We got you.

Troubleshooting. Care. Shipping. Returns.

What’s up with your production and release times—I can’t seem to get a piece!

First, thank you in advance for your patience with us! We started Cool & Brown as a fun way to connect with handmade wares and share them. Products are created in our spare time. This means we typically have smaller runs, and even smaller runs of more labor-intensive items like cushions.

I’m having a payment processing issue, or I had an item in my cart and now it’s gone! How can I protect my purchases?

Since demand on release days are always quite high you could run into payment interface issues. This happens because many folks are making purchases at the same time.

Sometimes it could be that many are checking out with us at once. Other times it could mean that someone could be checking out with your item in their cart and is further along in the checkout process than you are in that instant. We do not have control over how the payment technology prioritizes transactions and cannot do anything on our side to assure the item you add to your cart makes it with you through the entire check-out process. It is truly a first-come, first-served process. We’re small yet mighty. Please remain hopeful and eager! There’s always great stuff on the horizon!

Using ApplePay, GooglePay or PayPal can help make things faster!

When do items ship and how are they packaged?

Unless otherwise noted in the product description, items are shipped within 3 business days. All pieces are carefully packaged in boxes and padded mailers and sent via USPS (United State Postal Service).

The cushions are shipped in boxes lined with tissue paper or another Kraft paper filler. This protects the item and keeps us from using not-so-environmentally safe packing materials.

How do I clean my rug-hooked cushions?

Cushions are decorative and not intended for use as a standard bed pillow—but are tough and can take a lot of handling. Do not machine wash or dry as machine washing may cause excessive wear and tear of cushions. We recommend using a pure baking soda and water solution to gently wipe and dab any stains from the cushions.

How do I care for my earrings?

Brass Ring Connectors - The rings holding the pieces together are an alloy of copper and zinc and will naturally tarnish when exposed to oxygen. Some people like the patina of tarnished brass and the tarnish is actually a protective layer for the brass, but if you want to get the shine of new brass use a Sunshine cloth and gently rub the surface until shiny. You can find Sunshine Cloth HERE.

Wooden Earrings - The backs of the unclaimed wood earrings are intentionally unfinished as we like the feeling and texture of unclaimed wood—and we want you to know your earrings were saved! That said, don’t leave them in standing water as the wood may swell over time. Otherwise, they’re very durable!

Acrylic Earrings - A simple wipe with a cloth will do the trick!

What is your return policy?

You have up to 3 days to report any defect or breakage in a piece. Please contact us at coolandbrownshop@gmail.com when this happens. We will accept returns for a full refund minus shipping costs as long as the piece(s) are in the same condition as when it was shipped. If the piece is faulty or damaged from our own error, we will fix the piece at no cost to you. If the damage was an accident on your end, the repair cost is dependent on the part in need of replacing or repair. Custom orders are not returnable. 

If there is a problem with your order, please send us a message and we can try to work it out!

When returning your pieces for repairs please include:

Name: 
Email: 
Address:
Order #:
Detailed instructions on what is needed:

Do you repair broken C&B jewelry?

Yes! We repair older pieces that have been damaged through lots of wear and tear. Regardless, we will fix any unhappy pieces as we'd never love our pieces to go unworn or unloved!