Are Seraphine diamonds real?
Yes, all Seraphine jewelry features lab-grown diamonds, which are genuine diamonds created using cutting-edge technology to replicate the beauty and quality of natural diamonds. Every lab-grown diamond we offer is accompanied by a detailed grading certificate.
Do you offer a warranty?
Seraphine Inc. guarantees that all products sold on our website are free from manufacturing defects in materials and workmanship under normal use for a period of one (1) year from the date of purchase. This warranty is valid only for products purchased directly from Seraphine Inc. or authorized retailers.
This warranty covers only manufacturing defects, including issues with materials and craftsmanship. It does not cover damage resulting from normal wear and tear, accidents, misuse, unauthorized alterations, improper care, or negligence. Examples of exclusions include, but are not limited to, scratches, discoloration, dents, and loss of stones due to impact.
To make a warranty claim, please contact our customer service team at info@seraphinejewel.ca with proof of purchase, a description of the issue, and photographs of the product. Upon reviewing your claim, we will inform you of the next steps, which may include sending the product to us for inspection.
If the product is found to have a manufacturing defect covered under this warranty, Seraphine Inc. will, at its discretion, either repair or replace the item at no cost to you. If a replacement is necessary and the original product is no longer available, we may replace it with a comparable item of equal value.
The customer is responsible for covering the shipping cost to send the product to Seraphine Inc. for warranty assessment. If the claim is approved, Seraphine Inc. will cover the return shipping cost to send the repaired or replaced item back to the customer.
This limited warranty is exclusive and in place of all other warranties, whether express or implied, including warranties of merchantability and fitness for a particular purpose. Seraphine Inc. shall not be liable for any indirect, incidental, or consequential damages arising from the use of its products, even if advised of the possibility of such damages.
What is a Made to Order (MTO) item?
All of our products are MTO. A Made to Order item is a piece of jewelry crafted specifically for you after your order is placed. Unlike ready-to-ship items, these pieces are not pre-made and are meticulously designed and created according to your selected specifications, such as size, material, or customization requests. This process ensures a unique and personalized piece but may require additional production time before shipment.
Do you offer ring resizing?
We offer one complimentary resize for rings within one year of purchase. To request a resizing, please email us at info@seraphinejewel.ca, and we will provide detailed instructions on how and where to send your ring. Please note that rings sent without prior authorization for resizing will not be accepted. Shipping costs for sending the ring to us are the responsibility of the buyer.
Didn’t find what you’re looking for?
We hope you were able to find the answer to your question(s) in our FAQ section. However, if you need further assistance, please feel free to visit Contact Us page.
Shipping
After placing my order, how long does it take to ship out?
Due to the custom nature of a Made to Order item, production time is required before your piece is ready to ship. Typically, this process takes 6-8 weeks, depending on the complexity of the design, current order volume and the certification delay of International Gemological Institute . Once your item has been crafted and quality-checked, you will receive a shipping confirmation email with your tracking details.
Once my order ships, how long will it take before it’s delivered?
Once your order ships, delivery typically takes 2–7 business days with standard shipping. The delivery might delay if you are located outside of Canade and USA.
How can I track my order?
You will receive a shipping confirmation email once your order has been packed at our warehouse. This email will include your tracking number. After the carrier picks up your package and scans it, the tracking information will be updated. You can track your package’s progress by clicking the tracking number in the email. Please note that it may take up to 48 hours for the tracking number to become active.
Returns
What is Seraphine’s return policy?
Final Sale Items: Some items are marked as final sale and cannot be returned, exchanged, or refunded. These include custom orders, personalized or engraved items, and items bought on sale.
Eligibility for Returns: For items eligible for return, you may request a return within 14 days of delivery, provided that the items are unused, in their original condition, and include all original packaging, tags, and accessories. Returned items showing signs of wear, alteration, or damage will not be accepted and will be sent back to the customer at their expense.
Return Authorization: To initiate a return, please contact our customer service team at info@seraphinejewel.com to obtain a Return Authorization. Returns without prior authorization will not be accepted. Customers are responsible for return shipping costs unless the item received was incorrect or defective.
Return Shipping and Responsibility: Customers must carefully package and ship return items to ensure they arrive in good condition. We recommend using a trackable shipping service and purchase insurance. Should you choose not to purchase insurance, you will be held responsible for any damage incurred. Seraphine inc. cannot be held liable for returns without tracking or delivery confirmation verifying that the package was received at our store. Kindly package your returns in the original outer box or a sturdy alternative shipping box, using proper packing materials to ensure the items arrive at our store in good condition.
Inspection and Refund Processing: After receiving and inspecting the returned item, we will process a refund to the original payment method within 7 to 10 business days. Refunds may be delayed if additional verification is needed by your financial institution.
Restocking Fees: Seraphine Inc. reserves the right to charge a restocking fee for returned items valued at over $3,000 CAD. This fee will be deducted from the refund amount and is determined based on the type and condition of the returned item.
How long will it take before I receive my refund?
Upon receiving your return package, our returns department will require up to 5 business days to process it and issue a refund confirmation email. After processing, please allow your bank approximately 7–10 business days to reflect the refunded amount in your account.
My Order
How do I pay for my purchase?
We offer two interest free installements: a first down payment of 50% of the price displayed on our website, and a final payment adjusted based on the diamond’s final carat weight as verified by the IGI certificate, plus all applicable taxes base on the final value of the item. As the carat weight might vary slightly from the description provided on our website, the second payment will reflect this variation; however, the total amount payable will not exceed the price listed in the product description.
You will be notified of the second payment amount after we obtain the IGI certificate, and we will proceed to ship your item once the second payment is completed.
Can I cancel or adjust my order after it has been placed?
If you wish to cancel or modify your order, please contact us immediately, as changes can only be made within 24 hours after the order has been processed. .
Can I cancel or adjust my order after it has been shipped?
Unfortunately, we are unable to make changes to your order after it has been shipped. However, once you receive your order, you may return it for an exchange or refund by following the instructions provided in our return policy.
