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Frequently Asked Questions

What are your charms made from?

Our charms are made from acrylic and accented with Swarovski crystals. Our items are designed, laser cut and hand assembled by us in Canada.

Do you ship internationally?

Yes! We ship from Canada to most international destinations.

What shipping methods are available?

We ship via Canada Post, USPS and Asendia. For more information visit our shipping page.

How much does shipping cost?

Please see our shipping page. There is also a shipping cost estimator on the shopping cart page. All orders over $100 USD receive free standard shipping to most international destinations.

Will I receive a tracking number?

Not all shipping methods include tracking numbers, and shipping options are labelled as either Tracked or Not Tracked on our checkout page. If you pay for a tracked option, you will receive a tracking number via e-mail once your order ships, and the tracking number will also be visible on your order history page under your account.

When will my order ship?

All items (excluding t-shirts and plushes) are made to order. Order for laser cut items are generally processed within 2-4 weeks, dependent on the number of orders received. We ship once a week on Fridays. Orders containing plushes and t-shirts only, received before 9AM EST Friday, will be shipped out on this day. ABOUT PRE-ORDERS: Please check the item page for an estimated shipping date!

When will I receive my order?

Once an order is shipped, most orders are received within 7-21 business days dependent on the shipping method you have selected at checkout. For more information visit our shipping page.

I need my order by a specific date! Can you rush my order?

Maybe. For rush orders, please contact us to see if we can meet your deadline. Additional fees may apply. Due to arrangements with our shipping providers, we ship once a week on Thursdays.

Will I have to pay import taxes or customs fees?

If your order is shipping outside of US/Canada your order may be subject to customs duty and taxes. Customs duty and taxes are the sole responsibility of the customer, and we have no control over the taxes levied by your government. If you have questions about import taxes please contact your local customs office.

Can you under-value my international package so I can avoid duties/taxes?

No, this is against the law. Invoices with the actual prices must accompany all US and International shipments. We also cannot mark items as gifts.

I am shipping an order to my friend as a gift, can you omit the invoice in the parcel?

No. We are required by law to include invoices in all US and International shipments.

What currency are prices listed in?

By default all prices in our shop are listed in US dollars (USD). You may use the drop down at the top right of the page to browse our shop in other currencies. Upon payment, your credit card company will calculate the exchange rate and convert to your local currency automatically.

What payment methods do you accept?

We accept payments via PayPal and all major credit cards (VISA, Mastercard and AMEX).

Do you accept cash or cheques via mail?

No, we only accept payments via PayPal and Credit Cards.

I can't check out, I keep getting an error!

This is most likely due to a billing address mismatch. Please ensure that the billing address matches the address on file with your credit card. If you are still experiencing problems, please contact us.

Help! I have not received my order yet.

If you haven't received your order after 21 business days from the shipping date please contact us ASAP and we will look into it for you. If you did not purchase a tracking number, we have no way of tracking your item.

I have received a wrong or damaged item, or an item is missing from my order.

Oops! Accidents happen. If you have received damaged or incorrect items, please contact us ASAP and we will get a replacement out to you ASAP.

What is your return and exchange policy?

Due to our items being made to order, all sales are final. However, If a package has been lost or damage in transit, or if you are not satisfied with your purchase please contact us ASAP and we will sort it out ^_^ We are more than happy to work with our customers in these events.

If an item is defective or damaged in transit, we require a picture of the item.

For more information regarding our policies, please read our Policies page.

Help! An item I want is sold out! Can you make another one?

If an item is sold out or no longer listed in our shop, it means we cannot accept anymore orders for that item. We may not have the materials on hand to make more at the moment. Please keep in mind that we are just a two person team, most of our items are handmade by us and take a lot of time to make. Swarovski sometimes discontinues certain crystal styles and colors leaving us unable to remake certain items. If you are interested in a sold out item you may still contact us to see if we can accommodate your request.

Do you accept wholesale orders?

We offer discounts for bulk orders. If you are a shop that would like to carry our products, please contact us.

Do you accept custom orders?

Minor customization of our products may be possible. Please contact us with your request to see if it can be done.

If you want a completely custom item, we accept custom orders on a case by case basis. Minimum order requirements apply (usually 50-100 pieces per design).

Do you have a physical store?

No, we are a home based business. We also do not allow pickups. We kindly ask all our customers to be respectful of this. Please feel free to shop online, our shipping rates are competitive and taxes are included in our prices for Canadian customers.

Are your items allergen free?

The most common jewelry allergy is due to nickel. Our chains, earrings and metal findings are made from gold or rhodium plated brass and are nickel free. If a product contains nickel, it will be written in the item description. Currently only our metal enamel pendants contain nickel.

Are your items safe to give to my child?

No, it is not recommended. Our products are intended for ages 12 and up. Our items are handmade, and contain small parts which can become a choking hazard for small children.

How do I care for my jewelry?

We recommend using a dry microfiber cloth to wipe away any dirt, dust and fingerprints. Keep alcohol, acetone and other harsh chemicals away from your items as these chemicals weaken acrylic and may cause it to crack. If necessary, a soft polishing cloth can be used to clean chains and other metal components.

Please DO NOT soak your items in water! Remove all jewelry before taking a shower or washing dishes.

We strive to make our items sturdy and resistant to everyday bumps, but please be gentle with your new items. Do not throw them around or give them to small children to play with! Especially ones covered with Swarovski crystals. Please take care of your items!

About gold toned chain: All gold toned chain eventually fades over time. But following a few simple tips can prolong its life! Remove your chains before sleeping, bathing and doing and strenuous activity. Use a soft polishing cloth occasionally to remove dirt and sweat.

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