Frequently Asked Questions

During Gift with Purchase promotions, please note offer is valid for a limited time while quantities last. Limit one per order. Cannot be combined with any other offers. Gift card purchases are not eligible towards the gift with purchase offer. If items on order containing the gift with purchase are returned, the gift with purchase must also be returned for you to receive your refund/store credit.

Please note that items marked ‘Final Sale’ cannot be returned or exchanged. Other items purchased with a discount code or during a holiday sale may be exchanged or returned for store credit. No refunds or price adjustments. Custom pieces such as engraved items, Made To Order items, and gift cards are a FINAL SALE.

Some items are excluded from discounts and promotions, including pre-orders, bundles (already offered at special pricing), gift cards, gift wrap, shipping protection and The Diamond Event pieces. 

Please note: All gift cards are issued and stored in Canadian Dollars (CAD). The value of the gift card is locked in based on the exchange rate at the time of purchase, and the CAD value will be reflected in your gift card confirmation email.

We currently offer buy online, pick up in store at our Vancouver Boutique only.

In store pick up is available Monday-Sunday from 12pm-6pm. Orders are typically ready within 24 hours from when the order was placed. Once your order is ready for pick up, you will receive a ready for pick up notification email. Please wait to receive the Order is Ready for Pick Up notification before heading into the boutique.

Please note if you select pick up in store after 3pm on Friday or over the weekend, your order will be ready on Monday.

During sale periods, order ready times may vary by 1-2 business days, but we try our best to get your order ready as quickly as possible!

A shipping confirmation email is sent to you once your order has been packed by our warehouse. In that email you will find your tracking number. Once your order has been picked up by the carrier and scanned, the tracking number will be updated allowing you to see all activity on your package by simply clicking the tracking number in the email. It may take up to 48 hours for your tracking number to be activated.

If you have issues tracking your order, or have issues with an order, please reach out to hello@melanieauld.com and we would be happy to help! 

All Canadian orders above $800 require a signature upon delivery - no exceptions. Please be sure to choose a delivery address where a recipient is able to sign for your parcel.

All US orders orders above $1000 require a signature upon delivery – no exceptions. Please be sure to choose a delivery address where a recipient is able to sign for your parcel.

Payment is charged immediately at checkout, not when the item ships. All preorders will have an estimated ship date listed on the product page in the description. Please note that this ship date is not guaranteed.

If you order a preorder item with an in-stock item, both items will ship together when the preorder item becomes available. If you would like your items to ship separately, please email hello@melanieauld.com for further information or please place two separate orders.

If you received a delivery notification but it appears your package has not been delivered, don't worry! Often carriers will pre-emptively scan a package as delivered, but it is still en-route. Please wait up to 72 hours and then follow these steps if you have still not received your order. 

Check with neighbours (or those with neighbouring mailboxes), your concierge, or community mailbox. This is most often where your package will be. 

If you are still unable to locate your package, please email hello@melanieauld.com and our team will file a claim with the shipping carrier. Please note that a resolution can take up to 14 business days. 

If you purchased shipping protection insurance at checkout, please file any lost, damaged, or stolen parcel claims HERE, or via the link sent in your order email confirmation. Upon approval of your claim, you will receive a replacement or refund for the purchase price of lost, damaged, or stolen items, excluding any taxes or shipping fees. 

We are not responsible for lost parcels if an incorrect shipping address was entered. 

Please note that delivery dates are not guaranteed in the event of service interruptions or failures caused by events beyond the control of melanieauld.com. Such as, but not limited to, interruptions of our transportation systems or the services provided by our carriers, your bank or credit card. If you run into any delivery issues, please reach out to us at hello@melanieauld.com. 

MAJ Shipping Protection is provided through Corso. All claims can be filed through their portal here.

You will see the option for it at checkout before payment. The cost is calculated based on the subtotal amount of your order before taxes and/or any shipping fee.

Please note that shipping protection fees are non-refundable. If you run into any delivery issues, please reach out to us at hello@melanieauld.com. We are happy to help! 

We ship worldwide!

We pride ourselves on the quick handling of your orders, with most in stock items shipping within 1-3 business days. During sale periods please allow an additional 3-5 business days for your order to ship.

For engravable pieces, please allow a 1-7 business day processing time from the date your order was placed.

All international packages may be subject to duties and taxes. Melanie Auld Jewelry is not responsible for duties and taxes. The limits for duty-free packages are established by your local customs authorities. Please check your local customs website for more information.

