FAQ's: Frequently Asked Questions
A Guide To Our Site
With more than 2,000 designs available in Sterling Silver, 14k Yellow Gold and Copper, our site may seem a little overwhelming at first glance.
This guide will help answer all your questions about how to use our website and make the most of all its exciting features!
Click the questions below to be linked directly to the answer!
Browsing Through Our Catalog:
What are "Featured Items?"
What is the "Our Products" Bar?
How do I use the "Our Products" Bar?
Are there multiple pages of jewelry in each Product Category? If so, how do I move among the pages?
What is "Quick Look?"
I can't get "Quick Look" to work.
How can I see what an item looks like that has "Image Coming Soon" instead of a photograph on the catalog page?
What is an item's "Deep Page?"
What are "deep photos?"
What are "option boxes?"
How can I search for items without going through the catalog page?
I can't get the search bar to work.
How can I make a Wish List of items I like?
Gold Jewelry, Special Requests, Jewelry Maintenance, Sizing and More:
Do you work with Gold?
I don't see the item I want in gold in the gold gallery. How can I find out if it's available and the cost?
I see the item I want in the Gold Gallery, but I want it made a different length, size or gauge. How can I order this item according to my needs?
What options do I have with gold items and how does it affect the cost?
Do you do custom work?
Where can I learn more about all the options I have to customize my jewelry?
Where can I get more information about your store, jewelry, repairs, and cleanings?
How do I put on Black Mountain clasps?
How do I know what my ring or hard bracelet size is?
What metals do you work with?
Where is your jewelry made?
What if I'm allergic to silver or other metals?
How to Purchase Jewelry Through Our Website:
How do I purchase items through your website?
When will my credit card be charged for the online purchase?
What are your shipping options and prices?
What confirmation will I get that my order has been placed successfully?
When will the items I have ordered online be shipped/ready for pick-up?
What if I need my order ready earlier than the listed due date?
I'm picking up my order in the store, how will I know when it's ready?
I'm having my order mailed, when will I receive it?
How can I track my shipped order?
How can I get the item(s) I have ordered in Gift Boxes?
I do not want to put my credit card information into the Internet (or I'm using a Gift Certificate/Store Credit). How can I purchase items without paying online?
I want to return an item for an exchange or refund, what are your policies?
Browsing Through Our Catalog:
What are "Featured Items?"
"Featured Items" are the first items you see photographed on our homepage. A glance at these homepage items will give you a great overview as to the types of jewelry we make. We have at least one item from each category represented as a featured item. Click on any photograph to be taken to that item's "deep page" (learn more about "deep pages" below) where you will get more photographs and information, like size/dimensions and jewelry options. You may also add the item to your shopping cart on this page for purchasing later.
Keep in mind, the homepage "Featured Items" are just a small sample of our more than 2,000 designs! Use the "Our Products" bar to navigate through our entire catalog. (More information on the "Our Products" is listed below.)
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What is the "Our Products" Bar?
The "Our Products" bar is Black Mountain's website navigation tool and allows quick and easy access to any of our jewelry categories. It is located on the left-hand side of every Black Mountain Webpage so you never have to search for it. You will notice that the categories in the "Our Products" bar are divided by either the type of jewelry it is (such as necklaces, bracelets, earrings, etc) or by the design line (such as Crystal Jewelry, The Chapel Hillian, Web Specials etc.) If you are looking for a necklace, you will want to visit our "Necklaces" catalog where every necklace we make is listed. If you are looking for a design that uses Swarovski Crystals, you will want to visit our "Crystal Line" where we have every crystal design listed. (This includes necklaces, bracelets, earrings, pendants, etc.)
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How do I use the "Our Products" Bar?
There are two ways to navigate the "Our Products" bar. One way is to simply click the title of the category you want to view. This will take you to one of two places: 1. You will be taken straight to a jewelry catalog and will see items and photographs; 2. You will be taken to a page which lists the subcategories available for this catalog. Many of these categories will have several sub-categories. This helps to narrow down the specifics of what you are looking for. (Keep in mind, that many sub-categories will have sub-categories of their own, so keep clicking till you see the photographs!)
You can also navigate the "Our Products" bar and access these subcategories without having to leave the page you are on. Simply hold your mouse over a listed category. As your mouse hovers, sub-categories will pop out to the right of the "Our Products" bar. Move your mouse over the subcategory that best suits your needs. If no more bars pop out to the right, then click! If more bars do pop out, then keep hovering over the subcategories that interest you and click when you get to the end!
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Are there multiple pages of jewelry in each Product Category? If so, how do I move among the pages?
When you first enter a catalog, you will notice that there are, at the most, 24 items listed. Don't be deceived! There are probably many more items listed in that particular catalog. However, each page contains only 24 items. This helps cut down on the time it takes your computer to load all the information and photographs on that page. At the top and bottom of each catalog page, you will see a navigation bar. This allows you to see how many pages of items are available (look directly beneath the copper ball, you will see "1 of 3" to let you know that you are on page one out of three pages total.) You can navigate through the pages by either clicking "next" to access the next page, or you can slide the copper ball to quickly access a certain page.
