FAQs

Frequently Asked Questions
COVID -19 PRODUCTION DELAYS
Each order is hand made and made to order, please allow 7-14 business days for this process to be completed this is a normal time frame. Orders may be delayed due to COVID-19 shipping delays and production delays. We cannot issue refunds once an order has begun processing despite delays. We completely understand the frustration of orders being delayed due to COVID, we are frustrated too! However, every piece is made to order and once production has begun, regardless of the delay we cannot halt production and issue refunds. Please purchase with this in mind. 
 PLEASE NOTE WE CANNOT GUARANTEE DELIVERY OR PROCESSING TIMES DUE TO COVID-19. CANADA POST IS NOT GUARANTEEING DELIVERY TIMES WHICH CAN CAUSE DELAYS WITH ORDER PROCESSING AND DELIVERIES. 
 
Need an express order? e-mail us and we will do our best :)
 
If you placed your order during a sale period, please allow an additional 5 business days to process your order due to the high volume of orders.  
  
How can I contact Everlay Jewelry with questions about my order or general inquiries?
You can reach us via email at everlayjewelry@gmail.com
Please note we only respond during business hours (9am-5pm PST) Monday-Friday and we will not respond to inquiries sent during the weekend or on statutory holidays. xo 
Please do not send us a message via Instagram regarding an order or customer service inquiry. We will direct you to email. With the amount of DM's we receive daily, it's not possible to provide customer service via Instagram. Thanks for understanding.
  
How long will my order take to ship to the UK or Australia?
On average, orders shipped to the UK or Australia take 3 weeks to ship. Please plan accordingly if you are hoping to receive your order in time for a trip etc. We have no control over how soon these orders are delivered out of Canada. 
Do you allow returns or exchanges?
We do not allow returns or exchanges, please shop carefully! If you have any questions or concerns before placing your order please reach out to us for help :) 

Custom Orders
For custom orders such as different chain colours & lengths e-mail us before hand and we will do our best to accommodate your request. 
 
My jewelry broke, what can I do?
All of our pieces are handmade by our lead designer in Vancouver. While we use the highest quality materials and attention to detail, things happen! If your jewelry breaks within 30 days of purchase, email us with your order number and mail the jewelry back to the return address. We will repair or replace it upon assessment and have it returned back to you :)
Will I have to pay duties on my order? 
We are not responsible for any duties incurred / charged on international orders. 
My item is lost in the mail, what do I do?


We are not responsible for items that are lost during shipping due to incorrect shipping addresses.

You are also responsible for your order if you enter the wrong shipping address. Please email us immediately if you enter information incorrectly, we will update your order if it has not been shipped yet. We are not responsible for items lost that are shipped to corporate offices if the tracking information reads 'delivered'.

 

Of course, if your address was entered correctly but you didn't receive your package, we will look into it & resolve the problem as soon as possible

What are your jewelry items made of? 
A description of materials used for each item can be found in the product description section. We use high quality materials to create affordable pieces that you can comfortably wear everyday. 
  • Gold filled material is the closest thing to gold. It is mixed. Gold filled items will fade and become darker over time but not turn to reveal a different metal underneath.
  • Our finer quality pieces are made with 925 sterling silver and plated with heavy 24k Gold. These pieces are made to last and can be keepsakes for years to come if cared for properly.

JEWELRY CARE:

For all jewelry other than solid gold fine jewelry:

Please remove your jewelry while exercising, showering and swimming. 

Jewelry can be polished with a hand polishing cloth and will maintain quality longer if stored properly. We recommend hanging your necklaces on a stand and storing rings/bracelets in a jewelry box.  

Inquiries
For inquires on any of my products contact everlayjewelry@gmail.com 
We respond within 24-48 hours.