Shipping, Cancellations, Refunds And Returns

Personalized and hand made items require customization and design that is specific to you.

Currently, we are only selling jewelry in North America.

Processing And Shipping

We offer free shipping on all orders over $100 USD.  For all custom jewelry, please allow 5-8 business days to meticulously create and process your order.  Your jewelry will be shipped as soon as the processing time is completed.  

Shipping times are standard and we do our best to send your order out as quickly as possible to ensure expected time frames.  Please note, that we cannot be responsible for shipping delays or issues outside our control.

But we will always help you in any way we can!

Please review our refund & cancellation policies:

• If there are any changes you need to make to your order (For example: name, color, or size), we will gladly help you make these changes as long as the production process has not begun.
  
  Contact us as soon as possible OR at least within 24 hours if you wish to make any changes to your order.  You can contact us at support@catchthemoments.ca and we will do our absolute best to accommodate your order changes.
  
  
• If production has started and you need to cancel after the 24-hour cancellation period, your order will be subject to a 30% restocking fee. This means that we will only refund you partially and return 70% of your payment.  This is because the item is made to order, and it can no longer resold.
  
  
• If you placed an order but didn’t provide any information such as in the “Name” fields, we will hold your order until we are further notified on what to do.  If you wish to cancel at this time, we will give you a 100% refund since production was not started.
  
  
• If you received damaged or faulty goods due to a mistake we made, we will fully refund your payment or resend a new, corrected item with the same value for you as compensation.
  
  
• All refunds will be processed within 7 days from the date of cancellation.

We cannot issue the refund if:

• Your order does not meet your expectations due to factors within your control (e.g. sending the wrong product information to us due to a typo or misspelling or choosing the wrong size or color)
  
  
• Your order does not meet your expectations due to lightning or poor screen display of a photo
  
  
• Your order does not arrive due to factors within your control (providing the wrong recipient’s name, wrong address, etc.)
  
  
• Your order does not arrive due to exceptional circumstances outside our control (e.g. order delayed by the shipping company, delayed by a natural disaster, item not cleared by customs)
  
  
• All the non-quality problems of our customized items are not refundable (Damaged in shipping upon receiving the item(s))

Exchanges And Returns

• We cannot be responsible for any mishandling or man-made accidents of the item you purchased
  
  
• If you did not receive your item after the guaranteed period of 60 days, kindly submit a support ticket to support@catchthemoments.ca for us to follow up with you.  We guarantee that you will receive your items within a 60-day period.  If you don't receive it, we will send you a replacement at no charge.  If you fail to respond or provide the information required within that time period, we will treat it as if the item has been well received.
  
  
• We will not be responsible for your lost item if you provide us with the wrong shipping address or goods are held by customs.

 

 

Please be sure to contact us at support@catchthemoments.ca for full support on your purchase and give us up to 1 business day to respond to you!