If you don't want to navigate through the pages one at a time, then click the "View All" button. This option puts all of the items in the catalog on a single page. Keep in mind that this will take a while to download as your computer tries to access all of the photos at one time. This is not recommended for slower internet connections.
Another useful feature is "Quick View". This option is listed on the bottom left of the navigation bar. Clicking this button will show only the names of every item in the catalog on a single page. This is extremely helpful if you know the name of the design you are looking for and don't want to scroll through pages of photos. It is also helpful for slow internet connections as there are no photographs to load. If you use this option, make sure to take advantage of "Quick Look!" Read below for more information about "Quick Look."
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What is "Quick Look?"
"Quick Look" is a fun feature that allows you to see an item's description while still on the catalog page. When you hover your mouse over an item's photograph, a small window will pop up above or below the item. This window contains the item's description which tells you a little more about the piece of jewelry. As most descriptions contain size dimensions, this is a helpful way to figure out the size of a certain item without leaving the catalog page. If you have a slower internet connection, this feature allows you to save loading time as you do not have to transfer back and forth from "deep pages" to catalog pages to learn more about an item. This feature is extremely helpful when using the "Quick View" option (see above for information on "Quick View".) When in the "Quick View" mode, not only does a description of the item pop up, but also the photograph!
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I can't get "Quick Look" to work.
If a "Quick Look" window is not popping up when your mouse is hovering over the photo or name of an item, it might be because your computer has not finished loading all the information for that page. Look at the bottom left corner of your web browser window. If it does not say "Done", then wait until it finishes loading and try again.
If your computer is finished loading all the page's information and you still don't see a "Quick Look" window, then you might try holding your mouse over the image for a little longer. Some computers take more time to register the "Quick Look" window.
If that still doesn't work, then try the "Refresh" button on your web browser to reload the page.
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How can I see what an item looks like that has "Image Coming Soon" instead of a photograph on the catalog page?
With over 2,000 designs in Sterling Silver alone, we have not yet been able to photograph every item we make. We are adding photographs online every week and will eventually have the entire catalog finished. Until that time, simply call or e-mail us requesting to see photographs for the particular item(s) that interest you. We will be happy to make them up and put the photographs online for you to see. There is no obligation to purchase these items.
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What is an item's "Deep Page?"
Each item in our catalog has a "deep page". This page is dedicated to that particular item; it includes more photographs, a description and dimensions. You can reach the "deep page" by clicking the item's photograph or name on the catalog page. The supporting photographs in each item's "deep page" will help you see what your options are for that item, and also allow you to see different views of the item. Click any photograph in the "deep page" to enlarge it.
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What are "deep photos"?
"Deep photos" are supporting photographs for a certain item and are located in its "deep page". Make sure to click these images to enlarge them as they will be easier to see and read. These photos will help you determine the gauge of the jewelry, the type of earring findings available, all your Swarovski Crystal color options, necklace lengths, and more!
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What are "option boxes"?
"Option boxes" are drop-down boxes listed below each item's title on the catalog page, and below the item description on the "deep page." These options allow you to customize your jewelry by selecting necklace length, bracelet length, crystal colors, earring findings, etc. They also let you select Gift Boxes for each item. Make sure to select all appropriate "option boxes" for the items you order to ensure that the jewelry is made exactly how you want it! Visit the "Keys To Ordering" page above to learn more about your jewelry options.
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How can I search for items without going through the catalog page?
At the bottom of each page on our website, you will see a search bar. Type in what you are looking for and click "search." Items and categories matching the words you put in will pop up in a new window. You can do broad and narrow searches. For instance, if you want to see all the items we make with hearts, type in "Heart". Every item with the word "Heart" in the title or description will pop up. (Keep in mind that the search bar searches exactly what you type. If you type in "hearts" you will get a different search result list than if you type "heart". Because of this, whenever searching for an item, you should try both the singular and plural version of the word to maximize your search results.) If you are looking for a specific item and know the name, simply type it in the search bar to see all items with that name pop up.
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I can't get the search bar to work.
The search bar does not work for words that are comprised of three or fewer letters, or if they include numbers or special characters. Searches including any of these will come up with a response of: "Your search did not return any results. Please try a different phrase", even if your search phrase exactly matches the name of an item. You can try a different wording to search for the item(s) you are looking for, or use the "Our Products" bar on the left hand side and look through the categories to find the item(s) you are searching for.
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How can I make a Wish List of items I like?
Creating a wish list online is as simple as adding items to your shopping cart! Simply select all appropriate options for the item you are interested in and click the "Add to Cart" button. Once you've added all the items you want to your wish list, go to your shopping cart (which is easily accessed from the top right of every page)). You can then choose to "Print My Cart", "Save My Cart" or "Email My Cart". If you choose to "Save My Cart" then you can easily access it in the future by going to your shopping cart and clicking the "Retrieve My Cart" option. You may also make a wish list at our Retail Location in Chapel Hill, NC that we keep with our records for your friends and family to use as a reference when shopping for you.
