We have a 30-day return policy on on-line purchases which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@truebijoux.ca. Please note that returns will need to be sent to the following address:
206 Sparks Street, Ottawa Ontario, Canada, K1P 5C1
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
At True Bijoux, we take pride in offering exceptional jewelry and personalized service. Due to the nature of certain products and services, the following items are not eligible for return, exchange, or refund and are considered final sale:
- Custom-made, special order, personalized, or engraved jewelry
- Jewelry repairs, restorations, resizing, alterations, and modification services
- Diamond Eternity Bands ordered in finger sizes smaller than 5 or larger than 7
- Any Engagement Ring Setting specially ordered or custom-made to accommodate a customer's existing diamond
- Sale, clearance, promotional, or discounted merchandise
- Gift cards
Because these items are made, ordered, or modified specifically for the customer, they cannot be resold and therefore are not eligible for return, exchange, or refund.
If you have any questions regarding the eligibility of an item before placing your order, please contact our team at hello@truebijoux.ca or call 613-232-2229. We are happy to help you make an informed purchase.
Please note: Any approved return request must comply with our standard return policy and receive prior authorization from True Bijoux before being returned. Unauthorized returns may be refused.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. If you have any questions please contact our team at hello@truebijoux.ca or call 613-232-2229. We are happy to help.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@truebijoux.ca.
