 45 days. No exceptions. All sales final on actual drapery rod lengths and custom hammered address plaques. All sales final on any custom items and custom alterations to existing designs or products.
Rules for Swell/Yotpo Rewards Program.
Our rewards program is designed for customers who plan to keep ordering in the future. Trade accounts do not qualify for our rewards program. Points must be redeemed within 1 year of receiving them. Any orders that have a discount applied outside of the Swell Program do not qualify for points. Discount codes cannot be used on orders that have an authorized discount. Points are only redeemed in $5,$10,$25,$50 and $100 discount codes. Only one coupon can be used per customer. Only one coupon can be used per 30 days. It is the customers responsibility to enter the discount code prior to checkout. Points cannot be used for custom orders. Please contact us at email@example.com before ordering if help is needed. Discounts cannot be added once a customer checks out.
Why do I need a Signature Confirmation?
Due to package theft (aka porch pirates) we require a signature confirmation on ALL custom items and on standard orders over $500. We apologize for the inconvenience, but it is our responsibility to get your order safely delivered. If you would like to waive this option please contact us immediately before or after ordering. Thank you for understanding.
Do you offer free shipping?
Free shipping is only available when we are having a promotion. It is the buyers responsibility to pay for returns. The customer may request a return label, but will be charged and deducted from the return.
How soon will I receive my order?
Most stock items ship within 3-14 business days. If their is going to be a longer delay, you will be notified within 24 hrs. of purchase. Custom orders can range from 2-8 weeks depending on openings. Contact us for details.
Can I pick up my order from your studio?
We are not open to the public.
If I want to order a hardware sample do I get charged for a restock fee?
No. You may order up to 5 different cabinet hardware samples and not be charged for any fees. Shipping and handling are non-refundable. It is the buyers responsibility to pay for returning samples. You can request a return label which will be deducted from the customers refund. Return policy on samples is the same as our standard. 30 days.
Do you ship internationally?
Yes to Canada and USA only. Other areas coming soon.
Can I order finish samples?
Yes contact us at: firstname.lastname@example.org for details on receiving free finish samples.
What color is Wax?
Go to our new Finishes page for more info. Link in the menu bar on top.
What is the difference between ordering a sample or a finish sample?
A sample is an actual piece of product we make. Knob, pull, etc. A finish sample is just a small sample of iron textured with the finished color applied. Wax finish is the natural color of the iron which is a very dark grey. So dark it looks almost black in dark lighting. This is a traditional way of protecting metal which was used by blacksmiths before paint was invented.
Do you make custom items or custom requests?
Yes we make custom items. Please email and tell us what your looking to have made. Along with dimensions of item, picture or sketch if possible, ETA and quantity of item. Budget if possible. This information will help speed up the quote process. Look on our Custom page for a variety of pictures of items we have made.
Are you open to the general public?
No we are not open to the general public.