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Shipping & Handling

We pride ourselves on the quick handling of your orders, with most in stock items shipping within 1-3 business days.  We do not ship on Saturdays, Sundays or Holidays. All items ship from Vancouver, Canada. We ship worldwide.

Please note that once an order has been placed, we are unable to cancel it, make adjustments to it, or combine it with another order.

We do not offer in-store pick up for orders placed online.

Domestic Shipping:

Canadian Orders placed with Canada Post Expedited shipping are processed and shipped within 1-3 business days. This processing time does not include Adorned, Engravable orders, or custom orders. Please note that the day(s) your order is packed and shipped is not counted as a day in transit.

Most orders placed with Canada Post Priority shipping before 9am PST are processed and shipped same day. Please note that same day shipping is not guaranteed. This processing time does not include Engravable or custom orders. Please note that the day(s) your order is packed and shipped is not counted as a day in transit.

  • Canada Post Expedited parcels ship with an estimated 2-10 days for delivery.
  • Canada Post Priority parcels ship with an estimated 1-3 business days for delivery.
  • We insure all of our packages and require a signature for all Fine Jewelry orders - no exceptions. Please be sure to choose a delivery address where someone is able to sign for your parcel.
  • Once an order has been placed, unfortunately no changes or cancellations can be made.
  • In order to track your order, copy your tracking number that is provided in the shipping notification email and paste it in the tracking field on the website www.canadapost.ca
  • Please note that Canada Post is closed on national, provincial, and territorial holidays, with no collection or delivery of mail on these days.

International Shipping: To the USA

Orders placed with Canada Post USA Tracked Packet shipping are processed and shipped within 1-3 business days. This processing time does not include Adorned, engravable, or custom orders. Please note that the day(s) your order is packed and shipped is not counted as days in transit. TRACKED PACKET SHIPMENTS ARE NOT SIGNATURE RELEASED UPON DELIVERY.

  • Canada Post Tracked Packet parcels ship with an estimated 5-10 days for delivery.
  • Once an order has been placed, unfortunately no changes or cancellations can be made.

Most orders placed with DHL International Express before 9am PST are processed and shipped same day. This processing time does not include engravable or custom orders. Please note that the day(s) your order is packed and shipped is not counted as a day in transit.

  • DHL International Express parcels ship with an estimated 2-3 business days for delivery. Please note that this delivery time may be delayed if you live in a rural area.
  • We insure all of our packages and require a signature for all Fine Jewelry orders shipping with DHL- no exceptions. Please be sure to choose a delivery address where someone is able to sign for your parcel.
  • Once an order has been placed, unfortunately no changes or cancellations can be made.

International Shipping: Worldwide (outside of Canada + U.S.)

We ship DHL International Express (2-3 Business Days) for all international orders, excluding the U.S. Shipping before 11am PST are processed and shipped same day. This processing time does not include engravable or custom orders. Please note that the day(s) your order is packed and shipped is not counted as a day in transit.

  • DHL International Express parcels ship with an estimated 2-3 business days for delivery. Please note that this delivery time may be delayed if you live in a rural area.
  • We insure all of our packages and require a signature for all Fine Jewelry orders shipping with DHL- no exceptions. Please be sure to choose a delivery address where someone is able to sign for your parcel.
  • Once an order has been placed, unfortunately no changes or cancellations can be made.

Please note, all international packages may be subject to duties and taxes. Melanie Auld Jewelry Ltd. is not responsible for duties and taxes. The limits for duty-free packages are established by your local customs authorities. Please check your local customs website for more information.

Preorder Shipments
  • Payment is charged immediately at checkout, not when the item ships.
  • All preorders will have an estimated ship date listed. Please note that this ship date is not guaranteed.
  • If you are ordering a preorder item with an in-stock item, both items will ship together when the preorder item becomes available. If you would like your items to ship separately, please place two separate orders.
Lost Shipments

If you received a delivery notification but it appears your package has not been delivered, don't worry! Often times Canada Post will preemptively scan a package as delivered, but it is still en route. Please wait 24 hours and then follow these steps if you have still not received your order.