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Gold Jewelry, Special Requests, Jewelry Maintenance, Sizing and More:
Do you work with Gold?
Yes! We work with 14k Yellow Gold, and every design you see in sterling silver on our website is also available in gold. Check out our Gold Gallery by clicking "2. 14k Yellow Gold" in the "Our Products" bar. We have the Gold Gallery divided by Necklaces, Bracelets, Pendants, etc. The items in this category are already photographed and priced and give you a good idea of what the gold looks like and the price range. (Keep in mind that many of these items are available in a variety of lengths, gauges and sizes. Read below for details.) Don't ignore the silver catalog, as it is a good resource to see what all of our designs look like. Just e-mail us at: blackgallery@bellsouth.net and let us know which item you would like in gold. We will be happy to give you a price estimate and discuss your special gold options. Visit "Keys to Ordering" (at the top right of this page) for more information on gold gauges and options.
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I don't see the item I want in the Gold Gallery. How can I find out if it's available and the cost?
Just e-mail us at: blackgallery@bellsouth.net and let us know which item(s) you would like in 14k Yellow Gold. We will be happy to give you a price estimate and discuss your special gold options.
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I see the item I want in the Gold Gallery, but I want it made a different length, size or gauge. How can I order this item according to my needs?
Just e-mail us at: blackgallery@bellsouth.net and let us know which item(s) you are interested in, and what changes you need made. Be as specific as possible so that we can let you know if it is possible and what the estimated price is. We are happy to tailor these designs to your specific needs with length, size, crystal color and gauge. Read below to learn more about your gold options.
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What options do I have with gold items, and how does it affect the cost?
Our gold items are made with a variety of options. They include all the options available for its silver counterpart (like length, size and color) but with the added gauge option. Gauge is the thickness of the metal. Gold prices are determined by the weight of the piece of jewelry. A heavier gauge will add more weight to a design; therefore making it more expensive. Likewise, making an item in a lighter gauge will make it less expensive. As gold is denser than silver, we can make a gold item in a gauge lighter than its silver counterpart without losing any strength or durability. Visit "Keys to Ordering" (at the top right of this page) for more information on gold gauges and options.
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Do you do custom work?
We don't generally do custom work. We are primarily set up to produce only our 2,000+ designs. Is is our specialization in these designs and our specific fabrication techniques that allow us to offer the price reductions on our entire catalog of work. Our concentration on these pieces and expertise in their production methods enable us to ensure the consistent and expedient results that make it possible for us to pass cost savings on to you, our loyal customers. For more information on custom work, visit "Keys to Ordering" at the top right of this page.
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Where can I learn more about all the options I have to customize my jewelry?
Simply go to the "Keys to Ordering" page (located on the top right of every webpage on our site). This page will tell you all you need to know about your length, size, color, and metal options to better customize the jewelry to your needs!
Make sure you check out the "option boxes" for the item(s) that interest you to see which options it has available. Don't forget to select your desired options before adding the item(s) to your shopping cart!
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Where can I get more information about your store, jewelry, repairs, and cleanings?
Visit our "Information" page, (sometimes called "Info") located at the top right of every webpage on our site. This page will tell you all you need to know about taking care of your Black Mountain jewelry, our store policies, and all the history you want to know about Black Mountain Gallery and our jewelry! We have also provided a step-by-step guide for cleaning your Black Mountain Jewelry at home!
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How do I put on Black Mountain Clasps?
We have provided a step-by-step guide (with photos) for using our signature Black Mountain clasp!
Click Here to learn how to use Black Mountain's clasp!
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How do I know what my ring or hard bracelet size is?
As rings and hard bracelets are size-specific, it is essential that we know what size to make yours! A perfect fit will make your ring or hard bracelet look and feel great. Visit "Keys to Ordering" for information on sizing rings and hard bracelets. Keep in mind that the best way to find out your ring size is to be sized in person. We recommend that you either visit us in-store or visit your local jewelry store to be sized. For hard bracelets, we have provided a sizing guide for each of our three hard-bracelet styles (Buckle, "O" and "C"-Style). These guides are also located in "Keys to Ordering". Make sure to print out the sizing guide with no size restrictions, otherwise the sizes will not be accurate. Simply viewing the sizing guides on your computer screen will also make the sizes appear smaller than they actually are and result in you ordering the wrong size.
If you have trouble determining your size, feel free to e-mail or call us. We can help you find out which size will fit you best
Don't worry, if the size you order does not fit, we will happily remake it for you.
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What metals do you work with, and where is your jewelry made?
We work in Sterling Silver, 14k Yellow Gold and Copper. Our complete catalog of 2,000+ designs are available in silver and gold; however, we are only able to offer 51 of our classic designs in copper at this time. (Visit our "Copper Line" Category to view these designs.)
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Where is your jewelry made?
All of our jewelry is made by hand at our retail location in Meadowmont Village in Chapel Hill, North Carolina. We proudly design and make every piece of jewelry we sell, which means you are getting a truly unique North Carolina Treasure!
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What if I'm allergic to silver or other metals?
