RETURN POLICY
Refund / exchange within 30 days of receipt of the package (excluding delivery charges). Items must be in their original packaging, have not been worn and show no signs of wear. We reserve the right to refuse an exchange or refund if these conditions are not met. These deadlines are extended for the holiday season.
No refunds or exchanges on sale items, inventory sale items, sample sales items and custom jewelry. For hygienic reasons, items in the "merch" section and hair claws are neither refundable nor exchangeable.
If one or more items are missing from your order, you have 14 days following receipt of the package to notify us.
You will have to assume the return cost of a bubble envelope and a stamp at $ 2.09. Know that you can reuse our envelope. We ask for these precautions to avoid transport problems.
Please note that if the return instructions have not been followed and the item is damaged or lost, we will not be able to process the request.
Our address: 512 rue Notre-Dame, Repentigny, Québec, J6A 2T8
For purchases made at one of our retailers, please contact the store first.
Please note that once your request is processed, we will contact you by email to notify you.
Refunds will be made using the same method of payment. Once the refund is processed, it will appear within 3-5 days.
Return Form (to print and send back with the item)
GUARANTEE
We take the satisfaction of our customers to heart. Please always contact us by email before sending your jewelry for warranty related requests. In order for us to process any warranty claim, please include a photo, full name of the person who ordered, and your order number. Our email address: service@horacejewelry.com
For any chain or link breakage following normal use, we always offer free repair. For shipping, please see our return / exchange policy above.
If you receive a jewel that does not close properly (necklace, bracelet, anklet) or a pair of defective or "loose"* earrings, please contact us immediately so that we can help you resolve the problem. Do not wear the jewel/earring in question. If you wear them and lose them, we cannot replace them.
* For sleeper type earrings, you should hear a small "click" when closing them. If not, the loop may be loose. So you must contact us before wearing them.
Note that we do not offer pure gold jewelry, but gold plated jewelry between 14k and 18k. This color is durable but not immutable. It is natural that over time and with normal use, the color of the plating will fade or wear off. Our care recommendations must be followed in order for the jewel to have a normal lifespan.
Our care recommendations have been established so that you can enjoy your jewelry for as long as possible. If these have not been respected, we will not be able to apply the warranty. Also note that discoloration due to improper maintenance and use is not covered.
Here is our warranty policy according to the different materials:
Brass-based jewelry:
3-month warranty on abnormal shifting and premature breakage.
We reserve the right to assess each situation.
.925 silver
Guarantee up to 6 months on premature breakage based on reasonable use. Please note that each situation will have to be evaluated by a member of our team before granting the warranty.
.925 silver gold plated
Warranty up to 6 months on premature breakage and 3 months on premature discoloration under reasonable use. Please note that each situation will have to be evaluated by a member of our team before granting the warranty.
Stainless steel and gold-plated stainless steel
3 month warranty on premature breakage and fading.
Please note that each situation will have to be evaluated by a member of our team before granting the warranty.
Hair accessories
3 month warranty on premature breakage.
