Do I have to pay VAT if I'm not based in the EU?
We've adjusted our website to have prices reduced by the Dutch 21% VAT which will be reflected at check-out (after shipping page). By law, prices must be listed VAT inclusive which is why you will only see the reduction at check-out. To note, VAT reduction is only available to pieces being shipped outside of the EU. In this case, you, the customer, may be responsible for any customs, duties or sales tax charged by your country upon import. Dutch VAT still applies to all pieces shipped to European Union Member States (you know who you are!). Also, for those of you in North America, we have a special UPS / DHL / Fedex Economy flat rate of €29.
Will Brexit affect your business with the UK?
Regrettably, yes. While we would love to continue selling to our customers in the UK, we are not set up administratively to handle the VAT requirements set forth by Brexit. While you will be able to browse the shop, you won't be able to complete check-out as we will not be able to ship to the UK.
Do you have a physical (brick & mortar) shop?
Yes! and no. We do take space in Amsterdam but not throughout the year. If we open a shop, we will have it posted on our blog and FB page.
How long before my order ships?
We are a small limited production company and hand craft everything in our Amsterdam studio. Since we make to order, you can expect your selection to ship between 3-10 business days from date of order. Special orders may take longer. Once we begin a special order, please keep in mind that the piece cannot be cancelled, returned or exchanged.
How often do you update your website?
We continually create product for the collection. The easiest way for us to update the site with these pieces is to list them under the 'New Additions' drop down under the Collection Tab. This allows us to quickly showcase a new exciting piece or group and to get feedback from you. We've also opted to shoot these pieces in more of a 'mood setting' which is in keeping with the aesthetic of the collection.
How long will it take to receive my Blue Hound piece?
Once we’ve completed your handcrafted piece of jewellery, we will ship via PostNL (Track and Trace), DPD, DHL or FedEx Economy . Since we insure every piece, the cost of shipping will depend on the total amount of the order. All orders are shipped from Amsterdam. Delivery will usually take 3-7 business days after shipping. In some cases, longer based on location. If you need sooner, please email us separately to order or for pricing.
For all international orders, please be aware that there may be additional import charges (taxes, duties, etc) and we will not be responsible for any of these incurred charges. Fees will vary by country and based on the retail value of the piece. For further information, please contact your local customs office. If your piece is returned due to non-acceptance of import charges, full costs of re-shipping will apply.
Do you accept special orders?
Since we make everything to order, we can usually accommodate some special requests such as a custom length or ring size. Please contact us to discuss.
What is your return policy?
All of our pieces are made to order and therefore we do not offer refunds. If for some reason, you’d like to exchange your piece, we’d be happy to accommodate you so please contact us. We will only accept exchanges on pieces within 7 days of receipt and with an authorization code. If there is a difference in price, we will issue store credit only. Pieces must be unworn and undamaged to be accepted for exchange. You will be responsible for your own shipping costs. Original shipping costs are non-refundable. Store credit must be used within 6 months from issuance. All exchanges are final.
Keep in mind that there can be slight differences between our photo and the piece that you receive. As we hand finish all of the pieces, there are slight variances in the oxidizing and texturing processes. Also, please remember that on our diamond pieces, no two stones are alike! We believe these make our pieces more special and unique.
Please note that we can not be responsible for the loss or damage of a returned piece. For this reason, we suggest that you insure any return piece for the retail value. Also, please include your full information including return address with your exchange.
Special orders and sale items are considered a final sale and can not be exchanged for another piece or store credit.
My piece needs repaired. What do I do?
If any of your Blue Hound pieces ever need repaired, please contact us to work out the details. There is no charge for repairs within 30 days of receiving your piece. Should something happen after that period, just let us know. Repair charges will vary according to the type and complexity of repair and we will let you know what the cost including shipping is once we see the piece.
How do I care for my jewellery?
The aesthetic of The Blue Hound is unrefined and imperfect. We believe that these slight flaws, natural aging and oxidation make the piece unique and special to you. To some extend, we believe that jewellery will take on the life of the wearer and therefore we clean ours as little as possible!
The best way to prevent oxidation of your silver is to wear it! Over time, other elements may cause your silver to tarnish, including skin lotions, pollutants, and perfumes. Any of our pieces with leather should not be exposed to water as this will alter the leather.
To maintain your jewellery, we suggest storing it in the zip lock bag that it’s shipped in. This will slow the oxidation process which is caused by exposure to air. Avoid exposing your jewellery to creams and lotions. Also, remove jewellery when swimming in chlorinated water. It’s advisable to not sleep in your jewellery as it can cause undue stress to some of the components.
To clean your product (silver or 14k gold), wash it briefly in warm soapy water, dry with a soft cotton cloth (an old t-shirt works great). For heavier cleaning of silver, you can gently use a soft bristled brush with some white toothpaste. Never clean with silver jewellery cleaners. This will remove all oxidation and leave you without the hand finishing that gives your piece character.
Always be extra careful in cleaning pieces with stones and/or delicate chains.