For further information regarding our shipping timeless, you can find everything you need here!

Canada:

Duties are included. Taxes are applied at check-out according to the province of the shipping address.

International Shipments (all shipments outside of Canada):

There may be duties and taxes incurred on your shipment that you will be responsible for. Please note that Melanie Auld Jewelry does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.

Foreign Transaction Fees:

We do not charge any additional fees other than the total amount owed for the order. As we're based out of Canada, banks in other countries may consider us a "foreign company" and charge additional international fees on their own. We are not able to provide a refund for any foreign transaction fees.

Should you decide to deny the shipment due to duties and other fees, the package will be returned back to us and you will be refunded for the order after deducting the return shipping fee.

At this time, we only accept returns from customers within the United States and Canada. Unfortunately, we’re unable to process international returns due to high shipping and customs costs.

We’re happy to help answer any questions about sizing, fit, or product details before you place your order to help ensure you love your purchase!

For regular priced items, you may start the return process via our return portal HERE. Do ensure to add the C in front of your order number.

No returns are accepted without following the proper return request on our return portal.

Canadian returns are subject to a $9.95 CAD fee for the return shipping label. This amount will be deducted from your store credit or refund.

USA returns are subject to a $14 CAD fee for the return shipping label. This amount will be deducted from your store credit or refund.

No shipping costs or shipping protection insurance fees are refunded or credited.

Items should be returned unworn and undamaged in its original packaging. All items are subject to inspection upon their return.

If in the event you should receive your order and it is damaged or you received the incorrect item, we will provide you with a return shipping label and issue you a replacement or ship out the correct item.

If you are having troubles accessing our return portal, please reach out to hello@melanieauld.com to request a return or if you have any questions or concerns!

Please note that items marked ‘Final Sale’ cannot be returned or exchanged. Other items purchased with a discount code or during a holiday sale may be exchanged or returned for store credit. No refunds or price adjustments. Custom pieces such as engraved items, Made To Order items, and gift cards are a FINAL SALE.

Gold Vermeil, Gold Plated Sterling Silver, Leather Goods, Pearl and Cord pieces are eligible for a store credit or exchange only within 14 days of delivery.

Solid Gold pieces are eligible for a refund back to its original form(s) of payment or exchange within 14 days delivery.

Exchanges for online orders can be processed through our return portal depending on selected inventory levels.

For further information regarding returns, you can find everything here!

Returns can take up to 3 business days to be processed once it arrives back at our warehouse.

Upon inspection and processing, you will automatically receive an email notification of your store credit or a refund confirmation email.

Please allow up to 5 to 10 business days for your refund to be reflected to your original form of payment. This timeline is dependent on your banking institution.

We do not recommend having our products worked on by outside jewellers as this voids any potential for a refund or a replacement (should a defect develop due to their work). This includes resizing or any type of repair work.

We only offer repair services for selected Melanie Auld products and do not repair products from other jewelry stores.

After 3 months but within 1 year: MAJ offers a replacement handling a fee of $30 CAD for orders in Canada and $40 CAD for orders outside Canada. This fee is inclusive of a prepaid return shipping label (if applicable) and the cost of shipping your piece back to you.

Repair cost for stone replacements or resetting is subject to assessment per piece/situation.

At this time, we do not offer resizing services.

Yes, we do!

MAJ offers a replacement handling a fee of $30 CAD for orders in Canada and $40 CAD for orders outside Canada. This fee is inclusive of a prepaid return shipping label (if applicable) and the cost of shipping your piece back to you.

If an item is out of stock for a damage replacement but is within the 1 year warranty period, we will issue a store credit of the purchase of the item.

For orders outside of Canada and USA, unfortunately no shipping costs are covered by MAJ due to the high costs of international shipping.

Our 1 year warranty supports the repair or replacement of all jewelry if said item is deemed to have a manufacturing defect by our quality assurance team. This does not include plating wear or breakage due to normal and wear or improper usage.

We cover the costs associated with repairs or replacements only if the item is damaged or defective within the first 3 months of purchase.

MAJ holds the right to assess all repairs, replacements and quality control issues.

We do not offer repairs or replacements for any items no longer available online through melanieauld.com, or in the Melanie Auld Boutiques.

We do not cover the cost for repairs or damages on items purchased outside of melanieauld.com, or in the Melanie Auld Boutiques.

