Retail Store Policies

 

SHIPPING

Most orders are shipped via USPS Priority Mail with tracking and insurance. Jewelry and small forged items ship USPS First Class with tracking. Stock items ship within 3 days and generally arrive within 3-4 days of shipping. Please allow up to 7-10 days for delivery. 

LOCAL PICK-UP

If you are located in the Richmond, VA area and would like to pick up at our Scott's Addition studios, choose "Studio Pick-Up Only" for shipping. We will arrange a date and time for you to come by the studio to pick up your item, and you may even get a quick tour of the studios!

MADE-TO-ORDER

Made-to-order items include shelf brackets and custom mosaic coat racks. Please include any special information when you place your order, or feel free to contact us. Custom items ship out in 2-8 weeks from date of order, depending on our queue at the time. Please allow up to 7-10 additional days for delivery. Due to the unique nature of custom orders, we cannot accept returns of these items.

RETURNS

At Phoenix Handcraft, we want all our clients to be happy with their purchases. If you have any concerns with your order, please do not hesitate to contact usAll items in our shop are made by hand by Johannah + Kyle. Please expect slight variations from pictured items due to the handmade nature of our work.

Contact us within 7 days of delivery for a refund of non-custom items. Shipping heavy, fragile items such as mosaics incurs some risk. Items should be returned in original packing material in good condition and reach us within 14 days of delivery to you. Customer is responsible for return shipping and insurance costs.

Due to the unique nature of custom orders, we cannot accept returns of these items. However, we go to great lengths to ensure our clients are thrilled with the design and execution of their projects, and you can expect excellent communication and regular updates.