Frequently Asked Questions

JEWELRY CARE & MATERIALS
Where is our jewelry made?

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

What materials are used?

We use 10k or 14k solid gold, gold vermeil, 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 of our stones are ethically mined and sourced.

What is gold vermeil?

Gold vermeil is the highest quality and longest lasting gold jewelry option aside from solid gold. Vermeil uses sterling silver as its base metal and is then coated in a layer of gold at least 2 microns thick. This differs from gold plated jewelry, which uses a base metal of brass or copper, with a gold plating thickness of 0.5 microns.

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.

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 to keep your silver looking new. We plate our sterling silver with rhodium to give our pieces an extra layer of shine and durability.

Do you have a warranty?

We got you!

Our 1-year warranty supports the repair or re-plating 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 wear and tear or improper usage.

Within 3 months of delivery: Melanie Auld Jewelry covers the repair cost associated with any defect. This cost is inclusive of a prepaid return label and domestic outbound shipping to return your repaired item back 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.

Beyond 3 months and up to 1 year: Melanie Auld Jewelry offers a repair/replacement service beginning at $30.00. This fee includes a prepaid return label and the cost of shipping your piece back to you.

For orders outside of Canada, unfortunately no shipping costs are covered by Melanie Auld Jewelry due to the high costs of international shipping.

Melanie Auld Jewelry Ltd. holds the right to assess all repairs and quality control issues.

Herringbone Styles: Herringbone repairs or replacements are covered under a 6 month warranty from the date of purchase.

Warranty Exemptions:

Ear Cuffs: Due to the nature of ear cuffs, we are unable to replace lost cuffs.

Home Goods: We do not provide a warranty, repair, or replacement for any home goods.

Brass Jewelry: We do not provide any warranty on brass-based items as this material has been discontinued since Jan 2019. We do not accept any returns, replacements, repairs, credits, or exchanges, for any brass based item both online and in store.

Any jewelry that has been altered by anyone other than Melanie Auld Jewelry no longer falls under our warranty.

We do not cover costs associated with repairs or provide a warranty for items that are no longer available through melanieauld.com. We are unable to cover return shipping fees for repairs on items purchased outside of melanieauld.com or our retail locations.

How do I care for my jewelry?

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 dry cloth to wipe them down after each wear to remove any excess oils that have transferred from your skin.

Keep your pieces stored in your jewelry box or an 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 soft cloth on your jewelry 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 jeweler to be cleaned, so as to not compromise the stone settings or damage the surrounding metals. If you need help finding your local jeweler, 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 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.

 Semi-Precious Stones

(Ex. Opal, Moonstone, Emerald, Ruby, 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.  

Do you offer jewelry repair and resizing services? Can I get my jewelry fixed or reworked by an outside jeweler?

We provide repair services on all of our jewelry pieces. Repair fees begin at $10 and increase based on the intricacy of the repair requirements.

We provide a ring resizing service on select solid gold ring styles ONLY upon purchase and/or within 7 days of delivery. These styles are determined by our in-house jeweler based on ensuring that the reworking of a ring does not compromise its structural integrity.

We offer resizing from 1/4 of a size to one full size smaller. We do not resize to a larger size due to the potential damage that adding metal onto the ring shank can cause to the construction of the ring.

Our ring resizing service begins at $30.

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

SHIPPING
Where do you ship to?

We ship worldwide!

We pride ourselves on the quick handling of your orders, with most in stock items shipping within 1-2 business days. This processing time does not include engravable or custom made-to-order items. Please note that the day(s) your order is packed and shipped is not counted as a day in transit.

We do not ship on Saturdays, Sundays or Holidays. All items ship from Vancouver, Canada. Kindly note that we do not ship to PO boxes at this time, unless shipping via Canada Post. Please note that once an order has been placed, we are unable to cancel it, make adjustments to it, or combine it with another order.

What carriers do you use?

CANADA:

Canadian Orders placed with Canada Post Expedited shipping are processed and shipped within 1-3 business days. This processing time does not include engravable orders or custom orders. Please note that the day(s) your order is packed and shipped is not counted as a day in transit.

Most orders placed with Canada Post Priority shipping before 9am PST are processed and shipped same day. Please note that same day shipping is not guaranteed. This processing time does not include engravable or custom orders. Please note that the day(s) your order is packed and shipped is not counted as a day in transit.

Canada Post Standard parcels ship with an estimated 2-10 days for delivery.

Canada Post Priority parcels ship with an estimated 1-3 business days for delivery.

