How does made-to-order work?
Made-to-order allows you to reserve a design that is currently out of stock. When you place a pre-order, our client relations team will contact you to finalize the details of your order. In order to request a made-to-order design, the client will need to make a 50% deposit of the estimated cost of the order. Most pieces are available to ship within 6-8 weeks. If we can get it to you sooner, our team will let you know.
What if my order weighs less than estimated?
Because items are hand-made & hand-finished, weights can sometimes vary between two identical items. When you place an order, our team will provide you with an estimated weight. If the finished product weighs less than the estimate, the difference in cost between the heavier estimate and the actual, lower weight will be refunded to you back to your original method of payment.
Where do I find my order number?
If you have an account with HCJ online, please log in and navigate to the “orders” page. If you decide to utilize guest checkout, you can find your order number in the order confirmation email that you received when placing your order.
Can I cancel or update my order?
If you need to cancel or update your order, please contact email@example.com within 24 hours of placing your order, and our team will do its best to cancel your order for you.
If the order has already shipped, it cannot be canceled. Please note, customized orders cannot be canceled once the order has been placed. Made-to-order items also cannot be canceled.
Can I change my address?
HCJ requires that your billing and shipping address be the same when placing your order. Depending on the courier used, you may be able to submit a request to change your delivery address. Please contact the carrier directly for more information.
How do I track my order?
Once your order is packed and ready to ship, you will receive a tracking number. Please use that tracking number to keep an eye on your order status.
Is my order packaged in discreet packaging?
Yes, your order will be shipped to you in discreet packaging so handlers are unaware of the contents of the package.
Where do you ship to?
It is our pleasure to ship to the following countries. Please note that we are only able to ship to you if your billing address and shipping address are the same. We do not ship to PO boxes, APO or FPO addresses, or parcel lockers.
Canada & the United States of America
Hong Kong, Singapore, Malaysia
Qatar, Saudi Arabia, United Arab Emirates
What Does Made-To-Order Mean?
An item made-to-order is made specifically for you. Sometimes, we might have a style that was in-stock, but isn’t any more. If you are interested in that style, you can have it made-to-order. Typically, a made-to-order item will ship in 6-8 weeks, but it can take a bit longer.
What are the delivery charges and timeline?
Our goal is to deliver the best customer experience possible. If your order value is more than $500.00, HCJ offers complimentary priority shipping.
If you’re in the Lower Mainland, HCJ offers complimentary same-day delivery if the order is placed before 4:00 PM on orders above $500.00. HCJ strives to get your order to you as quickly as possible, and that is our promise.
If you decide to exchange your order, delivery charges will be deducted from your exchange credit.
Will I be charged duties and taxes?
HCJ will collect GST, PST, and/or HST based on your province of residence.
USA & Other International Shipments:
If ordering from the USA, or other countries, taxes and/or duties will be the customer’s responsibility. For more information, please contact your local customs office. Please keep in mind that HCJ cannot reimburse you for duties and taxes paid upon delivery. If you decide to exchange your order, HCJ cannot reimburse you for duties and taxes.
Foreign Transaction Fees
At times, foreign banks might charge international fees on your order based on your payment method. We do not collect these fees and are not able to provide a refund for these foreign transaction fees.
Is signature required upon delivery?
Yes. Signature is required for delivery.
Returns & Exchanges
Do you have a return and/or exchange policy?
At this time, HC Jewellers does not offer returns. A client may, however, initiate an exchange within 7 days of receiving their purchase. In order to initiate an exchange, please email firstname.lastname@example.org.
HC Jewellers will only accept an exchange if the item is returned free of damage, at its original weight, with all of its original packaging, documents and tags intact. If the item fails to meet these requirements, an exchange will be refused.
How do I start an exchange?
Please email email@example.com if you would like to initiate an exchange, and our team will be happy to help you! HC Jewellers will only accept an exchange if the item is returned free of damage, at its original weight, with all of its original packaging, documents and tags intact. If the item fails to meet these requirements, an exchange will not be allowed.
Can I exchange an item in-store?
If you made the purchase online, we would be happy to exchange your purchase in-store within 7 days of receiving your order. HC Jewellers will only accept an exchange if the item is returned free of damage, at its original weight, with all of its original packaging, documents and tags intact. If the item fails to meet these requirements, an exchange will be refused.
Do you offer gift cards?
Yes we do! We offer both digital and physical gift cards. Click here to purchase a gift card for someone special in your life.
Kindly note that discount codes cannot be applied to gift cards. HCJ reserves the right to cancel orders for gift card that have utilized a discount code.
How do I redeem my gift card?
During checkout you can redeem your gift card by clicking on “apply a gift card.” Use the code provided to redeem the gift card amount.
You can also redeem your gift card in-store. Please bring your physical or digital gift card with you and our team will be happy to give you a hand.
What payment methods do you accept?
We accept a variety of payment methods! Your payment method is charged when your order is placed — this includes any items made-to-order.
We accept Visa, Mastercard, and American Express at this time. Kindly note that at times transactions might be declined by your credit card provider, and that HCJ does not have control over this.
We do not accept prepaid credit cards, or Visa/Mastercard gift cards.
How do discount codes work?
All you have to do is enter the code at checkout! A limit of one (1) code may be applied to each order. HCJ retains the right to invalidate orders that use more than one discount code.