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FREE GIFT WRAP + FREE CAN / US STANDARD SHIPPING

Customer Service

We want to ensure you love your piece for years to come! If for any reason you are unsatisfied with your purchase or have questions, please get in touch with us within 14 days of delivery.


Returns & Exchanges

At luxe.zen we stand behind our work. Please contact us if you receive your piece and you have any questions or concerns. We're here to help.

Please contact us within 14 days of the receipt of your purchase for a return or exchange.

Items must be safely packaged and returned to the luxe.zen studio in Kitchener, Ontario, Canada. We recommend all pieces be packaged in a box with fill included to reduce risk of damage during shipping. Buyer responsible for any damage incurred during shipping.

If we messed up - we will cover return shipping for manufacturer defect related returns or exchanges. If you changed your mind or ordered the wrong size, no worries, get it back to us and we'll sort it out!

 

 Items can be returned or exchanged within 1 year due to manufacturer defect

 Any other returns are gladly accepted within 30 days of delivery; except pierced earrings and custom orders


FAQ

1. Where do you ship?

We ship worldwide! Rush 1-6 shipping available for Canadian and US customers. Express also available for international orders via DHL; shipping times vary, please contact us for an estimated delivery date.

2. When will my item be shipped?

All items are shipped within 1-5 business days of order. Business days do not include statutory holidays in Canada.

3. Once my item has shipped, how long will it take to arrive?

Canadian Orders:

FREE SHIPPING - estimated arrival time 3-15 business days (not guaranteed) coast to coast, via Chit Chats
Express - estimated arrival time 2-6 business days coast to coast via Canpar Courier
Local Pickup available at our studio in Kitchener, ON

USA Orders:

Standard Shipping - estimated arrival time 10-13 business days via Chit Chat/USPS
Express - estimated arrival time 2-4 business days, tracking provided via DHL

Europe Orders:

Standard Shipping - estimated arrival time 10-30 business days (not guaranteed)
Tracked Packet - estimated arrival time 5-10 business days, tracked via Canada Post
Express - estimated arrival time 2-5 business days, tracked via DHL
* Please note some European countries are experiencing long customs processing delays with Canada Post, choose express to avoid any unforeseen delays.

Australia/New Zealand Orders:

Tracked Packet - estimated arrival time 10-15 business days, tracked via Ascendia
Express - Please contact for quote

4. Can I update my shipping address after an order is placed? 

Please contact us as soon as possible to ensure we are able to update your address prior to shipment. Once an item is shipped we cannot update the address and luxe.zen is not responsible for lost orders due to incorrect shipping address.

5. Will I be charged duties or taxes on my order?

The purchase price does not include any taxes or duties levied by your country for orders from outside Canada. There are no import duties for orders shipped within Canada.

6. I'm not happy with my item or I bought the wrong size - what's next?

Please contact us to initiate the process within 14 days of receiving your item. Returns and exchanges are unfortunately not possible for personalized or custom items and pierced earrings. Any other items can be returned or exchanged by mailing the item to our studio in Kitchener, Ontario, Canada within 30 days of order delivery date. Any items requiring return or exchange due to manufacturer defect can be sent back within 1 year of purchase. We will cover return shipping for any returns or exchanges due to defect.

7. When will I receive my refund for a return?  

Refunds will be issued once your piece has been returned to the studio and its condition verified. A notification will be sent via email once we have initiated a refund with our payment provider. It may take a few days for the refund to be processed by your payment provider.

8. What is considered a custom order?

We're always happy to accommodate custom orders! Any order that alters an existing product in any way, such as size, metal, stone, or that is not offered as a standard product is considered a custom order and is non-returnable. We will accept returns or exchanges on custom orders due to manufacturer's defect only.

9. Do you quality stamp 14k solid gold or sterling silver pieces?

In Canada the process to become certified to hallmark/quality stamp metals is a complex process requiring first a legal trademark and then registration to stamp. At this time we are not quality stamping components made in house, but rest assured that our 14k gold and sterling silver wire, sheet, and other components are purchased from reputable metal dealers and/or Canadian metal refiners. All materials are carefully managed to ensure no mix ups occur and solid gold items are handcrafted and shipped by our owner, Sarah. We stand behind the materials and the quality of our work and we are happy to send photos and/or video of raw material and work processes at customer's request. Further, any piece can be taken to an independent jewelry appraiser for validation.