The last sale I made in 2019 came in on Christmas Day. It was for someone who was out of state, and since a majority of my sales are at in-person events, I always take note of my online orders.
However, the necklace I sold wasn’t entirely what the customer was looking for, and she ended up returning it. And it was at that moment I realized how important writing a return policy just was, both for the immediate issue at hand and for any future purchases.
Writing a return policy that is clear and helpful is also one of those important customer service tips for jewelry artists. Return policies and shop guidelines can help protect your business and your shoppers. If they need to return something they know exactly what they need to do, and you’re protected from someone who could be trying to take advantage of you. If you haven’t yet established a return policy, here are a few tips for writing a return policy for your business.
Fixing and modifying purchases
If something you make breaks, are you willing to fix it? Is there a certain time that this would expire? If the person lives outside of your area, do they need to pay for shipping? What about if the length isn’t right, should you offer modifications? All of these questions are what you should consider for any fixes or modifications you offer as a business.
For me, it’s always been important to offer to fix any of my jewelry that breaks. In many cases, I guarantee my designs for life and want to be sure that my customers are happy. That’s why I included the ability to send an item back to be repaired as part of my policy. If something breaks or doesn’t fit perfectly, all the buyer needs to do is ship the item back to me.
Exchanges and returns
Do you want to allow someone to return an item if they don’t like it? What about exchanging it for something else?
As much as I try to capture the detail of each item I make, sometimes pictures aren’t enough. If you don’t like the item that you purchased, I can offer an exchange for something new, or even a modification so the item works better. If you want to take advantage of this, contact me 3 days after the item has arrived and ship it back to me within 7 days. By then we should have something in place that works for you.
Shipping on returns or fixes
If you offer to fix broken jewelry or exchanges, consider your shipping policy. Do you cover the cost of shipping the item back to you? What about back to the customer?
For me, shipping back to me is on the buyer, but I’ll gladly ship the item back at no cost. As a small business, I can’t afford to pay both rounds of shipping.
Successfully writing a return policy
It’s important to make sure that when writing your return policy you have a clear policy in place for your customers. What do you have in your policy that’s especially helpful? Share your tips and policies below.