To our SHELTER family,
As most of you know, we closed our doors on March 16, and have remained closed due to DC's Shelter in Place mandate. We are now in "Phase 1" of the city's reopening, so we wanted to share how we plan to move forward, and answer a few questions we regularly receive about our current operations.
FIRST AND FOREMOST - our online site will continue to operate, and shipping is always available! We offer free USPS shipping on orders over $75 or more, and free hand delivery within 3 miles of the shop for orders over $300. We're always looking for ways to improve our online experience and have our in-person shopping experience translate virtually. If this is how you feel safest shopping with us, by all means, we encourage you to continue to do so. If you have questions about a specific product online, would like more information, or would like to see it on, please reach out to us at firstname.lastname@example.org.
STARTING JUNE 16, we will be offering the curbside pick up option for you. Initially, we will run this on Tuesdays, Thursdays from 2-6pm, and Saturdays from 12-4pm. Here's how it will work:
- You can place an order online from our in-stock selection and select "local pick up" at checkout. Your order will be ready hopefully within a few hours, but at most in 24-48 hours. You will receive a note when your order is ready to be picked up. We will have a table at our front door that you can walk up to and pick up your order, and our team will be there with gloves and masks to assist.
- For the safety of yourself and our team, you must wear a mask when you come pick up your order
- Alternatively, you can call us at the shop during our pick-up hours and place an order over the phone. We will take your contact information and let you know then when it's able to be packed and ready to be picked up.
This is an evolving process that we are trying our best to navigate. We ask that you have patience with us as we figure it all out, and understand that this is subject to change based on customer demand, product availability, city guidelines, the wellbeing of our staff, and more.
An important note: It will be awhile before we are “reopened” in the traditional sense. Even when we can open our doors again, there will be limitations to the number of people who can enter at a time, our hours, trying things on, and more. It will realistically be several months at least before there is any semblance of normalcy in the shop. As much as we appreciate the support and excitement over reopening, please know this is still a massive strain on our business financially to be operating with this many limitations and about 30% of our usual revenue. We ask that if you can, you continue to support us online (all purchases help, truly). We're working to make sure your shopping experience remains enjoyable with us, whether online or in-person.
Here are a few other questions we've received:
When do you plan to reopen?
We’re not sure. We are closely following DC’s protocols that have been put in place, and are currently working toward a curbside pick-up plan. Our staff and customer’s safety is our #1 priority, so we will not only look to the city’s guidelines, but also observe our team’s comfort levels before fully reopening (even if that means opening later than DC says is ok). DC's Phase 2 (which we have not yet entered) would allow us to welcome 5 people (including staff) in the store at a time.
Can I shop in-store?
Unfortunately, not right now. DC's Phase 1 of reopening does not allow anyone besides our team to enter our storefront, or allow us to accept payment on-site.
Can I see a piece in person curbside before purchasing?
A bit trickier to answer but the short answer is - probably not. We will have a staff member there who can happily show you any products from afar or in our window. But we will not allow pieces to be tried on prior to purchasing.
If I see something in the window when i'm picking up my order, can I purchase it?
Probably! We'd love to help you find any goods you'd like when swinging by. Please understand we won't allow any entry into the store or physical interaction with our products, but if you'd like to point something out we can send you an invoice on the spot and you can walk away with your products!
Can I pay for my order when I pick it up?
No. All purchases must be made prior to pick up, as we cannot take payment on site.
Can I bring you something to be repaired, or discuss a custom piece of jewelry curbside?
If you'd like to drop off a repair, please email us prior to coming by to coordinate. We will happily take-in repairs, but must have details ahead of time. Our turnaround time is now about 5-6 weeks for all repairs, and they will be handled on a case-by-case basis.
We will not be offering custom appointments curbside, but can set up a virtual appointment! This applies to new pieces only. Our heirloom resets are still on hold, as those require an in-person, sit down meeting for us to properly examine the piece.
What is the turnaround time for curbside pick up orders?
We hope that most orders will be available within 24-48 hours, and we're aiming for same day. This applies to in-stock items only, and excludes anything that is made to order or custom. Those times vary, and we will be in touch with you with a estimated completion date.
What safety guidelines are you following?
Our team will be equipped with a mask, gloves, and hand sanitizer at all times during their shift. We ask that you respect this policy and wear a mask when picking up your order. In addition, we have staggered shifts scheduled, and will be cleaning/sanitizing in between shifts.
Again, we appreciate your patience and thoughtfulness as we navigate this new way of operating.
If you have any questions or feedback, please don't hesitate to reach out: email@example.com
In health and wellness,