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Shipping and Returns

2016 SHIPPING DEADLINES - Guaranteed delivery before Dec. 24.

Ship to BC - Order by Dec. 6 - Ships Dec. 20 - Arrives Dec. 22 - Choose XpressPost
Ship within Canada - Order by Dec. 1 - Ships Dec. 20 - Arrives by Dec. 22 - Choose XpressPost
Ship to USA - Order by Dec. 6 - Ships by Dec. 20 - Arrives by Dec. 22 - Choose DHL

All other orders will be processed as soon as possible and will be shipped by Dec. 21. We will be closed from Dec. 22 to January 4th.

SHIPPING INFORMATION
EVERY personalized piece of jewelry is made to order, and takes up to 10 business days to prepare. Items that are not personalized will likely ship within 4 business days. Shipping times are on top of the time it takes to make, so choose your shipping options accordingly. If you need an order in a rush, please add your desired in house date (the date it would arrive at your shipping address) in the Order Comments box and if possible, we will accommodate you. If we can't, we will contact you to make further arrangements.
SHIPPING WITHIN CANADA
BRITISH COLUMBIA

MAIL - 1 - 6 Business Days - Ship times are not guaranteed, this option is available for small items under $50 only and does not allow for a gift box. Tracking is not available - $3.50
XPRESSPOST - 1-3 bus. days -this option usually gets there in 1 business day within BC - $7.95 CURRENTLY VIA FEDEX
OVERNIGHT - 1 bus. day - Guaranteed delivery Via FedEx - $16.95
CANADA
MAIL - 1 - 6 Business Days - Ship times are not guaranteed, this option is available for small items under $50 only and does not allow for a gift box. Tracking is not available - $3.50
XPRESSPOST - 1-5 bus. days - Between major centers, this option usually gets there in 1-2 business days - $12.95
1-2 Day - Guaranteed delivery times. Overnight to most major centers, 2 days for the rest of Canada - $34.95
SHIPPING TO THE U.S.A.
SMALL PACKET 1-6 bus. days - Ship times are not guaranteed. This option does not have a tracking number, so please be aware that once we have notified you that the order has shipped it will not be traceable until 30 days has passed. However, it is reliable - $5.95
DHL - 1-2 bus. days - Guaranteed delivery time by DHL. However we can't control if there is a customs delay - $13.95
USA OVERNIGHT - Overnight. Guaranteed delivery via FEDEX. However we can't control if there is a customs delay - $59.95
INTERNATIONAL SHIPPING
INTERNATIONAL SMALL PACKET 6-11 bus. days - Ship times are not guaranteed. This option does not have a tracking number, so please be aware that once we have notified you that the order has shipped it will not be traceable until 30 days has passed. However, it is reliable - $10.95


XPRESSPOST INTERNATIONAL 4-9 bus. days- Guaranteed delivery. We can't control if there is a customs delay - $54.95


SHIPPING CODES
Please enter the appropriate codes at checkout. Codes are case sensitive.
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Ship with other order - Use Code: SWOO
If you want to place separate orders with the same shipping address, use this code to remove shipping from one of your orders. For example, if you want to create 4 custom necklaces, it might be easier to just place 4 separate orders and remove shipping from 3 of them. This is good too if you place an order and the next day want to add another charm. Just place a second order and use that secret code! Please put the order numbers that you want shipped together under 'additional comments'.
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Free Shipping on orders over $125.00!! - Use Code: ONE25 - Ground Shipping only, may not be suitable for Holiday Deadlines
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Use code: PICKUP - If you are able to pick up your order at our downtown Vancouver location.

