Shop Policies & FAQ
Shop Updates
I restock my online shop on a (roughly) monthly basis, and will occasionally release pieces as I finish them.
All restock information will be updated on the banner at the top of the website, and full details (including previews) are posted on my Instagram page @thevalleyjay.
During restocks, all items are set to go live at the same time. I will not place holds on pieces, it is first come first serve. Adding an item to your cart does not reserve the item, you must check out to ensure you get the pieces you want! If you order multiple pieces, I will combine shipping and refund you any overage.
Shipping
Shipping rates are determined by Shopify to include both tracking and insurance at a minimum. In most cases this means you will also receive priority shipping within Canada, however international shipping times may vary. You will have the option to purchase express shipping at checkout.
I am not responsible for shipping delays caused by the shipping carrier. If you are ordering at a busy time of year (ie. holidays) please ensure you order early, or choose a shipping option with faster delivery time.
Customs
Please note that I am based in Canada. Buyers are responsible for any customs and import taxes that may apply in their country. I'm not responsible for delays due to customs.
Cancellations
If you change your mind about your order, please let me know within 12 hours of purchase.
I try to ship your orders out right away to get them into your hands sooner, but if they are already in the mail I am unable to cancel the order.
Returns & Exchanges
If you are unhappy with your order, I’m willing to work with you on a solution – please contact me!
If you choose to return your order, here are my guidelines:
- Request the return within 14 days of delivery
- Send item(s) back to me within 30 days of delivery
- You are responsible for return postage costs, which must include tracking.
- Ensure the item(s) are packaged carefully to prevent damage in transit
- Item(s) must be returning in original condition, any loss in value is the buyer’s responsibility.
Custom or personalized orders cannot be returned unless they arrive damaged or defective.
At this time, I am not accepting exchanges.
Custom Orders
I will open up custom order slots occasionally when I have the time. I will advertise on my Instagram profile (@thevalleyjay), and post on the website when custom orders are available.
Please note that all custom orders require a $100 CAD deposit, which will be subtracted from the final cost of the item once completed.
Ring Sizing
To find out your ring size, I highly suggest visiting a local jewelry shop – this is a free service you can request. If you live in the Comox Valley, send me a message! info@thevalleyjay.com
There are some methods available online to measure ring size but please use with caution. Once a ring is finished, it can be difficult to resize the band without rebuilding the ring entirely – only purchase if you’re absolutely sure!
Repairs
I stand by my work, and make it with the intention of it lasting through daily wear for a long, long time! However, things happen! If you ever have an issue with one of my pieces – please contact me and we can go from there.
If the piece is defective in some way, I will fix it free of charge. However, if the piece was damaged by the customer, a repair charge may be required (may vary depending on time required and materials).
I do not repair jewelry from other makers, if you have an issue with a piece it is best to contact the original maker or a local professional jeweller.