Shipping + Returns FAQ's

Shipping and Delivery

Q: How will I know when my order is on its way? 

A: You'll receive an email with a tracking number once your order is dispatched. Please allow 24 hours for tracking to activate on our shipping partner's website. Processing time is 1-2 business days. 

Q: How long does delivery take?

A: All orders are delivered within 3-10 business days. 

Q: Are there any customs fees if I live outside of Canada?

A: Yes, when purchasing from outside Canada (where we’re located), buyers are responsible for all customs and import taxes. Please note, we are not responsible for delays due to customs. For specific details, please check the customs and import regulations of your country.

Q: Help, my package was lost/stolen/damaged!

A: Dealing with lost, damaged, or stolen parcels can be frustrating, and that's why we've partnered with Route Protection, a leader in shipping insurance. For just a small additional fee at checkout, Route Protection offers comprehensive coverage for your items, ensuring peace of mind. This insurance covers damage, excessive delays, and even theft from your doorstep. 

If you decide not to opt for Route insurance, please note that pursuing claims for items will be between you and the shipping company (and it won’t cover stolen or mis-shipped items or purchases over $100). Route simplifies this process, offering extra security for your purchases.

File Route Protection Claim

Returns and Refunds

Q: What is your return policy? 

A: Our policy lasts 30 days. If 30 days have gone by since your purchase, we can’t offer a refund or exchange. 

Contact us to start a refund process.

Q: What conditions must be met for a return? 

A: Items must be unworn and unused, in the same condition as received, and in the original packaging. We also require a receipt or proof of purchase.

Q: What are the shipping costs for returns? 

A: You are responsible for your own shipping costs for returns. These costs are non-refundable. Please note you must mark on your package "Returned Canadian Goods", otherwise duties incurred will be deducted from the order. 

Q: How are refunds processed?

A: Once your return is received and inspected, we will notify you. If approved, your refund will be processed to your original payment method within 3-8 business days.

Q: What should I do if I haven’t received my refund?

A: First, check your bank account again. Then contact your credit card company and bank. If you’ve done all of this and still have not received your refund, please contact us at

Q: Can sale items be refunded? 

A: Only regular-priced items may be refunded. Sale items are non-refundable.

Q: Do you offer exchanges? 

A: We only replace items if they are defective or damaged. Contact us to arrange for exchanges.

Read: The Curated Lobe Warranty

Product Warranty

Q: Do you offer a product warranty?

A: Yes! We provide a lifetime warranty on all of our solid gold pieces and a 100-day product warranty on all other metals.  If your item has a manufacturing defect, it can be returned for repair or replacement.

Contact us to report a manufacturer defect.

Q: What if the damage isn’t from a manufacturing defect? 

A: If the damage is not due to a manufacturing defect, we will notify you and provide a quote for repair or replacement.

Q: What constitutes a “manufacturing defect”?

A: A manufacturing defect in jewelry refers to flaws occurring during the production process. This includes issues such as improper setting of stones, uneven distribution of metal, or structural weaknesses leading to breakage or deformation before you even start wearing it. 

 Conversely, normal wear and tear, damage from misuse or improper care are not considered manufacturing defects. Please note that getting your piece repaired by a 3rd party voids our product warranty.