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FAQ

Most asked questions : 



I still haven't received my order is this normal?

Sometimes the delays for regular mail are longer than normal, depending on busy periods or statutory holidays. At this time, it is normal to observe a longer delivery time. If however after 14 days you have not received anything, contact us at: contact@horacejewelry.com and we will be happy to help you!

I made a mistake in my delivery address is it too late?

If the order is not yet sent, we will change the delivery address as soon as notified. If, however, the order is already sent, the delivery time will be longer since we will have to wait for the package to return to us before forwarding it to the correct address.

I love one of your models but is it possible to have it in another color?

Yes, some models can be made in another color (example: gold earrings on the site that it would be possible to make in silver). You can contact us by telling us the name of the model and the color you would like at contact@horacejewelry.com and we will be happy to help you.

I contacted you by email, how soon can I expect a response?

We receive a high volume of emails and cannot guarantee a response within 48 business hours. Don't worry, we'll get back to you. Don't forget to check your spam emails.

Q&As

Defective or missing item

Each order is carefully prepared and sent. It may happen that during transport a break occurs. If this is the case, you have 14 days to reach out our customer service after receiving the package. We will be happy to send you a new item at our expense. If the item is out of stock, we will exchange it or charge a refund depending on the initial payment method. If an item is missing in your order, you have 7 days to contact us for a replacement. 

Promotions and discount coupons

We love to spoil you! This is why we often offer promotions and discount coupons to use when shopping online. Each promotion is of limited duration and may require a coupon. Unfortunately, we cannot apply a discount retroactively. The explanations for each promotion will always be clear and easy. Simply follow us on social networks or subscribe to our newsletter to benefit from more offers!

Sold out

The inventory is recorded regularly to avoid unpleasant surprises. However, sometimes the latter plays tricks on us. If an item becomes unavailable during the processing of your order, we will be happy to offer you a similar product, reimburse you on the initial payment method or give you a credit note.

Shipping conditions

Horace Jewelry is not responsible for additional customs fees upon receipt of your package. These charges are sometimes observed for shipments outside of Canada. Please check with your customs office to avoid additional charges.

"Lever-back" earrings
Some of our earrings are sleeper type with a shank made of malleable silver. It can move slightly at times which makes the loop closes less well. They aren't necessarily broken and can often be fixed with a simple little trick.
Here is a video that shows how to replace the rod (right here). Simply push on this one upwards and bring it straight into the opposite notch.

For any further questions, please contact customer service via our email address: service@horacejewelry.com