FAQ

Payment

What payment methods do you accept?

Payment options are listed at checkout. Most credit cards are accepted.

Ordering and delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. 

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at terradorejewelry@gmail.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, at terradorejewelry@gmail.com we may be able to cancel your order before it’s processed. I

Can I alter my order?

Please contact me at terradorejewelry@gmail.com or through the contact form and explain what changes you would like to make to your order and I will do my best to accommodate.

When will my order arrive?

If your purchase is to be shipped, you should expect your order within two weeks of ordering if you live in the United States or Canada.  Shipping to countries outside North America may take up to 21 days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and I will check your order status.

If you do not receive the purchase in a reasonable period of time, please contact me at terradorejewelry@gmail.com and I will provide the tracking number of the parcel.  TerrAdore Jewelry is not responsible for the arrival of the package once it has been shipped and a tracking number provided. It then becomes the responsibility of the purchaser to pursue with Canada Post or the postal service of their home country, any package that has not arrived. 

If you request local pickup, your order will be available within 24 hours usually and I will email you to arrange a time for pickup.

If you request delivery, your order will be delivered by arrangement. I will email you to set up a delivery date and instructions on where to leave the package if you are not available.

 

 

What countries do you ship to?

Shipping is available to: Canada, United States, Europe, Australia and New Zealand.  

How much is shipping?

Shipping costs depend on the item you’ve ordered and the country where and how it’s being delivered. 

Shipping costs to Canada or the United States are set as a flat rate which is less than the actual cost to ship. The rates will appear during checkout when you enter your address. 

Free pickup in Merrickville is an option.

Delivery is available for Kemptville, Smith Falls, Perth and Ottawa for a minimal fee.

Returns

Can I return or exchange an item?

Items may be returned for refund or exchange when a defect occurs as a result of the making of the piece within 30 days of purchase. Should this occur, please contact me as soon as possible at terradorejewelry@gmail.com. I will send your refund by upon receipt of the returned item. 

If a piece breaks after 30 days from purchase, the cost will not be refunded, however, I will make an effort to repair it at no cost. You provide the shipping cost to me to repair and I will pay for the return shipping cost to you. Alternatively if it is a minor repair, I may send the part and instructions to you. Please contact me at terradorejewelry@gmail.com to make arrangements.

Refunds will not be provided for buyers remorse.

Requests for repair:  I will repair TerrAdore jewelry for a cost if it has been damaged by wear or accident. You will also be responsible for shipping costs.  Please contact me at terradorejewelry@gmail.com to discuss the repair and costs. I may be able to recommend someone closer to you who would be able to do the repair.

If you are unhappy with your piece for any reason, please contact me and I will see what I can do, within reasonable expectations.

How do I return an item?

Please contact me at terradorejewelry@gmail.com.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email me at terradorejewelry@gmail.com with the details.