FAQ

SHIPPING

In stock: In stock orders are shipped within 2-3 business days from date of order.

Pre-order: Please note the estimated shipping date on each individual product page. You'll see it below the "Add to Cart" button.

Shipping time may vary, as it is subject to flight availability and progress of customs clearance and aviation security check, etc. Shipping time depends on the country of delivery at shipping service selected: 

Standard shipping: 7-10 days from the dispatch date to arrive.

Express shipping: 2-3 days from the dispatch date to arrive.

If you're ordering multiple pieces and the status and shipping date of each are different, the order may be split in two or it may ship on the latest date.

Delivery details will be provided in your order confirmation email. *The estimated shipping timelines are listed above and do not account for any unforeseen delays on the courier's end.

PO box and Post office addresses are not supported for all countries.

Free international shipping is limited to countries found upon check out. *Supported countries and rates are subject to change and discounts without notice.

We currently ship to all countries found in the drop-down list upon checkout. *Countries listed are subject to change without notice.

Post offices and P.O box will not be supported.

For orders shipped to rural postal codes, and remote locations considered "beyond points", please allow additional time for orders to be shipped. Please note that additional charges may apply for remote locations. 

Please note that we are not liable for any lost packages that have been shipped to any of the locations mentioned above.

Is your country not on the list? Contact us, and we'll try our best to accommodate.

We do our best to ensure your item(s) arrive in perfect condition. However, in the unlikely event that your package arrives in a damaged condition, please accept the delivery and contact us so that we can assist you with your order right away. Please note that if you refuse your order, or any part of it without authorization, you will be responsible for all shipping related charges.

If duties and taxes have been prepaid during checkout, you should not be responsible for any charges upon delivery. Should there be any charges on the delivery, we shall reimburse all in full upon proof of payment and the successful delivery of the package.

*Due to recent government policies, orders shipped to Mainland China may be subject to customs or import duties and tax charges once they reach their destination country. We do not cover this cost so you will be responsible for paying any import charges that may be added. As customs vary from country to country, unfortunately, we can’t advise on these charges and would recommend you contact your local customs office for more information before placing your order.

Once an order has been placed we are unable to make any changes or cancel your orders. You can return your order once you have received it, please find further details in our Returns & Exchanges section.

Should your address be inaccurate, please do contact us as soon as possible. We shall try our best to assist your needs. If the order is dispatched, we suggest you contact the courier directly as we are unable to guarantee successful delivery and are not liable for any lost packages.

We are able to offer premium shipping service due to our efficiency in shipping your orders to you safely. All pieces are all made in our studio located in Canada, and they are carefully looked after by our warehouses located in Canada (North America) and Hong Kong (APEC).

RETURNS & EXCHANGES

Returns and exchanges are permitted (excluding earrings for personal hygiene reasons and Engraved Products) within 14 days of the date the order was delivered. Please note that refunds will come in the form of store credit only.

Once a request for an exchange or return has been submitted, items must be received within 30 days (extended for COVID-19). Returned goods must be received in unworn condition and have no signs of wear or damage, in their original packaging (box and pouch included) with a proof of purchase. 

No oversized or large boxes will be accepted.

*Should the returned item not meet the above return guidelines, Fedoma has the right to deny a return and have the item re-shipped to customers.

For exchange or repair approval, please submit a request via our return center.

Items purchased during a preorder period are not eligible for a refund, store credit, or exchange. We also cannot cancel orders that are placed during a preorder period at any time before shipping.

Returning your order?

Please head over to our returns center to submit a request for return. Do have your order number and email handy as they will be required to locate the order.

Be sure to check our return policy to see if your item is eligible for a return!

Returning a gifted piece?

Please send us an email at support@fedomajewellery.com requesting for a return.

The following is required to process the return:

The order number or the original purchaser’s full name and email address.

The address where the jewellery will be shipped from

Note: Original shipping fees, duties and/or taxes are non-refundable and will not be included in the credited amount.

From the day your return parcel is delivered to our warehouse, it takes up to 7-14 business days for our returns team to process. Once processed, they will send you a confirmation notice on the return. (Please allow for extended time during period where strict sanitization procedures are required)

We understand that you might have purchased a product recently that has now been reduced in price. Unfortunately, we cannot refund you the price difference if this occurs. All sales and promotions are final.

PRODUCT CARE & MATERIALS

Your jewellery is under warranty for any manufacturing defects (in material or workmanship) for a period of 1 year from the date of purchase. This does not cover lost items, scratches, damages caused by accident (bent ring, broken chain), improper care or storage of the product, unauthorized modification (resizing or any repair work done by a third party), or normal wear and tear.

Note: Items purchased through a third-party vendor (outside of Fedomajewellery.com and/or Fedoma App) will not be covered under Fedoma’s warranty. Kindly reach out to the company the items were purchased from.

Note: Damages that are resulted from liquids and chemicals will not be covered. Damages that arise from following our suggested care guide are excluded from warranty.

Fedoma has the final right and decision.

Gold Vermeil

A little love and rub goes a long way with these piece. Make sure they are clean and kept away from any liquids.

Always remove your jewellery when applying scents, lotions, and sprays - or even better, always put your jewellery on last to add the sparkles. Store individually in a safe, dry place when not worn*.

Solid Gold (14k/18k)

Give them a rub with a brush now and then in warm water for prolong their beauty and shine. Gentle cleaning with jewellery cloth would do wonders too. Store individually in a safe, dry place when not worn*.

Fresh water pearl

Natural pearls consist of layers of organic material called “conchine”. These layers can easily be damaged by lotions, high temperature as well as cosmetic products. Avoid direct contact with chemicals found in perfume or other cosmetics. Store individually in a safe, dry place when not worn*.

Pearls should be the last thing you put on before going out and the first thing you take off when you come home.

Gemstones

To keep gemstones clean and shiny, scrub lightly with a soft-bristled brush, warm water and detergent-free soap. Avoid chemicals or excessive temperatures when cleaning. Store in a safe, dry place when not worn*.

Diamonds

Use warm water, detergent-free soap and a soft-bristled brush, rinsing the stone and setting afterward to ensure there is no residue. Store in a safe, dry place when not worn*.

*To preserve the luster of all your jewellery, avoid exposure to household bleach and other cleaning products, which will quickly cause gold to discolor and possibly disintegrate. We recommend that you store your fine jewelry in a safe, dry place when engaging in the following activities:

Showering, bathing or swimming in pools, hot tubs, hot springs and the ocean. Using lotion, hair products, fragrances and other cosmetics
Exercising at the gym or during contact sports

Leather

Keep them out of sunlight and refrain them from liquids. A gentle wipe with a microfiber cloth would do the trick.

*The care guide only acts as a suggestions rather than the guide lines for warranty repairs.

First off, our apologies! Please send your order number and a photo of the defective or incorrect piece to support@fedomajewellery.com and our Customer Support Team will be happy to help resolve right away.

Each piece is handcrafted in our studio located in North America.

Of course, you can! However, we don't recommend having our products worked on by outside jewelers as this voids any potential for refund or replacement (should a defect develop due to their work). This includes resizing or any type of repair work.

We do not currently offer any repair or resizing service. If your Fedoma piece is defective, please send your order number and a photo of the defective to support@fedomajewellery.com and our Customer Support Team will be happy to help resolve it as soon as possible!

MORE QUESTIONS?

You can contact us via email support@fedomajewellery.com. We will be happy to assist you.