FREQUENTLY ASKED QUESTIONS

Here are answers to questions that are generally asked.

If you don’t find the answer to your question, do not hesitate to email us.

SHIPPING

Which countries do you ship to?

We currently ship internationally to most countries worldwide.

Are most of the items in stock and ready to ship?

Articles listed in stock will be packaged and sent once your order has been placed. However, the sales volume and the stock synchronization could result in differences in the proposed inventory.

All custom items are made on demand and can be shipped to your door from 7 to 14 days (Custom orders can be subject to longer delay depending on the complexity of the piece).

Can I ship to an address aside from my billing address?

Absolutely! Make sure to inform us of the appropriate shipping address when you are checking out and we will redirect your package.

As a security precaution, please contact your credit card company and add the alternate address to your records.

Do you collect duties and taxes?

We do not collect duties and taxes. Customs will contact you if you owe additional taxes and duties.

Shipping, Duties & Applicable Tax Information?

Shipping and applicable taxes are calculated based on the item total, duty assessed and shipping destination. This charge includes taxes collected for Canadian federal and provincial governments. For shipments to the provinces of Saskatchewan and Prince Edward Island, the recipient may be required to remit provincial sales tax to their respective taxing authority.

Duties are calculated based on the origin of the product and are assessed on products manufactured outside of the North American Free Trade Association (NAFTA) countries.

General shipping info

Please allow 3-5 business days for order processing and verification, and an additional 1 to 14 business days for domestic delivery, depending on the shipping method selected. To offer a large inventory in as many sizes possible, please allow us the time necessary to ensure our production. Some products may show “extended shipping time” it means that this item Or size may require a dedicated production.

We are not responsible for any lost, stolen, or damaged shipments. All shipments are insured and the buyer assumes all responsibilities of claims made with the shipping carrier.

We can’t and will not change or intercept a package to alter the delivery.

We will only ship to address provided at checkout.

RETURN POLICY

Returns & Restocking fees

Please read carefully before making your purchase.

All ring orders made through this online store are considered as custom orders, made as requested by client (you), and we are not required to provide a refund if you have changed your mind about a particular purchase for any reason.

All custom orders are not eligible for returns. Each piece of jewelry can take several days to several weeks to create from start to finish.

However, some articles may be accepted for partial store credit or exchange if returned in salable condition within 10 days from the date received. Buyer will be held responsible for any restocking fees (20%) and/or reconditioning fees, plus all shipping fees as they are non-refundable.

We will not refund for “buyer’s remorse”. There is no refunds on custom engraved merchandise. Items thought to be damaged or defective must be returned at the customers’ expenses and the validity of all claims will be decided by The Big Jewelry Store. If the received order was faulty or damaged, we will properly meet obligations under the applicable laws.

Returns must be unworn, unaltered, and come in original package and must be approved. Please read and understand the full Refund Policy before placing your order.

Why do you need a Return Authorization Code?

For all returns, customers must email us to receive a Return Authorization Code. Packages returned to The Big Jewelry Store without a Return Authorization Code on the exterior of the package will not be processed and will be rejected immediately.

PAYMENT & SECURITY

What payment options is possible?

Bank Transfer

Wire transfers are immediate, safe, and the most reliable method of sending money. Funds are transferred directly between bank accounts without any third party involvement.

Once an order has been submitted successfully, payment instructions will be displayed on the “Checkout” page and included in a confirmation email which will be sent out shortly.

As soon as the transaction is completed and the full amount is available on our account, the order will be shipped within 24 to 48 hours.

PayPal

PayPal is a global e-commerce business allowing payments and money transfers to be made through the Internet. You will be able to use all major credit cards including VISA, MasterCard, American Express, and Discover on selected items.

The Big Jewelry Store follows the shipping data given to them by PayPal to a precise point. Please review your PayPal account for the correct desired ship-to address for a stress free transaction.

There is any financing? Can I make payments?

As for custom orders, we accept a maximum of 2 payments before releasing the order:
the first 50% deposit to start on the order,
Another 50% payment upon completion of the order before shipping out.

Is it secure to buy online?

Yes! When you use your credit card to make a purchase through our shopping basket, the information you provide is protected by Secure Sockets Layer (SSL) encryption technology. This technology ensures that your personal information is protected from outside parties when transmitted from your computer to our server.

GOLD & DIAMOND JEWELRY

What quality of diamonds do you offer?

The Big Jewelry Store offers different type of quality when it comes to diamonds.

Our standard for custom orders is a mix of VS and SI diamonds, which we label “VS-SI” diamonds mix. All products made by The Big Jewelry Store have this mix of VS-SI by default. Diamond upgrade options are available upon request.

For those who want a higher quality in their diamonds, we offer “VS+”, a premium mix of VS-VVS diamonds.

For the top diamond qualities, we offer “VVS+”, which contain strictly VVS diamonds in the mix.

Carat Vs karat... what's the difference?

“Carat” is the unit of measuring weight used to measure the weight of diamonds (ex: a 0.33 carat diamond or a 1 carat diamond).

“Karat” is used to measure the purity of gold (ex: 18k gold, 24k gold).

What are the differences among 10k, 18k, 24k and other karats of gold?

The number preceding the letter “k” represents the number of parts of gold, out of 24.

For example, “10k gold” represents 10 parts of gold out of 24, with the remaining 14 parts being a mix of alloys.
18k gold represents 18 parts of gold out of 24.
24k gold is globally accepted as pure gold.

Differences:

Visual: Gold with a higher content of gold will give off a stronger tint in color. 18k yellow gold will give off a stronger tint of yellow compared to 10k yellow gold, but won’t be as strong in color as 24k yellow gold.

Feel: Gold of higher karat content will be heavier compared to an identical piece of jewelry with lower karat content. This is due to the density of pure gold. Gold of higher karat content will be softer and more malleable than lower karat pieces.

What is your ring resize policy?

We offer one free resizing within 30 days of delivery. The customer is responsible for paying the shipping. Resizing can take one to three weeks depending on the style of the ring and the discrepancy in size. Please note that some styles may not be able to be resized

Simply contact a Diamond & Jewellery Consultant at +(855) 338 6026 to arrange for your free resize.

Diamond and gemstone eternity rings with a particular number of gemstones per finger size; milgrain or ornate bands, or other metal ring may not be resized.

We are happy to exchange your ring for another size within 30 days of purchase. It is important to note that should you opt for an exchange, your new ring may contain a different number of gemstones, diamonds, and also maybe a reduction or increase in precious metal weight which could cause a change in the final price.