FAQ

Frequently Asked Questions & Our Privacy Policy

Our Process/Products

I have old jewelry can you create it into a new piece for me? 

Not at this time. However, there are several local Edmonton designers who specialize in reworked jewelry.


How long does it take to make a custom piece of jewelry?
Normally about 6 weeks is needed from first contact to finished piece.

What is the difference between antiqued brass, raw brass, copper, rhodium plating?
The Antique Brass finish is raw brass or brass plating which has been chemically darkened to simulate aged brass. Antique Brass finish is typically a medium brown with golden undertones, and can vary significantly from one product to another.

Raw brass (gold coloured) pieces are sealed with a protective non-toxic lacquer so that your designs will stay looking like you designed them today, even years from now.

Rhodium plating is a metal deposition process used to coat materials with a decorative and protective layer of rhodium. Rhodium is a noble metal that imparts an extremely bright and hard wearing finish when applied as plating. When applied as a thin plate, it affords a durable finish of exceptional brightness. Rhodium finishes can greatly enhance the appearance and longevity of any metal to which they are applied.

Copper has been used in jewelry making for thousands of years. It is beautiful, durable, and very easy to work with. Copper’s softer composition and affordable price make it an excellent choice of material.

All of our metals are both lead & nickel-free.


How do I care for my Cloud&Lolly jewelry?
Many pieces are already ‘oxidized’ and therefore have a tarnished appearance. You do not have to worry about cleaning these pieces, it adds to the old & vintage look.

Our pieces that are made with rhodium plated silver, again, this process prevents oxidization and you can enjoy the shiny lustre of your chain for years to come with no tarnishing.

Please keep your piece away from water, jewelry cleaners, silver cleaners, treated polishing cloths, perfumes, hairspray, lotions, hand-sanitizers and make-up. Any of these items can damage the protective lacquer and cause tarnishing to occur.

What materials are used to make Cloud&Lolly jewelry?
Our pieces are composed of a variety of materials. Ranging from modern to old (pre 1950) we use buttons, charms, chain, keys and other findings. Hand-stamped and forged pieces from copper, bronze and silver clay as well are used.

Cloud&Lolly earring posts, French wires, and lever backs are composed of lead & nickel-free brass as well as stainless steel (silver colour)

Do Cloud&Lolly items have a warranty?
We are so confident in the quality of our merchandise, that we guarantee your satisfaction. If your merchandise is damaged, due to a manufactures’ defect within one year from the date of purchase, we will be happy to repair your item. This guarantee is valid only with the original product owner and does not apply to normal wear and tear.

 

Payment + Refund Policy

PLEASE READ CAREFULLY.


Returns

If you are not happy with your purchase, please contact us within seven days by email (cloudandlolly@gmail.com). All returns must be in original condition unless there is a defect. Refunds will be made via Paypal. Buyer will be responsible for the return shipping costs.

In the event of an item being lost in the mail, we will replace the item (less shipping charges) with a similar one we have in stock. Should you not choose a replacement, we will refund your item cost (less shipping costs)

We construct our accessories with the utmost care + use quality materials. In the event of a lost or stolen item you've purchased from Cloud+Lolly, we are not able to replace the item. However, a 10% discount will be applied should you wish to purchase a replacement item.

 

Delivery

Item(s) will be shipped within 72 hours of receipt of payment. If your item(s) are lost in the mail we will either mail another provided we have a similar item in stock, or we will refund your money less the shipping charges. You can pay with Paypal, Visa or MasterCard. Items will not be shipped until payment is verified. Insurance is not included in the shipping costs. If you would like insurance added, please contact us and we will send you an adjusted invoice. (recommended for purchases over $100)

Postage

Products will be sent by Canada Post. Postage and packing quoted is for a Canadian and US addresses. Please contact us if you require a delivery to an overseas address, or if you wish to make a large order. Postage and packing for will be priced individually according to size and weight. We will pack the items securely and send them by Canada Post standard parcel.

 

PRIVACY POLICY

What information do we collect?
We collect information from you when you register on our site, place an order or subscribe to our newsletter.

When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, mailing address, phone number or credit card information.

What do we use your information for?
Any of the information we collect from you may be used in one of the following ways:

; To personalize your experience
(your information helps us to better respond to your individual needs)

; To improve our website
(we continually strive to improve our website offerings based on the information and feedback we receive from you)

; To improve customer service
(your information helps us to more effectively respond to your customer service requests and support needs)

; To process transactions
Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested.

; To send periodic emails
The email address you provide for order processing, will only be used to send you information and updates pertaining to your order.


How do we protect your information?
We implement a variety of security measures to maintain the safety of your personal information when you place an order or enter, submit, or access your personal information.

We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to?keep the information confidential.

After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be kept on file for more than 60 days.

Do we use cookies?
Yes (Cookies are small files that a site or its service provider transfers to your computers hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information

We use cookies to help us remember and process the items in your shopping cart, understand and save your preferences for future visits and compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.

If you prefer, you can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies via your browser settings. Like most websites, if you turn your cookies off, some of our services may not function properly. However, you can still place orders by contacting customer service.

Do we disclose any information to outside parties?
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

Childrens Online Privacy Protection Act Compliance

We are in compliance with the requirements of COPPA (Childrens Online Privacy Protection Act), we do not collect any information from anyone under 13 years of age. Our website, products and services are all directed to people who are at least 13 years old or older.

Your Consent
By using our site, you consent to our websites privacy policy.

Contacting Us
If there are any questions regarding this privacy policy you may contact us using the information below.

cloudandlolly@gmail.com


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