Question 1

My item is damaged, incorrectly designed or not what I expected. How do I return it?

Accepted Answer

If you are not 100% satisfied with your product, new, unworn items can be returned within 100 days of delivery. Non-personalized pieces are eligible for a full refund within 30 days of delivery.   
 
Personalized jewelry pieces are made especially for you; therefore, can either be returned for exchange or store credit.

You must return your original item before we are able to send your new item to production. If you want to exchange an item, please first reach out to customer service.  
 
Under our "Return Policy" page, select ‘Inquire about received order’ and proceed to the relevant category from the dropdown menu (My item is damaged/There is a mistake in my order/Something is missing, etc.). 
Describe the matter in detail.
One of our Customer Care Representatives will be in touch with you within 1 - 2 business days. They may require photographic or video image of the item in order to proceed with the return policy.   
You can return your item for a full refund within 30 days of delivery.

Question 2

How to proceed with claim of goods?

Accepted Answer

Claims are processed within 30 days. The goods are covered by a warranty period of 24 months in accordance with applicable laws.

Instructions when making a claim: 
Send the goods together with copy of the invoice and accompanying letter via registered post /not COD/ to address: 550 Sherbrooke St W 8th floor, Montreal, Quebec H3A 1B9
Please state your name and surname in the accompanying letter, invoice number (you can find this number in your account. If you can’t find it, state the date when you placed the order and the total amount of the order). Please also state the reason for claiming goods.

In case of dissatisfaction, you can return the jewellery within 14 days and exchange gold jewellery within 60 days.

If you have further questions, please write us on info@empressjewelry.ca

Question 3

Can I claim only a part of my order?

Accepted Answer

Yes, you can return a part of your order as well. If you wish to claim it, we will send you back the money.

Question 4

What do I do to cancel my order?

Accepted Answer

Once your order has been submitted we are immediately beginning the process of production of your personalized items. 
Since each item is uniquely made for our customers and we start production straight away, please let us know up to 2 hours after placing your order if you want to cancel it. Please be advised that after 2 hours, we can offer exchange or store credit. To cancel your order, please fill the formulary at the bottom of this page.
Cancellation is only possible before item has shipped. 
Cancellations will be processed on the day we receive your cancellation request.

FAQ - Frequently Asked Questions

My item is damaged, incorrectly designed or not what I expected. How do I return it?

How to proceed with claim of goods?

Can I claim only a part of my order?

What do I do to cancel my order?