We insure all of our packages and orders over $500 require a signature upon delivery - no exceptions. Please be sure to choose a delivery address where someone is able to sign for your parcel.

In order to track your order, copy your tracking number that is provided in the shipping notification email and paste it in the tracking field on the website www.canadapost.ca

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 placed with USPS shipping are processed and shipped within 1-3 business days. This processing time does not include engravable or custom orders. Please note that the day(s) your order is packed and shipped is not counted as days in transit. These shipments do not allow for signature release upon delivery.

Canada Post Tracked Packet/USPS parcels ship with an estimated 5-10 days for delivery.

Orders placed with FedEx International Economy are processed and shipped within 1-3 business days. This processing time does not include engravable or custom orders. Please note that the day(s) your order is packed and shipped is not counted as a day in transit.

FedEx International Express/Economy parcels ship with an estimated 2-3 business days for delivery. Please note that this delivery time may be delayed if you live in a rural area.

We insure all of our packages and require a signature for all orders over $500 - no exceptions. Please be sure to choose a delivery address where someone is able to sign for your parcel.

Please note, all international packages may be subject to duties and taxes. Melanie Auld Jewelry Ltd. 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.

REST OF THE WORLD:

We ship FedEx International Express (2-3 Business Days) for all international orders, excluding the U.S. These orders are processed and shipped within 1-3 business days. This processing time does not include engravable or custom orders. Please note that the day(s) your order is packed and shipped is not counted as a day in transit.  

FedEx International Express parcels ship with an estimated 2-3 business days for delivery. Please note that this delivery time may be delayed if you live in a rural area.

We insure all of our packages and require a signature for all orders over $500 - no exceptions. Please be sure to choose a delivery address where someone is able to sign for your parcel.

Please note, all international packages may be subject to duties and taxes. Melanie Auld Jewelry Ltd. 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.

Pre-order shipments + made to order items.

Payment is charged immediately at checkout, not when the item ships.

All preorders will have an estimated ship date listed. Please note that this ship date is not guaranteed.

If you are ordering 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 place two separate orders.

Lost shipments.

If you purchased Route insurance at checkout, please file any lost, damage, or stolen parcel claims with Route directly. Upon approval of your claim, Route offers a replacement or refund for the purchase price in USD of lost, damaged, or stolen items, excluding any taxes or shipping fees.
If you received a delivery notification but it appears your package has not been delivered, don't worry! Oftentimes Canada Post will preemptively scan a package as delivered, but it is still en route. Please wait 24 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 10 business days.

We are not responsible for lost parcels in the event that 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 contact hello@melanieauld.com. We are happy to help!

Will I be charged duties and taxes?

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.

Is a signature required upon delivery?

On orders above $500 a signature is required upon delivery.

RETURNS & EXCHANGES
What is your return policy?

We offer returns within 7 days of purchase in store, or within 7 days of delivery for online orders. Please process your return through our return platform HERE or email us at hello@melanieauld.com to request a return if you are unable to access our return portal.

Vermeil + Sterling Silver Items:

Vermeil and sterling silver items are eligible to return for store credit or exchange. 

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

All sale items are final sale.

Solid Gold Items:

Solid gold items are eligible for a refund, return for store credit, or exchange.

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

All sale items are final sale.

Please note:

ALL SALE items and custom/engraved items are FINAL SALE. We do not accept returns or exchanges on these pieces.

Returns may take up to 3 business days to be processed.

No returns are accepted without an RMA number.

Items should be returned unworn, clean, and undamaged. Items are subject to inspection upon their return.

If in the event you receive your order and it is damaged or you receive the wrong item, we will provide you with a return label and issue you a replacement. If we are sold out of the product we will issue you a refund.

**If you are returning an item from outside of Canada, you must declare that the parcel is a return on your customs declaration. If Melanie Auld Jewelry Ltd. incurs any duties or taxes for returned parcels, the amount will either be deducted from your store credit, or the parcel will be rejected.**

COMPANY INFO
AFTERPAY
What is 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.

How do I use Afterpay?

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.

Where can I use Afterpay?

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

How does the payment schedule work?

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.

Where can I find common questions about payments?

Check out the Afterpay Payments FAQ.

When will my items be delivered if I use Afterpay?

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.

Is there a limit to how much I can spend on a single transaction?

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

What products are not eligible for purchase 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.

How do I return or exchange an item purchased using Afterpay?

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.

Where can I find out more about Afterpay?

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.