Cancellations: We can accept order cancellations, but only prior to your order being shipped. Please request a cancellation immediately, as we try to fulfill all orders within 24 hours of purchase. Once your order has shipped, we cannot cancel it, or make any changes to it. Once an item has been shipped, the shipping costs will not be refunded.
Returns or Exchanges: We understand that you may change your mind, we therefore allow you to shop with confidence knowing you can exchange or return an item within 30 days of delivery. Please note that any shipping costs to return or exchange an item will be covered by you the customer. A special note is added as earrings are excluded from our refund policy, due to hygiene reasons we do not accept returns on earrings.
We understand that orders may be a gift that won't be received until Christmas. Therefore we are extending our 30 day policy until January 31st for orders placed in November and December. This will also mean we extend our policy on faulty items for 3 months after Christmas. This will mean items are covered under warranty until the end of March.
Our website operates separately from our physical retail stores. All items purchased online are not eligible for return or exchange in our retail stores. If you have an issue with an online purchase, please reach out via email to resolve this.
Please note: Once a return has been accepted, you will need to start the return by taking the item to the post office within 14 days.
Please note: Our website operates separately from our physical retail stores. All items purchased online are not eligible for return or exchange in our retail stores. If you have an issue with an online purchase, please reach out via email or submit a returns request to resolve any issues.
Damaged Items: In cases of severe damage during the shipping process – we will accept returns with an 100% refund to you on the damaged item. You will be required to provide us with photos of damaged goods within a maximum of 3 days after tracking has confirmed delivery to your location. After we have verified that the damage was caused by shipping, we will provide you with our return shipping address to which you can send the damaged item, and the refund will be issued after we have received and checked the item. Please note that damage claims after the 3 day maximum will not be accepted.
Faulty Items: Please see below our terms for an exchange on items that become faulty within 3 months of purchase. In these cases, we will usually request that the broken item is shipped back to us during the process. Please note that the free shipping mentioned below will only apply to customers within Canada. For customers outside of Canada, we are unable to offer free return shipping. For international customers that have an item break by a manufacturing defect within 3 months of purchase, the customer will be required to pay for returning the item to us and we will pay to ship the new item back to you.
If an item is broken by a manufacturing defect within 1 week of purchase, we will offer you the option of a refund or exchange. We will provide free shipping to return the item and send a replacement out to you.
If an item breaks after 3 months of purchase, then it is no longer under warranty and ineligible for an exchange/return.
How to request a return?
To request a return, please click on the profile icon to log in to your account or click here.
1. Log in to your account by entering your email address.
2. You will be sent a six-digit verification code to your email address. Find this and then input this number.
3. Click on the order you want to submit a return request for.
4. If your order has more than one item, then select the items that you wish to return
5. Select a reason for the return and add any necessary notes.
6. Click Request Return
We will then review your request and provide you with the relevant shipping information if approved. Once the product is returned in a resalable condition, a refund will be processed. If you receive a notification that the item has been delivered to us, please allow up to 5 business days for us to process this.