All jewelry is shipped with Canada Post, unless otherwise requested by the customer ahead of time. Domestic shipments automatically have tracking, delivery confirmation, and insurance included. They take between 1-2 business days to ship.
We understand Canadian shipping is expensive, so we have given American and International customers the option to choose between tracked shipping only, or a fully insured parcel with tracking and delivery confirmation. We are not responsible for lost, stolen, or damaged parcels. In the event that the piece becomes lost, stolen, or damaged, and the parcel was not insured, we will remake the item at cost (50% of retail), plus shipping, to the customer.
USA bound parcels take 4-5 business days to ship, and International 7-11, barring any customs delays, which are beyond our control.
We do accept returns for ready to wear and made to order jewelry, within 30 days of delivery if the jewelry is unworn or very lightly worn. We do not offer refunds or exchanges for custom items.
Refunds are issued up to ten days after delivery. Please contact us if you intend to return an item, and I will direct you though our preferred method of shipping.
We do not offer refunds or exchanges for custom items, period.
All other jewellery may be refunded, if the item is returned in its original condition and properly packaged for shipping. We must be made known of the intended return within ten days of the parcel being marked as delivered. Please contact us if you intend to return an item, and we will direct you though our preferred method of shipping. Refunds will not be issued to those who do not do this.
Items lost, stolen, or damaged in transit are not the responsibility of Van Raay, and must be made known to us within seven days of delivery (or non delivery within the specified time frame) so we can file for insurance compensation with Canada Post, if insurance was purchased. If full insurance was refused by the customer, we will replace the item at cost (50% of retail) plus shipping, to the customer.
Shipping, taxes, tariffs and duties are non-refundable. It is the Customers responsibility to be aware of any fees their country may impose on imported goods.
We take pride in the quality of our work, and will always repair work free of charge, where the damage was incurred through a fault in workmanship (broken solder seams, loose settings, broken ear posts or bails on pendants.) within the first year.
Not included are oxidization (see our Care and Cleaning page) scratches/dents from daily wear and tear, accidents (such as getting your hand slammed in a car door) medical emergencies in which the jewellery has been cut off, broken chains, warped ear wires, ring sizings if the size was incorrectly provided or has changed over time, or any instance where we warn you that your jewellery or stone is particularly unsuitable for its intended purpose.
This guarantee is rendered null and void if our jewellery is brought to another jeweller for repair.