ORDER INFORMATION

ORDER PROCESSING TIMES

For made-to-order and bespoke jewellery, please allow up to 2-6 and 4-10 weeks, respectively, for production. This may vary, depending upon the design. Special requests and rush orders will be accommodated, if possible.

CHANGING OR CANCELLING AN ONLINE ORDER

Once an online order is placed, you (the client) have a 72hr grace period to modify or cancel the order, by contacting us via email at customercare@frida.ca. No additional charges will be incurred. Beyond this 72hr period, the order can neither be modified nor cancelled. Prices listed on FRIDA.CA are in Canadian dollars.

We reserve the right to limit the quantity of any item sold.

In the event where corrections or changes need to be made to your order, we will notify you as soon as possible, and we will only complete the order upon your approval.

We reserve the right to cancel your order and issue a refund, if unable to fulfill.

SHIPPING METHOD

We use FedEx for shipments. Identification and a signature from an adult are required on all orders at the time of delivery; therefore please make sure that someone is available to sign for the delivery or arrange for alternative delivery options.

Please note, we do not ship to PO boxes, APO/FPO addresses or hotels. We will use reasonable efforts to ensure estimated delivery lead times, from the date of shipment. Orders are not shipped on weekends or holidays, as they are not considered regular business days. During holiday seasons, orders may be delayed beyond regular shipping times, for reasons beyond our control.

 

SHIPPING RATES

We ship worldwide.

As processing and production time varies, we will contact you when the order is ready to be shipped. We reserve the right to modify shipping costs at any time, without prior notice.

Applicable taxes, based on delivery location, will be reflected on your payment page, before you are asked to confirm and place your online order.

Due to the value of our pieces, we only provide insured priority shipping, to ensure expeditious and secure delivery.

DOMESTIC (WITHIN CANADA)

  • Complimentary insured priority shipping, if total merchandise value >$3,000*.
    Exceptions may apply (e.g., Canadian Territories).

INTERNATIONAL SHIPPING

You are responsible for duties, taxes and broker fees applied to the shipment by customs, where applicable. We advise you to contact your customs office for more information, as policies may vary. If you refuse a shipment from us, you are responsible for the original shipping charges, import fees, duties and/or taxes that are incurred on the package, in addition to the cost of returning the package. 

International shipping and insurance rates vary. At this time, for orders delivered outside of Canada and the United States, you must contact us before a transaction can be processed, to confirm feasibility and shipping/insurance rates.

WITHIN UNITED STATES

  • Complimentary insured priority shipping, if total merchandise value >$5,000*.
    Exceptions may apply (e.g., Alaska, Hawaii).

NAFTA (UNITED STATES AND MEXICO):

As we produce our jewellery in Canada, you may be eligible for duty-free exemption, for United States- and Mexico-bound shipments.
Exceptions may apply.

A NAFTA Certificate of Origin is required for Canada origin shipments valued over $2,500 USD (United States-bound) and $1,000 USD (Mexico-bound). We will send you a copy of the NAFTA Certificate of Origin, where applicable. At the time of Customs declaration, you must have a copy of the certificate in hand to claim NAFTA tariff preference.

NAFTA Tariff Preference Regulations may be subject to change.

For further information about international shipping, please contact us via email at customercare@frida.ca.

*Merchandise value excludes tax.

 

ORDER TRACKING INFORMATION

Once an order has shipped, we will notify you of the FedEx tracking number. Your tracking number can also be found on your online FRIDA account.

 

INSURANCE

(Separate from shipping insurance)

Individual pieces of jewellery valued over $8,000* will be accompanied by a complimentary appraisal, facilitated by a reputable certified third-party appraiser. We do not provide insurance through FRIDA; however, once your piece has been appraised, we suggest providing the documentation to your current insurance provider. We highly recommend having your piece appraised and insured, in the case of loss or damage.

 

RETURN POLICY

In order to ensure your complete satisfaction, you or a gift recipient may return jewellery purchased from us, in accordance with the Return Policy set forth below. Please be advised that our Return Policy varies depending on the type of purchase/on a per client basis. 

We do not issue refunds.

Custom and made-to-order pieces: Custom/bespoke, personalized/modified (e.g., re-sized, engraved) and made-to-order pieces cannot be returned. 

Finished pieces (in stock): On most finished pieces, we will grant a credit or exchange of equal value, within 14 days following delivery or in-store purchase, if the piece satisfies the conditions of the Return Policy. A credit may also be applied toward a purchase of greater value, in which case you will be required to pay the balance.

For any returns to be accepted, the piece must be in its original and unused state, with all protective materials in place and tags attached, as well as the original FRIDA box and delivery package, including all accessories, appraisals and documents (if applicable), accompanied by the original sales receipt. We will not accept any returns, if the piece shows signs of wear or has been used or altered from its original condition in any way.

All returns will be subject to strict Quality Control (QC) by in-house specialists, to ensure that the piece satisfies the conditions of the Return Policy. If a piece does not meet QC standards, we will refuse the return and send it back to you or the gift recipient, as applicable. We are not responsible for loss or damage of returned shipments.

 

DEFECTIVE PIECES

We are meticulous in ensuring that each piece complies with our QC criteria, both technical and aesthetic. If, nevertheless, you receive a piece that appears to be defective, you may return it, in accordance with the Return Policy, within 30 days following delivery or in-store purchase. Upon receipt and evaluation, we may classify the returned piece as defective. A damaged piece, as a result of wear and tear, is not considered defective. 

If your piece is declared as defective by in-house specialists, the following solutions will be proposed to the you or the gift recipient, as applicable:

  1. We may repair and resend the piece;

  2. We may send the same piece, subject to availability;

  3. We may propose an exchange for another FRIDA jewel of equivalent or higher value, in which case the initial price will be deducted, and you will be required to pay the balance.

If your FRIDA jewel appears to be the incorrect size, please contact us via email at customercare@frida.ca. The first ring re-sizing (within one size, not including additional stones, if applicable) is covered, under the terms and conditions of our WARRANTY; additional re-sizing will require a service fee. For re-sizing of necklaces, chains, cuffs and bracelets, please contact us; depending on what solutions are provided, additional charges may or may not be applied. For some pieces, re-sizing may be limited due to their unique design.

 

RETURN PROCESS

To return or exchange a purchase, please follow these steps: 

  1. Please contact us via email at customercare@frida.ca, to explain the return request. If your return request is approved, you will be notified with a Return Merchandise Authorization number (RMA#);

  2. Please ensure that the RMA# is clearly labeled on the outside of the delivery package, along with the return shipping address (see below). Without a RMA#, the package will be returned to you. For items being shipped from outside of Canada, “Canadian Good Returning to Manufacturer for Repair or Exchange” must be clearly labeled on the delivery package for Canadian customs;

  3. Include the piece in its original packaging, accompanied by the original receipt, any accessories, warranty, appraisal and all other documents (if applicable);

  4. Seal the delivery package and affix the pre-paid waybill to it. The original shipping charges (if applicable) are non-refundable;

  5. Bring the package to a FedEx location, or call FedEx to arrange pick-up. You or a gift recipient must keep a proof of the returned shipment and tracking number. We accept no liability in the event that such proof cannot be produced. Only merchandise received by the FRIDA boutique will be eligible for applicable merchandise credits or exchanges.

If you have any questions, please contact us via email at customercare@frida.ca.
 

Please send your return to FRIDA at: 
RMA#
FRIDA BOUTIQUE
Bishop’s Landing 6A
1477 Lower Water Street
Halifax, Nova Scotia
Canada, B3J 3Z4