FAQs
What is D Âme's shipping policy?
We offer free shipping within Canada.
Free shipping to the U.S. on all orders over C$100
Free international shipping on all orders over C$250
U.S. and International orders totaling under C$100 and C$250 respectively may be subject to other handling fees, which will be calculated at check out.
Standard shipping may take 5-7 business days within Canada & U.S.
International shipping - delivery time may vary.
*Please note that - duties and/or taxes may be applicable on international shipments. They are not the responsibility of D Âme.
Can I change/edit my shipping address after the order is placed?
If you wish for your order(s) to be sent somewhere else after you have submitted your payment - please email us ASAP and the team will make the change if still in time.
Please note that we are unable to make the changes to your address once the order has been packed and shipped. No refund will be provided if the address is deemed wrong or invalid by the courier.
In the case above you may contract us for a correct shipping address - an additional shipping charge might apply. (please refer to next question below)
What happens if my parcel(s) fail to be delivered or picked up?
Our customers are responsible for subsequent costs incurred for parcels returned to our warehouse due to failed attempted deliveries from couriers. This includes incorrect delivery address or failure to retrieve parcels from delivery centers.
In the case of a 're-send', standard shipping fees will be charged to our customers.
Please ensure that your delivery address and contract number is accurate before submitting payment.
Will I be charged handling fees, duties and taxes other than shipping fees?
You may be charged for duties, taxes or any surcharges which may be imposed by your country as your order passes through customs, in addition to handling/storage fees imposed by the courier (if applicable). Any charges on a parcel shall be paid by the person receiving the parcel. If required by local authorities, the courier company may reach out to you for official documents, such as tax invoices or proof of payment, to facilitate customs clearance.
Please note that gifts will still need to go through standard import procedures, as determined by the custom laws in each designation country, and are taxable if the value of the gift is above a stated local threshold.
How much will I be charged for handling fees, duties and taxes?
Custom policies and import duties may vary from country to country and D Âme has no control over the amount you will be charged.
You may contact your local authorities to get latest information on import charges, local taxes and duty fees.
Who are the couriers D Âme work with?
We work with many different couriers including: Canada Post, UPS, FedEx etc. Your parcel will be in safe hands until it gets delivered to you.
What is D Âme's return & exchange policy?
D Âme accepts exchanges and returns on ring, necklace, and bracelet products with original tags and packaging within 30 days of delivery.
Please note: We currently offer free exchanges and returns to Canadian customers. At this time, exchanges or returns are not available for customers outside Canada.
Please note on Earrings:
In light of the ongoing pandemic, we prioritize the health and well-being of our customers above all. As such, to ensure the utmost hygiene and safety standards, we are unable to accept returns or exchanges on earrings at this time. We appreciate your understanding and cooperation as we navigate these unprecedented circumstances together.
D Âme does NOT offer return or exchange in the following circumstances:
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Change of mind
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FINAL SALE items
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Items purchased using coupons earned through our Loyalty program
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Chain breakage, damaged and tarnished products (after wearing)
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Personalized/customized pieces
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Earrings and sets containing earrings due to hygiene purposes
Returned products must be unworn, unsoiled and in their original condition and accompanied by its original packaging.
Products that are damaged through improper handling of the products are not eligible for a refund or exchange.
Products that are returned are subject to evaluation and will not qualify for a refund or exchange if they do not meet the required conditions.
If you are required to ship the items back to us, kindly use a trackable shipping service of your choice and keep the tracking number for your records. D Âme will not be responsible for any lost packages we do/did not ship. Lost parcels will not be eligible for any return/exchange.
What if I received wrong or defective item(s)?
In the event that you have received the wrong or defective items, please contact us within 48 hours of receiving the product with the following:
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a simple explanation of the situation
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a clear picture of the item received
D Âme's customer care team will always be there to help, but our team reserves the right to assess the situation on a case-by-case basis in accordance to our company policy.
Once our customer care team has determined that you are eligible for a return & exchange, we will be in touch with you via email and start the process according to our company policy.
How long will it take for my return or exchange to be processed?
Once we have received your returned or exchanged product(s), it may take up to 14 business days to proceed (given the fact that we have accepted and verified your request). Our customer care team will be in touch via email.
Will my shipping fees be refunded to me?
Refund is based off the purchased products ONLY. Shipping fees paid previously will not be refunded or be available for future store credits.
What is D Âme Rewards?
D Âme Rewards is D Âme's loyalty program, an appreciation to our valued customers for your support of our business. You will collect points every time you shop with us! The more points you collect, the more benefits you'll enjoy.
Do my rewards points expire?
Yes, your points expire after a year of collection.
Are returns free?
Please kindly note that D Âme is not responsible for the cost of returned parcel. We do recommend you shipping the parcel with the most cost-effective courier who also provides tracking numbers.
How can I join and earn points?
It is quick and simple! You can create an account and receive 50 points to get you started! Please visit our Loyalty Page for more details.
What is D Âme Rewards?
D Âme Rewards is D Âme's loyalty program, an appreciation to our valued customers for your support of our business. You will collect points every time you shop with us! The more points you collect, the more benefits you'll enjoy.