I sell jewelry in many color combinations.  A customer will be coming to my home to exchange the piece she purchased because the colors did not match her outfit as well as she thought.  If anyone has been asked to exchange an item; how have you handled it and is it a bad practice to do so?

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  • I had an acquaintance who lives across the country visit my studio and buy a pastel from me a few years ago. I gave her a significant friends and family discount, and shipped the piece to her. Even though I included a pre-paid return label in my Airfloat box, she never returned it (the box). A little over a year later, I got a message from her that the piece she chose wasn't cheerful enough for her and she wants to exchange it for a new piece (the piece she bought was a few years old).

    I really do not want to let people think they are leasing artwork from me. The shipping is hard on it, my frame styles have changed, older artwork doesn't show that well with my newer work, and this piece had been shown several times. Maybe I shouldn't have been, but I was really irritated that she wanted to exchange this on a whim more than a year later. I told her that I would buy it back for what she paid if she replaced my $80 shipping box (I sent a link to the Airfloat site) and sent it back in perfect condition, because I didn't want my work where it wasn't wanted, but I would not exchange it.

    I never heard another word. Best possible outcome.


    • Sheila, that was an excellent way to handle that situation.  And you had every right to be irritated. 

  • If it is an even exchange, then absolutely not a bad practice. I have had husbands and kids purchase something for wife/mom, and she may call or return the next day, because size, or color was an issue. If it was size, I just create the item in her size and put the return back on display, after cleaning. Same thing if color was the issue.

    Exchanges are never a bad idea. They foster a good relationship between you & the consumer. Whenever my customers purchase for someone else, I place a card in the box, as size especially in bracelets and rings, is a very personal thing. That way, if adjustments are necessary, my work will come back to me, not go to someone else, for adjustment. To me, this is part of my "Custom" advertising. You wouldn't keep a pr of jeans that didn't fit properly, or a sweater in a color that was wrong for you, and as jewelry is a very personal accessory, it behooves us, as professionals, to make sure our customers are satisfied. 

  • I get fully 50% of my pano print sales back for an up sell to framed.  This is after informing them at the show that framers charge a lot more than I do because they make their money selling frames and I make my money selling art and these are not standard frame sizes.  I even have an extensive collection of sample frames if they don't like the way it is framed.  They still buy the print and a week or two later I will get the call after they have been to the framing shop.    Doesn't bother me a bit.

    I also tell my customers that buy a print that they are not just buying a print, they are buying a specific number in that limited edition.  If they ever feel they want a larger print or a framed version, I will credit them 75% what they paid for the print.  I've never had anyone take me up on that but it has helped me sell a print when they love the larger framed version and can't afford it.

  •  True story --  I was helping a jewelry artist at the Smithsonian craft show a couple of years ago. A woman came to the booth and said she had purchased a pair of the artists earrings at a consignment store, ( one of those stores where people consign their old used clothes and accessories at a reduced price, not an art store ). She asked the artist if she would exchange these earrings for a new pair.  We were stunned. This woman thought this was a reasonable request. Of course the answer was no.

  • I offer exchanges but not refunds.  I did refund in one case because she was so upset.  I do beadweaving and she said it was falling apart (it wasn't - it was fine).  Rather than hassling it, I told her to send it back and I would refund the money.  I think she (or her husband) had buyers remorse.  I resold the piece the next show.  I figure the bad PR you can get in a neighborhood is not worth it.  I need all the good PR I can get.  In that case I told her that I generally don't refund but I would make an exception.  I think you have to take it case by case. 

    • Thanks Linda and Diane for the good advice.

  • I never have a problem with exchanges & quite often do them. I get a lot of repeat buyers & to me it makes good sense to offer good customer service.

  • I exchanged some pieces I sold at St. James. The customer wanted to go from 18x24 to 24x30 framed pieces to beter suit the scale of their living space. I had to go to Louisville anyway, so it was convenient to hand deliver the work. There was a higher charge added on, so it was win-win situation :-)

    • Upselling - way to go Robert!

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