Customer Happiness

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OUR RESPONSE TO COVID-19

 

Due to the high volume of mailing services, please be aware that mailing times may be delayed. If you have any questions or concerns, it is your responsibility to contact the shipping provider to get more information.

We are working behind the scenes to create new things, and grow the business. We are thrilled to have lots of fun and exciting things in the works for you beautiful souls!

Please note that we are not accepting any returns or exchanges during this time to keep the health and safety of ourselves and our employees.

 

PRODUCT CARE

STERLING SILVER -  Like any .925 sterling silver, over time it may tarnish. To keep your pieces looking bright and new, occasionally polish with a polishing cloth or a polisher.

GOLD PLATED - Our plated jewellery is coated on top of brass. As stated above, it may tarnish over time. To preserve the coating, it's highly recommended that you remove your jewellery while showering, washing your hands, or dealing with household chemicals, lotions and perfumes.

SEMI PRECIOUS STONES -  Although natural gemstones are strong, the gems can still be scratched or chipped if roughly handled or dropped.


SHIPPING 

Free shipping (non traceable) is offered on orders above $75 pre tax. This does not however ensure you will receive your item as per Canada Posts' shipping without tracking. We strongly advise you use shipping with tracking. Only available on orders within North America. This does not apply to refunded items or exchanges. 

Shipping on international orders will be calculated after order is placed (due to weight/packaging). A shipping invoice will be sent to you to complete payment. Once payment is received, package will be shipped out. 

All orders will be shipped on Mondays.

Due to the fragile nature of our items, pick up in store is highly recommended. However, shipping is also available, please note, that any and all damages which occur during shipping is not our responsibly and customer is responsible to contact the shipping provider.

IN STORE PICK-UP

Any products that are only available to be picked up in stores can be exchanged within 7 days of pick up date.


RETURNS DUE TO SIZING

If the ring or bracelet you ordered does not fit, we will exchange your piece for a different size (if we carry it) within 7 days of the order date. Please ensure when sending items back that you are using a shipping method with tracking as we will not be responsible for any items that are lost and/or mishandled during shipping back to us. We also will not be paying for any shipping back to us due to resizing. If you require additional information prior to your order, please reach out. 

ONLINE RETURNS

If for some reason you are unhappy with your purchase, you can initiate a refund within 7 days of the order date. Unworn and unused items may also be exchanged (not including personalized/custom pieces) within 7 days of the purchase date (having used shipping with tracking).

You lovely humans are responsible for return shipping fees, if applicable. We are not responsible for lost or damaged packages. We strongly suggest using a shipping method with tracking to ensure all items are received and/or traceable, to ensure nothing is lost in the mail.

Custom items, pieces that have been resized, and earrings are final sale.

If an item you receive has been mishandled during shipping, please contact the shipping provider as we are not responsible for the item after sending it out.

We are not responsible for the return shipping fees and suggest you use a shipping method which includes tracking, to avoid any items being lost. Please note: a broken chain from wear or rough use of gem is not considered defective. 


CANCELLATIONS

Once an order is submitted we are unable to change or cancel the order.

If you have additional questions about your order, please contact us directly by email at gemstonesandco@gmail.com.