Q. When will my item be shipped?
A. Orders are shipped out every Monday, Wednesday and Friday at 3pm except on Holidays. Please be advised that it may take up to 48 hours to process your order BEFORE shipping. We do not ship on weekends or holidays so all orders placed after 1pm on Friday will be processed the next business day.
Q. How will by order be shipped? Will I get a tracking number?
A. All orders are shipped with Canada Post and include a tracking number for your convenience. Standard shipping is a flat rate of $10 dollars and will arrive within 6-10 business days depending on location. If wish to enquire about Express shipping, please indicate in the notes and we will contact you with a quote. Generally express shipping runs an additional $10-20 dollars and will arrive within 1-2 business days. Free shipping is included on most purchases of $100 dollars or more, and will be shipped Standard.
Q. Is there a signature required for my parcel?
A. Yes. All our shipments are required to have a signature for delivery.
Q. Can I come pick-up my order in-store?
A. Yes! At checkout, please select In-store Pick Up as your shipping option. Please give 1 business day for your order to be processed. We will notify you once your parcel is ready. Please note that all in-store pick ups will require presentation of a printed copy of your purchase confirmation. Orders will be held in-store for pick up for up to 7 days only. If for any reason you cannot pick it up in that time, please contact us and we will arrange for your order to be shipped and additional shipping rates will apply.
Q. Do you ship International?
A. At this time we are able to ship to Canadian addresses only.
Q. My order arrived damaged/broken. What can I do?
A. Please contact us at firstname.lastname@example.org immediately. It is also helpful if you snap a photo and send it our way. Please save the box and/or packing materials from the damaged shipment so we are able to file for a damage claim with Canada Post.
Q. What is your return policy?
A. If you would like to return any products from your order, please contact us at email@example.com to request authorization for your return and to receive instructions. All returns must be conducted within 14 days of delivery of the product. We will not accept any returns sent to us without a return authorization number. Alternatively, you can exchange or receive in-store credit for your product at either of our Edmonton locations within 14 days of delivery. Please see our complete return policy HERE
Q. What types of payment do you take?
A. We accept Visa and Mastercard for on-line orders at this time.
Q. What happens when I buy a gift card online?
A. We have 2 types of gift cards: Virtual and In-Store. When you choose a virtual card you will be emailed a gift card with a unique code that can be used for all on-line purchases. When you choose an in-store card we will ship an actual gift card pre-loaded with your specified amount to your specified address (or leave for pick-up in store).
Q. How can I redeem my Gift Card online?
To redeem your digital gift card on line please follow instructions at check-out
To redeem your in-store gift card online, please check the appropriate box at the time of purchase and indicate the bar-code number and CVV in the notes. We will remove the amount owing from your card to process your purchase and, if necessary, contact you to collect payment for any outstanding balance.
Q: Can I redeem my virtual Gift Card in-store?
A: Sure you can! Just print and bring in your digital gift card information and we will take care of you!
Q. The item I want is sold out. Can you order one in for me?
A. If the item you are looking at is unavailable please contact us at firstname.lastname@example.org to be added to our client special-order/ request list. We will then be able to notify you if your desired item is available or, if possible, make arrangements to have it special ordered for you.
Jewellery Information and Care
Q: What is my costume jewellery piece made of?
A: Modern costume jewelry incorporates a wide range of materials including base metal alloy, brass, and synthetic or glass stones. Some costume jewellery may use gold or silver plating over pewter, brass or other metals. All Groove Stone Jewellery is nickel and lead free.
Q: Will my costume jewellery fade or discolour over time?
A: Like your favorite pair of jeans, ALL costume jewellery will fade and wear over time. In order to slow down the process, we suggest the following:
-avoid wearing while swimming or bathing
-avoid contact with skin-care products, hair spray and cosmetics
-avoid over polishing as you may wear off the finish
Q: Will my costume jewellery turn my skin green?
A: A green reaction is usually from the acidity of the wearer’s skin reacting to the copper in the product. So the short answer is.... maybe? The good news is that a green reaction is easily washed off and is often a temporary reaction brought on by humidity, skin care products or other outside agents.
Q: What is Sterling Silver?
A: Sterling silver is a metal alloy of silver containing 92.5% pure silver and 7.5% other metals, usually copper. When the silver and the other metal in the alloy react with oxygen in the air, a tarnish may slowly begin to form. The best way to avoid tarnish is to wear you piece often as the friction will prevent the tarnish from forming. If you are not wearing your sterling silver piece every day, we suggest you store it in a sealed plastic bag.
Q: How do I clean my sterling silver piece?
A If you must clean off tarnish we suggest a silver tarnish cloth (available at most drug stores or jewellery counters). Please avoid using harsh dips or chemicals as these may damage stones and findings. Cleaning agents also have a tendency to actually make tarnishing worse!
Q: What is Gold Vermeil?
A: Gold Vermeil is sterling silver that has been gold-plated. Most of our vermeil is plated with 24K gold.
Q: How do I clean Gold Vermeil?
Because of the gold plating, your piece will not oxidize easily so there is no need to polish your piece. If it requires cleaning usually a quick dip in soapy water followed by a good rinse is all that is required! We do suggest you avoid habitually wearing your vermeil piece while swimming or bathing and avoid contact with any chemicals or cosmetics. Also, be advised that hard or excessive polishing may cause the gold to wear off!