TERMS + FAQ
WE ARE OPEN
Get updates on the actions we're taking to keep our customers and team members safe during the coronavirus (COVID-19) outbreak. Here's how we are responding:
As of January 14th, 2021, our store is strictly opened for curbside pick-ups and drop-offs by appointments only, as per government safety guidelines. In-store shopping is not allowed. The health and safety of our employees and clients remains our top priority during these unprecedented times.
Our studio continues to work on projects, and our team continues to respond to customer enquiries by phone and email. We are also offering remote repair service and virtual shopping consultations. We want to continue to serve your jewellery needs in whatever way we can. Rather than wonder when you’ll have the opportunity to stop by our store again, reach out to us today.
Tue - Sat: 10:30am to 5:00pm
By appointments only.
How to book an appointment?
20% off all Bande Des Quatres items
To celebrate the co-founder's retirement, all Bande Des Quatres jewellery are 20% off in-store and online!
Return policy update
Due to the lockdown in Toronto, we have made a few updates to our service and policies to enhance your shopping experience. Any ready-made items (i.e. not custom) bought between now and the end of the lockdown period can be returned for an exchange, in-store credit, or full refund. For return instruction, please refer to our "RETURN + EXCHANGE" section below.
TERMS + CONDITIONS
We stand by a satisfaction guarantee policy for any custom-made orders, both for in-house work and work provided by our consignment artists. Due to the nature of the work, we do not accept returns or offer refunds for custom-made orders. However, we will remake the work until the customer is satisfied.
Your custom-made jewellery is guaranteed against manufacturer defects for a period of one year from the date full payment is received. If any defects are found upon authorized inspection, 18Karat will repair the defect without charge for labour. For custom rings, the warranty also includes one complimentary ring sizing. Our warranty does not apply to items that are damaged due to abuse, misuse, negligence or accidents, exposure to environmental conditions, or an act of God.
RETURN + EXCHANGE
At 18Karat, customer satisfaction is of the utmost importance. For any ready-made items, we offer an exchange or return for an in-store credit or full refund within 14 days of purchase. To start your return, please contact us at firstname.lastname@example.org. Our return policy does not apply to items that are damaged due to abuse, misuse, negligence or accidents, exposure to environmental conditions, or an act of God. For shipped orders, the customer is responsible for delivery costs and customs duties. We do not accept returns or offer refunds for custom orders.
Our ready-made pieces, consignment items and repair services are guaranteed against production defects for a period of one year from the date full payment is received. If any defects are found upon inspection, 18Karat will repair the defect without charge for labour.
Once an order is placed or an agreement is arranged, items are usually shipped out within 1 or 2 days. For any outstanding balance, we will need to record your credit card information in advance and charge the remaining balance once the item is shipped. A final bill together with a tracking number will be emailed to you. Please be aware that items can only be shipped to residential or commercial addresses. All shipment includes tracking and a $100 coverage by default. 18Karat is not liable for any loss or damage during shipping, unless due to poor packaging. In the unlikely event of your order arriving damaged, please contact us immediately at (+1) 416-593-1648, or send an e-mail to email@example.com
For shipping across Canada, we are offering a next day shipment via FedEx for $25.00 and a standard shipment (2-7 business days) via Canada Post for $15.00.
For shipping to USA, we are offering a priority shipment for $35.00 and a standard shipment for $20.00. We use Canada Post, USPS and FedEx service that includes tracking. It takes approximately 2 to 10 business days for the item to arrive depending on your location. The customer is responsible for all duties and taxes applied to the shipment.
For shipping internationally, please contact us at firstname.lastname@example.org to get an estimate for shipping. The customer is responsible for all duties and taxes applied to the shipment.
If you wish to add extra coverage to your shipment or an alternate shipping method is preferred, please contact us at email@example.com.
What if I am not able to pick up my item in-store?
We highly recommend that our customers pick up their completed job in person at our store, so that our goldsmith and staff members may review the job and confirm any follow-up instructions. If you are unable to stop by the store, you may request pick up by one of the following options:
- Endorsing a family member or friend to pick up your item at the store for you, provided they have the customer receipt or pick-up tag.
- To ship the item to customer's home or commercial address via a courier service. For more information on our shipping services, please refer to our "SHIPPING" section above.
- To have one of our staff members drop the item off at a location in downtown Toronto, for example, the customer's workplace.
What if my ring size is not available?
Most of our rings displayed in-store and online are one-of-a-kind items, made in Canada. Usually re-sizing is possible, but in some cases the design may prevent size changes. Always contact us at firstname.lastname@example.org to inquire about ring sizes.
What if an online product is listed as "sold out?"
If products are labelled as "SOLD OUT", please contact us at email@example.com to get an estimate for replacement.
I am a jewellery artist. How do I apply to join 18Karat Gallery?
We are always seeking new Canadian jewellery artists to become members of 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 and photos of your work to firstname.lastname@example.org for consideration.