FAQ

SHIPPING

The shipping and processing times depend on the items you're ordering and credit verification. The status of each product is indicated on each individual product page, as well as the estimated shipping date.

In stock: Shipping timelines are usually within 2-3 business days from today's date, but be sure to note the estimated shipping date on each individual product page. You'll see it above the "Add to Bag" button.

If you're ordering multiple pieces and the status and shipping date of each are different, the order may be split in two or it may ship on the latest date.

Shipping time may vary, as it is subject to flight availability and progress of customs clearance and aviation security check, etc. Shipping time depends on the country of delivery at shipping service selected:

 

Standard shipping: 7-14 from the dispatch date to arrive.

 

Express shipping: 2-3 from the dispatch date to arrive.

 

Delivery details will be provided in your order confirmation email. *The estimated shipping timelines are listed above and do not account for any unforeseen delays on the courier's end.

We use major reliable (UPS, Aramex) courier and local courier partners. *Subject to change without notice.

I would like to track my package.

Your tracking number will be emailed to you when your order is dispatched so that you can check on the status of your parcel. If you have not received this email, please contact us to request an update, by providing your order number.

The shipping fee is charged based on the subtotal before taxes and discounts.

 

*Rates could be found upon checkout and are subject to change and discounts without notice.

We do our best to ensure your item(s) arrive in perfect condition. However, in the unlikely event that your package arrives in a damaged condition, please accept the delivery and contact us so that we can assist you with your order as needed. Please note that if you refuse your order, or any part of it without authorization, you will be responsible for all shipping related charges.

If duties and taxes have been prepaid during checkout, you should not be responsible for any charges upon delivery. Should there be any charges on the delivery, we shall reimburse all in full upon proof of payment and the successful delivery of the package.

*Due to recent government policies, orders shipped to Mainland China may be subject to customs or import duties and tax charges once they reach their destination country. We do not cover this cost so you will be responsible for paying any import charges that may be added. As customs vary from country to country, unfortunately, we can’t advise on these charges and would recommend you contact your local customs office for more information before placing your order.

Once an order has been placed we are unable to make any changes or cancel your orders. You can return your order once you have received it, please find further details in our Returns & Exchanges section.

Free shipping policy.

Receive free Standard Shipping site-wide, excluding taxes. Offer available in selected countries only, and subject to change without notice.

Should your address be inaccurate, please do contact us as soon as possible. We shall try our best to assist your needs. If the order is dispatched, we suggest you contact the courier directly as we are unable to guarantee successful delivery and are not liable for any lost packages.

We are able to offer premium shipping service due to our efficiency in shipping your orders to you safely. All pieces are all made in our studio located in Canada, and they are carefully looked after by our warehouses located in Canada (North America) and Hong Kong (APEC).

Shipping restrictions and countries.

We currently ship to all countries found in the drop-down list during checkout. *Countries listed are subject to change without notice.

 

For orders shipped to P.O. Box addresses, rural postal codes, and remote locations considered "beyond points", please allow additional time for orders to be shipped. Please note that additional charges may apply for remote locations. 

 

Please note that we are not liable for any lost packages that have been shipped to any of the locations mentioned above.

Contact us, and we'll try our best to accommodate.

RETURNS & EXCHANGES

Returns and exchanges are permitted (excluding earrings for personal hygiene reasons) within 14 days of your purchase based on the delivery date.

Refunds will come in the form of store credit only.

Once a request for an exchange or return has been submitted, items must be received within 30 days (extended for COVID-19). Returned goods must be received in unworn condition and have no signs of wear or damage, in their original packaging with proof of purchase. 

*Should the returned item not meet the above return guidelines, Fedoma has the right to deny a return.

For exchange or repair approval, please submit a request via our return center.

Promotions and events

We understand that you might have purchased a product recently that has now been reduced in price. Unfortunately, we cannot refund you the price difference if this occurs as all sales and promotions are final.

We understand that you might have purchased a product recently that has now been reduced in price. Unfortunately, we cannot refund you the price difference if this occurs as all sales and promotions are final.

The customer is responsible for shipping the package back to us (we cannot provide a prepaid shipping label). Customers are urged to hold onto proof of postage as we're also not responsible for returns lost in the post.

 

For all exchanges due to change of mind or sizing issues, we are unable to cover the return shipping cost. We are also unable to generate a return label for that matter. 

 

Depending on the location of return, below are the return fees:

 

Canada: 15USD fee will be deducted from your refund.

Hong Kong: Your return is on us!

Items purchased during a preorder period are not eligible for a refund, store credit, or exchange. We also cannot cancel orders that are placed during a preorder period at any time before shipping.

PRODUCT CARE & MATERIALS

A little love goes a long way! When not wearing your jewellery, be sure to store it in the anti-tarnishing pouch it came in (We suggest removing the piece from the jewellery box once worn as the box is sensitive to humidity and intensify tarnishing for silver pieces). This helps prevent scratching and maintains color for vermeil and silver pieces. Always remove your jewellery when applying scents, lotions, and sprays - or even better, always put your jewellery on last before heading out the door.

The materials used in each product are listed on the individual product page.

All pieces are all made in our studio located in Canada, they are carefully looked after by our warehouses located in Canada, United States and Hong Kong (APEC).

First off, our apologies! Please send your order number and a photo of the defective or incorrect piece to support@fedomajewellery.com and our Customer Support Team will be happy to help resolve right away.

Of course, you can! However, we don't recommend having our products worked on by outside jewelers as this voids any potential for refund or replacement (should a defect develop due to their work). This includes resizing or any type of repair work.

We do not currently offer any repair or resizing service. If your Fedoma piece is defective, please send your order number and a photo of the defective to support@fedomajewellery.com and our Customer Support Team will be happy to help resolve it as soon as possible!

All Fedoma pieces come with a 12 month warranty!

We’ll take care of your product if any damage to the material or the workmanship of the jewelry occurs. Just contact us and we’ll send you a replacement.

We create handcrafted jewelry with ethically sourced materials that are made to last. We’re confident in the quality of our product hence the 1-year coverage. This also means that the warranty does not cover lost items, scratches that come with normal wear and tear (like a bent ring or broken chain), improper use or storage of your product, and any modification to your product done by a third party outside of Fedoma.

MORE QUESTIONS?

You can contact us via email support@fedomajewellery.com. We will be happy to assist you.