Frequently Asked Questions
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Questions still unanswered? Reach out to us and we will get back to you shortly!
Shipping
Where do you ship from?
All orders are fulfilled in-house and shipped from our office in Vancouver, BC.
Processing normally takes 1 to 3 business days, but may extend up to 7 days depending on certain factors. Check out our shipping page for more information.
What is a "Market Pickup" and how does it work?
We organize pop-up shops in markets all over the Lower Mainland throughout the year allowing you to shop our jewelry in person.
If you live in Metro Vancouver, we offer this option as a great way to help you save on shipping costs! Just select "Market Pickup" at checkout and reach out to us via email or through our Instagram to coordinate pickup details.
Check out the Markets page for upcoming pop-up events!
The tracking says my label has been created, but there is no movement.
Processing normally takes 1 to 3 business days, but may extend up to 7 days depending on certain factors. Check out our shipping policies for more information.
The tracking says my package has been delivered, but I have not received it yet.
Please use the tracking number we provide to follow your order through the shipping process. In the event that you have not received your package, but your tracking number shows otherwise, please make a reasonable effort to track down your package before contacting us.
If you are still not able to locate the package, please contact us. Depending on the circumstances, we may be able to provide additional resources to help you resolve any issues.
My package has been lost or stolen.
We are not liable for missing or lost packages after your package has been handed off to our courier.
If you have any questions about your package, contact us. Depending on the circumstances, we may be able to provide additional resources to help you resolve any issues.
Orders
Can I make changes to my order after it has been placed?
If you need to make any changes to your order, please reach out to us with your full name and order number within 24 hours of placing the order.
Kindly note that it may take a short while for us to accommodate your request as our team works hard to get your order dispatched as quickly as possible.
I did not receive an order confirmation email.
Order confirmation emails are automated and are sent when an order is successfully placed.
Make sure that the email did not end up in your spam folder. If your order was placed with Apple Pay, check the email associated with your Apple ID.
If you still cannot find your order confirmation email, reach out to us.
My product arrived defective.
My order is missing items.
Please reach out to us with your order number and the missing items.
What is the return policy?
Because of the nature of the products that we sell, all sales are final.
In certain circumstances, we will exchange products. See our returns and exchanges page for more information, or reach out to us.
Products
What materials do you use for your products?
Most of our products are made of 316 stainless steel. The stones in our Birthstone pendants are made of cubic zirconia. Our Freshwater collection uses freshwater pearls.
Do your products stain?
All of our products are hypoallergenic and non-tarnish, and should not cause any reactions with your skin.
If you are experiencing any issues with any of our products, please let us know.