For more info on our warranty, please reach out to us via email at hello@melanieauld.com outlining your order number, and any photos of the item you are inquiring about.

Within the first 3 months, MAJ will re-weld your piece with a new jump ring free of charge. From 3 months to 1 year, we can re-weld a new jump ring for $10 or we can add a clasp and jump ring for $35.

If your piece needs to be removed due to medical reasons and if you wish to get re-welded at a later date, please hold onto the piece and we can assist you in re-welding at one of our boutiques.

To optimize the care of your delicate welded piece, please refrain from direct contact with chemical solutions. ie. perfumes, sunscreen, chlorine and salt water. As your welded piece is fixed to your body, it will naturally come in contact with chemicals as well as take on the oils from your skin. You can gently polish the chain with a soft polishing cloth.

Small black marks may occur at the jump ring due to the oxidization that is created during the welding process, these marks are temporary and will wash off within a few days of daily wear.

For more informations email us at hello@melanieauld.com

You can book a welding or engraving appointment, and find out more information about each experience by clicking on your preferred boutique location below,

Vancouver

Toronto

At this time, we do not offer any custom work outside of our MTO Collection. We do not work with non-MAJ jewelry, loose gemstones or appraisals.

At this time, we do not offer resizing services for any MTO items.

We cover the repair cost associated with any MTO defect occurring within 3 months of purchase.

After 3 months but within a year of purchase, there is a $30 flat repair fee. This cost is inclusive of the repair work alongside a return shipping label to return the damaged piece and the outbound shipping upon the completion of repair.

If a product is damaged within 3 months due to improper care, we do not cover the cost of repair.

Repair cost for stone replacements or resetting is subject to assessment per piece/situation.

Repair times may vary depending on the nature of the damage and cannot be rushed.

Any jewelry that has been altered outside of Melanie Auld Jewelry does not fall under our repair/replacement warranty.

To measure your best fit size/length, you can refer to our Size Guide here!

Due to the custom nature of a MTO item, there is a production timeframe of between 6 to 8 weeks. This timeframe begins from your order date is not inclusive of shipping timelines.

Your pieces will be packed securely in a MTO specific necklace/ring jewelry box that is produced in Italy. This jewelry box can be reused over and over again while travelling or as a place to safely store your MTO pieces.

A jewelry care card is also included to learn more about how to care for your special piece!

All online orders are shipped in our recyclable kraft shipping boxes composed of post-consumer content, along with a Melanie Auld shipping sticker to enclose the box.

A Made To Order item is a piece that we custom make from scratch of your desired size. As this is a custom production model, this limits overproduction and allows us to specifically make your piece just for you! Due to this custom nature, all Made To Order items are final sale.

Upon placing an order, you will automatically receive an order confirmation email. You can expect the entire process, from start (date of order) to finish, to take between 6 to 8 weeks. As soon as your item is ready, it will go through one final quality check by our team in Vancouver before it is packed and shipped to you, or available for Instore Pick Up.

Once your order has been shipped, you’ll receive a shipping confirmation email with the tracking number included. A signature is required upon delivery, no exceptions, so do make sure you’ll be home to receive your special piece.

If you have not received your shipping confirmation email, kindly check your Junk or Spam email folders as it may have landed there.

If you have selected In Store Pick Up, you will receive an email letting you know your order is ready for pick up at our boutique during our store hours.

Caring for your jewelry begins with being mindful of how to wear your pieces and when to take them off. When you are not wearing your jewelry, store your pieces in an airtight bag or container to keep them from exposure to outside elements.

We are always here to consult with you on any questions you have regarding the care of your jewelry. You can reach us at hello@melanieauld.com 

Solid Gold

10k and 14k Gold are solid metals but still delicate in nature. While this material can last a lifetime, gold does require gentle care and occasional polishing. We do not recommend any chemical solutions when cleaning your jewelry.

Gold Vermeil

Vermeil is a jewelry material with a Sterling Silver base plated with layers of 14k gold. Your vermeil pieces are best for occasional wear in order to keep the plating looking new.

Always remove your gold vermeil pieces before showering, sleeping, swimming, or working out. To avoid the wearing of your plating, remove when in contact with water, lotions, perfumes or sweat.

Do not use any cleaning solutions on your Gold Vermeil pieces. Instead, use a soft microfibre cloth to wipe them down after each wear to remove any excess oils that have transferred from your skin.

