Customer Service

Payment information for US buyers

We accept Paypal, checks and money orders. You may use our shopping cart to order or simply email your order. We use Paypal as credit card processors. You will see a charge from Fog City Charms on your credit card bill.

Large Order or Custom Order Policies

For all orders over $250 we require payment by check, bank cashier’s check or postal money order. We have adopted this policy for your protection as well as ours. A check or cashier’s check order will be shipped when the check clears which usually takes 7 days, but could take up to 14 days. If you pay by postal money order, your order will ship within 2 business days.

Custom Orders over $250 will require a 1/3 deposit with the balance due upon completion. Large custom orders will typically take 7-21 days to complete, as we handcraft each item individually. Other factors influencing delivery time include number of pieces in the order and our stock of available materials. We will keep you informed throughout the process so that you have a good idea when the order will be finished.

Please email us with your particular needs prior to placing your order.

Quality Assurance

We strive to use the best quality materials available and stand behind our workmanship. If you ever have a problem with an item you have purchased from us, please contact us so that we may resolve the issue. Your satisfaction is our goal.

Returns

Returned items must arrive back to us in the same condition that we sent them out to you with all tags or identifying marks intact.

Item must be postmarked within 5 days of the day you received it.

Please purchase delivery confirmation and insurance on returned items. We cannot be responsible for loss or damage of a returned item.

Shipping charges on returned orders may or may not be eligible for reimbursement depending on the circumstances. For example, expedited shipping charges for Express Mail, FedEx 2nd Day and FedEx Standard Overnight are not eligible for a refund.

Payment refunds will be issued in the manner in which you paid. For example, if you pay by credit card your refund will be issued to the credit card you used. If you pay by Paypal, your Paypal account will be refunded.

If you receive a damaged item, please contact us immediately if you received a damaged item. We will inform you of the best way to deal with this based on the shipping method.

Claims will be made through the original shipping company. Guidelines for insurance claims vary so please contact us immediately so that we can help with the claim process. Be sure to retain all original packaging as well as all pieces of the damaged item, as the shipping agent will request to examine them.