Frequently Asked Questions

Select your preferred jewelry and available options, add it to your shopping bag, and follow the checkout steps. Review the materials, size, production timeframe, delivery address, and total before completing your purchase.

For bespoke work, explore our custom-design service or book an appointment to discuss your ideas.

Our jewelry is made to order. Production typically takes 7–10 business days or 2–3 weeks, depending on the product. Check the timeframe on the product page before ordering. Bespoke timelines are agreed separately.

Shipping time is additional to production time. Express shipping does not speed up fabrication. If you need a piece for a particular occasion, please contact us before purchasing.

Contact us promptly at info@jivancollection.com with your name and order number. Because our jewelry is made to order, changes or cancellations may not be possible once production has begun. Bespoke work may also have specific written terms.

This does not affect statutory cancellation rights. Please see our Return and Refund Policy.

The available currency and payment methods are displayed at checkout. Please review the currency and total before paying. Your bank or payment provider may apply its own conversion rates or transaction fees.

Applicable taxes collected by us are shown at checkout. Orders shipped outside Canada may also incur customs duties, import taxes, brokerage fees, or other charges payable separately by the recipient.

These import charges are not included in our shipping rates. See our Shipping Policy for details.

We ship to Canada, the United States, Mexico, Australia, New Zealand, and the other countries and territories listed in our Shipping Policy. Available options and charges are displayed at checkout.

Standard insured shipping within Canada is C$50 and is complimentary on orders of C$1,000 or more. Express and international rates vary by destination. All shipping rates in our policy are in Canadian dollars, and transit estimates begin after production and dispatch.

We email tracking details when your order ships. Shipments are insured for their full value, and a signature and identification are required on delivery. If you miss delivery, follow the carrier’s tracking instructions to arrange the next step.

Complimentary pickup is available at our Montreal atelier. Select pickup at checkout when available and wait for our ready-for-pickup email before visiting. Bring your order confirmation and identification.

You may request an eligible return or exchange within 14 calendar days of delivery or pickup. Contact us within that period; the jewelry does not need to arrive back within those initial 14 days.

Pieces must meet the condition and documentation requirements in our Return and Refund Policy. Bespoke and personalized work is excluded from voluntary returns and exchanges. Your statutory rights remain unaffected.

Email info@jivancollection.com with your order number to request a return. Wait for our instructions before sending your jewelry, and include the packaging, certificates, and other enclosures required by our return policy.

For change-of-mind returns, we provide a prepaid label and deduct its cost from your refund. Original shipping charges are not refundable, and there is no restocking fee. Different arrangements apply where required by law, including qualifying statutory cancellations or faulty products.

Bespoke and personalized pieces are not eligible for change-of-mind returns or exchanges under our voluntary policy. This does not affect legal warranties, statutory cancellation rights, or remedies for defective or misdescribed goods. Contact us if there is a problem with your piece.

For an eligible change-of-mind return, we inspect the returned jewelry and process the refund to the original payment method in accordance with our Return and Refund Policy. Your payment provider may require additional time to display the credit.

Statutory cancellations follow the deadlines required by applicable law. For qualifying Quebec distance-contract cancellations, the refund is due within 15 days after the cancellation notice is sent.

Our Jewelry Spa includes professional cleaning and inspection at our Montreal atelier. We use cleaning methods suited to the materials and inspect settings, prongs, clasps, and metal surfaces for loose components or signs of wear.

Repairs, polishing, and rhodium plating are separate services and may incur a fee. Learn more about our Jewelry Spa.

Your first ring resize is complimentary. Additional resizing incurs a fee based on the materials and adjustment required. Contact us before sending your ring so we can confirm what is possible and discuss the shipping arrangements.

We recommend professional cleaning and inspection at least once a year. Our additional Lifetime Warranty has a six-month cleaning and inspection condition, explained on the Lifetime Warranty page. This condition does not limit your legal warranties.

If a stone feels loose or you notice damage, stop wearing the piece and contact us rather than waiting for the next inspection.

Yes. Repairs for accidental damage or mishandling, polishing, and rhodium plating are available for a fee when suitable for your piece. Contact us to discuss the work and cost before proceeding. These services are separate from complimentary cleaning and inspection and do not replace any remedy owed under a warranty or applicable law.

Book an appointment or contact us to arrange cleaning, inspection, or other aftercare. We will discuss your piece’s needs and provide an estimated completion time. Please contact us before shipping jewelry to the atelier.

Digital gift cards can be used for purchases online and at our Montreal atelier. Enter the gift-card code at online checkout, or present it when purchasing at the atelier. Keep the code secure, as it can be used to spend the card’s balance.

Gift cards cannot be used to purchase another gift card.

Our digital gift cards do not expire. Any unused balance remains available for future purchases.

The same return eligibility conditions apply to jewelry purchased with a gift card. Contact us with your order number to arrange an eligible return. The refund is handled according to the original payment method and our Return and Refund Policy; please ask us to confirm the arrangements if you used both a gift card and another payment method.

Digital gift-card purchases are not refundable for a change of mind and are not normally redeemable for cash. This does not limit refunds or other rights required by law, including the right to request repayment of a remaining balance of C$5 or less where Quebec law applies.

Visit our digital gift-card page, choose an available value, and follow the checkout instructions.

Use the link in your gift-card email to view your card and available balance. If you cannot find the email or need assistance, contact us with your purchase details. Please do not email your full gift-card code.

Our additional Lifetime Warranty covers manufacturing defects and issues relating to materials or craftsmanship. Covered manufacturing defects are repaired or the piece is replaced at no cost.

Please review the coverage and six-month cleaning and inspection condition on our Lifetime Warranty page. This additional warranty supplements your legal warranties and consumer rights.

The additional warranty excludes normal wear and tear, loss, theft, unexplained disappearance, and unauthorized third-party alterations or repairs, as described on our Lifetime Warranty page.

These conditions apply to our additional warranty and do not remove rights or remedies that cannot be excluded under applicable law. Contact us to discuss an issue before arranging work elsewhere.

Contact us with your purchase details, a description of the issue, and photographs if helpful. Please raise concerns promptly and wait for our instructions before shipping your jewelry.

We will assess the issue and explain the next steps under the applicable warranty or legal protections.

Yes. Contact us first so we can assess the issue and discuss repair options. Unauthorized repairs or alterations by another jeweler can affect our additional Lifetime Warranty.

You can receive credit equal to the original retail purchase price of an eligible Jewelry Design House by Jivan diamond engagement ring or solitaire diamond jewelry piece toward another qualifying piece. The new piece must have a retail value of at least twice the original purchase price.

See our Diamond Upgrade Program for details.

The program applies to eligible Jewelry Design House diamond engagement rings and solitaire diamond jewelry featuring natural diamonds. Eligibility depends on the diamond’s condition, and a valid GIA certificate must accompany the transaction.

Contact us to assess your piece and confirm the available upgrade options before proceeding.

If you reconsider within 14 days of acceptance of the upgrade transaction, you may return the upgraded piece and receive your original piece back, as explained in our Diamond Upgrade Program. Contact us promptly to arrange the reversal. This does not limit your rights under applicable law.

Contact us with your purchase details and information about your diamond and its GIA certificate. We will discuss eligibility, assessment, available pieces, and the transaction arrangements before you proceed.