Frequently Asked Questions
How do I place an order with Jewelry Design House?
Our shopping pages will guide you through the steps to place an order. The order process allows you to review and correct any errors before submitting it. Please review and check your order on each page of the process.
What happens after I place an order?
After placing an order, you'll receive an acknowledgment email from us confirming that we've received your order. However, please note that this doesn't mean your order has been accepted. We'll confirm acceptance by sending you an email with a Dispatch Confirmation once the Products have been dispatched. The contract between us is formed upon sending the Dispatch Confirmation.
What if a product is unavailable or there's an error in the price?
If a product is unavailable, the requested delivery date can't be met, or there's an error in the price or payment information, we'll inform you by email. We won't process your order in such cases and will refund the full amount if you've already paid.
Pricing & Payment
What currency will I be billed in?
You will be billed in Canadian Dollars. If you purchase from outside Canada, currency fluctuations and credit card charges may affect the final billed amount on your credit card.
Are import duties and taxes included in the price?
VAT is not payable for orders placed from outside Canada. Import duties and local taxes are your responsibility.
Shipping & Delivery
What are the delivery options and costs?
We offer pickup, free domestic trackable shipping on orders above C$350, trackable international shipping, and FedEx Insured International shipping. Delivery costs are displayed during checkout.
What happens if no one is available for delivery?
If no one is available at the delivery address, a note will be left with instructions for rearranging delivery.
Returns & Refunds
What is your return policy?
We accept products in their original condition for a full refund within 14 days of delivery, accompanied by the original sales invoice. Refunds are made in the same form of payment used, but any bank or financial institution fees on the refund are not our liability.
How do I initiate a return?
Contact our customer service team with your original order number to initiate a return. We'll provide details for a secure courier collection.
Can I return custom design jewelry?
Custom design jewelry is not subject to returns or exchanges due to its unique nature.
When will I receive my refund?
Refunds will be made within 14 days from the day we collect the goods, by the method you used for payment.
Jewelry Spa Service
What is the Jewelry Spa service?
At Jewelry Design House, our Jewelry Spa service is a comprehensive offering designed to maintain the beauty and quality of your jewelry pieces. It includes professional cleaning and a thorough inspection to ensure your cherished pieces remain as stunning as the day you acquired them. Learn more
What does the Jewelry Spa service include?
Our Jewelry Spa service entails expert cleaning to delicately remove oils, dirt, and residue, restoring the brilliance of your jewelry. Additionally, we perform meticulous inspections, checking for loose stones, damaged prongs, metal surface issues, and signs of wear and tear.
How often should I use the Jewelry Spa service?
We recommend treating your jewelry to our rejuvenating Jewelry Spa at least once a year. Regular check-ups contribute to the longevity and quality of your treasured pieces. Our Jewelry Spa service is designed to identify and address minor issues before they become major concerns, saving you both time and money in the long run.
Are accidental damages covered by the Jewelry Spa service?
While our Jewelry Spa service covers routine maintenance, repairs necessitated by accidental damage or mishandling are subject to a fee. We understand that accidents happen, and we're here to assist you in restoring your jewelry pieces to their former glory.
Are there any additional services available?
Certain jewelry pieces benefit from occasional polishing or rhodium plating to maintain their lustrous appearance. While these services are not covered by our complimentary Jewelry Spa, they're available for a fee. Our team will work closely with you to ensure your pieces regain their original allure.
How do I schedule the Jewelry Spa service?
Scheduling the Jewelry Spa service is easy. Simply contact our customer service team or visit our atelier to arrange an appointment. We will guide you through the process and ensure your jewelry receives the care it deserves.
How long does the Jewelry Spa service typically take?
The duration of the Jewelry Spa service can vary based on the number of pieces and their individual needs. Our team will provide you with an estimated timeframe when you schedule your appointment.
Digital Gift Card
How can the Jivan Collection Digital Gift Card be used?
Our digital gift cards can be used for both online and offline purchases at Jewelry Design House. To utilize it, simply apply the card's code at checkout, and the purchase amount will be subtracted from the card's balance until it's fully redeemed.
What happens if there's a balance remaining after using the gift card?
If there's a remaining balance after using your Digital Gift Card, it will be retained for future purchases. The card's value can be utilized until fully exhausted.
What if I need to return an item purchased with the gift card?
In the event of a return for an item purchased using the Jivan Collection Digital Gift Card, the refunded amount will be credited back to your Jewelry Design House account as digital credit. This credit can then be used for future purchases.
Can the Jivan Collection Digital Gift Card be used to purchase another gift card?
