Shipping Policy

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All products are shipped from Mississauga, Ontario, Canada

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​​We know you are super excited to receive your order. We strive to get your order out for shipping as quickly as possible.

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• RATES: We opt for a FLAT FEE rate option for all of our shipments and rates are final as stated at check-out​

• FULFILLMENT: Orders will be processed for shipping within 1 business day. Orders received on weekends and holidays will be processed the following business day.​

• SHIPPING DURATIONS: May vary based on option chosen and excludes fulfillment durations. ISSA LUMA is not liable for delivery delays once the order is received by shipping service.​​

• TRACKING & INSURANCE: Offered for all Canada Post and UPS shipping options. For lost shipments, clients must make a claim with the shipping provider chosen at check-out. ISSA LUMA does not file claims on behalf of clients.

• PROVINCIAL TAX: Ontario Sales Tax applies on all orders regardless of customer location (shipping costs excluded).

• SHIPPING PROVIDER DISRUPTIONS: Should there be a Shipping Provider disruption when you order is ready to be shipped, we will select for an alternate service provider at no additional cost to you. 

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Canada 

1) Canada Post - XpressPost

     - Tracking & up to $100 insurance coverage included

     - Delivery timeframes: 1-3 business days*

2) UPS Standard​

     - Tracking & up to $100 insurance coverage included

     - Delivery timeframes: 1-3 business days*

2) Local Pick up  -  Customer Pick-up at a scheduled Mobile Market at no cost

3) Personal Shopper - Hand delivery by ISSA LUMA within 20km radius from head office Mississauga; Signature required at delivery. If package is deemed undeliverable due to no signature available, client will be given an option to resend package via Canada Post or UPS options at their cost or Local Free Pick up (additional costs may apply​ and will require pre-payment)

• Free Shipping for orders over $100 CAD before taxes​

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​United States 

1) UPS Standard​

- Tracking included & up to $100 insurance coverage included

- Delivery timeframes - 1-12 business days*

• Provincial taxes do apply to all purchases made by US residents, except eGift Cards

• Free Shipping for orders over $125 CAD before taxes

• DUTIES/TAXES: Client is responsible for possible additional duties or taxes that may be charged once package arrives to the US. ISSA LUMA is not responsible for possible delays once arriving in US border.

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International (all other countries) - Contact us prior to submitting an order. You will be required to provide: 1) full address and item(s) to purchase.

• Provincial taxes do apply to all purchases made by International residents, except eGift Cards

• DUTIES/TAXES: Client is responsible for possible additional duties or taxes that may be charged once package arrives to destination country. ISSA LUMA is not responsible for possible delays once arriving in destination country border.

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* Delivery timeframes noted above are estimates.

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Refunds / Exchanges (after payment of service/product)

• All permanent jewelry are final sale, no refunds or exchanges

• All handcrafted jewelry are final sale, no refunds or exchanges

• Should your online purchase arrive damaged, contact ISSA LUMA within 48hrs of receipt of the item and provide photographs of packaging and product.

• ISSA LUMA is not responsible for lost or stolen jewelry.

• Lost Jewelry: If shipped and shipping includes insurance, Client must make a claim directly with shipping service provider.

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Warranty - All sales are final - no exchanges or refunds

ISSA LUMA sources inventory and products from well-known, trusted and experienced companies and we stand by our products. 

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1. PERMANENT JEWELRY

Since Permanent Jewelry are “worn products”, normal wear and tear is be expected and care of jewelry is beyond the control or awareness of ISSA LUMA; our warranties takes this into careful consideration.

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​If a warranty is not listed, it is understood that it is not covered.

• Permanent Jewelry Weld

  • Tighten or adjust chain after weld - subject to a reweld fee and/or total replacement of the chain charged to the Client at the time of the service. 

  • Breakage within 14 days of service - One complimentary reweld at no cost. Proof of purchase must be presented.

  • Breakage beyond 14 days of service –Subject to a reweld fee of $15.00 fee (plus taxes) and original proof of payment required. If proof of payment can not be produced the fee will be $35.00 (plus taxes).

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• Chain or add-ons breakage

  • Breakage within 14 days of purchase - Subject to inspection by Issa Luma Jewelry, one complimentary replacement may be offered. ​​

  • Breakage beyond 14 days of purchase - may be able to be repaired at a fee.

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​2. Handcrafted Jewelry

• Breakage within 7 days of purchase - Subject to inspection by Issa Luma Jewelry, complimentary replacement or repair may be offered. 

• Breakage beyond 7 days may be able to be repaired at a fee.

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3. Shipping Delays, Lost or stolen Jewelry

• Once the package is in control of shipping company, ISSA LUMA is not liable for shipping delays and lost or stolen jewelry.

• If you selected tracking on your order at check out but did not arrive as expected, please allow an additional 2 business days for delivery for potential delays with shipping company. 

• If your order can not be located, is considered lost and you selected shipping with insurance coverage, customer should make a claim directly with shipping company chosen at check out. 

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If you have questions regard any of these Terms and Conditions OR need to submit a warranty claim, click CONTACT US below and a representative will contact you within 48hrs.