Keep your pieces stored in an individual/airtight bag to protect them from exposure to outside elements. (Never store your vermeil jewelry in the bathroom!)

Sterling Silver

Sterling Silver is a solid metal and thus requires minimal care. It may darken over time but you can easily polish your pieces back to new. Use a jewelry polishing cloth to polish your silve pieces to achieve that mirror finish. We do not recommend any chemical solutions when cleaning your jewelry.

Diamonds

Diamonds are an incredibly hard material so please take care, as they can scratch other stones or metals. We recommend taking your Diamond pieces to a professional jeweller to be cleaned, so as to not compromise the stone settings or damage the surrounding metals. If you need help finding your local jeweller, contact us at hello@melanieauld.com!

Cords

To care for your cord bracelets and necklaces, we recommend removing them before showering, sleeping, swimming, or working out. Avoid chemical cleaners, and rest assured, our cords will not unravel unless done so intentionally.

Herringbones

The herringbone chain is an elaborate and decorative chain style that requires specific care to keep it in its best condition. As the chain is constructed of individually woven and then flattened links, it must always be stored unclasped and flat to keep its shape and integrity. It is normal to see kinks or dents occur with wear, but this can be alleviated by removing the chain when sleeping, showering, or doing any strenuous activities.

 Precious & Semi-Precious Stones

(Ex. Diamond, Sapphire, Emerald, Ruby, Opal, Moonstone, Turquoise, etc.)

Avoid sleeping, showering and exercising with your semi-precious pieces as exposure to water and sweat can cause semi-precious gemstones to wear over time. 

Avoid exposing your semi-precious stones to chemicals such as hairsprays, lotions or perfumes. As a golden rule, jewelry should be the last thing you put on, and first thing you take off!

Temperature changes can cause semi-precious stones to change colour over time. Avoid storing or placing your pieces where there is direct sunlight or high air moisture such as bathrooms as it can impact the stone’s colours and durability. Direct sunlight can cause stones to fade, and heat can cause stones to crack over time. 

To clean and polish your semi-precious stone pieces, use a soft microfibre cloth to wipe them down after each use. Alternatively, you can use a jewelry polishing cloth as well.

Avoid using liquid cleaners as they can be too abrasive on gemstones. If needed, most stones respond well to a mild hand soap and warm water for cleaning. Ensure to gently pat dry after. 

Store your semi-precious stone styles in individual ziplock bags as this will minimize oxidization when not in use. It's best to store them in a dry and dark place such as in a jewelry box or in your closet.

Avoid storing your semi-precious stones with other similar gemstone jewelry as they can leave scratches or knock against each other, which may potentially damage your gemstones.  

For more jewelry care tips, you can find everything here!

We use 10k, 14k and 18k, Solid Gold, Gold Vermeil, Gold Plated and Sterling Silver to craft our jewelry. Our gemstones range from precious stones such as Diamonds, Rubies, and Emeralds, to semi-precious stones such as Turquoise, Onyx, and Lapis. Some pieces are inlaid with natural stones and/or enamel. All our stones are
ethically mined and sourced.

What is Gold Vermeil?

Gold Vermeil uses Sterling Silver as its base metal and is then coated in a layer of gold at least 2 microns thick.

Learn more about Gold Vermeil here!

What is Solid Gold?

Yellow Gold 

We use 10k and 14k Solid Gold in our jewelry. The K indicates the karat weight, which refers to the amount of pure gold in the alloy, as pure gold is too soft to use for jewelry making. 10k gold contains 37.5% pure gold and 62.5% other metals such as silver and copper. 14k gold is an approximate mix of 58% pure gold with 42% other alloyed metals.  

White Gold

White Gold is an alloy of pure gold and other metals such as silver and palladium. Palladium acts as a bleaching agent for Yellow Gold. Because White Gold is alloyed with durable metals, it makes it a reliable metal for jewelry making.

Learn more about Solid Gold here!

What is Sterling Silver?

Sterling Silver is an alloy of 92.5% fine silver and 7.5% Copper. Copper naturally gives off a lot of oxygen, which is why you’ll notice that your Sterling Silver oxidizes. But the good news is that you can easily polish the oxidation off with a jewelry polishing cloth to keep your silver looking new. We plate our Sterling Silver with Rhodium to give our pieces an extra layer of shine and durability.

Learn more about Sterling Silver here!