No, the Jivan Collection Digital Gift Card cannot be used to purchase another digital gift card. It's intended for the direct purchase of jewelry items from our collection.
Are the digital gift cards refundable?
Jivan Collection Digital Gift Cards are non-refundable. Once purchased, their value cannot be redeemed for cash, nor can they be applied to any credit card balance.
Is there an expiration date for the Digital Gift Card?
No, our digital gift cards do not have an expiration date. You're welcome to use the card's balance at your convenience.
How can I acquire a Jivan Collection Digital Gift Card?
To obtain a Jivan Collection Digital Gift Card, simply click here. You can choose the desired value, and the gift card will be sent digitally to your designated recipient.
Can I purchase a physical gift card instead of a digital one?
At the moment, we offer digital gift cards exclusively, providing a convenient and eco-friendly option for gifting.
How do I check the balance of my Jivan Collection Digital Gift Card?
To check the balance of your Digital Gift Card, simply get in touch with us, providing the unique code associated with your gift card, and we will be happy to help you.
What does the Lifetime Warranty cover?
Our Lifetime Warranty covers three key aspects:
- Manufacturing Defects If your jewelry has a manufacturing defect, we'll repair or replace it free of charge.
- Materials: We use only the finest materials in our jewelry. If there's an issue related to the quality of materials used, we'll promptly address it.
- Craftsmanship: We stand by the excellence of our work. If you encounter any issues with the craftsmanship of your piece, we'll ensure it's resolved to your satisfaction.
What is not covered by the Lifetime Warranty?
Our Lifetime Warranty does not extend to the following:
- Normal Wear and Tear: Over time, even well-maintained jewelry can display signs of wear. Our warranty doesn't cover regular wear and tear.
- Loss or Theft: We recommend safeguarding your valuable pieces. Our warranty does not cover loss, theft, or mysterious disappearance.
- Unauthorized Modifications: If anyone other than Jivan has altered or repaired your jewelry, the warranty becomes void.
How can I initiate a warranty claim?
Initiating a warranty claim is straightforward. Simply get in touch with our dedicated customer service team. They will guide you through the process and ensure that your claim is handled with the utmost care.
Is there a timeframe for initiating a warranty claim?
There's no specific timeframe for initiating a warranty claim. However, we recommend addressing any issues as soon as you notice them to ensure prompt resolution.
Can I have my jewelry repaired by a local jeweller and still retain the warranty?
To maintain the validity of the Lifetime Warranty, any repairs or alterations must be performed exclusively by Jivan. Unauthorized modifications carried out by others void the warranty.
Diamond Upgrade Program
What is the Jewelry Design House Diamond Upgrade Program?
The Jewelry Design House Diamond Upgrade Program is designed to accommodate the evolution of your cherished moments and journey. It allows you to upgrade your Jewelry Design House diamond engagement ring or solitaire diamond jewelry, ensuring that your enduring elegance and pursuit of perfection are celebrated.
How does the Diamond Upgrade program work?
If you're considering upgrading your Jewelry Design House diamond engagement ring or solitaire diamond jewelry, our Diamond Upgrade program offers you the opportunity to receive a credit equivalent to the initial retail purchase price of your jewelry. This credit can then be applied towards the acquisition of another Jewelry Design House diamond engagement ring or solitaire diamond jewelry piece.
What's the requirement for upgrading my jewelry?
To be eligible for the Diamond Upgrade program, the chosen new jewelry piece should have a retail value that exceeds the original piece's value by at least 100%. This ensures you're able to upgrade to a piece that reflects your evolving style and preferences.
Is there a return option after upgrading?
Yes, our policy allows for flexibility. Should you reconsider the trade-up within 14 days from the acceptance of the transaction, you have the option to return your original purchase. This ensures that you can make your decision with confidence and peace of mind.
How can I initiate the Diamond Upgrade process?
To initiate the Diamond Upgrade process, contact our dedicated customer service team. They will guide you through the steps and ensure that your upgrade experience is seamless and enjoyable.
Can I upgrade to a different type of jewelry, not just rings or solitaires?
Currently, the Diamond Upgrade program applies specifically to upgrading Jewelry Design House diamond engagement rings or solitaire diamond jewelry pieces.
Is the Diamond Upgrade program transferable to someone else?
The Diamond Upgrade program is intended for the original purchaser of the jewelry. It is not transferable to someone else.
If you have additional questions or need further assistance, please contact our customer service team. We're here to ensure your Jewelry Design House experience is seamless and satisfying.