Frequently Asked Questions

Returns & Refunds

How do I request a return?
We do not usually take returns. Your satisfaction is our number one priority. We do take each situation in consideration. For eligible items must be submitted within 7 days of delivery. To request a return, email us at kallitorontojewelry@gmail.com with your order number, a description of the issue, and clear photos and/or videos of the item, packaging, tags, and any concerns.

What condition must items be in to be eligible for a return?
Items must be unworn and unused, in the same condition as received, and returned with all original packaging, tags, and included materials. If any of these are missing, damaged, or altered, the return may be denied.

Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrived damaged or there was an error with the order.

Custom Jewelry

How long does custom jewelry take?
Custom jewelry takes approximately 2-6 weeks to process. Most orders are completed sooner when possible. Processing time is separate from shipping time.

Can I cancel or change a custom jewelry order?
You have 15 minutes from the time your order is placed to request a cancellation or make changes. After this time, production begins and your order cannot be cancelled, changed, refunded, or exchanged. All custom jewelry orders are final sale.

What if I notice a mistake with my custom order?
Please contact us immediately at kallitorontojewelry@gmail.com. We will do our best to assist you, but changes may not be possible once production has started.

Pre-Orders / Made to Order

How do pre-orders work?
Pre-order items are specially ordered or prepared for you. They take approximately 3-17 business days to process before shipping. Processing time is separate from shipping time.

Can I cancel a pre-order?
You have 15 minutes after placing your order to request a cancellation. After this time, made to order items cannot be cancelled as processing will begin. All pre-orders are final sale. No refunds or exchanges once the cancellation period has passed.

What if my pre-order is delayed?
If your order requires additional time, you will receive an email from kallitorontojewelry@gmail.com with an update. You'll have the option to continue waiting or request a refund if the delay doesn't work for you.

What happens if I order a regular item along with a made to order or custom jewelry piece?
If your order includes both a regular in stock item and a made to order or custom jewelry piece, your entire order will be shipped together once your made to order or custom item is complete. This helps ensure your order arrives in one shipment. If you need your in stock item sooner, please contact us before placing your order to discuss separate shipping options, which may require an additional shipping fee.

Damaged & Incorrect Items

What should I do if my item arrives damaged or incorrect?
Please contact us within 48 hours of receiving your order at kallitorontojewelry@gmail.com with your order number and photos and/or videos of the damaged or incorrect item. We'll review your case and work with you for the best resolution possible. Your satisfaction and pleasant shopping experience is our priority!

Shipping

How does shipping work?
Processing times and shipping times are separate. Shipping begins once your order has been completed and shipped. Delivery estimates are provided by the carrier and may vary.

What is KALLI TORONTO not responsible for?
We are not responsible for delays caused by shipping carriers, weather conditions, customs processing, incorrect shipping addresses provided by the customer, or other delays outside of our control.

What if I entered the wrong shipping address?
Customers are responsible for ensuring their shipping address is correct before completing checkout. KALLI TORONTO is not liable for orders shipped to an incorrect address provided at the time of purchase. Please contact us as soon as possible when you notice. If your order is not shipped out yet we will try to correct the shipping address.

Lost or Stolen Packages

What happens if my package is lost or stolen?
Once an order has been shipped and tracking confirms delivery, KALLI TORONTO is not responsible for lost or stolen packages. We recommend shipping to a secure location whenever possible.

Do you require a signature for high-value orders?
Yes, signature confirmation is required for higher-value orders to help protect your purchase.

Jewelry Care

How do I care for my jewelry?
To maintain the quality and appearance of your jewelry: avoid contact with water, perfumes, lotions, and harsh chemicals; remove jewelry before swimming, showering, exercising, or sleeping; and store jewelry in a safe, dry place when not being worn. Jewelry finishes may naturally change over time depending on wear, care, and exposure. Bendable fine jewelry for example, herringbone chains are easily able to bend. Please remove chains such as these before working out, showering and going to bed.

Product Details, Sizes & Variations

Why does my item look slightly different from the photos?
Due to lighting, screens, handmade processes, and natural materials, slight variations in colour, texture, or appearance may occur.

Who is responsible for selecting the correct size?
Customers are responsible for selecting the correct size for rings, bracelets, necklaces, and other sized items. If you have questions about sizing before purchasing, reach out to us at kallitorontojewelry@gmail.com we're happy to help.

International Orders, Tariffs & Customs

Are international customers responsible for customs fees?
Yes. International customers are responsible for any customs fees, duties, taxes, or import charges required by their country. International delivery times may vary due to customs processing and are outside of KALLI TORONTO's control.

Contact Us

How can I get in touch?
For any questions or concerns, please email us at kallitorontojewelry@gmail.com. We appreciate your support and are grateful to create pieces for you. ✨