Refund policy

Last updated: September 30, 2026

Every necklace in our store is made to order just for you. Because of this, we cannot accept returns or exchanges for change of mind, but we will always make it right if something goes wrong with your order.

Damaged, defective or wrong item

If your item arrives damaged, defective, or is not the item you ordered, contact us within 30 days of delivery at canadacanadawatch@gmail.com with your order number and a clear photo of the item and packaging. Once confirmed, we will send you a free replacement or issue a full refund, whichever you prefer. You do not need to send the item back.

Lost packages

If your tracking has not updated or your order has not arrived, please contact us within 30 days after the estimated delivery date. We will investigate with the carrier and send a replacement or refund if the package is confirmed lost. If tracking shows the package as delivered, please check with neighbours and your local post office first.

Cancellations

Orders can be cancelled for a full refund within 12 hours of purchase. After that, your piece has already gone into production and the order can no longer be cancelled.

Personalized items

For personalized items (such as name necklaces), please double check the spelling before placing your order. We cannot refund or replace items made exactly as entered at checkout.

Incorrect address

Please make sure your shipping address is complete and correct. We are not responsible for orders delivered to an incorrect address entered at checkout. If you notice a mistake, contact us as soon as possible and we will try to update it before your order ships.

Refunds

Approved refunds are issued to your original payment method. Depending on your bank, it can take 5 to 10 business days for the refund to appear on your statement.