Frequently Asked Questions

We ship worldwide!

We pride ourselves on the quick handling of your orders, with most in stock items shipping within 1-3 business days. This processing time does not include sale periods, or custom orders, like engravable or Made-To-Order pieces.

Kindly note that we can only ship to PO boxes via Canada Post/Tracked Packet/USPS at this time.

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!

Canadian Orders:

Canadian orders placed with Canada Post Standard (Expedited) shipping are processed and shipped within 1-3 business days. Most orders placed with Canada Post XpressPost shipping before 9am PST are processed and shipped same day. Please note that same day shipping is not guaranteed.

All Canada Post Standard (Expedited) parcels are shipped as carbon-neutral, providing you with a sustainable shipping option.

Please note that Canada Post is closed on national, provincial, and territorial holidays, with no collection or delivery of mail on these days.

USA Orders:

Orders placed with Standard Shipping are shipped via Canada Post Tracked Packet/USPS. Order placed with Express Shipping are shipped via DHL Express Worldwide. All orders are processed and shipped within 1-3 business days.

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.

International Orders:

We ship DHL Express Worldwide for all international orders. These orders are processed and shipped within 1-3 business days.

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 shipping and shipping timelines, you can find everything here!

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.

A shipping confirmation email is automatically 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.

To track your order, copy your tracking number that is provided in the email and paste it into the tracking field on either canadapost.ca or dhl.com (depending on your destination country).

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!

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 Order Protection insurance at checkout, please file any lost, damage, or stolen parcel claims with Order Protection directly via this link HERE. Upon approval of your claim, Order Protection offers a replacement or refund for the purchase price in USD 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.

Order Protection is an optional shipping insurance offered on all orders. You will see the option for it in Your Bag and on the checkout page before payment. The cost is calculated based on the subtotal amount of your order before taxes and/or any shipping fee.

If you purchased Order Protection at checkout, you may file for any lost, damaged or stolen package claims directly via this link HERE. Upon approval of your claim, Order Protection offers a replacement or a refund of the purchase price of lost, damaged, or stolen items, excluding any taxes or shipping fees. 

Please note that Order Protection charges are non-refundable.

If you run into any delivery issues, please reach out to us at hello@melanieauld.com. We are happy to help! 

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.

All Canada Post orders above $1000 without Order Protection 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 DHL Express orders 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.

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

Orders placed Monday to Friday are typically ready the next business day for pick up between 12pm and 6pm. 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.

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!

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

Please note all sale items, and custom pieces such as engraved items and Made To Order items, are a FINAL SALE. We do not accept returns/exchanges on these pieces.

This includes product purchased during any sale/promotional season.

Gold Vermeil, Gold Plated and Sterling Silver 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!

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 fee for the return shipping label via Canada Post. This amount will be deducted from your store credit or refund.

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

No shipping costs or Order 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!

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.

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.

Yes, we do!

Within 3 months of purchase: MAJ covers the replacement cost associated with any defect. This cost is inclusive of a return shipping label (if applicable) and the outbound shipping of the replacement item(s) to you.

We do not cover the repair cost if the product is damaged due to improper care. This is inclusive but not limited to bent metals, heat damage, chemical reactions, drastic plating wear from improper care, herringbone chain kinks and breakage.

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.

After 3 months but within 1 year: MAJ offers a replacement fee of $30. 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.

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 repair service beginning at $30, and increases based on the intricacy of the repair requirements. This fee is inclusive of the repair work alongside a return shipping label and the outbound shipping upon the completion of repair.

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

At this time, we do not offer resizing services.

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.

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

Vancouver

Toronto

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.

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.

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.

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

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.

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.

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.

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

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.

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!

Our Gold Plated jewelry uses a base metal of brass and has a gold plating thickness of 0.5 microns.

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!

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!

Rhodium is a silvery-white solid metal that belongs to the platinum family and has a highly reflective surface. To care for your Rhodium plated pieces, use a soft microfibre cloth to wipe them down after each wear to remove any excess oils from your skin.

Sterling Silver and Rhodium are both hypoallergenic metals. 

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!

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!

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.

The jewelry box your demi-fine and/or fine pieces (apart from Made to Order pieces) arrive in are crafted from recyclable FSC® certified paper. The jewelry boxes are constructed without the use of glue, and can be easily unfolded, flattened, and put in your curbside recycling if desired or reused to store your MAJ pieces. Your pieces will be packed securely in a microfiber pouch inside the jewelry box and can be reused over and over again while travelling or as a place to safely store your MAJ 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.

We will use minimal packaging to reduce our environmental impact. If your order is a gift, please note if you require a box per item on our checkout page under the notes section.

To learn more about our packaging and its recyclability visit out blog here.

All orders come neatly packed in our microfiber pouch, placed inside our jewelry box and then packed in a shipping box with tissue. We will use minimal packaging to reduce our environmental impact if this is not a gift. If your order is a gift, please note if you require a box per item on our checkout page under the notes section.

Additionally, you can purchase our linen gift wrap to add to your gifting order, found here.

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

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

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.

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.

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.

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

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.

Check out the Afterpay Payments FAQ.

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.

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

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.

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.

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.