You have questions? We may have the answers.
These are some of the most frequently asked questions from our customers.
If you have a question and you don’t see an answer then please feel free to contact us at firstname.lastname@example.org
We may change any of our policies, prices or information at any time.
Do you do repairs?
Yes, we do repair jewellery! We accept repairs during our regular store hours and will give you an estimate of materials and time needed once we have seen the piece. We are unable to do soldering, drilling/re-drilling of holes and complicated patterns that we aren’t familiar with. We take repairs at our discretion and sometimes are not able to accept a repair.
Repairs are required to be left at the store and are done in the order they have come in.
Please allow a minimum of 2 weeks* for repairs to be completed.
We will call you as soon as your repair is complete.
*During busy periods repair times may take longer. We do not accept repairs for the month of December.
Find below our repair service charges – please note that a $12.50 minimum service charge (+ tax) is applied to all repairs.
Repair Type Service Charge
Standard repair | $25 per hour (+ tax) plus the cost of materials (minimum $12.50 charge)
Knotting repair | $0.60 per knot (+ tax) plus the cost of materials
Custom repair or designing from scratch | $35 per hour (+ tax) plus the cost of materials
Every jewellery repair is unique and we take pride in bringing a broken piece back to life. We do our best to properly repair your jewellery within our means; however, we are not responsible for jewellery breaking after it has left the store.
Do you sell individual beads?
Yes, in our store, most of our beads are available individually. If you are able, come by for the best selection.
On our website, some beads are sold by the strand or in a package size and some are sold individually. This will be noted with the product description.
How many beads are on a strand?
The number of beads on a strand will depend on the length of the strand, the size and the type of bead. Some strands are based on the number of beads (for example, Czech fire-polished glass) and others are sold by the length and the number of beads can differ (for example, semi-precious stones).
See the glossary entry ‘beads per strand’ for more information.
What is your return policy?
We will give credit or exchange for merchandise returned within 2 weeks of purchase with a receipt. Materials must be in the same condition and packaging that they were purchased in.
For on-line purchases, email email@example.com to receive a return authorization code. Materials must be in the same condition and packaging as when they were purchased. All shipping costs must be paid for by the customer. If an exchange is needed, this is considered a return and new order so both shipping costs are the responsibility of the customer.
There is no credits/exchanges on cut chain, cut string/cord and tools.
How do I sign up for a class?
Call the store or come by if you would like to sign up for one of our classes. To be considered registered for the class, full payment is required.
Do you carry hypo-allergenic metals?
How can I pay for an online order?
We accept Visa, MC and American Express which is processed through a secured 3rd party site. When you place an order and submit your credit card details the total is authorized and hold only. After we check stock, fill the order and make any adjustments (ie. out of stock items, add shipping if an International order), we process the card only for the merchandise sent. If we are out of an item, it will be deducted from your order. We do not back order items.
What is your minimum order?
We have no minimum order either in our store or on-line.
Are your pictures accurate?
We do our best to keep our pictures up-to-date. However, there are many variables that could aid in misrepresenting a product. Inconsistencies with dye-lots, variations with stones regarding colours, cuts, + quality which can vary strand to strand, computer monitors and of course, human error. In the end, we are reasonable people and what you to get what you ordered. If there is a large difference in what is shown on-line, we will contact you.
Are your prices in Canadian or US Dollars?
Are there any quantity discounts?
Yes. Many of our products have a better price depending on the quantity of items that you are buying and are shown on our website accordingly. Should you need a larger quantity than is listed please contact us for pricing and availability.
What taxes do I pay?
We are located in beautiful Vancouver, British Columbia, Canada. When purchasing within the store you pay 12% in taxes (7% is Provincial tax, 5% is Federal tax).
For on-line purchases, if sending within BC, you pay 12% tax. If sending to another province in Canada you pay the taxes from your province, which differ.
For US and International customers, there is no tax added.
Do you ship to the US?
Yes we do ship to the US. Once we have the weight and volume of your package we will contact you with various shipping options. There may be duties and taxes that are incurred from crossing the border which the customer is responsible for.
What insurance do you provide on shipped orders?
Canada Post Xpresspost envelopes automatically include insurance coverage for up to $100.00 Canadian.
Please contact us if you would like to add additional insurance onto your shipment.
What are my shipping costs?
The cost of shipping is determined by the size + weight of the package as well as the delivery service required. Once your items are in your cart, the various shipping options will be shown. At this time, we ship with Canada Post whenever possible.