Very few people are actually allergic to silver; however, a large amount of people are allergic to nickel. Sterling silver is comprised of 92.5% silver, and 7.5% of another metal. As nickel is an inexpensive metal, it is commonly alloyed with silver in the production of sterling silver to save costs. This causes many people to believe that their allergic reaction is to the silver, when in fact it is the nickel that is causing the problem. As there is such a large amount of people with a nickel allergy, we only purchase sterling silver that has been alloyed with copper. As copper is hypo-allergenic, it provides a safe reliable way to wear sterling silver. Women who have for years avoided sterling silver jewelry due to an allergy have found that our jewelry is safe for them to wear and can enjoy it 24/7 with no reaction! Our silver is also great for newly pierced ears (which are more sensitive) due to its hypo-allergenic composition. For those of you who wear gold, you can have peace of mind knowing that our 14k yellow gold is also nickel-free.
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How to Purchase Jewelry Through Our Website:
How do I purchase items through your website?
You may purchase items through our website by adding the item(s) you wish to purchase to your shopping cart (make sure to select all appropriate options!) Once you are finished shopping, click on the Shopping Cart icon at the top right of the page to view the items in your cart. This is a good time to check over all the items and their options to make sure the jewelry is ordered exactly how you want it. Then click the "Check-Out" button. During the checkout process, you will be asked for all the information that is necessary to complete the order (like billing and shipping address, credit card info, and your shipping option.) There is also a "Comments" box during the checkout process where you can request a rush date, write a gift message, or provide us with any other vital information. You may also e-mail us following your order with any of this information.
Keep in mind that ordering online requires you to use your credit card, and your card will be charged immediately for the total amount of the order. If you do not have a credit card, or do not want to use it online, then please read below for ways to purchase jewelry without paying online.
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When will my credit card be charged for the online purchase?
Your credit card is charged for the entire amount of the order immediately after placing your order. As we require time to make the jewelry for your order (and this time may vary), you may see the charge on your credit card bill before you have received your jewelry.
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What are your shipping options and prices?
All of our shipping options and prices are listed on our "Shipping" page, which is easily accessed at the top right of every page. You will also see descriptions and pricing for all shipping options during checkout when you reach the "Payment Info" page.
Keep in mind that there are different charges for shipping to Eastern and Western states. Be sure to check and see which region your shipping address's state is listed in.
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What confirmation will I get that my order has been placed successfully?
Once you place your order, you will receive 3 (three) emails. The first is an automatically generated email confirming that your order has been received. The second is an email acknowledging the date on which your order is expected to be shipped or ready for pick-up. The third and final email will inform you that your order has been completed and has been shipped or is ready for pick up. If you do not receive these communications in a timely manner after you have placed your order, please contact us for order confirmation.
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When will the items I have ordered online be shipped/ready for pick-up?
Our homepage (which is reached easily from any page on our website by clicking the "Home" or "Catalog" button on the top of the page) gives the day's due date. It is listed in the gray square at the top right of the page. This is the date that any internet orders placed that day will be either shipped or ready for pick-up. As most of the jewelry is made to order, we need time to manufacture the item(s) you have ordered. Visit our "Shipping" page above for more information on production time and due dates.
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What if I need my order ready earlier than the listed due date?
No problem! We can almost always accommodate rush dates. You can call or e-mail us before placing your order to confirm that the items you will be ordering can be shipped/picked up by a specific date. Or, you may write in the comments box during check-out the date you need the order to be shipped/picked-up.
If you are requesting a rush date for an order that is to be mailed, please tell us the specific date you need the order to leave our facilities, not the date you need to receive it. We cannot account for the time it may take the Post Office, or UPS to deliver a package to your shipping location. You know best how long it takes mail to be delivered to your house, and we ask you to use this knowledge in asking for a rush date.
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I'm picking up my order in the store, how will I know when it's ready?
You will receive an e-mail as soon as possible once your order is completed letting you know that it is ready for pick-up. If you do not receive an e-mail after your scheduled due date, simply e-mail or call us and check on its status as we may be having trouble contacting you.
If you would rather receive a phone call to let you know that your order is complete, please write in the "Comments" box during check-out: "Please call when ready."
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I'm having my order mailed, when will I receive it?
When you receive your shipped order depends on what your due date is and which shipping method you chose. We will not be able to tell you the exact date your order will arrive as we have no control over the delivery time. Make sure to check the current due date (which is listed on the top right of the home page) to see which date your order will leave our facilities. If you need your order to arrive quickly, then be sure to either select an expedited shipping method, or contact us for a rush date so that your order will be mailed earlier.
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How can I track my shipped order?
Once your order is mailed, you will receive an e-mail from us informing you of the ship date. We will also provide you with your tracking number and a link to your shipping company's website where you can track your package.
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How can I get the item(s) I have ordered in Gift Boxes?
Each item has an option that says "Gift Box". The default response is "No", so if you need that item in a separate gift box, you will want to select "Yes". If you have already placed your order and forgot to select the appropriate gift box option, then you may call or e-mail us to request your order be placed in individual gift boxes. Learn more about our Gift Box option by visiting "Keys to Ordering".
