What is yūgen?
The word has origins in Japanese culture and has no exact English translation. But in short, it means "our awareness of our existence in the Universe that brings on feelings so profound that we cannot express them." This encompasses our vision in so many ways. We do our work humbled by the Universe every day - the beauty and expanse, the unknown and the known, the big and the small, the abstract and the very precise, the things we cannot comprehend and the things we know and understand so intimately that it makes life worth living. The people, the places, the experiences, the planet, the universe - the big, the small, it all adds up to yūgen.
I would like a piece created with my photograph - how do I do that?
Wonderful, we'd love to help! First, please browse our custom photo accessories collection to see the items we currently offer. Next, please email us at firstname.lastname@example.org with the photo you'd like to use and the link to the item you'd like to use it on. We will the mock up the approximate crop for your approval, and you can place the order.
I just placed my order - when can I expect it?
All of our items are handcrafted to order. Please be sure to check our turnaround times, which are updated regularly based on our current workload. While we always aim to exceed expectations and work as quickly as possible, this up-to-date information gives you the estimated time it will take to produce your order between the date it was ordered and the date it will ship (unless otherwise specified in the item details on the page you ordered from.) Time in transit once it ships entirely depends on the shipping speed you chose at checkout. Please be sure to contact us before ordering if you have a specific deadline to meet so we can help you meet it!
What are your hours?
We believe that a well-rounded life, self-care, and separation are important so we can give you the best of ourselves and our work. So, like most of you, we aim to keep regular studio hours of M-F, 9am-5pm EST unless it is a high traffic peak time (like the holidays). Though we do typically answer emails during our off-hours when we can.
What is your return policy?
It varies based on the item and customization you purchased. Please see the "returns" section of our policies page for detailed information and to see if your item qualifies. If it does, please contact us at email@example.com to work out details. And please - be nice! We are a small team of real humans who are always eager to help, and your patience and kindness goes a long way.
Your items would make great gifts for my bridal party! Do you offer bulk discounts?
We do! And we love to work with people to make details we get to contribute to their wedding spectacular. Please email us at firstname.lastname@example.org with details on what you're looking for so we can give you an accurate quote and turnaround time.
Is there anything special I should know when caring for my jewelry?
All of our jewelry arrives with care information. None of our jewelry is 100% waterproof, even though they are crafted with water resistance in mind. Please avoid submerging your jewelry in water (remove before showering, swimming, etc.) If your jewelry needs cleaning, please polish with a soft dry cloth. If your piece has a shiny finish, storing it in an airtight plastic bag when not in use will help slow down any tarnishing or oxidation. You can always clean this with a soft, dry cloth and a little elbow grease, too!
I have a brick and mortar / online store and think your stuff would be perfect! Do you wholesale or consign?
We do wholesale! We do not consign. Please take a look at our wholesale catalog and email email@example.com for more information.
Do you have a mailing list?
Yup! Sign up here.
Do you have a physical storefront?
At this time we do not. Our small team of handcrafting gurus work in a private studio in a small Maryland mountain town with the frequent company of a few friendly canines. Everything is handmade with love from a smoke-free environment, and if we ever open up a storefront we'll be sure to spread the word!
What qualifies as a custom item and cannot be refunded or exchanged?
*An item customized with an image provided by you
*A piece was customized in a special size or length that differs from what is detailed in the listing (this includes sized sterling silver rings)
*An item you requested made from images or materials not typically sold in our shop (ie a 14k gold ring, a galaxy image not in our usual collection of available images, etc.)
*Galaxy wrist watches.
If you are still unsure, please ask before making your purchase.
What organizations do you donate to?
We love giving back! A portion of the proceeds from our Galaxy Collection goes to the Planetary Society, a portion from our Animal Silhouettes goes to the Humane Society, and a portion from our Wild Heart Collection goes to the Nature Conservancy.
Where can I read reviews about your service and product?
Please visit our testimonials page. We pride ourselves in great products, fast response times, and outstanding customer service. We also have more live testimonials on our etsy shop.
Why do you issue a re-stocking fee for items returned and receiving a refund?
As is stated in our refunds policy and in every listing from the Animal Silhouette, Galaxy, and Wild Heart collections, we donate a portion of the proceeds to charitable causes for every sale of these pieces. We set this money aside at the time of purchase, and the restocking fee covers this donation. It is non-negotiable.
Do you make everything in the store?
We do make almost everything! All items, except those in our Tribe Treasures collection, are made by Yugen Tribe.