FAQs

Custom orders & Preorders

How long does preorders take?

Estimated 3-5 days to be ready for shipment. 

What's the process like for custom designs?

Custom design is an unique service we offer where you get to connect with a design consultant one on one to have your dream jewelry designed and made. 

The Custom Experience 

Jewelry Care

How do I take care of my jewelry?

GOLD

Store in soft fabric lined punches or jewelry boxes
Store jewelry pieces separately
Avoid bleach or cleaning and showering while wearing the jewelry 

STONES

Dip in soap water and gently clean the stones with fingers or soft cloth only, dry on soft towel.
Avoid bleach or cleaning and showering while wearing the jewelry 

Sizing

How to determine my ring size?

Here's how to measure your ring size:

Step 1: Use a strip of paper, hemp rope, or a string with no elasticity, wrap around your finger.
Step 2: Make a mark at the full circle spot, measure the length with a ruler.
Step 3: Use the chart below to find your ring size.

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

Yes you can repair with an outside jeweller. Currently we do not have any repair services offered, our team is working hard to make this service available in the near future.

Shipping

How long will my order take?

Within Canada – 2-4 days
United States – 4-8 days
China – 2-4 days
International (UK, Australia) – 5-15days  

What is the shipping fee and delivery timeline?

Canada – Free with purchase over $90, otherwise $9 flat rate shipping fee
United States, China – Free with purchase over $120, otherwise $12 flat rate shipping fee
International (UK, Australia, Germany) – Free with purchase over $150, otherwise $15 flat rate shipping fee

Will I get charged duties and taxes?

Canada, United States, and China no extra duty fees will be charged. Taxes & VAT are applied at check-out.

International (UK, Australia, New Zealand) – may be liable for customs taxes and additional fees. In all cases, these costs will be the responsibility of the buyer and will be settled at the given customs office. We are committed to taking care of all the required paperwork in order for the parcel to clear customs.

Where do you ship to?

Canada, United States, China, Great Britain, Australia, Austria, Belgium, Denmark, Finland, France, Germany, Hong Kong, Ireland, Israel, Italy, Japan, Netherland, Singapore, South Korea, Spain, Sweden, and Switzerland. 

About Us

How and where is the jewelry made?

Our production team is located in China.
Our design team are located in both Canada and China.

Returns & Exchanges

What's your return and exchange policy?

We have a 14-day return policy, which means you have 14 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,
• with tags (if any)
• in its original packaging

You’ll also need the receipt or proof of purchase. 

Do you offer an extended holiday policy?

We have extended our holiday holiday to a 20-day return policy, which means you have 20 days after receiving your item to request a return. 

How do I start the return?

To start a return, you can contact us at info@urjewelry.ca. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Send us an email at info@urjewelry.ca requesting your return. Don’t forget to include the following:

1. The order number (or the purchaser’s full name and email address)
2. The full address where the jewelry will be shipped from
3. The email address associated with your UR JEWELRY purchase.

Once the return is accepted, our Support Team will email you the label, and direct you to the shipping partner in your area for drop off or scheduled pick up. 

When will I receive my refund?

10 business days 

A refund takes up to 10 business days to be credited back

Is the return shipping fee included?

Unfortunately at this time, we do not cover the cost of return shipping. We are always here to provide you guidance on step by step of the return. 

Orders

How can I track my order?

All orders will be provided with a tracking number once the packaging has been fulfilled.

Can I change my address?

If you've entered the wrong address, please reach out to us ASAP so we accommodate the change before the order is processed. Kindly note that we are unable to change the address once it's shipped, but you can use the tracking number provided and contact the courier near your location directly to have it changed.

Can I cancel my order?

If you've changed your mind or made the wrong purchase, please reach out to us ASAP to process the cancellation. Once the order has been shipped, we are unable to make any changes.

Payments

How is refund processed?

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.