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I do not want to put my credit card information into the internet (or I'm using a Gift Certificate/Store Credit). How can I purchase items without paying online?
We have several ways for you to order and purchase jewelry from us without having to use your credit card online.
Please follow the link below for step-by-step instructions on how to place an order without paying online.
Click here for instructions on how to place an order without paying online!
Please Note: If you use the website to check out, the credit card information you provide will be immediately used to purchase the total amount of your order. If you do not wish to use your credit card online, (or are using a Store Credit/Gift Certificate to pay for the order), you must use one of our alternate options.
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I want to return an item for an exchange or refund, what are your policies?
We have created a special document that lists all of our store policies, included is information about returns and exchanges. Please follow the link below to view this document and contact us for any questions or to discuss your return.
Click here to download our Store Policies!
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FAQ's: Frequently Asked Questions
A Guide To Our Site
A Guide To Our Site
With more than 2,000 designs available in Sterling Silver, 14k Yellow Gold and Copper, our site may seem a little overwhelming at first glance.
This guide will help answer all your questions about how to use our website and make the most of all its exciting features!
Click the questions below to be linked directly to the answer!
Browsing Through Our Catalog:
Gold Jewelry, Special Requests, Jewelry Maintenance, Sizing and More:
How to Purchase Jewelry Through Our Website:
Browsing Through Our Catalog:
What are "Featured Items?"
"Featured Items" are the first items you see photographed on our homepage. A glance at these homepage items will give you a great overview as to the types of jewelry we make. We have at least one item from each category represented as a featured item. Click on any photograph to be taken to that item's "deep page" (learn more about "deep pages" below) where you will get more photographs and information, like size/dimensions and jewelry options. You may also add the item to your shopping cart on this page for purchasing later.
Keep in mind, the homepage "Featured Items" are just a small sample of our more than 2,000 designs! Use the "Our Products" bar to navigate through our entire catalog. (More information on the "Our Products" is listed below.) Back to Top
What is the "Our Products" Bar?
The "Our Products" bar is Black Mountain's website navigation tool and allows quick and easy access to any of our jewelry categories. It is located on the left-hand side of every Black Mountain Webpage so you never have to search for it. You will notice that the categories in the "Our Products" bar are divided by either the type of jewelry it is (such as necklaces, bracelets, earrings, etc) or by the design line (such as Crystal Jewelry, The Chapel Hillian, Web Specials etc.) If you are looking for a necklace, you will want to visit our "Necklaces" catalog where every necklace we make is listed. If you are looking for a design that uses Swarovski Crystals, you will want to visit our "Crystal Line" where we have every crystal design listed. (This includes necklaces, bracelets, earrings, pendants, etc.)
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How do I use the "Our Products" Bar?
There are two ways to navigate the "Our Products" bar. One way is to simply click the title of the category you want to view. This will take you to one of two places: 1. You will be taken straight to a jewelry catalog and will see items and photographs; 2. You will be taken to a page which lists the subcategories available for this catalog. Many of these categories will have several sub-categories. This helps to narrow down the specifics of what you are looking for. (Keep in mind, that many sub-categories will have sub-categories of their own, so keep clicking till you see the photographs!)
You can also navigate the "Our Products" bar and access these subcategories without having to leave the page you are on. Simply hold your mouse over a listed category. As your mouse hovers, sub-categories will pop out to the right of the "Our Products" bar. Move your mouse over the subcategory that best suits your needs. If no more bars pop out to the right, then click! If more bars do pop out, then keep hovering over the subcategories that interest you and click when you get to the end!
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Are there multiple pages of jewelry in each Product Category? If so, how do I move among the pages?
When you first enter a catalog, you will notice that there are, at the most, 24 items listed. Don't be deceived! There are probably many more items listed in that particular catalog. However, each page contains only 24 items. This helps cut down on the time it takes your computer to load all the information and photographs on that page. At the top and bottom of each catalog page, you will see a navigation bar. This allows you to see how many pages of items are available (look directly beneath the copper ball, you will see "1 of 3" to let you know that you are on page one out of three pages total.) You can navigate through the pages by either clicking "next" to access the next page, or you can slide the copper ball to quickly access a certain page.
If you don't want to navigate through the pages one at a time, then click the "View All" button. This option puts all of the items in the catalog on a single page. Keep in mind that this will take a while to download as your computer tries to access all of the photos at one time. This is not recommended for slower internet connections.
Another useful feature is "Quick View". This option is listed on the bottom left of the navigation bar. Clicking this button will show only the names of every item in the catalog on a single page. This is extremely helpful if you know the name of the design you are looking for and don't want to scroll through pages of photos. It is also helpful for slow internet connections as there are no photographs to load. If you use this option, make sure to take advantage of "Quick Look!" Read below for more information about "Quick Look."
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What is "Quick Look?"
