How do I return an item?
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
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.
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
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.
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
SHIPPING YOUR RETURN:
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.