FAQ

ORDERING AND SHIPPING

How long will my jewelry take to make?

Most items will ship within 3 business days or sooner of when order is placed. Made to order jewellery takes approximately 3-4 weeks. This may fluctuate depending on the time of year.  If there may be a delay we will contact you immediately.

 

How is my order shipped?

All jewelry is shipped with Canada Post. Domestic shipments automatically have tracking, delivery confirmation, and insurance included. They take between 1-2 business days to ship.

We understand Canadian shipping is expensive, so we have given American and International customers the option to choose between tracked shipping only, or a fully insured parcel with tracking and delivery confirmation. We are not responsible for lost, stolen, or damaged parcels. In the event that the piece becomes lost, stolen, or damaged, and the parcel was not insured, we will remake the item at cost (50% of retail), plus shipping, to the customer.

USA bound parcels take 4-5 business days to ship, and International 7-11, barring any customs delays, which are beyond our control.

 

I don't see my country listed, will you ship to me?

Possibly. We ship to many countries. Please contact us for a shipping quote before placing your order, as some countries cost more to ship to than others.

 

Do you gift wrap?

Your item(s) will arrive individually packaged in custom Van Raay logo boxes ready for gift giving. If you would like the note to include a short personal message, please contact us after you order with your request.

 

Do you offer wholesale pricing?

We do work with wholesale accounts. Please contact us for line sheets and terms.

 

JEWELRY CARE

How do I care for my jewelry?

Please see our page on jewelry care and cleaning.

 

RETURNS AND EXCHANGES

We do accept returns for ready to wear and made to order jewelry, within 30 days of delivery if the jewelry is unworn or very lightly worn. We do not offer refunds or exchanges for custom items.

Refunds are issued up to ten days after delivery. Please contact us if you intend to return an item, and I will direct you though our preferred method of shipping. 
We do not offer refunds or exchanges for custom items, period.

Size exchanges are possible for unworn or very lightly worn rings, and we have been contacted prior to the sending the ring back for exchange. Customers will be responsible for the cost of shipping both ways.

All other jewellery may be refunded, if the item is returned in its original condition and properly packaged for shipping. We must be made known of the intended return within ten days of the parcel being marked as delivered. Please contact us if you intend to return an item, and we will direct you though our preferred method of shipping. Refunds will not be issued to those who do not do this.

Items lost, stolen, or damaged in transit are not the responsibility of Van Raay, and must be made known to us within seven days of delivery (or non delivery within the specified time frame) so we can file for insurance compensation with Canada Post, if insurance was purchased. If full insurance was refused by the customer, we will replace the item at cost (50% of retail) plus shipping, to the customer.

Shipping, taxes, tariffs and duties are non-refundable. It is the Customers responsibility to be aware of any fees their country may impose on imported goods.

What if I need a ring sized?

We are happy to size rings for our customers for a $25-50 charge (dependant on metal type and direction of sizing) within 60 days of purchase. Customer is responsible for safe shipping back to us for sizing. Please contact us if you need a ring sized for instructions on how to proceed. If you are unsure of your ring size, email us to have a complimentary ring sizer sent to you.

REPAIRS

We take pride in the quality of our work, and will always repair work free of charge, where the damage was incurred through a fault in workmanship (broken solder seams, loose settings, broken ear posts or bails on pendants.) within the first six months.


Not included are oxidization (see our Care and Cleaning page) scratches/dents from daily wear and tear, accidents (such as getting your hand slammed in a car door) medical emergencies in which the jewellery has been cut off, broken (metal) chains, warped ear wires, ring sizings (see policies above), or any instance where we warn you that your jewellery or stone is particularly unsuitable for its intended purpose.

The guarantee is rendered null and void if my jewellery is brought to another jeweller for repair.

 

CUSTOM WORK

What if I want to alter an existing piece?

If you are interested in customizing an existing item in a different metal, different size, a different chain length, shape or type of stone, or different size, please contact us for a quote. 

What if I'd like to design a piece from scratch?

Our custom design policy is outlined here.

Success! Feel free to continue shopping or head to your cart .

c