FAQs

Orders:

Orders may be placed online at www.justinequintal.com at any time. Once we have received your order, you will receive an email confirmation acknowledging the details of your order.

Since most of our jewellery pieces are made to order, please allow 2-3 weeks for simple gold jewellery without stones to be made before shipping. Gemstone and diamond jewellery will take 3-4 weeks to be made before shipping. During periods of higher volume, such as the holidays, production time may increase. If you need it for a specific date, please feel free to add a note to the purchase and we will do our best to meet your needs.

One of a kind jewellery pieces will ship within 2 - 4 business days. If you need a sizing, please allow an extra 1-2 weeks. 

Are customizations available?:
Yes. Any customization is available from ring size, to engravings and gemstones. Please email us with your specific requests at hello@justinequintal.com to best meet your needs. Some customizations may be subject to an additional fee.

Complete custom orders:
We do offer the exclusive service of creating a one of a kind piece of jewellery made for you, with you in mind. Please email us with your request at hello@justinequintal.com and our designer will contact you to create your dream piece.

Currency:
All our items are currently sold in Canadian dollars (CAD).

Terms and conditions:
Each jewelry piece is handmade or hand finished and slight variations in construction and decoration are normal. All gemstone materials are natural and each example is unique. No guarantees are made regarding consistency and you should expect a beautiful variety in every piece and order.

Jewellery care:
We believe jewellery is meant to be worn every day, and last a lifetime. Most of the jewellery we make requires very little care however; we do recommend taking off your jewellery when swimming and showering, gardening, doing sports, moving heavy objects and before touching any perfume or harsh chemical since they alter the appearance of the gemstone.

With that in mind, the better you take care of your jewellery, the better it will look!
You can always use a mix of mild soap and water in a bowl, and let your jewellery sit in it for a few minutes. Afterwards, cleaning with a soft bristle tooth brush will help clean anything remaining. Simply rinse with water, and dry with a soft cloth and you are good to go!

Return policy:
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@justinequintal.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@justinequintal.com.

Please note that all bespoke orders, or jewellery that has been engraved, or changed in any way from its original form are not cancellable or returnable at any point due to their custom nature.

Repair policy:
If a piece of jewellery is shipped to you defective or damaged, please send it back to us within 7 business days of the date you received your order. Please send us an email prior to shipping so we can take the necessary actions as soon as possible.

Considering that every person treats their jewellery differently, it is normal for some wear and tear to develop over time. You can expect some minor scratches, some small prongs to move, or even patina to develop over time. If you wish to inquire about repairs due to every day wear and tear, please feel free to contact us at hell@justinequintal.com and we will get back to you with a quote. Please keep in mind that we may require to have clear pictures, or even for us to have the piece in hand before sending you a quote.

Please note that any adjustments, such as modifications or a change in ring size, made elsewhere, can invalidate the warranty and increase the cost for certain repairs.

As a jewellery specialist, we highly suggest reading the section on jewellery care, to make sure your pieces last a lifetime.