no.1 Traces pendant

Customer Service

All pieces are handmade to order in Suzanne Nairne’s studio in East Vancouver, BC, Canada. Because of the this, there may be variation between pieces and they may differ slightly from the photographs. We really do want you to appreciate our original pieces, so please contact us with any questions or concerns that may arise.

Timelines

Some pieces are held in stock but many are made to order, so please allow two to four weeks after your order is placed for the piece to be shipped. If you require delivery by a specific date or would like to place a rush order, please contact Suzanne Nairne prior to placing your order.

Shipping

It is no longer possible to offer free shipping, which is the same lately for many small creative businesses. The work is labour intensive, and prices must reflect this in order to survive. I try to be as fair as possible in pricing - in fact, myself and others like me, often give a lower value to our work than we should. There is always very little room for profit. For eg…on occasion, shipping costs for a pair of Sketches earrings amounted to 1/2 of the price I was charging for the earrings. Definitely not sustainable. I do use a company with the most competitive prices and yet, provides very reliable service.

A suggestion, especially if ordering a pair of Sketches earrings or a small pendant, many of which sell for under $100, is to order with a friend. Because the weight of 1 vs. 2 pair of these earrings is negligible, the cost of shipping ( with tracking and insurance ) would be the same, but you would both share the cost.

If you have a deadline by which to receive your purchase and require faster shipping, I would let you know the amount at the time of ordering. The same would apply to custom orders - the shipping cost would be included in the original quote for the work.

Alternate shipping arrangements may have to be made for orders, and custom or commissions over $1000. Customers are responsible for any duty / taxes incurred for shipments outside of Canada.​

Taxes

For items shipped within Canada, appropriate provincial and federal taxes will apply (GST, HST, PST). There are no taxes added for items shipped to the United States or internationally.

Returns/Exchanges

Due to the small size of our business and the handmade nature of our products, we are currently unable to accept returns. All items are carefully inspected for quality before shipping, but if a product is damaged upon receipt please contact us ASAP and we'll arrange for a replacement. We are able to accommodate exchanges for pieces that are not custom made.