Our jewelry is handcrafted by generational jewellers in Italy, Spain, and China.

To measure your best fit size/length, you can refer to our Size Guide here!

Learn how to layer necklaces here!

Our chains and bracelets come with either a 1” or 2” extender built onto them for easy layering and adjustment!

This means a bracelet with a 6”+1” length will come up to a total length of 7” and a chain with a 16”+2” length will come up to a total length of 18” and can be worn at 16”, 17” and 18”.

These extenders can be found built onto the chain itself and are not removable.

All our jewelry is packed in our custom Melanie Auld necklace and ring boxes, lined with a suede microfibre material to keep your items secured. Pieces will be packed together where necessary to avoid the overuse of packaging. If your item is a gift, please use the order notes at checkout to specify if you require a box per item or any other gifting details.

A jewelry care card is also included with all orders to learn more about how to care for your special piece.

All online orders are shipped in our recyclable kraft shipping box, sealed with a Melanie Auld shipping sticker.

All orders come neatly packed in our custom Melanie Auld necklace and ring boxes, and then packed in a shipping box with tissue, sealed with a Melanie Auld sticker. Typically, pieces will be packed together where necessary to avoid the overuse of packaging but if your item is a gift, please use the order notes at checkout to specify if you require a box per item or any other gifting details.

Additionally, you can purchase our linen gift bags, or signature ribbon to add to your gifted order. If purchasing multiple pieces, please select signature ribbon for each item.

If you would like a customized note added to your order, you can leave your message in the order notes at checkout and we will include a hand written note on our branded thank you card.

Our online orders include a packing slip within the shipping box, but don’t worry, it does not include pricing!

If this is a top secret gift for someone special, please email hello@melanieauld.com to let our Customer Experience team know you require discrete outer packaging.

If you have changed your mind, you can return your Afterpay purchase in-store or by mail for a refund. Please check that your return or exchange meets our Return policy here. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay.

If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at info@afterpay.com.

Simply shop online and add items to your shopping bag and checkout as normal. At the checkout choose Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase. It’s that easy! 

Please note that all items in your shopping bag must be eligible for Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.

All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.

You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.

Yes, transaction value limits apply to purchases made on the retailer website using Afterpay.

Afterpay is a service that allows you to make purchases now and pay for them in 4 payments made every 2 weeks without any interest.

Afterpay is not available on made to order purchases or purchases of gift cards. If you are purchasing gift cards along with Afterpay eligible products, you will need to place two separate orders.

Afterpay orders are delivered as per our standard shipping time frame after you complete your order online. Visit the retailer’s shipping page for more information.

Check out the Afterpay Payments FAQ.

If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, terms as well as Afterpay’s Privacy Policy, which can be found at www.afterpay.com/privacy-policy.

If you have any questions about your Afterpay account, please contact Afterpay directly via a web form found here.

Afterpay can only be applied to purchases made on the retailer website or in-store (where available).

Occasionally, International and US orders may be held by customs for inspection, which can cause delivery delays. This process is beyond our control and varies depending on the country’s import procedures.

If your package is held:

• Customs may contact you directly for additional information or payment of duties/taxes.
• You may need to pay these charges before the package is released.
• If you have not received an update for several days, we recommend contacting your local customs office or the shipping carrier using your tracking number. 

If you choose not to pay the duties or import fees, your package will be returned to us. Once we receive the returned item, please allow 2–3 business days for our team to process the return. Your order will then be cancelled and refunded to your original payment method.

Please note:

• Refunds may take up to 8–10 business days to appear on your statement, depending on your financial institution.
• Original shipping charges are non-refundable.

If your tracking hasn’t updated in several days, we recommend contacting the shipping carrier directly for the most accurate and up-to-date information. They may be able to provide insight into any delays or issues in transit.

Melanie Auld Jewelry Ltd. is not responsible for delays or fees caused by customs clearance.

All orders are shipped from Vancouver, BC.

Canadian Orders:
Orders within Canada are not subject to tariffs or additional import fees.

US Orders:
All duties, taxes and tariffs are calculated at checkout. You'll see the full cost upfront, with no surprise charges at delivery.

International Orders (Outside Canada & USA):

Orders shipped internationally may be subject to customs duties and taxes, depending on the destination country. These charges are set by your local customs authority and are not the responsibility of Melanie Auld Jewelry Ltd. We recommend checking your country's customs website for specific details on duty-free limits and applicable fees.