Shipping and Return Policy

This Shipping and Return Policy applies to all purchases made on https://jewelrydesignhouse.com/ (the Site) and is incorporated by reference in these Terms.

Our Contract with You

Our shopping pages will guide you through the steps you need to take to place an order with us. Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order on each page of the order process.

After you place an order, you will receive an email from us acknowledging that we have received your order. However, please note that this does not mean your order has been accepted. We will confirm our acceptance to you by sending you an email confirming that the Products have been dispatched (“Dispatch Confirmation”). The Contract between us will only be formed when we send you the Dispatch Confirmation.

If we are unable to supply you with a Product, for example, because that Product is not in stock, no longer available or because we cannot meet your requested delivery date or because of an error in the price on our site or because we cannot verify delivery or payment information you have supplied, we will inform you of this by email, and we will not process your order. If you have already paid for the Products, we will refund you the full amount, including any delivery costs charged, as soon as possible.

We may restrict delivery to the address to which your credit or debit card is registered if we are unable to verify the delivery or payment information you have supplied.

Price and Payment

The price of the Product (which excludes VAT) will be the price indicated on the order pages when you place your order.

You will be billed in Canadian Dollars, and if you purchase from outside Canada, factors such as currency fluctuations and credit card charges may make a difference to the final amount billed on your credit card.

VAT is not payable for orders placed from outside Canada. All import duties and local taxes are your responsibility.

It is always possible that, despite our best efforts, some of the Products we sell may be incorrectly priced. We will normally check prices before accepting your order so that if the Product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the Product’s correct price at your order date is higher than the price stated in our price list, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognized by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any Products provided to you.

We accept payment with the payment methods detailed on our website. You must pay for the Products while placing an order with us.

If the sum due from you cannot be debited for whatever reason (including, without limitation, stopped payment or refusal by the issuer of the card), the sale will be cancelled immediately, and you will be notified in writing.​​

Providing the Products

The costs of delivery will be displayed to you on our website. During the order process, we will let you know when we will provide the Products to you.

We will not be responsible if our supply of the Products is prevented or delayed by an event outside our control, but we will contact you as soon as possible to let you know, and we will take steps to minimize the effect of the delay. We will inform you of any such event within 7 days and arrange a new delivery date once the relevant event is over.

If no one is available at your address to take delivery, we will leave you a note informing you how to rearrange delivery.

The Product will be your responsibility from the time we deliver the Product to the delivery address you gave us. You own the goods once we deliver the Product to the delivery address you gave us.

We will repair or replace, free of charge (including costs of re-delivery) any Products which are damaged or lost in transit, where delivery is made by our carrier, but only if:

• you tell us about the damage or loss within 24 hours of the delivery date in the case of damage and within 24 hours of the delivery date we gave you when you placed your order in the case of loss;
• you produce to us all documents relating to the lost or damaged Products and the original packaging for damaged Products.

Shipping Information

At Jewelry Design House by Jivan, we offer:

• Pickup and free domestic trackable shipping on all orders above C$350. The fees on orders under C$350 will be mentioned during the checkout.
• Trackable international and FedEx Insured International shipping, with fees mentioned during the checkout.

Please allow 7 to 10 business days for production since all the pieces are made to order. Shipping times do not include production time. Please allow extra time for delivery around the holidays.

Orders are processed, shipped and delivered Monday through Friday only. All orders placed on Saturday, Sunday or a national holiday will be processed the following business day.​

Jewelry Design House by Jivan will make the best endeavours to deliver on time but cannot guarantee any time-sensitive requests.

Once the order has been confirmed and processed, we will email you the courier name, tracking number and expected delivery date.

All our products delivered by Express and FedEx shipping are fully insured, where proof of identity (original photographic proof of identity such as a passport or driving licence) and signature are required for the named person identified with the shipping address.​​​

Your Rights to End the Contract

You may have a legal right to end the contract (or to get the Product repaired or replaced or to get some or all of your money back) if: 

• The product you have bought is faulty or misdescribed;
• We have told you about an error in the price or description of the Product you have ordered, and you do not wish to proceed;
• Supply of the Products is significantly delayed because of events outside our control;
• For most Products bought online, you have a legal right to change your mind within 14 days and receive a refund. However, there is no legal right to change your mind in respect of Products that are made to your specifications or are personalized.