  • Check with neighbours (or those with neighbouring mailboxes), your concierge, or community mailbox. This is most often where your package will be.
  • If you are still unable to locate your package, please email hello@melanieauld.com and our team will file a claim with the shipping carrier. Please note that a resolution can take up to 10 business days.
  • We are not responsible for lost parcels in the event that an incorrect shipping address was entered.

*Please note that delivery dates are not guaranteed in the event of service interruptions or failures caused by events beyond the control of melanieauld.ca. Such as, but not limited to, interruptions of our transportation systems or the services provided by our carriers, your bank or credit card.

If you run into any delivery issues, please contact hello@melanieauld.com. We are happy to help!

Production Time: Engraving & Custom Pieces

  • Please allow for a 1-7 business day production time for all engraving.
  • Please allow for a 1-7 business day production time for all buildable and custom necklaces, including ADORNED.
  • Please allow for a 5-6 week production time for all made-to-order Diamond Huggies and Diamond Rings.
  • Engraved pieces do not fall under our replating warranty, as replating will distort the engraving.
  • As all engraved pieces are custom made, they are final sale.

Returns

Please process your return through our return platform HERE.

Please email hello@melanieauld.com to request a return if you are unable to access our return portal.

Online:
  • Orders are eligible for return within 7 days of delivery
  • Vermeil and Sterling Silver pieces are eligible for store credit only
  • Fine (solid gold) pieces are eligible for a refund
  • No shipping costs are refunded or credited
  • All sale items are final sale
In-Store:
  • Eligible for return within 7 days of purchase
  • Vermeil and Sterling Silver pieces are eligible for store credit only
  • Fine (solid gold) pieces are eligible for a refund
  • All sale items are final sale

Please note ALL SALE items and custom/engraved items are FINAL SALE. (We do not accept returns or exchanges on these pieces. This includes product purchased during our Black Friday sale.)

Returns may take up to 3 business days to be processed.

No returns are accepted without following the proper return request on our returns page.

Items should be returned unworn, clean, and undamaged. Items are subject to inspection upon their return.

If in the event you should receive your order and it is damaged or you received the wrong item, we will provide you with a return label and issue you a replacement. If we are sold out of the product we will issue you a refund.

All returns must include original packing list with the items you are returning circled and the RA# and reason for return clearly indicated. No returns are accepted without approval and an RA#.

**If you are returning an item from outside of Canada, you must declare that the parcel is a return on your customs declaration. If Melanie Auld Jewelry Ltd. incurs any duties or taxes for returned parcels, the amount will either be deducted from your store credit, or the parcel will be rejected.**

Exchanges

Online:
  • We unfortunately do not support exchanges for online orders at this time. To exchange your item, you may process a return for store credit to repurchase your desired item OR place a new order for equal or greater value for you desired item(s) and reference that order number for a refund request. 
In store:
  • We support exchanges at store level only