"Quick Look" is a fun feature that allows you to see an item's description while still on the catalog page. When you hover your mouse over an item's photograph, a small window will pop up above or below the item. This window contains the item's description which tells you a little more about the piece of jewelry. As most descriptions contain size dimensions, this is a helpful way to figure out the size of a certain item without leaving the catalog page. If you have a slower internet connection, this feature allows you to save loading time as you do not have to transfer back and forth from "deep pages" to catalog pages to learn more about an item. This feature is extremely helpful when using the "Quick View" option (see above for information on "Quick View".) When in the "Quick View" mode, not only does a description of the item pop up, but also the photograph!
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I can't get "Quick Look" to work.
If a "Quick Look" window is not popping up when your mouse is hovering over the photo or name of an item, it might be because your computer has not finished loading all the information for that page. Look at the bottom left corner of your web browser window. If it does not say "Done", then wait until it finishes loading and try again.
If your computer is finished loading all the page's information and you still don't see a "Quick Look" window, then you might try holding your mouse over the image for a little longer. Some computers take more time to register the "Quick Look" window.
If that still doesn't work, then try the "Refresh" button on your web browser to reload the page.
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How can I see what an item looks like that has "Image Coming Soon" instead of a photograph on the catalog page?
With over 2,000 designs in Sterling Silver alone, we have not yet been able to photograph every item we make. We are adding photographs online every week and will eventually have the entire catalog finished. Until that time, simply call or e-mail us requesting to see photographs for the particular item(s) that interest you. We will be happy to make them up and put the photographs online for you to see. There is no obligation to purchase these items.
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What is an item's "Deep Page?"
Each item in our catalog has a "deep page". This page is dedicated to that particular item; it includes more photographs, a description and dimensions. You can reach the "deep page" by clicking the item's photograph or name on the catalog page. The supporting photographs in each item's "deep page" will help you see what your options are for that item, and also allow you to see different views of the item. Click any photograph in the "deep page" to enlarge it.
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What are "deep photos"?
"Deep photos" are supporting photographs for a certain item and are located in its "deep page". Make sure to click these images to enlarge them as they will be easier to see and read. These photos will help you determine the gauge of the jewelry, the type of earring findings available, all your Swarovski Crystal color options, necklace lengths, and more!
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What are "option boxes"?
"Option boxes" are drop-down boxes listed below each item's title on the catalog page, and below the item description on the "deep page." These options allow you to customize your jewelry by selecting necklace length, bracelet length, crystal colors, earring findings, etc. They also let you select Gift Boxes for each item. Make sure to select all appropriate "option boxes" for the items you order to ensure that the jewelry is made exactly how you want it! Visit the "Keys To Ordering" page above to learn more about your jewelry options.
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How can I search for items without going through the catalog page?
At the bottom of each page on our website, you will see a search bar. Type in what you are looking for and click "search." Items and categories matching the words you put in will pop up in a new window. You can do broad and narrow searches. For instance, if you want to see all the items we make with hearts, type in "Heart". Every item with the word "Heart" in the title or description will pop up. (Keep in mind that the search bar searches exactly what you type. If you type in "hearts" you will get a different search result list than if you type "heart". Because of this, whenever searching for an item, you should try both the singular and plural version of the word to maximize your search results.) If you are looking for a specific item and know the name, simply type it in the search bar to see all items with that name pop up.
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I can't get the search bar to work.
The search bar does not work for words that are comprised of three or fewer letters, or if they include numbers or special characters. Searches including any of these will come up with a response of: "Your search did not return any results. Please try a different phrase", even if your search phrase exactly matches the name of an item. You can try a different wording to search for the item(s) you are looking for, or use the "Our Products" bar on the left hand side and look through the categories to find the item(s) you are searching for.
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How can I make a Wish List of items I like?
Creating a wish list online is as simple as adding items to your shopping cart! Simply select all appropriate options for the item you are interested in and click the "Add to Cart" button. Once you've added all the items you want to your wish list, go to your shopping cart (which is easily accessed from the top right of every page)). You can then choose to "Print My Cart", "Save My Cart" or "Email My Cart". If you choose to "Save My Cart" then you can easily access it in the future by going to your shopping cart and clicking the "Retrieve My Cart" option. You may also make a wish list at our Retail Location in Chapel Hill, NC that we keep with our records for your friends and family to use as a reference when shopping for you.
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Gold Jewelry, Special Requests, Jewelry Maintenance, Sizing and More:
Do you work with Gold?
Yes! We work with 14k Yellow Gold, and every design you see in sterling silver on our website is also available in gold. Check out our Gold Gallery by clicking "2. 14k Yellow Gold" in the "Our Products" bar. We have the Gold Gallery divided by Necklaces, Bracelets, Pendants, etc. The items in this category are already photographed and priced and give you a good idea of what the gold looks like and the price range. (Keep in mind that many of these items are available in a variety of lengths, gauges and sizes. Read below for details.) Don't ignore the silver catalog, as it is a good resource to see what all of our designs look like. Just e-mail us at: blackgallery@bellsouth.net and let us know which item you would like in gold. We will be happy to give you a price estimate and discuss your special gold options. Visit "Keys to Ordering" (at the top right of this page) for more information on gold gauges and options.
