Shipping and returns
Shipping + Returns
LOCAL PICK UP
YOU pick up your order at a small shop located in Rosedale B.C. called Whitetail Collections. Their store hours are Wednesdays from 4-9pm and Saturdays from 10-4. Address is 51696 Yale Road, Rosedale B.C.
YOU WILL BE EMAILED WHEN YOUR ORDER IS READY FOR PICK UP.
SHIPPING & RETURNS/ORDER PROCESSING
Orders typically take 5-7 days to complete.
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 4 business days and in USA up to 10 business days. Europe up to 14 business days and Australia up to 14 business days
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 up to 5 business days 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
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.