SHOP POLICIES

Processing times 

All orders are processed in 5 to 7 business days, and we usually ship packages on Wednesdays! So if an order is placed on a Thursday for example, it will be shipped on the next Wednesday at the latest, unless the announcement header on the website says otherwise (ex : vacations). We try to ship orders placed the  same day of shipping days, but it's not always possible, depending on the amount we have to prepare. 

Shipping delays & Upgrades
Please note that delays are not guaranteed, if you need a specific arrival date please contact us before placing the order.

Canada : 

You can choose tracked package or untracked at checkout in Canada. Untracked packages do not come with any insurance and we can't control where they go once they leave the studio and won't replace a lost package in that case.
•  Untracked standard: 5 to 14 days (up to 6 weeks for BC in Winter)
•  Tracking Upgrade - 5 to 7 business days

• Express tracking - 1-3 business days


United States:

All orders going to the United States come with a tracking number and insurance.
• Tracked standard - 7 to 14 business days
• Express tracking - 2 to 3 business days 


International: 

You can choose tracked package or untracked at checkout. Untracked packages do not come with any insurance and we can't control where they go once they leave the studio and won't replace a lost package in that case.
• Untracked standard : 3 to 6 weeks
• International tracking : 5 to 10 business days 

• International express tracking : 3 to 5 business days

Currency

The shop is set in Canadian dollars, but you can customize your currency depending on your location. Please note that the gift card amounts are all in CAD $. 

Customs and import taxes

Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs. Customers is responsible to verify and claim their package when left at their local post office.

Returns and cancellation

We accept cancellation within 24 hours of purchase. Returns must be communicated within 3 days of delivery and shipped back within 7 days of delivery. Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for custom orders and sale items. Buyers are responsible for return postage costs. If the item has been worn or is not returned in its original condition, the buyer is responsible for any loss in value.
For the Holidays time, we accept gift returns up to January 31st. 

Jewelry care 

To ensure the longest life possible for your jewelry not made of stainless steel, keep away from water and chemicals ( cleaning products, etc), do not wear while working out and keep away from humidity the most possible. If a patina forms on top of the metal, you can rub it gently with a cloth as soon as it appears. If it stained the metal, you can try to rub toothpaste on it and gently swipe it after with a humid cloth.

For stainless steel, it will never change color or transfer anything on your skin. You can put it in water. Be careful with chemicals contact still to keep the original shine intact. 

Damaged or lost packages 

If a package arrives broken or damaged, we will send you a new one asap! For lost packages, we will replace it if the shipping was tracked. For untracked shipping, we can't insure the package since we can't follow it, it's a cheaper choice but it's a little bit more risky. We love to offer it, because we know you love saving money on shipping! It rarely get lost, but we prefer saying it! 

We can't be responsible for errors in shipping addresses, please double check the information before checking out to ensure everything is correct. If a package is returned to us because of an error, resending the package will have to be covered by the customer. We do not have any control on the post once it's out, unless you notice us early enough and we can make the changes. Thanks for understanding!

Wholesale 

We offer wholesale pricing, please contact us at shopequinoxart@gmail.com for more details.

Wedding favors and bridesmaid

We love adapting our products for celebrations! We did many bridal party jewelry sets. We can fit your color scheme and style, and we can even make you  statement piece for the bride! We offer deals on larger orders, don't hesitate to ask!

Custom orders

We do offer custom orders from simple casual pieces to statement jewelry for special occasions! You can visit our Portfolio section to have a look at what we can create for you, and to get inspired! All custom orders must be purchased before the creation process begins. Simply send us an email and we can start the process!