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I don't see the item I want in the Gold Gallery. How can I find out if it's available and the cost?
Just e-mail us at: blackgallery@bellsouth.net and let us know which item(s) you would like in 14k Yellow Gold. We will be happy to give you a price estimate and discuss your special gold options.
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I see the item I want in the Gold Gallery, but I want it made a different length, size or gauge. How can I order this item according to my needs?
Just e-mail us at: blackgallery@bellsouth.net and let us know which item(s) you are interested in, and what changes you need made. Be as specific as possible so that we can let you know if it is possible and what the estimated price is. We are happy to tailor these designs to your specific needs with length, size, crystal color and gauge. Read below to learn more about your gold options.
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What options do I have with gold items, and how does it affect the cost?
Our gold items are made with a variety of options. They include all the options available for its silver counterpart (like length, size and color) but with the added gauge option. Gauge is the thickness of the metal. Gold prices are determined by the weight of the piece of jewelry. A heavier gauge will add more weight to a design; therefore making it more expensive. Likewise, making an item in a lighter gauge will make it less expensive. As gold is denser than silver, we can make a gold item in a gauge lighter than its silver counterpart without losing any strength or durability. Visit "Keys to Ordering" (at the top right of this page) for more information on gold gauges and options.
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Do you do custom work?
We don't generally do custom work. We are primarily set up to produce only our 2,000+ designs. Is is our specialization in these designs and our specific fabrication techniques that allow us to offer the price reductions on our entire catalog of work. Our concentration on these pieces and expertise in their production methods enable us to ensure the consistent and expedient results that make it possible for us to pass cost savings on to you, our loyal customers. For more information on custom work, visit "Keys to Ordering" at the top right of this page.
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Where can I learn more about all the options I have to customize my jewelry?
Simply go to the "Keys to Ordering" page (located on the top right of every webpage on our site). This page will tell you all you need to know about your length, size, color, and metal options to better customize the jewelry to your needs!
Make sure you check out the "option boxes" for the item(s) that interest you to see which options it has available. Don't forget to select your desired options before adding the item(s) to your shopping cart!
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Where can I get more information about your store, jewelry, repairs, and cleanings?
Visit our "Information" page, (sometimes called "Info") located at the top right of every webpage on our site. This page will tell you all you need to know about taking care of your Black Mountain jewelry, our store policies, and all the history you want to know about Black Mountain Gallery and our jewelry! We have also provided a step-by-step guide for cleaning your Black Mountain Jewelry at home!
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How do I put on Black Mountain Clasps?
We have provided a step-by-step guide (with photos) for using our signature Black Mountain clasp!
Click Here to learn how to use Black Mountain's clasp!
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How do I know what my ring or hard bracelet size is?
As rings and hard bracelets are size-specific, it is essential that we know what size to make yours! A perfect fit will make your ring or hard bracelet look and feel great. Visit "Keys to Ordering" for information on sizing rings and hard bracelets. Keep in mind that the best way to find out your ring size is to be sized in person. We recommend that you either visit us in-store or visit your local jewelry store to be sized. For hard bracelets, we have provided a sizing guide for each of our three hard-bracelet styles (Buckle, "O" and "C"-Style). These guides are also located in "Keys to Ordering". Make sure to print out the sizing guide with no size restrictions, otherwise the sizes will not be accurate. Simply viewing the sizing guides on your computer screen will also make the sizes appear smaller than they actually are and result in you ordering the wrong size.
If you have trouble determining your size, feel free to e-mail or call us. We can help you find out which size will fit you best
Don't worry, if the size you order does not fit, we will happily remake it for you.
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What metals do you work with, and where is your jewelry made?
We work in Sterling Silver, 14k Yellow Gold and Copper. Our complete catalog of 2,000+ designs are available in silver and gold; however, we are only able to offer 51 of our classic designs in copper at this time. (Visit our "Copper Line" Category to view these designs.)
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Where is your jewelry made?
All of our jewelry is made by hand at our retail location in Meadowmont Village in Chapel Hill, North Carolina. We proudly design and make every piece of jewelry we sell, which means you are getting a truly unique North Carolina Treasure!
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What if I'm allergic to silver or other metals?
Very few people are actually allergic to silver; however, a large amount of people are allergic to nickel. Sterling silver is comprised of 92.5% silver, and 7.5% of another metal. As nickel is an inexpensive metal, it is commonly alloyed with silver in the production of sterling silver to save costs. This causes many people to believe that their allergic reaction is to the silver, when in fact it is the nickel that is causing the problem. As there is such a large amount of people with a nickel allergy, we only purchase sterling silver that has been alloyed with copper. As copper is hypo-allergenic, it provides a safe reliable way to wear sterling silver. Women who have for years avoided sterling silver jewelry due to an allergy have found that our jewelry is safe for them to wear and can enjoy it 24/7 with no reaction! Our silver is also great for newly pierced ears (which are more sensitive) due to its hypo-allergenic composition. For those of you who wear gold, you can have peace of mind knowing that our 14k yellow gold is also nickel-free.
