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FAQs

See our most asked questions. If you still need more information please reach out!

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FAQ

Our main manufacturer

Our main manufacturer (where 80% of our products are made) adhere to the strictest standards when it comes to producing our products

Accredited in the Signet Responsible Sourcing Protocol.   A third party verification company for diamonds, gold, and the 3T’s to ensure a conflict free supply chain

Complaint with the Dodd Frank Act Compliance policy. Our manufacture does not use any mental in their products which come from conflict areas as outlined in the Dodd Frank Act. They are able to trace the source of their materials from their suppliers and only use those who are compliant with the act and can provide evidence of compliance.

Our manufacturer is a certified member of the responsible jewellery council.
RJC is the global membership and standards body for responsible jewellery throughout the entire supply chain – from mine to retail.

Our manufacturer has adopted and anti-money laundering policy in recognition with the responsibilities of the USA Patriot Act, the Bank Secretary Act (BSA) and other related money laundering regulations

How can i keep my jewelry from tangling?

We offer necklace detanglers that come in gold filled or sterling silver. It is available in 2, 3, or 4 clasps, perfect for layering necklaces.

I don't know my ring size, how do I find out?

We have a tool that can help you determine your ring size here

RING SIZER

How do I take care of my item(s)?

Remember, your pieces are only as good as you treat them. Repeated exposure to the elements will dull even the strongest elements (like solid gold).

We like to go by the last on first off rule.  Put your jewelry on last, and let it be the first thing you take off. This way, you will avoid contact with lotions, sprays, shower etc…

Use a clean cloth to clean your silver or gold filled items, even your cubic zirconia jewelry. There are various jewelry cloths that will do this. If you don’t have one, a gentle cloth will work. Do not immerse in harsh chemicals or ultrasonic cleaners.

Orders

Can I leave a note during check out?

Absolutely! There is a notes section at checkout and we can offer to write it on a card.

Gift cards

If you have a gift card, please enter the details upon check out to activate the dollar amount on the card.  It is possible you may be charged an international transaction fee by your bank if you are shopping outside of Canada or the US. Please inquire with your bank or credit card company before checking out. Olaeda is not responsible for any international transaction fees charged to you by your bank or credit card.

Can I change my order?

We'll do our best if you email us ASAP. We try to work on our orders as soon as they are in, so if the order is in progress, or has been shipped; unfortunately it can’t be changed.

Can I cancel my order?

You can cancel your order, provided we have not started working on it, or it hasn’t been shipped. There will be a 10% charge of the entire order value, in order to cover the service fees charged to us from the original transaction. Please ensure you review your order carefully. We will ship all orders according to the address listed on the order form, so please enter carefully and double check the information is correct. 

Do you accept custom requests?

Custom orders are special orders which are created at the request of the customer and to the customer’s specifications. This may include items that are not regularly stocked or a complete handmade order. Each custom order is carefully evaluated and the final cost depends on the level of detail, materials used and the complexity. For this reason; custom orders are non-refundable. 

We require an initial payment of 50% deposit for us to begin processing your order. If you change your mind about the design after we have started processing your order, you will be required to pay a surcharge. This is to compensate us for time spent on your order, so please choose your designs carefully. The deposit is also non-refundable.

We will do our best to make sure you are happy with your purchase! We will send you photos of your piece during the making process so that you know exactly what you are getting! Please send us an email if you have any questions.

What payment options do you accept?

We accept the following payment methods from online customers worldwide: 

Visa

MasterCard

American Express

Paypal

Cash & Debit (in studio, along with the above)

Can I pick up my order?

Yes! If you are in Toronto, you have the option to pick up your order at our boutique. Just select curbside pickup as your option when checking out. Once your order is complete, you will be notified via email.  Pick up can be done during the Loki Studio operating hours. Please check their hours before arriving.

How far in advance do I need to place my order?

Most items online are in stock and ready to ship (with the exception of some robe styles, colors, and sizes and any PRE-ORDER items). 

We generally are able to accept rush orders within 45 days for a fee of $35. Please contact us prior to purchase with the style name, color, your wedding date and country so that we can let you know if there is time in our schedule to make your piece and what shipping option will best meet your requirements. The “rush order fee” covers the cost to make a last minute item. This fee, however, does not cover any shipping upgrades that you may want to purchase additionally. 

Can I apply more than one discount code?

Unfortunately, Shopify does not allow for more than one discount code to be entered during check out. We also can not manually apply additional discounts to your order after they have been placed. Only 1 discount code can be entered per order as this is the limitation of Shopify.  

Shipping questions

Do you offer free shipping?

Yes, we offer free shipping on orders over $150 in Canada. For Canadian orders under $150, our flat rate is $10. All US orders are $10 and international is $20.

We also offer free local pickup at our Toronto studio (Dufferin & Tycos).

Returns questions

What is your return policy?

We offer returns within 7 days of receiving the item(s). Items must be unworn and returned in original packaging to our studio with tags still on (as it was received). For more information, please check out our return policies.

How much is the return shipping fee?

Return shipping is paid at the buyer’s expense. We suggest you use a traceable method as we cannot be responsible for lost or stolen items. 

How can I make an online return?

Prior to sending your items back to our studio, please send us an email. Check our return policies page for the return address.

How long will it take to receive my refund?

Full refund will be issued in the manner for which the item was paid. We will notify you once the refund has been made. 

Secure transactions

Transactions are handled with bank-grade security.

Simple checkout

Our secure checkout is quick and easy to use.

Get in touch

Have questions? Get in touch with us at any time.

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