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Shipping and Returns
Shipping and Returns
FREE shipping will apply to orders of $100 CAD (before
taxes) or more within
Any orders not eligible for free shipping
will be subject to a flat rate charge of $10.00 to all Canadian and U.S
destinations.
Please note: We do not process International Orders at this
time.
Orders are shipped within 48 hours, for
all items in stock, after receiving your order. Orders are shipped via
Canada Post. When your ordered is shipped you will receive an email
telling you that your package has been shipped. If you receive a tracking # you can follow your package online
using your tracking number. Just go to: http://www.canadapost.ca. Estimated delivery time for in-stock items
within
Backorders:
If an item is currently not in stock, or a
backorder has occurred due to high demand, we will contact you immediately to
give you a time frame in which to expect your item. When informed of a
backorder you can choose to:
a) have all items held until the entire order is ready
b) have the backordered item removed from your order
completely (no extra charge will result from cancelling an item – unless your
remaining items do not add up to $100 in which you may be charged for shipping)
c) have in-stock items shipped now, and the backorder
shipped when it becomes available (no extra shipping charge will result from a
backorder)
Please contact us within 48 hours of
receiving an email about your item(s) being backordered stating which course of
action we should take. If no communication has been received from you
within 48 hours – we will proceed with option (c).
A few items are created at our location in
Seaforth. Please be patient to receive your handmade jewellery, as it may
take some time to have the supplies needed to complete your item, or the artist
available to alter it to your specifications.
Undeliverable Packages
Packages are sometimes returned to us,
marked as undeliverable. When the carrier returns an undeliverable package
to us, we will contact you immediately to inform you of the delay, and to
request verification of your address. There are many reasons why a package
was deemed undeliverable. Please read the reasons this may occur below to help
prevent this from happening to you.
Incorrect Address: When placing an order for the first time,
please double-check your address and especially your postal or zip code.
Failed Delivery Attempts: Usually packages are kept at the post office for
15 days or three attempts are made to deliver the package. Some items
require a signature if they are valued at more than $500. If you are out
of town for an extended period, or on vacation, and have no one authorized to
sign and pick up your mail it will be returned to us after 15 days.
Refused by Recipient: Some clients may refuse a parcel if they are
not expecting it or if they believe the package was sent to them in
error. If you plan to send an item to a someone as a Gift – you may want
to let them know that a surprise is on the way.
Item was too big for a P.O. Box: Some items are too big to be placed in your box
and need to be shipped to your street address. If the street address was
marked on the package it may be returned.
Human Error: Sometimes it may be a mistake on our
part. We either wrote the address down wrong, or it became illegible
during shipping, or perhaps the carrier made an error and delivered it to a
different address than what was printed on the label.
Taxes Charged
Tax is not charged on any item(s) shipped
to the
Tax will be added onto all Canadian orders
in the amount of the Provincial & Federal tax rates of the province the
order will be shipped to.
Returns, Refunds and Exchanges Policy
Elements of Design stands behind the
quality and beauty of our products! We offer a one year warranty on all
our jewellery – and many brand name pieces have longer warranty’s (i.e. many
watch brands have a two year warranty). The companies we work with are
flexible and understand the need for the customer to be 100% satisfied with
their purchase.
Pictures can sometimes be
misleading. We have all bought items online, or from a catalogue, and upon
receiving them thought that the item was going to be bigger or
smaller. Please read all the measurements on the items you are interested
in, and visualize the item’s size (with a ruler in hand).
14-Day Return Policy
Our 14-day return policy gives you plenty
of time to consider your purchase. If at anytime during this 2-week period
you want to return your item, we require you contact us immediately of your
decision by phone or email. We will then issue you a RMA (return merchandise
authorization) number and guide you through the steps listed below to make your
return a simple procedure.
Refunds
If for any reason you are not satisfied,
you can return your item(s) (without custom engraving or any other signs of
alteration) for a refund or exchange. Contact our store at info@elementsofdesign.ca to request RMA (return merchandise authorization)
#. Please explain the reason for the return.
Upon receiving your returned item(s),
Elements of Design will refund you the returned products value via the same
payment channel as your purchase less a 10% restocking fee. Please note that ALL shipping and
handling charges are non-refundable. We request that the
original receipt, packaging (boxes or bags), and any free gifts received be
returned to Elements of Design, along with the item being returned for a
refund. If you would prefer, we can offer you a store credit for 100% of
the returned products value (excluding taxes, shipping & changes in the
exchange rate).