Repairs

Warranty
  • Our 1 year warranty supports the repair or re-plating of a product if the product is deemed defective. This is inclusive of defective clasps or stone settings, but does not include plating wear or breakage due to normal wear and tear or improper usage.
  • Our warranty does not denote a replacement of an item but rather a repair or re-plating service.
  • We cover the costs associated with repairs and re-plating only if the item is defective OR if a chain breaks within 3 months. 
Fine:
  • Melanie Auld Jewelry covers the repair cost associated with any fine defect occurring within 3 months of purchase.
  • If a product is damaged within 3 months due to improper care, we do not cover the cost of repair. This includes rings, bangles, and pendants bending.
  • There is a $25 flat fee online and in store for soldering of pieces after 3 months, but within 1 year.
  • Repair cost for stone replacements or resetting is subject to assessment per piece/situation.
  • This cost is inclusive of domestic outbound shipping for online orders. (Returning of the ring back to you).
  • For orders outside of Canada, unfortunately no shipping costs are covered by Melanie Auld Jewelry Ltd.
  • Any jewelry that has been altered by anyone other than Melanie Auld Jewelry does not fall under our repair or replacement warranty.
  • Repair times vary depending on the nature of the damage. Repairs cannot be rushed.
Vermeil/Sterling:
  • Any product defect occurring within 3 months of purchase (chain breakages, stones falling out, rapid plating wearing (n/a of improper wear)) we cover the repair cost associated with soldering, replating, etc.
  • If a product is damaged within 3 months due to improper care, eg: a ring or pendant bent, plating worn from wearing in shower, we do not cover the cost of repairing this.
  • Any jewelry that has been altered by anyone other than Melanie Auld Jewelry does not fall under our repair or replacement warranty.
  • Repair times vary depending on the nature of the damage. Repairs cannot be rushed.

*Melanie Auld Jewelry holds the right to assess all repairs and quality issues.

*Please note that we do not offer repairs or replating for any items no longer available through melanieauld.ca or melanieauld.com

*Melanie Auld Jewelry does not cover the return shipping cost for repairs or damages on items purchased outside of melanieauld.ca, melanieauld.com, or the Melanie Auld Boutique.

Replating:
  • We offer replating for all in-stock vermeil pieces. If an item has been discontinued or is no longer carried by melanieauld.ca, it is not eligible for replating.
  • After 3 months but within 1 year: $25 flat fee for first piece, and $10 per piece thereafter. 
  • This cost is inclusive of domestic outbound shipping for online orders. (Returning of the item back to you). We do not cover the cost of shipment or delivery of the piece to our offices.
  • For orders outside of Canada, unfortunately no shipping costs are covered by Melanie Auld Jewelry Ltd.
Herringbone Styles:
  • No repairs or replacements can be provided unless defect is reported within 1 week of delivery.
  • We do not replace or repair chains with kinks in chain, as a result of customer wear.
  • We do not support the replacement or repair of herringbone styles when purchased at store level.
  • We assess Herringbone styles for repair on a case by case basis as not all repairs are possible. 

Ear Cuffs:

  • Due to the nature of ear cuffs, we are unable to replace lost cuffs.
Home Goods:
  • We do not provide a warranty, repair, or replacement for any home goods.
Brass:
  • We do not provide any warranty on brass-based items as this material has been discontinued since Jan 2019.
  • We do not accept any returns, replacements, repairs, credits, or exchanges, for any brass based item both online and in store.
  • Not sure if your item is brass based? Look for 925 stamp on your piece or email hello@melanieauld.com.
Resizing:
  • We offer ring sizing on specific solid gold ring styles only. This is determined by the intricacy of the ring’s construction and the stone(s) set on the ring.
  • We offer ring sizing from half a size or one full size smaller. We do not size any rings to larger sizes due to potential damage to the construction of the ring.
  • Ring resizing fee is $25
  • This cost is inclusive of domestic outbound shipping for online orders. (Returning of the ring back to you).
  • For orders outside of Canada, unfortunately no shipping costs are covered by Melanie Auld Jewelry Ltd.

Pricing/Currency

All transactions and prices are in $CAD

Privacy

Melanie Auld jewelry is committed to protecting your privacy. All personal information you provide during newsletter signup or checkout is used to process your orders or to contact you regarding a particular transaction only. All financial information is gathered securely using the latest version of SSL (Secure Sockets Layer). A SSL is a protocol that encrypts your information into codes so that your information is kept secure while being transmitted via the Internet. Melanie Auld is the keeper of the information collected on this site and guarantees your information will not be disclosed to any outside organization or third party. All gathered information is treated seriously and with full respect to your privacy. We may use your contact information to contact you about new products, features or special promotions. If you do not wish to receive such communications, you may remove yourself from the mailing list by unsubscribing via email.