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How to Purchase Jewelry Through Our Website:
How do I purchase items through your website?
You may purchase items through our website by adding the item(s) you wish to purchase to your shopping cart (make sure to select all appropriate options!) Once you are finished shopping, click on the Shopping Cart icon at the top right of the page to view the items in your cart. This is a good time to check over all the items and their options to make sure the jewelry is ordered exactly how you want it. Then click the "Check-Out" button. During the checkout process, you will be asked for all the information that is necessary to complete the order (like billing and shipping address, credit card info, and your shipping option.) There is also a "Comments" box during the checkout process where you can request a rush date, write a gift message, or provide us with any other vital information. You may also e-mail us following your order with any of this information.
Keep in mind that ordering online requires you to use your credit card, and your card will be charged immediately for the total amount of the order. If you do not have a credit card, or do not want to use it online, then please read below for ways to purchase jewelry without paying online.
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When will my credit card be charged for the online purchase?
Your credit card is charged for the entire amount of the order immediately after placing your order. As we require time to make the jewelry for your order (and this time may vary), you may see the charge on your credit card bill before you have received your jewelry.
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What are your shipping options and prices?
All of our shipping options and prices are listed on our "Shipping" page, which is easily accessed at the top right of every page. You will also see descriptions and pricing for all shipping options during checkout when you reach the "Payment Info" page.
Keep in mind that there are different charges for shipping to Eastern and Western states. Be sure to check and see which region your shipping address's state is listed in.
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What confirmation will I get that my order has been placed successfully?
Once you place your order, you will receive 3 (three) emails. The first is an automatically generated email confirming that your order has been received. The second is an email acknowledging the date on which your order is expected to be shipped or ready for pick-up. The third and final email will inform you that your order has been completed and has been shipped or is ready for pick up. If you do not receive these communications in a timely manner after you have placed your order, please contact us for order confirmation.
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When will the items I have ordered online be shipped/ready for pick-up?
Our homepage (which is reached easily from any page on our website by clicking the "Home" or "Catalog" button on the top of the page) gives the day's due date. It is listed in the gray square at the top right of the page. This is the date that any internet orders placed that day will be either shipped or ready for pick-up. As most of the jewelry is made to order, we need time to manufacture the item(s) you have ordered. Visit our "Shipping" page above for more information on production time and due dates.
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What if I need my order ready earlier than the listed due date?
No problem! We can almost always accommodate rush dates. You can call or e-mail us before placing your order to confirm that the items you will be ordering can be shipped/picked up by a specific date. Or, you may write in the comments box during check-out the date you need the order to be shipped/picked-up.
If you are requesting a rush date for an order that is to be mailed, please tell us the specific date you need the order to leave our facilities, not the date you need to receive it. We cannot account for the time it may take the Post Office, or UPS to deliver a package to your shipping location. You know best how long it takes mail to be delivered to your house, and we ask you to use this knowledge in asking for a rush date.
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I'm picking up my order in the store, how will I know when it's ready?
You will receive an e-mail as soon as possible once your order is completed letting you know that it is ready for pick-up. If you do not receive an e-mail after your scheduled due date, simply e-mail or call us and check on its status as we may be having trouble contacting you.
If you would rather receive a phone call to let you know that your order is complete, please write in the "Comments" box during check-out: "Please call when ready."
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I'm having my order mailed, when will I receive it?
When you receive your shipped order depends on what your due date is and which shipping method you chose. We will not be able to tell you the exact date your order will arrive as we have no control over the delivery time. Make sure to check the current due date (which is listed on the top right of the home page) to see which date your order will leave our facilities. If you need your order to arrive quickly, then be sure to either select an expedited shipping method, or contact us for a rush date so that your order will be mailed earlier.
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How can I track my shipped order?
Once your order is mailed, you will receive an e-mail from us informing you of the ship date. We will also provide you with your tracking number and a link to your shipping company's website where you can track your package.
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How can I get the item(s) I have ordered in Gift Boxes?
Each item has an option that says "Gift Box". The default response is "No", so if you need that item in a separate gift box, you will want to select "Yes". If you have already placed your order and forgot to select the appropriate gift box option, then you may call or e-mail us to request your order be placed in individual gift boxes. Learn more about our Gift Box option by visiting "Keys to Ordering".
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I do not want to put my credit card information into the internet (or I'm using a Gift Certificate/Store Credit). How can I purchase items without paying online?
We have several ways for you to order and purchase jewelry from us without having to use your credit card online.
Please follow the link below for step-by-step instructions on how to place an order without paying online.
Click here for instructions on how to place an order without paying online!
Please Note: If you use the website to check out, the credit card information you provide will be immediately used to purchase the total amount of your order. If you do not wish to use your credit card online, (or are using a Store Credit/Gift Certificate to pay for the order), you must use one of our alternate options.
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I want to return an item for an exchange or refund, what are your policies?
We have created a special document that lists all of our store policies, included is information about returns and exchanges. Please follow the link below to view this document and contact us for any questions or to discuss your return.
Click here to download our Store Policies!
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