Terms & Conditions

SHIPPING POLICY:

Free shipping offers (on purchases over $200) apply within Canada and the Contiguous USA only. Complimentary shipping policy applies once per order. Any additional shipment (for example, after resizing) will be charged at cost for the shipping service selected. Standard shipping rates apply to all other destinations, and import taxes & duties are paid by the recipient. Orders ship weekly on Wednesdays and Fridays with Purolator or Xpresspost. If Overnight service is selected, the order will be shipped as soon as possible. Order placed after 12:00 p.m. will be scheduled for the next shipping day. For insurance reasons, an adult signature is required upon delivery.

RETURN AND EXCHANGE POLICY:

Should you need to return an item, notify the JOULES team in advance. Returns sent without prior authorization will not be accepted. Return labels must be prepaid and fully insured with signature required. CODs will not be accepted. Returns must be well wrapped and padded (allowing no movement between jewels or within boxes) and secured in a sturdy shipping box. The item must arrive back unworn, in original condition, accompanied by the original packaging and receipt, within 7 days of receiving it. Personalised, custom-designed, resized, discounted and sales items cannot be returned and are non-refundable. Deposits are entirely non-refundable. If all stated requirements are met, the JOULES team will initiate a refund based on that order’s original payment method. Please note that the refund may need to be issued in the form of a JOULES Gift Card (for example, if the piece was purchased with a JOULES Gift Card or if the above conditions are not met). All returns will be subject to a minimum restocking fee of $40. Shipping costs will not be reimbursed. Returns will be processed upon receipt and an email confirmation will be sent. Please allow 10 days for the refund to post to your account, depending on the cycle of your credit card. Note that the online return & exchange policy does not apply in-store at independent retailers. Please contact us by email to initiate a return. Returns sent without prior authorization will not be accepted.

REPAIRS:

Our jewellery is carefully handcrafted but as with any product, natural wear and tear or accident may result in damage. We recommend any damaged piece be sent to us for evaluation. Repairs may take up to 8 weeks and there may be a fee associated. All repair inquiries should be made by email.

RING SIZING:

Ring resizing takes 10 to 15 days and incurs a fee starting at $50 per alteration; additional fees may be charged depending on the specific piece and the process required. The cost depends on labour and any additional material needed. Several styles cannot be altered – they need to be custom-made to fit. Inquire about ring sizing a specific design before making your purchase. Custom orders, including resized rings, are not eligible for return or exchange. Rings purchased elsewhere cannot be resized at JOULES.

SPECIAL ORDERS:

Some of our pieces may be customized. This can include changes in ring size, chain length, surface finishing etc. These types of alterations are considered a special order. Special orders are non-returnable and non-refundable. These special orders may take up to 12 weeks to produce depending on the production schedule.

CUSTOM-MADE WORK:

Custom-made works are non-returnable and non-refundable. These custom orders require a 50% deposit to be paid at the time of order and fabrication may take up to 12 weeks to produce depending on the production schedule.

BACKORDERS:

On occasion, an order may be placed for an item that appears to be in stock, but has actually sold before online inventory is adjusted. When this occurs, we will notify you as soon as possible. Items that are regularly stocked will be back-ordered and shipped as they become available.