Delivery and return policies

OUR DELIVERY POLICY FOR PURCHASES ON ONLINE

What are the delivery policies?

Shipping is free throughout Canada, regardless of the amount of the purchase. In the United States and Europe, the different options and rates will be automatically proposed to you when you check out. Outside of these geographical areas, please contact us and we will be able to inform you about the delivery and the costs that will be charged to you. For any further information, you can also contact our customer service by clicking HERE.

Your parcel will be sent with the following modalities:

• Full insurance of your package
• Canada Post tracking number
• Signature of an adult is required upon receipt of the package.
  
  

It is important whether your address is residential or commercial. We cannot ship to a P.O. Box as a signature is required on receipt.

Once your order has been shipped, you will receive a shipping confirmation email with your tracking number. 

For customers who wish to come and pick up their order directly at the workshop,  simply select the '' option Pick up on on site when you check out.

Do I have to pay taxes and customs duties?

Please be advised that all taxes (other than GST/QST), applicable fees and brokerage fees will be the client’s responsibility.

OUR RETURN POLICY FOR PURCHASES ONLINE

Can I get a refund? can I get my money back?

Flamme en rose only offers you the possibility of a refund on jewellery if the value does not exceed $500. If your purchase does not exceed this value before taxes, your jewellery is eligible for a full refund within 20 days of purchase. However, the following conditions must be met:

• Only items that were shipped to Canada are accepted. Consequently, all international purchases are final sale.
• The piece must be in perfect condition and must never have been worn.
• If the item in question is a ring, it must not have received a sizing or a custom engraving.
• If your initial purchase included several items, only one piece will be allowed to be returned. This policy is applied to prevent abuse.

Any refunds will be made via the same method of payment used at the time of purchase. Please note that delivery and return costs are not refundable.

We will gladly provide you with a secure Canada Post return label to make this step quick and easy for you. The cost of this return label will be deducted from your order in the case of a refund. Please refer to our 'How to make a safe return by post'' below to return your jewellery safely.

Can I make an exchange?

For all jewellery purchased online valued at 1500$ and less before taxes We offer you the possibility to exchange your purchase if it does not meet your expectations. Your purchase is eligible for our return for exchange policy within 20 days of the purchase date. However, the following conditions must be met:

• Only items that were shipped to Canada are accepted. Consequently, all international purchases are final sale.
• The piece must be in perfect condition and must never have been worn.
• If the item in question is a ring, it must not have received a sizing or a custom engraving.
• If your initial purchase included several items, only one piece will be allowed to be returned. This policy is applied to prevent abuse.
• You can exchange your purchase for one or more items when the total amount is more or less 200 $ near your initial purchase price. Any balance below the initial amount will be refunded and any balance over the original amount will be charged.
  
  

  Please note that shipping and return fees are not refundable. We will gladly provide you with a secure Canada Post return label to make this step quick and easy for you. The cost of the return label will be deducted from your credit in the case of an exchange. Please refer to our''How to make a secure return by mail'' section below to return your jewellery safely.

How to securely prepare a return shippement.

If your purchase qualifies for one of our return policies, here are the procedures to follow in order to safely ship the piece back to us:

1. Contact us first to explain the reason of your return.
2. Make sure that the piece is well packed and well protected. Include all items that you originally received in your package (box, diamond certificate…).
3. Include your online purchase confirmation number.
4. We will send you a secure Canada Post return e-mail. Please follow the instructions provided by Canada Post on this label to properly return your package.
5. Please note that return shipping fees are non-refundable. We will be happy to provide you with a secure Canada Post return label to make this step quick and easy for you. The cost of the return label will be deducted from your order for a refund and from your credit for an exchange.
   
   

By following these simple steps, you can rest assured that your package will be safely delivered.

Once we receive your package, we will contact you within 5 business days to process your order. exchange or reimbursement.

If you have any further questions regarding the procedure for returning your jewelry to us contact one of our customer service representatives, by phone at 514-613-3445, or by email at the following address: admin@flammeenrose.com

What if my ring size is wrong?

You didn't order the right ring size? Don't worry, Flamme en rose offers you the  first adjustment free of charge, if the size difference is only 1 or 2 sizes up or down. For any other major adjustment their will be additional charges.

Only rings sold in Canada could be returned and must have been purchased less than 20 days prior.

• The ring must not show any traces that it has been worn (micro-scratches, impacts, etc.).
• The ring must not have been previously sized, by us or any other jeweller.
• The ring can not have a custom engraving on the inside.

If all of the above conditions are respected, the first resizing is free of charge.

It will be our pleasure to provide to you, a prepaid return shipping voucher for Canada post, in order for the return shipping process to be quick and simple.

How can I know the size of my finger?

If you do not know the size of your finger, please contact us and we will be delighted to send you a  ring sizer, click here free of charge!

What is the delay when I order a jewel online?