Customer Help

Find answers to the most commonly asked questions. Please note that all orders are currently only being taken via the A Kintsugi Life Etsy store.

Orders and shipping

When will my order ship?

Unless otherwise noted in the listing, all orders of finished items are shipped no later than the next business day. 

Custom orders will ship according to the processing time described in the custom order listing itself. Orders containing both finished items and custom made-to-order items will ship all items together when the custom item with the longest processing time is ready.

Business days do not include Sundays or holidays when the US Postal Service is closed. A list of these holidays can be found on the USPS website.

How long does it take for me to receive my order?

The time it takes for your order to arrive depends on the destination and the shipping method you choose.

You have three shipping options:

  • Ground Advantage (formerly known as First Class Mail) generally takes 2-6 business days after dispatch.
  • Priority Mail generally takes 1-4 business days after dispatch.
  • Priority Express Mail is delivered to most destinations the next business day after dispatch, although it may be the second day for some locations.

What shipping options do you offer?

A Kintsugi Life only uses the US Postal Service for shipments and only ships to USA addresses.

You have three shipping options: Ground Advantage (formerly known as First Class Mail), Priority Mail, and Priority Express Mail.

How much does shipping cost?

The cost of shipping depends on the shipping class chosen.

All shipping prices below are per order (not per item in the order). The free standard shipping option for orders of $75 or more is based on the order total before taxes and after any other discounts.

  • Ground Advantage: $3.49 on orders below $75; free for orders of $75 or more
  • Priority Mail: $8.35
  • Priority Mail Express: $28.65

    How do I track the status of my order?

    Tracking information will be provided by email to the email address you enter for your order. You can check the status of your order by clicking on the link in the email or by visiting the website and entering the tracking number you received there.

    What do I do if I entered an incorrect shipping address for my order?

    If you contact me before your order is shipped, I can cancel the original order and let you redo it with the correct shipping address.

    Once the package has shipped, I cannot make any corrections to the address. If the package is returned to me due to an incorrect or invalid address being supplied, it will be treated as a return as described in the Return policy page. Shipping charges are not refundable since those charges will already have been paid to the US Postal Service. If you wish to re-order the item(s) using a corrected address, you may do so after they are re-listed for sale.

    Be Still Beads is not responsible for packages that are mis-delivered due to an incorrect address being supplied by the buyer. Please use care when entering this information!

    Do you ship to my country?

    We only ship to USA addresses due to the increasing complexity of customs and importation tax collection requirements (including VAT, GST, tariffs, and other import taxes in various countries). We are simply too small and lean to keep up with the ongoing changes in this area. We sincerely apologize for the inconvenience this creates!

    Returns, refunds, and cancellations

    Can I change or cancel an order after I’ve submitted it?

    For all pre-made items, you may change or cancel your order as long as you contact us before your order is shipped. If it has already been shipped, any changes will have to be handled as returns.

    The one exception is custom order items. These orders can only be changed or canceled prior to work beginning on their creations. Once supplies have been ordered or actual construction of an item (or items) has begun, the order no longer qualifies for changes or cancellation.

    What is your returns policy?

    To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original gift box packaging.

    Our no-hassle return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund.

    Custom orders and clearance items (discounted 30% of more) are not eligible for returns.

    To complete your return, contact us with your order number as proof of purchase. We will supply the address to which your return should be sent with your return authorization number. Please include this number on the outside of the package.

    For more information about returns, please visit our Return policy.

    How should I mail my authorized return?

    You will be responsible for paying for your own shipping costs for returning your item, so choose whichever shipping service works best for you. The address to ship your return to will be provided with the return authorization number.

    Using a trackable shipping service or purchasing shipping insurance is recommended (but not required) to ensure that your return shipment arrives safely.

    I received the wrong item.

    Please contact us immediately if you receive the wrong item to make arrangements to receive a pre-paid shipping label for the return of the incorrect item and to get the correct item shipped out as quickly as possible.

    Please include your order information and an image of the wrong item in your message, if at all possible, to expedite this process.

    My item arrived damaged.

    If your package is damaged in transit, please keep all packaging materials. Etsy may require pictures of your packaging and the damaged item before they will cover a refund or replacement. Please contact us if you need help working with Etsy to qualify for a refund or replacement.

    My order hasn’t arrived.

    Please contact us if you have not received your order within the expected timeframe. We can help you work with Etsy to qualify for a refund or replacement.

    Other questions

    Do you offer wholesale?

    No, not at this time.

    Can you repair my _________?

    I am not accepting customer items for repair at this time. Please see the list of Kintsugi artists on my website to find other kintsugi artists who may be able to help you with the repair.

    Do you accept orders for custom designs?

    I accept custom orders in order to design a new piece or modify an existing jewelry item or accessory to better meet your needs, but I do not offer personalization.

    Please note that I do not have the equipment to cut or shape my own stones at this time, so any custom work will require that I have a suitable stone in the desired shape, color, size, and stone type. In addition, I have no control over the number, location, or pattern of breaks that occur during the breaking process, so I cannot accept custom orders for a specific breakage pattern of any kind.

    To initiate a custom order request, please contact us to discuss whether your request is one that I can fulfill.

    Can I send an order to someone else as a gift?

    Yes. Enter the name and address of the person to whom the gift should go in the Shipping Address of your order to have it sent directly to them. Each order can only be delivered to a single address. To ship items to more than one address, you will need to place a separate order for each address.

    Packing slips contain no payment information, so the gift recipient will not see the cost. If you wish to include a gift message on the packing slip, please enter the gift message text in the Gift Message text box on the checkout page in Etsy.

    Can I purchase items from A Kintsugi Life in person?

    A Kintsugi Life merchandise is not currently available in any stores, but we do occasionally participate in local (Indianapolis area) craft fairs. The current schedule can be found on the Events page.