Non-returnable items:
- Gift
Certificates are non-refundable and are therefore, non-returnable.
If you cannot find an item you like on the website, please visit our
retail store in Seaforth, Ontario for more selection.
- Items that have
been altered by the customer or another jeweller – (e.g. engraved,
soldering, stones replaced, rings resized)
- Items that have
been damaged beyond recognition – (e.g. chewed up by lawn mower, run over
by vehicle, amber that has melted from exposure to excessive
heat). However, if a beaded necklace has broken and all the pieces
are found and returned – we can restring it.
- Cleaners. Opened
jars of liquid (e.g. Hagerty cleaners), used jewellery cloths.
- Single
earrings. Unfortunately, many of my suppliers do not offer the option
to buy only one earring. If you have lost one – buying another pair
and keeping the original single earring as a back-up seems to be the only
course of action. If one earring is damaged, or missing a stone due
to a manufacturing defect – please return the entire pair for
exchange. *If
the earring is made by the owner of Elements of Design (contact us to be
sure) – we will gladly make up one earring and charge you for ½ a
pair. Please mail back the single to ensure a perfect match.
How do I return an item?
1. Contact our store info@elementsofdesign.ca
to request RMA (return merchandise authorization) #. Please explain the
reason for the return.
2. Package your item in a corrugated box or
bubble envelope, along with the original receipt. Properly pad the item(s)
to ensure no damage will occur during shipping. 3. Seal the box well and label the outside
clearly with our address and your address in the upper left corner. Please
use permanent marker or use clear, Mylar tape over an ink-jet printer label as
the ink may run and become illegible otherwise. 4. Mark clearly on the outside of the package
whichever of the following actions you have been authorized to do (along with
your RMA #):
a. RETURN
FOR EXCHANGE
b. RETURN
FOR REPAIR
c. RETURN
FOR REFUND
5. Return your item(s), with a courier that
issues a tracking number, to:
*Expedited or Expresspost are both trackable and sometimes
require our phone # to be on the slip. Our phone # is (519) 600-2323.
6. Do not insure your item for more than the minimum
amount ($100) unless we specify otherwise. A signature is not
required. Average shipping costs should be no more than $15.
7. If you are required to fill out a form showing a “list
of contents” for Customs, please avoid writing the words “jewellery”, “gold”,
or “diamonds”. Use words like “fashion accessory” or “beading
supplies”.
Tracking your package:
With your tracking number you can track
your package and see if and when we have received your return.
- Package
Tracking: http://www.canadapost.ca
- Telephone
(within
- Telephone
(outside
UPS
- Package Tracking: http://www.ups.ca
- Telephone (within and outside Canada): 1 (800)
742-5877
Items that can be repaired:
Sometimes we need to have a piece repaired
due to just everyday wear and tear. Below is a list of brand name
pieces we carry and the corresponding warranty coverage:
BOCCIA© Titanium - Watches have a 2 year warranty on the movement.
Watch crystals and leather bands can be replaced. Please call for a quote. Titianium watches
take a standard-size battery which can be replaced at any jewellery store that
offers the service. Titanium jewellery will be replaced within 30 days if
defective.
Inch of Gold© - Chain by
the Inch has an Unconditional Lifetime Guarantee. Any break can be repaired
onsite at Elements of Design in Seaforth, Ontario. Simply mail the item
and the original invoice to show us the correct length
needed. Occasionally, we have customers with a high acidity in their skin
that, with their perspiration can literally “eat” through metals. If you
know you have this condition, please avoid plated products. Please avoid
wearing these chains in chlorinated swimming pools and hot tubs.
Larus Marcasite© - These marcasite jewellery pieces have claw-set stones
that can be replaced. Some rings can be sized. Please return the item
to Elements of Design within 12 months of your date of purchase and we will fix
or replace the item for no charge. After 12 months from your purchase date
we will repair your item for a minimum of $25, plus any additional fees based
on the extent of damage.
All other items
All other items will be handled on a
case-by-case basis. Please email us at info@elementsofdesign.ca describing the
problem, and we will try to resolve it.