Shipping and Returns
FREE GROUND SHIPPING on orders over $50*
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 and we will accomdate you if possible. If we can't, we will contact you to make further arrangements.
All of our orders ship from Vancouver, BC, CANADA
We want you to love your jewellery and if for some reason you are not completely satisfied, we accept returns and offer refunds or exchanges on any sterling silver non-personalized items for up to 30 days from the time of receipt. The jewellery must be unworn and in the condition that it was received. "Non personalized" includes all sterling silver chains, charms, findings, beads, and any items that have not been stamped or personalized. Gold items are made to order and are subject to a $25 re-stocking fee for each gold non-personalized item returned.
Sale items are final sale and can not be returned.
Please order carefully and check all spellings and dates prior to ordering and double check your order confirmation. 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 personalized items that are faulty in the case of a manufacturing defect.
If you are completely unsatisfied with your personalized item, you may return personalized items for a re-stocking fee of $15 per sterling silver personalized item, and $50 per gold item.
We offer a 365 day warranty from the day it is purchased to protect against manufacturer defects in craftsmanship. The warranty does not cover normal wear and tear or damages incurred due to trauma, negligence, lack of regular maintenance, loss, or theft. Tarnish is a naturally occuring process in sterling silver and gold jewellery and is not covered by the warranty.
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 gold 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.
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 returns 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
*Orders over $300 may require additional shipping costs.