Although this seems like a money saving option, our shipping for the lower mainland is not expensive and takes one day. After you pay for gas/transportation and parking, it might be easier to get it shipped! Please note, our pickup location is our studio, and sales are only available by appointment. Office hours vary, so please arrange a pickup time via phone or email. 294 East 1st Avenue, Vancouver BC, V5T 1A6
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RETURN POLICY:

We want you to love your jewellery and if for some reason you are not completely satisfied, we accept returns and offer full refunds or exchanges on any sterling silver non-personalized items for up to 60 days from the time of purchase. The jewellery must be in the condition that it was received. This includes all chains, charms, findings, beads, and any items that have not been stamped or personalized. There is a $10 re-stocking fee for each gold non-personalized item returned, as all gold items are created to order and not part of our regularly stocked inventory.

Sale items are final sale and can not be returned or exchanged unless they are faulty or damaged.

PERSONALIZED ITEMS: Please order carefully and check all spellings and dates prior to ordering and double check your order confirmation. If you see an error on your order confirmation, please reply to that email confirmation immediately and inform us of the mistake. Personalized items are those that have been stamped with a name, word, date or symbol, or any item that is specifically made to order. We can only offer full refunds or exchanges on items that are faulty in the case of a manufacturing defect or if it has been incorrectly stamped due to an error by Luxe Design.

If you are completely unsatisfied with your personalized item, you may return personalized items for a re-stocking fee of $10 per sterling silver personalized item, and $50 per gold item.

If you make a mistake on a personalized item that involves one or two letters or numbers, we may be able to solder over & re-stamp the area for an $18 fee which includes the return shipping and labor. However, some pieces can't be soldered over due to the spacing of the personalization, so we will need to look at the piece and let you know if it can be fixed in this way. Feel free to send a picture of it so we can make an assessment before you send it.

WARRANTY:

We offer a 365 day warranty from the day it is purchased to protect against manufacturer defects in craftsmanship. The warranty does not include normal wear and tear or damages incurred due to trauma, negligence, lack of regular maintenance, loss, or theft.

We offer complimentary cleaning and re-polishing for all of our jewellery. For our diamond and other gemstone jewellery and rings, we offer complimentary cleaning, re-polishing and setting check ups as a pre-emptive measure against the possibility of stone loss or damage that can occur when prongs are bent, caught, pulled or broken during normal wear. We only ask that you cover the shipping and insurance to safely transport the item to our studio. As a gesture of gratitude for choosing Luxe Design, we'll cover the cost of shipping it back to you.

To safe guard your valuable diamond and gemstone jewellery, we recommend that you contact an independent insurance company and check with your homeowners' or renters' insurance carrier and ask questions like "What happens if all of my valuable jewellery gets stolen?" or "What happens if my wedding ring or the diamond from my ring goes missing?". Knowing your valuable and meaningful jewellery is safely insured will give you peace of mind and satisfaction in knowing you're protected.

FAULTY ITEMS INCLUDE:

Broken jump rings, broken beads, broken bead wire resulting in a lost bead, broken clasps, faulty chains, items with a manufacturer’s defect.

FAULTY ITEMS DO NOT INCLUDE:

Crushed beads, stones, charms, settings, findings or chains.

Stretched out chains or clasps.

Prongs that are bent, caught, pulled or broken from normal wear.

Tarnished items. Tarnish is a natural reaction in silver and can be prevented and easily remedied. We will gladly re-polish an item free of charge; the customer is responsible for shipping & return shipping. Please see CARE & CLEANING for more detailed information. We also offer a tarnish resistant lacquer coating at no charge, which is available upon request but only recommended in extreme cases.

REPAIRS: If you have encountered some of the above events and have some jewellery that you would like to have repaired, you may still send it to us to be repaired for a small fee. Costs will be assessed and you will be notified prior to commencing the repair. Shipping charges and return shipping charges will be the customer's responsibility.

SHIPPING YOUR RETURN: Returning Canadian made goods to Canada is free from duties. However, US & International claims must state on the package that the goods are MADE IN CANADA and they are being RETURNED to Canada. In short, it must say 'CANADIAN GOODS RETURNING' and indicate the value of the return or it may incur unnecessary additional charges and the shipment may be refused and returned to you. We recommend shipping with a tracking number and additional insurance if applicable, as we are not cannot be of any help if items go missing before they reach our studio.