CUSTOM SERVICE

CUSTOMER SERVICE


RETURN + EXCHANGE

Here in 18Karat we thrive our best to satisfy our customer. We offer a 30 days exchange or return for credit to our customer.


SHIPPING

Once an order is placed or an agreement is arranged, items are usually sent out on Wednesday or Friday. If there are any standing balance, we will need to record your credit card information in advanced, and we will charge the rest of the balance once the item is sent off. A final bill together with a the parcel's tracking number will be emailed to you. Please be aware that items can only be shipped to residential or commercial addresses.

For shipping across Canada, a flat rate of $15.00 will be charged. We use Canada Post Express service that includes tracking and sign service. It will take up to 5 business days for the item to arrive.

For shipping to the States and international, a flat rate of $20.00 will be charged. Customer is responsible for al duties and taxes applied to the shipment.


TRAVELLING ABROAD WITH YOUR JEWELLERY

If you are a Canadian resident travelling abroad with our product, upon retuning to Canada, it is under your responsibility to establish that the jewellery is initially taken out of Canada and were not acquired abroad.

To avoid unnecessary delays at Canada's custom, we recommend customers to bring with them, in order of importance, the original receipt, the appraisal paper and a signed and dated photograph of the jewellery. We provide copies of receipts and a signed and dated photograph of the jewellery on request. We also provide appraisal service in partnership with one of Canada's top independent gemmological laboratories. Read more information on jewellery appraisal here


FAQ

What if I am not able to come in-store to pick up my item?

We highly recommend our customers to receive completed job at our location, so as to allow our goldsmith and our staff members to go through the item if any follow up is needed to take place. In any cases of customers not able to come in-store, you may request pick up by these following options:

  • Endorsing a family member or friend to pick up in-store, provided with the customer receipt.
  • To ship item to customer's home or commercial address via a courier service. For more information on our shipping services, please refer to "SHIPPING".
  • To have one of our staff member to drop the piece off at any location in downtown Toronto. It could be the customer's work place.


What if my ring size is not available?

Our products are one of a kind jewellery made here in Canada. Ring size is yet another consideration into jewellery design. For rings displaying in our online gallery, most of them come in customised design. contact us on service@18karat.ca to find out an estimate for your ring size.


What if the product is sold out?



I am a jewellery artist. How do I apply to join 18Karat Gallery?

We are always seeking new Canadian jewellery artists to add to our gallery. If you think you are a good match and are interested in being represented by 18Karat, please send your cover letter, CV, lookbook or photos of your work to service@18karat.ca for consideration.

18Karat Studio+GalleryCUSTOM SERVICE