FAQ
1. What kind of products does Soot & Cinders sell?
Soot & Cinders specializes in unique handmade "burned" or engraved items - this includes one-of-a-kind items made with traditional hand-drawn pyrography (or wood burning) as well as unique designs etched or carved with my laser engraver. Our collection includes beautiful jewelry, charming home décor, hand-burned pet portraits, and more.
2. Where are Soot & Cinder's products made?
All products in the Soot & Cinders store are handmade by me in my little workshop in the state of Georgia, USA.
3. Do you have any pets in your workshop? I'm allergic.
I have 2 cats who do have access to the workshop at times. However, they are not allowed to touch items while I'm making them. And, once I complete an item, it goes into a sealed container that they cannot open. I also do my best to ensure there aren't any rogue cat hairs hiding in the packages I send out.
However, if you are extremely or deathly allergic to cats, please exercise caution as I cannot 100% guarantee that no invisible-to-the-eye cat dander didn't sneak its way in.
4. Are your wooden products treated/sealed or untreated?
It depends on the product.
Hand-burned items are sealed with several layers of brushed on acrylic to protect them.
Natural wood items that are laser carved or engraved are untreated.
Colored wood items are stained and sealed before being laser carved or engraved.
On each wood product's page, it will be noted in the "Features" section whether it is untreated wood or if the wood has been sealed.
5. Are your earring hooks nickel free?
Yes. All earring hooks are nickel free and are either gold-plated or silver-plated.
If you need a specific metal for your earring hooks, please contact me before you order - I'll probably be able to help :-)
6. How long do I have to return an item?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
7. How do I initiate a return?
To start a return, please contact us at info@sootcinders.com. We will provide you with instructions on how and where to send your package. Please note that returns will need to be sent to the following address:
Soot & Cinders
6450 Evans Dr
Unit #947
Rex, GA 30273
8. What are the conditions for a return?
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You'll also need the order number, receipt, or proof of purchase. Please note buyer will be responsible for return shipping costs and any loss in value if an item isn't returned in original condition.
9. How long does it take to receive a refund?
Once your return is received and approved, we'll notify you of the approval, and you'll be automatically refunded on your original payment method within 10 business days. Please note that it can take some time for your bank or credit card company to process and post the refund as well.
10. Can I return custom products or sale items?
Unfortunately, custom products, such as special orders or personalized items, cannot be returned. We also do not accept returns on sale items or gift cards.
11. Does Soot & Cinders offer international shipping?
Currently, we only offer domestic shipping within the USA. However, we are actively exploring the possibility of making international shipping available in the near future.
12. What is the shipping cost for orders?
Soot & Cinders offers FREE domestic shipping (USA) for orders above $35 USD. For orders below $35, shipping costs are calculated at checkout based on the weight of the items.
13. How long does it take for orders to ship?
Most orders ship out within 2 business days. Custom orders or personalized items will take longer to prepare - estimated preparation times are located on each custom or personalized product's listing page.
14. My items smell a little smoky. Is that normal?
Yes. All items in this store are made by burning, so if an item was made shortly before shipping it may still have a slight smoky smell when it arrives. Think of the smell you might have on your clothes after being near a campfire. If your items do smell a little smoky when you open your package, please be assured it will fade shortly.
15. I spilled juice on my coasters. What do I do?
It depends on whether your coaster is Cork or Slate.
For Slate, simply rinse off the coaster and let it dry. Slate isn't absorbent, but you don't want the juice, coffee, etc., to stain the engraving.
Cork is absorbent, so you don't want it to absorb the liquid and possibly stain. Rinsing it off with water will prevent this. Please note that if you rinse the coaster off for too long, it may absorb a lot of water. If this happens and it starts to curl up a little like a dome, lay it out flat to dry with the domed middle pointing up into the air - like it's a very short tent. As the coaster dries, it will flatten.
16. What should I do if I receive a defective or damaged item?
Please inspect your order when it arrives and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will make it right and provide a solution.
17. How can I contact Soot & Cinders for further assistance?
If you have any other questions or need further assistance, you can reach us at info@sootcinders.com. We are here to help!