Return & Refund Policy

DEANA-TORONTO · Last updated: April 27, 2026

Contents

1. Return Eligibility

We accept returns on eligible items within 14 days of delivery, provided that the item is:

• Unworn, unused, and in its original condition
• Returned with its original packaging, pouch, and accessories where applicable
• Free from signs of wear, damage, perfume, water exposure, or improper storage

To begin a return, please contact us first with your order number and reason for return. Returns sent without prior approval may not be accepted.

2. Non-Returnable Items

For hygiene, personalization, and made-to-order reasons, the following items are generally not eligible for return or refund unless they arrive damaged or defective:

• Personalized, engraved, or custom-made jewelry
• Initial, name, birthstone, photo, handwriting, or custom charm pieces
• Custom chain lengths or special modification requests
• Earrings, unless faulty upon arrival
• Final sale or clearance items
• Gift cards
• Items damaged due to misuse, improper care, or normal wear and tear

Because many of our pieces are made or adjusted specifically for each customer, please review all product details carefully before placing your order.

3. Return Shipping

Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, or we made an error with your order.

We strongly recommend using a tracked shipping service. We are not responsible for return packages that are lost, delayed, or damaged in transit.

4. Refunds

Once your return is received and inspected, we will notify you of the refund status.

If approved, the refund will be issued to your original payment method. Please allow 3–5 business days for the refund to appear, depending on your bank, card issuer, Etsy, Shopify, or payment provider.

Original shipping fees are non-refundable unless the return is due to our error or a confirmed defective item.

5. Exchanges

We may offer exchanges depending on item availability. Exchanges are commonly available for:

• Chain length changes
• Chain style changes
• Incorrect size selection
• Replacement of eligible defective items
• Store credit toward another item

If the requested replacement item has a higher price, the customer is responsible for the price difference. If the replacement item has a lower price, we may refund the difference or provide store credit.

Customers are responsible for shipping costs related to exchanges unless the exchange is due to our error.

6. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery with:

• Your order number
• A brief description of the issue
• Clear photos or videos showing the item and packaging

We may offer one of the following solutions depending on the situation:

• Replacement
• Repair
• Exchange
• Partial refund
• Full refund

We may ask for photos of the item to help us improve our quality control and packaging.

7. Warranty for Quality Issues

We stand behind the quality of our jewelry. If your item experiences an unexpected quality issue under normal use, please contact us within 60 days of delivery.

This warranty may cover issues such as:

• Broken clasp or connector
• Chain breakage under normal use
• Missing component
• Manufacturing defect

This warranty does not cover:

• Tarnishing caused by chemical exposure, perfume, lotion, sweat, water, or improper storage
• Damage caused by pulling, bending, crushing, dropping, or accidental breakage
• Normal wear and tear
• Lost items or lost charms
• Damage caused by third-party repair or modification

Depending on the case, we may offer a replacement, repair, partial refund, or store credit.

8. Tarnishing, Water Exposure, and Jewelry Care

Many DEANA-TORONTO pieces are made with durable materials such as stainless steel, 18K gold plating, PVD plating, freshwater pearls, enamel, and mother of pearl. Some pieces are more water-resistant than others, but not all jewelry is fully waterproof.

To keep your jewelry beautiful for longer, we recommend:

• Avoiding direct contact with perfume, lotion, sunscreen, chlorine, salt water, and cleaning products
• Removing jewelry before showering, swimming, exercising, or sleeping
• Storing jewelry separately in a dry pouch or box
• Gently wiping jewelry with a soft cloth after wear

Tarnishing or discoloration caused by chemical exposure, moisture, or improper care is not considered a manufacturing defect.

9. Lost or Delayed Packages

Once an order has been dispatched, delivery timelines are controlled by the shipping carrier. We are not responsible for delays caused by weather, customs, holidays, carrier backlogs, incorrect addresses, or local delivery issues.

If your package appears delayed or lost, please contact us. We will help check the tracking information and assist with the next steps where possible.

If tracking shows the package was delivered, but you did not receive it, please check with household members, neighbors, building management, concierge, mailbox areas, or your local carrier first. We may request proof of non-receipt before offering further support.

10. Incorrect Shipping Address

Please make sure your shipping address is correct before placing your order.

If an order is returned to us due to an incorrect, incomplete, or undeliverable address, the customer may be responsible for the cost of reshipping.

If the package is not returned to us, we may not be able to offer a refund or replacement.

11. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

We may be able to cancel the order if production or packaging has not started. However, once an order has been prepared, personalized, engraved, or dispatched, cancellation may no longer be possible.

Personalized and custom orders cannot usually be cancelled once production has started.

12. How to Start a Return or Refund Request

To request a return, exchange, or refund, please contact us with:

• Your order number
• The email or name used for the order
• The reason for your request
• Photos or videos, if the item is damaged, defective, or incorrect

We will review your request and provide the next steps.

13. Contact Us

We appreciate your support of our small jewelry studio and will always do our best to provide a fair and thoughtful solution.