Refund policy

There is a 15-day Return policy only for items ordered that have been damaged or broken upon its arrival at your address.

While I take great care in securely bubble wrapping your jewelry and/or shipping it in strong cardboard boxes, I appreciate that there may be times when there are occasional accidents during shipping resulting in damaged or broken pieces.

 

STEPS TO FOLLOW if you find your jewelry damaged upon receipt:
Please notify me immediately upon receipt by using the Contact Page and let me know the specific issue. I will require photos to show me what happened. I will get back to you as soon as possible since I want to correct the problem. Please don't return it until after you and I have had a chance to communicate.

RETURNS:
Returned items must be returned in all original packaging, including the associated bags or boxes. Broken damaged pieces must be included as proof of damage. To complete return, I require the receipt or proof of purchase as well as your receipt for the original Trackable Insured Shipment from Canada.

REFUNDS:
Once your return is received and inspected, having been shipped as per our Shipping instructions, I will notify you by email of its receipt and whether it has been approved. Upon approval, then your refund will be processed. A credit will be automatically applied to your credit card or original method of payment within 5 business days.

LATE OR MISSING REFUNDS (if applicable)
If you haven't received a refund yet, first check your bank account again. Next contact your credit card company as it may take them time before it is officially posted. Finally, contact your bank. There is often some processing time on their part before it is posted there. If you have done all this and still haven't received it, please contact me at soop@sympatico.ca. I will do my best to help follow up.

SHIPPING:
To return your damaged product, you must mail it back addressed : Strung Out On Pearls, 1157 Lansdown Dr., Oakville, ON L6J 7N7, Canada using ONLY a Trackable Insured Shipping service. This protects both of us in case your package is lost.

You shall be responsible for paying for your own shipping costs for returning the item. These costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
There will be no refund of any applicable Customs duties and taxes if paid in your country of residence for the original shipment to you.

 

Apart from damaged or broken designs, there is no return or refund on jewelry (or Masks and lanyards) under any other circumstances as these are one-of-a-kind designs.

FREE RE-KNOTTING: However, should your hand-knotted necklace or bracelet come apart during normal wear within a year of your purchase, I will happily re-knot it for you without charge. Please contact me directly using the Contact Us form with the particulars and we can go through the steps of the Return.