Refund policy

Before you return your items, please see the detailed information below to determine the refund eligibility for your returns as your return will be processed accordingly.

A return form can be downloaded at the bottom of the page.

Thank you for trying our products!

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Buyer is responsible for return shipping costs and any loss in value if an item isn't returned in original condition. Items must be returned within 60 days of receipt.

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Luxe Design Jewellery is a small, women-run business. Except for chains and some findings, each piece of Luxe Design Jewellery is made to order in Canada. All pieces are finished to your order specifications. We thank you for trying our products!

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PLEASE FILL OUT THE RETURN FORM LINKED AT THE BOTTOM OF THE PAGE OR MAKE YOUR OWN WITH THE INFO BELOW, AND INCLUDE IT WITH YOUR RETURN:

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WHEN YOU FILL OUT THE SHIPPING LABEL:

 

1. You MUST STATE that these are CANADIAN GOODS RETURNING TO CANADA

 

2. You MUST STATE that it is MADE IN CANADA

 

3. Include the following HS Tax code that applies to your return.

 

HARMONIZED SALES TAX TARIFF CODE For Sterling Silver 7113.11

HARMONIZED SALES TAX TARIFF CODE For Gold 7113.19

 

Following these instructions will ensure that we get the return without being incorrectly charged additional import fees, duties and taxes. If Luxe Design incurs any costs due to missing information, they will be deducted from your refund.

 

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Please fill out the following and include it in your return package:

 

Order #_______________________________

Name:________________________________

Address:_____________________________

City:__________________________________

Province/State:_____________________

Postal/Zip____________________________

Email: ________________________________

Phone #______________________________

Notes:________________________________

 

RETURN TO:

LUXE DESIGN

1385 14th Avenue East

 

REFUND ELIGIBILITY:

Buyer is responsible for return shipping costs and any loss in value if an item isn't returned in original condition. Items must be returned within 60 days of receipt.

STANDARD LISTINGS: These include all sterling silver chains, charms, findings, and beads that have not been stamped or otherwise personalized. These pieces were made according to the posted scale and dimensions. Each listing includes the measurements and several other photographs that may or may not include the pieces shown next to a ruler, on a mannequin, or on a model. Many listings also include a video. We do our best to communicate the size and scale of every item, but we understand that even then, an item’s size may not be clearly understood when purchasing online. While we do keep some of these items in stock, we finish them to your preferences according to your order.

We are not able to recover the shipping costs we paid in order to ship your item to you. However, we will give you a full refund on these items once we receive them.

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GOLD LISTINGS: These items were made to order to your specifications including such personalized requests as gold color, finish, gemstones, etc. These items are not kept in stock, and the price of gold fluctuates. We have incurred costs to cast and source the materials from your order, and incurred labor and other costs required to manufacture these items. Due to these factors, we are not able to offer full returns on these products and they are subject to a restocking fee.

Shipping high value items incurs higher costs due to insurance, signature fees, and other factors. We include this initial shipping cost at no charge on many as a service to our customers. We are not able to recover the shipping costs we paid to ship your item to you and may not be able to recover the other costs for gold items. These items will incur a 15% restocking free.

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PERSONALIZED LISTINGS: Please order carefully and check all spellings and dates prior to ordering and double check your order confirmation. These gold or silver items were made to order to your specifications including such personalized requests as names, dates, fingerprints, handwriting, gold color, finish, gemstones, etc. These items are not kept in stock. We have incurred costs to cast and source the materials to complete your order, and incurred labor and other costs required to manufacture these items. Due to these factors, we are not able to offer full returns on these products.

Personalized items will incur a 15% restocking fee plus an additional $15 per sterling silver personalized item, and $50 per personalized gold item.

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Sale items are final sale and cannot be returned.

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WARRANTY: We offer a 365 day warranty from the day it is purchased to protect against manufacturer defects in craftsmanship. The warranty does not cover normal wear and tear or damages incurred due to trauma, negligence, lack of regular maintenance, loss, or theft. Tarnish is a naturally occurring process in sterling silver and gold jewellery and is not covered by the warranty.

We offer complimentary cleaning and re-polishing for all of our jewellery. For our diamond and other gemstone jewellery and rings, we offer complimentary cleaning, re-polishing and setting check ups as a pre-emptive measure against the possibility of stone loss or damage that can occur when prongs are bent, caught, pulled or broken during normal wear. We only ask that you cover the shipping and insurance to safely transport the item to our studio. As a gesture of gratitude for choosing Luxe Design, we'll cover the cost of shipping it back to you.

To safe guard your valuable diamond and gemstone jewellery, we recommend that you contact an independent insurance company and check with your homeowners' or renters' insurance carrier and ask questions like "What happens if all of my valuable jewellery gets stolen?" or "What happens if my wedding ring or the diamond from my ring goes missing?". Knowing your valuable and meaningful jewellery is safely insured will give you peace of mind and satisfaction in knowing you're protected.

FAULTY ITEMS INCLUDE: Broken jump rings, broken beads, broken bead wire resulting in a lost bead, broken clasps, faulty chains, items with a manufacturer’s defect.

FAULTY ITEMS DO NOT INCLUDE: Crushed beads, stones, charms, settings, findings or chains. Stretched out chains or clasps. Prongs that are bent, caught, pulled or broken from normal wear.

Tarnished items. Tarnish is a natural reaction in silver and gold and can be prevented and easily remedied. We will gladly re-polish an item free of charge; the customer is responsible for shipping & return shipping. Please see CARE & CLEANING for more detailed information. 

REPAIRS: If you have encountered some of the above events and have some jewellery that you would like to have repaired, you may still send it to us to be repaired for a small fee. Costs will be assessed, and you will be notified prior to commencing the repair. Shipping charges and return shipping charges will be the customer's responsibility.

SHIPPING YOUR RETURN: Returning Canadian made goods to Canada is free from duties. However, US & International returns must state on the package that the goods are MADE IN CANADA and they are being RETURNED to Canada. In short, it must say 'CANADIAN GOODS RETURNING' and indicate the value of the return or it may incur unnecessary additional charges and the shipment may be refused and returned to you. We recommend shipping with a tracking number and additional insurance if applicable, as we are not cannot be of any help if items go missing before they reach our studio. We do not accept COD returns. Please do not return with a signature required as it will delay processing and may cause the return window to close before we receive the item. Instead we recommend using a tracking number so you know it arrived.

RECEIVING YOUR CREDIT: Once we receive your item, we will refund your original method of payment, less any restocking fees. 

*Orders over $300 may require additional shipping costs.

DOWNLOAD A RETURN FORM HERE.