Frequently-Asked Questions

We prioritize customer satisfaction. Changes or cancellations must be received within 48 hours of placing the original order. While we will attempt to accommodate your changes this may result in delayed delivery and a new delivery date will be advised.

If your order has already entered the production cycle, it will not be possible to make any changes.

Orders that cannot be delivered due to incorrect or incomplete shipping address or due to the recipient not taking delivery (for any reason whatsoever) will be treated as a cancelled order IF they are returned to us in ORIGINAL condition. All related transaction charges (including but not limited to credit card charges, packaging and shipping costs and restocking fees) will be deducted before the residual value is refunded to the Purchaser.

Your Product Warranty is valid for 12 months from date of purchase ONLY for manufacturing defects. We cannot perform repairs on any product that has already been repaired or resized by another jeweller. In such a circumstance, the warranty will be considered null and void.

Once we receive your returned package, all items will be inspected by our Service Desk before a refund is issued. The inspection & approval process may take up to 10 business days. If the product is found damaged, modified, already worn or used in any way, it will be shipped back to you at your cost. No refund will be issued under these circumstances.

If you do not return all the items (including chains, findings, accessories) that were shipped to you, we will refund you only for the items returned (subject to inspection).

Approved refunds will be processed in the same manner in which the original payment was made. (i.e. credit card payments will be refunded to the credit card that was charged). The Purchaser will be responsible for all transactional costs related to processing the refund.

Your satisfaction is important to us. If you are not fully satisfied with your purchase, you may return it within 10 days from the delivery date shown under your tracking number. Sale items may not be returned.

To request a return shipping label and request an RMA (Return Merchandise Authorization) for your purchase, please send an email to web.service@karatimport.com and provide the following information:

• Enter your Order number & Last Name to login
• Complete the form and hit submit
• Wait for a Service Rep to provide you with an RMA number & shipping label via email.
• Package the items safely and securely
• Enclose the RMA form in the package
• Use the provided shipping label to return the items to us via Fedex.
• Email us at web.service@karatimport.com to notify us that you have handed the package to Fedex.

All items must be returned with the product tags attached and in the original packaging. All returns will be subject to inspection by our Service Desk before a refund is processed. Once approved, your refund will be processed within 10 business days and credited to you via the same mode through which the initial payment was made.

Returns will only be accepted on product that has (a) not been worn or used in any way; (b) not been damaged; (c) not been modified. Returns shipped after the 10-day return period has expired will not be accepted. Special orders customized specifically for a customer (including special ring sizes) and items that have been personalized are not returnable.

In some cases, an item may be exchanged for another item by paying the additional difference in cost between the two items. In such an event, the original item must be returned for credit before the replacement item is shipped out. Free shipping will not apply to exchanges. Sale items may not be exchanged.

Credit Card

We accept Visa, MasterCard, American Express and Discover.

Wire Transfer

To make a payment via wire transfer or Direct Deposit, please contact our Service Desk at 1.800.663.6472.

Interac E-transfer

To make a payment via e-transfer, please contact our Service Desk at 1.800.663.6472.

Instalments

We are working on partnering with a suitable firm to bring you an instalment payment plan. Stay tuned.

You will receive an email confirmation from our Order Desk with estimated ship date.

We accept payment by credit card (VISA and Mastercard only), direct deposit and e-transfer.

Yes. Please call our Service Desk toll free on 1.800.663.6472.

Our website processes payments using Stripe, which is used by millions of online stores worldwide. Stripe is PCI complaint (meaning they meet the strict standards of the Payment Card Industry). The credit card data you enter here is encrypted using the latest technologies and securely communicated directly to Stripe and never touches our servers.

Other digital payment methods including wire transfer and e-transfer are also possible. You may call our Order Desk using our toll free number 1.800.663.6472 to provide a credit card number over the phone or to enquire about the other payment options.

As required by law, we collect sales tax on all sales made in Canada. Orders shipped to destinations outside Canada are exempt from Canadian sales taxes, but may be subject to duties and taxes of the destination country.

Karat will make every effort to meet the shipping estimate provided to you when you placed your order. In some situations, unexpected production delays may force us to reschedule delivery. You will be notified of the updated ship date promptly, however, we cannot be held liable for the consequences of the delay and cannot waive or refund the shipping charge.

Once your shipment has been handed over to the Courier, any delay on part of the courier is beyond our control and we cannot accept any liability associated with delays in delivery. Please refer to the Terms & Conditions and Delivery Standards of the relevant courier.

An adult signature (individual who has reached the age of majority) may be required during the delivery of a high-value order. In your absence, an authorized adult will be required to sign and receive the order on your behalf at the designated shipping address.

Only Canada Post will deliver to PO Boxes or similar addresses. Please refer to the Canada Post website for Terms & Conditions and Delivery Standards.

You will be able to track your order, after the shipment has been handed over to the courier. Use the tracking number sent to you via email to follow the status of your package. If you created an account during checkout, you can also find the tracking number in the My Account page.

There is a chance that our email notifications to you may end up in your “spam” or “junk” mail folders. Please check them periodically and add our domain to your address book to ensure that our emails reach your inbox.

International shipments are sent using Federal Express. Shipping cost will be provided based on the destination and value of the order. Destination customs duties and taxes are directly payable by the Purchaser to Federal Express who may act as a Customs broker on behalf of your Government Agencies.

Please refer to the Federal Express website for Terms & Conditions and Delivery Standard information.

No we don’t. Freight & insurance costs will be calculated and added when the shipment is ready.

Yes. We can ship to most destinations subject to the customs and Import regulations of your country.

Your shipment will be fully insured and a tracking number will be provided to you.

In compliance with the UN charter on the Kimberley Process, all diamonds used in our jewellery are purchased from sources that are not involved in funding conflict. Karat Imports supports all industry initiatives to end the trade in conflict diamonds.

All our styles can be special ordered in 10K gold, 14K gold or 18K gold and in either white, yellow or rose gold. Rings can be ordered in special sizes. In most cases, the gemstone colour can also be changed.

We are happy to help repair a piece of jewellery purchased from Karat Imports. Please call our Service Desk toll free on 1.800.663.6472 to speak to a Service Rep and obtain a quote.