Shipping and Repairs
Shipping + Returns
LOCAL PICK UP
YOU pick up your order at our drive through pick up box in Rosedale (east Chilliwack). You will receive pick up instructions via email when your order is ready!
YOU WILL BE EMAILED WHEN YOUR ORDER IS READY FOR PICK UP.
Because a majority of Raquel Rosalie pieces are hand-made -- specifically for you -- we do not offer returns or exchanges on custom pieces. As well as earrings for hygienic reasons. We are happy to offer returns and exchanges* for non-custom, unworn pieces within 14 days of delivery. ALL RINGS ARE CUSTOM ORDERS. Please be sure your ring size is correct before purchase. Rings are non exchangeable AND non refundable if size is incorrect. Unfortunately we can not resize our rings as it damages the quality of the metals.
We are not able to provide return labels for International orders, but we are happy to accept a return on unworn, non-custom pieces within 14 days. If you'd like to start a return, please follow these steps:
1. Pack your piece in a small plastic bag (clasp shut if it has one) in a small mailer. Keep the original packaging materials.
2. Include a note in the package that lists:
Your order number
Your contact information (name, email, and phone number)
The reason for your return
3. Mail it to our studio:
50989 Chilliwack Central Road,
Rosedale B.C. V0X 1X2
Please allow 1-3 weeks to process the return. Once your package has been received in our studio, we will reach out to you via e-mail.
*Exchanges must be for the same product, in a different metal type or size. All other exchange requests will be processed as store credit.
REWORKS & REPAIRS
Did your necklace or bracelet catch on something and break? No problem! We offer repairs and guarantees on all of our pieces. It is up to the judgment of Raquel Rosalie on how we proceed. We may charge a small repair fee or if the damage is to extensive there may be replacement costs. If you have inquirys about repairs please email us at email@example.com and we are more than happy to help you with the next step!
If you need to send your piece back for repair. Please use the original box you received your piece in as we have made them a specific size so we can ship them through Canadapost lettermail. The $1.94 stamp is all you need to. Raquel Rosalie will only cover the shipping cost of the $1.94 stamp. If you choose to ship it differently, Raquel Rosalie is not responsible for covering the shipping charges you choose.
If your piece has signs of wear, it is up to the discretion of Raquel Rosalie whether we can accept the return. If we made a mistake on your order, we are happy to fix or remake your order. Please reach out to us at firstname.lastname@example.org if you think we made a mistake on your order.
LUX PERMENENT BRACELET WARRENTY
All of the permanent Lux Bracelets come with a 6 month Warranty. Within the first month of receiving your Lux Permanent Bracelet, Any repairs or replacements required due to manufacturers defects are free of charge. Any damages that occur outside of the 1 month warranty we can offer you a replacement chain at a 50% discount up to the 6 months. This service will be available at our next schedule pop up, market, or event. Please email us at email@example.com as soon as damage has occurred.
Each Lux Bracelet is custom fit for the client, therefore we are unable to accept returns or exchanges.
SHIPPING & RETURNS/ORDER PROCESSING
Orders typically take 2-7 days to complete before shipment.
Standard shipping within Canada is with Canada Post.
We ship to various countries. Please note that transit/shipping times can vary greatly. Packages are typically shipping within to 7-14 days, but can be held up at Customs, sometimes up to 4-6 weeks. Please be aware of this risk. Unfortunately, Raquel Rosalie has no control over transit times as the customs process varies from Country to Country.
Note: All import taxes, duties and related customs fees that may be charged once the package arrives at the destination country are the responsibility of the Purchaser/Customer and will not be covered by Raquel Rosalie. Please check with local customs prior to ordering.
You can choose a shipping option with tracking.
Damage During Shipping
If your item has arrived damaged and you have chosen a shipping option that DOES NOT include protection, Raquel Rosalie is not responsible for the damage. The only way we can guarantee it arriving to you safely is if you choose a shipping option with protection. So we leave it up to your discretion weather you are willing to risk it being damaged during transit.
Estimated Shipping Times
In addition to the Order Processing time, typical Shipping Times are as follows:
Shipping ZoneEstimated Shipping Time
Canada up to 5-15 business days depending on where the destination and can be longer depending on what shipping method is selected. In USA up to 10+ business days. Europe up to 14+ business days and Australia up to 14+ business days. Keep in mind we have no control of the parcel once it has left our studio. These shipping estimates came from Canada post themselves. Standard shipping does NOT include tracking, so once it leaves our studio we cannot track it for you. Xpresspost is supposed to arrive within 2 business days and come with tracking so we are able to find it once it has shipped.