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:
Our store has re-opened for public visits as of June 2nd, 2020. The health and safety of our employees and clients remains our top priority during these unprecedented times. We have put in place additional measures to provide a safe shopping environment.
Tue - Sat: 11:00am to 4:00pm
Appointments are strongly recommended.
How to book an appointment?
Protocols for Your Protection
- Appointments are strongly recommended to facilitate staggered visits.
- We are practicing 2-metre social distancing.
- A hygiene station has been installed.
- Wearing a mask is highly recommended.
- Cashless payment is preferred.
- Key touch points are frequently sanitized. Service areas are sanitized at least once per day.
- All jewellery is cleaned by ultrasonic after customer handling.
- Stay home if you are sick.
TERMS + CONDITIONS
Terms + Conditions are subject to change during the coronavirus (COVID-19) outbreak. Please refer to the section above for information.
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 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 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 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, 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 a customized 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 SHIPPING.
- 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 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 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.