Frequently Asked Questions
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.
Materials & Process
Where are your pieces manufactured and who made them?
We are proudly made in Canada! Our skilled team of artisans handcraft your piece from start to finish in our studio in Kitchener, Ontario. Your piece is carefully soldered from metal wire and sheet in house, cleaned, polished and stones set, often by the same set of hands. We pay our team above the livable wage for Waterloo Region so you can rest assured that your purchase aligns with your values.
What types of metal are used?
We handcraft all pieces using metals designed for their longevity and strive to offer each piece in a variety of metal finishes to fit your existing wardrobe. We use solid .925 sterling silver, 14k gold-fill and 14k solid gold in our designs. All designs are 100% nickel-free as nickel can cause skin allergies. Our 14k white gold pieces are made with palladium white gold instead of nickel to avoid skin allergies. We believe gold-fill is superior to plated metals such as gold vermeil as the plating will eventually wear exposing the base metal. Learn more about the benefits of gold-fill here.
Are the gemstones natural/genuine?
We use only natural, un-dyed gemstones in our designs purchased directly from mines or via vetted small suppliers. Each gemstone lot is carefully inspected prior to setting in jewellery. We do not use man-made or lab created stones as we believe supporting Artisanal and Small Scale miners (ASM) allows people to earn a fair living mining gemstones while having a small impact on the local environment.
Are your pieces ethically sourced?
We believe ethical sourcing is a journey and we strive to continue to make incremental improvements to the sources of our raw materials constantly. We are building partnerships worldwide with the goal of offering ALL products with full traceability from the ground to you. That's why you will see product transparency information right on the product page! Additionally, you can follow along as we release new products and update suppliers for existing products by following our blog.
Do you quality stamp solid 14k 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.
Orders & Shipping
Where do you ship?
We ship worldwide! Rush 1-6 business day 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.
When will my item ship after I place my order?
Our skilled artisans make each item to order in our studio in Kitchener, Ontario, Canada. All items are shipped within 1-5 business days of order. Business days do not include statutory holidays in Canada.
Holiday shipping deadlines
All items are made to order for you and shipped within 1-3 business days.
Standard (free) shipping: December 6
Express shipping: December 18
Standard (free) shipping: December 6
Express shipping: December 16
Rest of World:
Standard shipping: November 28
Express shipping: December 13
Once my item has shipped how long will it take to arrive?
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
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
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
Do you offer express shipping?
Yes! Express courier options are available for almost all destinations. In Canada express shipments are handled by Canpar (Ontario) and Purolator (rest of Canada). US & International orders are shipped via DHL Express. All express orders arrive in 1-5 business days aside from remote locales.
Can I update my shipping address or other information after I order?
Please contact us as soon as possible to ensure we are able to update your address or order information prior to shipment. Once an item is shipped we cannot update the address or adjust sizing and luxe.zen is not responsible for lost orders due to incorrect shipping address.
Will I be charged duties and 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, but local sales tax will be applied at checkout.
Do you accept custom orders?
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.
How do I calculate my ring size?
We offer an inclusive range of sizes in rings - from US size 3 to US size 16. Access our free printable ring size tool here to get started!
Returns & Exchanges
Please contact us as soon as possible if you have a concern or wish to return your item. We accept returns & exchanges on unworn merchandise within 30 days.
I ordered the wrong size/length, can I exchange or have my item resized?
Absolutely, we know sizing issues can happen, especially when we are purchasing gifts. Please contact us within 14 days of the receipt of your purchase for an exchange on unworn merchandise.
Typically it is best to exchange coloured gemstone items rather than resize them. Stones can be impacted by the torch heat required to resize an item.
How do I return an item?
We accept returns on all unworn merchandise aside from pierced earrings & custom orders within 30 days of delivery. 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 cost and any damage incurred during shipping.
What is the process once I have returned my item?
Items are reviewed for returns & exchanges 1-2 times per week.
In the event of a return, a refund will be issued to the original method of payment within 5 days of receiving the item back in original condition. Buyer is responsible for any loss in value to an item if it is damaged or lost during return shipping.
In the event of an exchange, the new item will be put into production once the original piece has been returned and will be ready to ship in 1-5 days. luxe.zen will provide tracking to you for your new piece once it ships. Exchanged itemse will be shipped the most economical way unless an upgrade is requested.
What is your product warranty?
We take great pride in our work and wish you to have a piece you enjoy for years to come. All jewellery metalwork guaranteed free from manufacturer defect for 1 year. This includes prongs, solder joints and band.
As we work with a variety of types of gemstones, each with their own unique characteristics and hardness, we do not cover cracks, breakage or loss of stones unless the loss is deemed to be due to defective metalwork. Consider choosing gemstones higher on the Mohs hardness scale for a longer lifespan, especially for high impact pieces like rings & bracelets.
We are always happy to assist with repairs of any of our pieces in or out of the warranty period. Contact us to receive a quote for repair or stone replacement.