✦ Frequently Asked Questions

Ordering & Customization

  • Q1: Are the items in the shop "Ready-to-Ship"?

    • A: Most pieces in our online shop are "Made-to-Order Style". This means you are seeing representative examples of the design style, and we will handcraft a piece for you after you place your order. This allows us to offer more styles and simplifies the process compared to full custom orders for these core designs. Each Made-to-Order Style piece requires approximately up to 2 weeks for creation. Truly unique "Ready-to-Ship OOAK" items (only one available, ships quickly) may occasionally be announced on our IG , please follow us there! 

  • Q2: Your product descriptions mention variations. What does this mean?

    • A: We pride ourselves on creating unique, handcrafted pieces using natural crystals and artisan techniques. This means no two pieces are ever exactly alike. Variations are inherent and celebrated! Expect differences in:
      • Main Crystals: Natural stones have unique colors, patterns, inclusions, and sometimes slight shape/size differences.
      • Metalwork: Wire wrapping and metal details may have subtle variations characteristic of handmade artistry.
      • Accent Stones & Dangles: These are often thoughtfully selected by the artisan based on the overall aesthetic and harmonious design to best complement your unique piece, ensuring its absolute individuality while honoring the described meaning.
    • We guarantee the overall design integrity, energetic quality, and core design elements will align with the style presented.

  • Q3: Can I request a specific main crystal for a "Made-to-Order Style" piece?

    • A: Yes! If you have a specific preference for the main crystal type for this style, simply mention the crystal type you desire in your order notes at checkout. We are very happy to accommodate your request where possible based on stone availability and suitability for the design, free of charge. Everything is designed to be straightforward and worry-free! 

  • Q4: What if I want a fully custom design not shown on your site?

  • Q5: How long does it take to create a "Made-to-Order Style" piece?

    • A: Please allow approximately up to 2 weeks for your unique piece to be handcrafted before it ships. Ready-to-Ship OOAK items (announced via social media) ship within 2 business days of purchase.

Products & Materials

  • Q6: What materials do you use?

    • A: We primarily use natural crystals and gemstones, sourced for their beauty and energetic qualities. Metalwork is typically done with Jewelry-Grade Brass Wire, chosen for its warm hue and workability. Accents may include freshwater pearls, high-quality glass elements, Zircon (CZ), and other varied gemstones or charms. Specific materials for each piece are listed in its description. Please note that due to the one-of-a-kind nature, accent materials can vary.

  • Q7: How do I care for my AetherGem jewelry/wand? (Care Instructions)

    • A: To keep your piece beautiful:
      • Avoid Water & Chemicals: Remove before showering, swimming, or using lotions/perfumes. Chemicals can damage stones and metal.
      • Storage: Store in a dry place, preferably in the flannel bag or box provided to prevent scratches and slow tarnishing. 
      • Cleaning: Gently wipe metal and stones with a soft, dry cloth. Avoid harsh cleaners or ultrasonic devices.
      • Brass Patina: Brass naturally develops a patina (darkening/color change) over time with exposure to air and skin oils. This is normal and adds character for many. If you prefer a brighter look, gently polish the brass wire areas with a jewelry polishing cloth suitable for brass. Be careful around gemstones.

  • Q8: Is the brass wire hypoallergenic? What about allergies? (Brass Allergy Information)

    • A: Our Jewelry-Grade Brass Wire is typically nickel-free. Brass itself is an alloy of copper and zinc. While many people wear brass without issue, individuals with known sensitivities to copper or brass may experience a reaction.
    • Occasionally, brass can cause a harmless greenish tint on the skin due to a reaction with skin oils or acidity – this is normal for brass/copper jewelry and easily washes off.
    • If you have severe metal allergies, brass jewelry might not be the best choice for you. If you have mild sensitivity, you could try applying a clear jeweler's lacquer or clear nail polish to the parts of the metal that touch your skin, or primarily wear the pendant over clothing using the provided leather cord.
    • We are not responsible for allergic reactions. Please consult your doctor if you have concerns about metal allergies.

  • Q9: Are the crystals ethically sourced? Do you cleanse them?

    • A: Yes, we strive to source our crystals and materials from reputable suppliers who prioritize ethical sourcing. Furthermore, each piece is energetically cleansed before shipping. We still encourage you to connect with and cleanse your piece in your own preferred way upon arrival to establish your unique bond. 

Shipping

  • Q10: Where do you ship to?

    • A: We offer worldwide shipping.

  • Q11: How much does shipping cost?

    • A: Shipping costs vary based on destination and selected shipping speed. You can see the calculated cost at checkout before finalizing your order. 

  • Q12: How long does shipping take? Will I get tracking?

    • A: After the creation time (for made-to-order items), estimated standard shipping times (please note these are estimates and business days) are:
      • USA & UK: Approx. 4-8 business days.
      • Other Regions: Approx. 14 business days.
    • Yes, tracking information is provided for all orders via a shipping confirmation email. 

Returns & Refunds

  • Q13: What is your return policy?

    • A: Your satisfaction is our priority! If you are not satisfied with your purchase for any reason, you may return it for a full refund, free of charge (we reimburse your return shipping cost). This applies to both made-to-order style and custom pieces.

  • Q14: What are the conditions for returning an item?

    • A: To be eligible for a return, the item must be in its original, unused condition and returned with all original packaging and any included free gifts (like the pearl necklace or leather cord) kept complete and intact. 

  • Q15: Who pays for return shipping?

    • A: We ultimately cover the return shipping cost. Please initially pay for the shipping to send the item back to us. Once we receive and confirm the item is in eligible condition, we will refund your return shipping cost along with your product refund, or issue a separate refund for the shipping cost. Please keep your shipping receipt.

  • Q16: How do I start a return? Is there a time limit?

    • A: There is no strict time limit for initiating a return, however we appreciate prompt contact if you encounter an issue. As long as the item meets the return conditions (original, unused, complete with all packaging and gifts), please contact us at KK@aetherhem.com to start the return process. We will guide you through the simple steps. 

  • Q17: When will I get my refund?

    • A: Once we receive and inspect the returned item to confirm it meets the return conditions, your refund (including the reimbursed return shipping cost) will be processed back to your original payment method within 14 business days.