Shipping & Return Info
VIA INSURED FedEx PRIORITY OVERNIGHT*
Carnabys’ offers complimentary shipping on all jewelry shipped in Canada via FedEx® Priority Overnight and to US via FedEx® Express Shipping.
For international orders over $200, Carnabys’ offers complimentary shipping via DHL® Express Shipping.
You’ll rest assured knowing precisely what day your order will arrive. If you wish, you can also follow every step it takes along the way with detailed order tracking.
THE CARNABYS ASSURANCE
INSURANCE AT EVERY STEP — From our door to yours, all Carnabys’ shipments, including returns, are fully insured at zero cost to you
DELIVERY OPTIONS — Ship items to your home or office, we make our delivery as bespoke as our products.
DESCREET PACKAGING — Jewellery delivery will arrive in a descreetly marked package so your secret will be safe. Every piece of Carnabys’ jewellery comes in a luxurious package that will make the presentation unforgettable.
SHIPPING TO AN INTERNATIONAL ADDRESS — Carnaby’s offers free shipping over $200 for all of our international customers. For more information please visit our International FAQs.
BUY ONLINE, PICK-UP IN-STORE — Whether you need to absolutely preserve a surprise, or just want added peace of mind, you can pick up any item over at our Liberty Village location free of charge.
Free return shipping applies to Canadian customers only and is limited to two per customer within 30 days.
To return an item, simply follow these return procedures:
- To begin an RMA process, please contact our Customer Service department at firstname.lastname@example.org
- Advise the associate that you wish to return your online order and provide them with the order number and they will assign you an RMA number.
- Within one business day of your phone call, we will email you a pre-paid, fully insured FedEx 2-Day label, along with instructions on how to safely and securely package your items.
- Take your order and the label to the nearest FedEx location and simply mail it back to us. If you need packaging materials, FedEx will assist you – please pack your item carefully and it MUST be free of any dents, scratches or other discernable damage.
- Your return order should arrive in our office within two business days (excluding weekends and holidays).
- If the item meets the return criteria, your refund will be processed within two business weeks, in the form of the original purchase method. Bank wires will be refunded via company check.
- For all international orders, a charge of $30 US for returns will be required
Additional Terms & Conditions
- International returns are not subject to our free return policy, and ALL bespoke, custom or special orders are not returnable.
- Items sent to our office without an RMA number, packages shipped beyond the 30-day return period, or packages that are improperly packaged or uninsured will not be accepted.
- Returned merchandise must be undamaged and in “new and unused condition” to be deemed acceptable for refund or exchange. Items showing obvious signs of wear or alteration by a jeweller other than Carnabys will not be accepted.
- Loose diamonds must be accompanied by the original laboratory grading report, or a $150 charge will be assessed to replace the certificate if lost
- We cannot resize eternity bands and tension rings, as they need to be completely re-crafted. Therefore, it is very important that you order the correct size at the time of purchase. If you need help determining a ring size, use our handy ring sizer or contact our CSR team at email@example.com