The 14-day period starts the day after the day you, or someone you nominate, receives the goods unless your goods are split into several deliveries over different days. In this case, you have until 14 days after the day you, or someone you nominate, receive the last delivery to change your mind about the goods.

Ending the Contract

To end the contract with us, please contact us as outlined in the section entitled “Contact Us” below, providing your name, order number and shipping and delivery addresses.

If you end the contract for any reason after Products have been dispatched to you or you have received them, you must allow us to collect them from you. If you are exercising your right to change your mind you must email us to arrange collection within 14 days of telling us you wish to end the contract.

We may end the contract for a Product at any time by writing to you if you do not, within a reasonable time, allow us to deliver the Product to you.

Information about how to return items and how items must be packed for return is included in the section entitled "Return Information" below.

We inspect all returned items to check whether they are in the same condition as they were in when they were supplied.

We will refund you the price you paid for the Products, including delivery costs, by the method you used for payment. However, we may make deductions from the price as follows: 

• To reflect any reduction in the value of the goods if they are not in the same condition as they were in when they were supplied; or
• To reflect any loss or damage caused as a result of your failure to follow our Returns Guidelines.

We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind, your refund will be made within 14 days from the day we collect the goods.

Return Information

We hope you are delighted with your Jewelry Design House by Jivan jewelry. If, for any reason, you decide not to keep your purchase, we will accept products in their original condition for a full refund when accompanied by the original sales invoice. Refunds may only be issued in the same form as was utilized for payment. However, we will not be liable for any fee charged by your bank or financial institution on this refund. Items must be returned within 14 days from the date of delivery.

Returns should be made with all original packaging and enclosures. Take care to return any certificates accompanying the item.

Before returning the item(s), you will need to contact our customer service team as outlined in the section entitled “Contact Us” below, quoting your original order number. For your confirmed shipment, Jewelry Design House by Jivan will send you details of when to expect delivery, the name of the courier company and the tracking number for the package.

To ensure a safe and secure return of the item, we will arrange a secure courier collection of the item, which will be fully insured, if the returned items are packaged and prepared in the following way;

• Replace your jewellery items within the Jewelry Design House by Jivan presentation box.
• Then place the presentation box and jewellery back within the original shipping box.
• Complete the Return Card provided with your ‘Reason for Return’ and ‘Returns Reference’ provided to you by our customer service team.
• Place items material provided with the original order, including a certificate of authenticity, but excluding the invoice.
• The shipping box should then be sealed.
• Place the shipping box in the shipping pouch provided in the ‘Return Pack’.
• Attach a copy of the courier airway bill to the front of the shipping pouch. Keep the other copy of the airway bill.
• Seal the shipping pouch by peeling off the seal number. Keep the seal number as a reference.
• Jewelry Design House by Jivan customer service team will confirm with you the collection date, time and courier details.
• Before the courier arrives, ensure the package is sealed securely.

If the above return guidelines are not properly followed, Jewelry Design House by Jivan will not assume responsibility for reimbursement or compensation if return packages are lost, stolen, or mishandled.

We cannot accept returns that have been worn, used, altered or damaged. We reserve the right to refuse the return of any item that does not meet the above return requirements according to our sole discretion.

Custom design jewelry is not subject to returns or exchanges due to its unique nature.

Sales taxes and import duties for countries other than Canada will not be refunded.

Changes to Shipping and Return Policy​

We may occasionally update this Shipping and Return Policy to reflect changes in our practices and services, and we reserve the right to do so at any time. When a revision is made, we will revise the "Effective Date" on this page, and any changes will be effective immediately upon posting the revised policy. Jewelry Design House by Jivan encourages you to review this Shipping and Return Policy whenever you make a purchase on the Site. Your continued use of our Service indicates your consent to the Shipping and Return Policy then posted. If any changes are material, we may provide you additional notice to your email address.

Contact Us

If you have questions about this Shipping and Return Policy, please contact us as follows:

• Email: info@jivancollection.com
• Mail: Jewelry Design House by Jivan, 1255 Philips Square Suite #303, Montreal, Quebec, H3B 3 G1.

Effective Date: September 1, 2023