TERMS + FAQ
TERMS + FAQ
UPDATE TO OUR SERVICE / COVID-19
Dear Loyal Customer,
A public health emergency has been declared in Ontario due to the COVID-19 pandemic. In order to protect our most vulnerable community members and promote social distancing, 18Karat Studio + Gallery is temporarily closed to the public.
If you currently have a repair or custom creation with us, your piece will be securely held at the store. When the high-risk period of the pandemic ends and we return to regular business, your jewellery will be available for pick-up.
In the meantime, we are happy to address your concerns by email (firstname.lastname@example.org). You can also leave us a phone message (416.593.1648), which will likely have a slower response time.Thank you for your loyalty and understanding through these unprecedented circumstances.
The 18Karat Team
Updated April 5th, 2020
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 return or refunds for custom-made orders. However, we will remake the work until the customer is satisfied.
Your custom-made jewellery is guarenteed 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 compliment 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 credit within 14 days of purchase. 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 return or refunds for custom orders.
Our ready-made pieces, consignment items and repair services are guarenteed 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. In the unlikely event of your order arriving damaged, please contact us on (+1) 416-593-1648, or send an e-mail to email@example.com
For shipping across Canada, a flat rate of $15.00 will be charged. We use Canada Post Xpresspost service that includes tracking and signature service. It will take up to 5 business days for the item to arrive.
For shipping to USA, a flat rate of $20.00 will be charged. We use Canada Post and USPS service that includes tracking. It will take between 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 an alternative method of shipping is preferred, please contact us at email@example.com to get an estimate for shipping.
What if I am not able to pick up my item in-store?
We highly recommend our customers to receive completed job at our workshop location, so as to allow our goldsmith and staff members to review the job and confirm any required follow up instructions. If you are unable to stop by the workshop, you may request pick up by the following options:
- Endorsing a family member or friend to pick up in-store, provided with the customer receipt or pick-up tag.
- 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 members drop the piece off at a location in downtown Toronto. For example, the customer's work place.
What if my ring size is not available?
Most of our rings displayed in-store and online are one-of-a-kind custom 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 a member 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.