Shippings & Returns
Domestic Shipping (USA):
Shipping options are available upon checkout and will be calculated automatically.
International Shipping:
International shipping options are included in the shipping details section upon checkout. For information about potential charges, contact your local customs office. Please note that Tondo Atelier is not responsible for lost or damaged packages en route, import duty charges, carrier handling fees or for international customs charges that may apply. We cannot guarantee a delivery date due to customs process.
If an item is not currently in stock, please allow 2 to 4 weeks for manufacturing time as each piece is unique and carefully handcrafted and made to order. If you need your order expedited for any reason please contact info@tondoatelier.com and we will do our best to accommodate your request.
Once your order is shipped you will be notified with a tracking number. If you would like to have your order rushed or delivered by a different courier service, please get in touch to arrange alternative delivery options. Please have your item delivered to a safe and secured address. Tondo Atelier is not responsible for lost packages that have been marked as delivered.
Returns
All items are carefully inspected before shipping, but we accept a return or exchange if an item shows up to you broken or defective. Returns will require a Return Authorization. Before shipping any item back, you must obtain a Return Authorization (RA) number. Please email info@tondoatelier.com with your order number and ship it back within 7 days of receiving your purchase.
To be eligible for a return, the item must be unworn and in the same new condition that you received it. The buyer is responsible for securely packing and shipping the item along with the original packaging, including insurance and tracking for the total cost of the item(s). We cannot offer refunds for any item that is not in its original condition, is damaged or missing parts due to actions of the buyer, or items returned more than 7 days after receipt. No returns are allowed for custom orders or pieces that have been altered in any way including sizing. We will not accept for return any merchandise that show signs of wear, use, or alteration.
Once the item is received, we have the right to deny a refund if the returned item is not in original condition or do not meet our quality standards. If the return is accepted, we will refund the entire purchase plus original shipping costs as long as the piece is returned unworn within 7 days of receipt.
SALE ITEMS:
All sale items are final sale and cannot be exchanged or returned.
REPAIRS:
Our jewelry pieces are handcrafted and as with any product of this nature, natural wear and tear or accident may result in damage. We recommend any piece requiring repair to be sent to us for evaluation. After receipt a course of action will be determined and this usually entails sending the item back to the atelier so it can be repaired.
This process may take up to 8 weeks depending on the complexity of the piece and there may be a fee associated with the repair, to be determined and agreed by the customer. All repair inquiries should be sent to info@tondoatelier.com.
CUSTOM ORDERS:
Some pieces in our collections may be customized. This can include changes in ring size, chain length, different gemstone, etc. These types of alterations would be considered a special order.
Special orders are non-returnable and non-refundable and require a deposit of 50% the total price.
These custom orders may take up to 12 weeks to produce depending on the production complexity and availability of specific gemstone sizes.
Please email info@tondoatelier.com to enquire about a custom order.
BACK ORDERS:
On occasion an order may be placed for an item that is sold out or appears to be in stock, but has actually sold before online inventory is adjusted. When this occurs, we will notify you as soon as possible. Items that are regularly stocked will be backordered and shipped as they become available.