Frequently Asked Questions

We do not have an FIVE JWLRY store. However, our products are available through many points of sale in Quebec and Ontario. Find out where our products are available in the Store Locator section.

We accept VISA, MasterCard, American Express, Discover, Paypal, Seezle, Shop pay, Apple pay and Google pay. Please note that available payment methods may change depending on your region. We do not accept cash on delivery.

Yes! 

It is possible to pay in 4 interest-free installments by selecting the Seezle payment option during checkout.

Thus, you will pay only 25% at the time of purchase, 25% the second week, 25% the fourth week and finally 25% the sixth week.

For more information, select Sezzle during checkout.

Yes!

Watches

Our watches are all water resistant. They are 3ATM or 5ATM certified. This means that they can resist up to 3 meters or 5 meters underwater. However, we do not guarantee our watches against water infiltration and do not recommend wearing them underwater.

Stainless steel jewelry

The majority of our jewelry are made from stainless steel. They are therefore water resistant. You can wear them in the shower or while doing physical activity, it will not affect the coloring of your jewelry.

No!

Are they rusting?
All of our jewelry is made of stainless steel. They can therefore not rust thanks to this material.

Are they fading?
All jewelry is made of stainless steel. Those in gold colors are 18k or 14k plated. The black ones are plated with a special paint. The plating is very resistant for several years, which prevents them from fading.

Yes!

Our gold-colored products are made from a stainless steel base. Then, they are covered with a layer of real 18k or 14k gold depending on the model chosen. This layer is called plating, it is applied using an electroplating process.

Terms

Our return policy lasts 30 days. If more than 30 days have gone by since your purchase, unfortunately we cannot offer you an refund.

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

Exceptions / non-returnable items

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Personalized item (if applicable)
Personalized items cannot be returned and refunded.

Purchase in pop-up stores (if applicable)
Items purchased in pop-up stores are non-refundable, only credit can be offered for returned items meeting the conditions.

Gift card
Gift cards are non-refundable.

Earrings

For reasons of hygiene and safety, pierced earrings including earring pendants are non-returnable, unless faulty or not as described.

If refund is applicable

• An amount of $19.95 is deducted from the refund to cover the return costs.
• A label will be sent to you after validating that the return meets the conditions.
• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
• If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. This operation may take up to 14 business days.

Procedures

Only if you meet the return criteria, access the “Returns & Exchanges” tool.

➝ Access the tool here

From the returns tool, if you meet the deadline criteria and the item is eligible for a refund, you will be able to proceed.

*Products that are received and inspected and do not meet the quality criteria will be returned to you.

If you have difficulty making the return, follow the following instructions:

To process your return, you must contact us at contact@fivejwlry.com or under the "Contact Us" tab on our website. We will need your order number, name, address and reason for return. Once the return has been approved, we will send you a shipping label by email.

If the Refund is late or missing

• If you haven’t received a refund yet, first check your bank account again.
• Then contact your credit card company, it may take some time before your refund is officially posted.
• Next contact your bank. There is often some processing time before a refund is posted.
• If you’ve done all of this and you still have not received your refund yet, please contact us at contact@fivejwlry.com.

Once we have received your item at our warehouse, a refund is initiated within 3 business days. All major credit card providers typically take 5-7 business days to process your refund before it appears in your bank account.

The best way to modify your order is to contact our support by email at contact@fivejwlry.com. If an order ships, we will not be able to make changes to your order and you will need to place a new order.

Terms

Our exchange policy lasts 30 days. If more than 30 days have gone by since your purchase, unfortunately we cannot offer you an exchange.

This policy covers requests for items that do not meet your requirements. (Style, color, size, others)

For exchanges of defective items upon receipt and exchanges under warranty, see the warranty section in the terms of service.

To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging with the tags and protective stickers intact.

Exceptions / non-exchangeable items

• Gift cards
• Products purchased in pop-up stores
• Personalized items
• Clearance (section "SALE")
• Earrings; For reasons of hygiene and safety, pierced earrings including earring pendants are non-returnable, unless faulty or not as described.

If refund is applicable

First exchange

The first exchange is free. No fees are charged for the treatment. However, you are responsible for sending the item to be exchanged to our warehouse.

Second exchange

The second exchange carries a fee of $19.95. These fees are required to cover handling processing.

Please note that you are always responsible for sending the item to be exchanged to our warehouse in the case of exchanges.

Procedures

Only if you meet the exchange criteria, acces the “Returns & Exchanges” tool.

➝ Access the tool here

From the exchange tool, if you meet the deadline criteria and the item is eligible for an exchange, you will be able to proceed.

Take note:

• You will be responsible for paying your own shipping costs for returning your item.
• You are responsible for the package until it is received at our warehouse. If we do not receive a product, we will not be able to make the exchange. 
• If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.
• Products that are received and inspected and do not meet the quality criteria will be returned to you.

If you have difficulty making the exchange, follow the following instructions:

To proceed with your exchange, you must contact us at contact@fivejwlry.com or under the "Contact Us" tab on our website. We will need your order number, name, address and reason for exchange. 

If exchange is applicable

Once your returned item is received and inspected, we will send you an email to notify you that we have received your item. We will also notify you of the approval or rejection of your exchange.

If your exchange is approved, the replacement item will be processed at the warehouse within 3 business days. Delivery times may vary depending on where you are located.

Exchange products of different values

• Ifthe product you want in exchange is more expensive than the amount you paid initially, an email with a payment request will be sent for the balance. This must be paid before the replacement item is sent to you.
• Ifthe product you want in exchange is less expensive than the amount you originally paid, the difference will be refunded to your original payment method.

No, unfortunately sale items, including all items in the "Sale" section, are non-refundable.

If the item has been unworn and meets the established conditions, we can offer you an exchange.

To make an exchange and know the conditions, visit the "Exchange policy" section.

No

Returns are subject to a $19.95 fee. Please note that this amount is to cover handling, a return label will be sent to you by email. This amount will be deducted from the refund once the return has been approved.

To learn more about exchanges, visit the "Exchange Policy" section.
To learn more about returns, visit the "Return & Refund Policy" section.

For warranty exchanges:

see the Warranty section in the Terms of services or the Warranty section in the FAQ.

For exchanges related to a product that does not meet your requirements (size, color, model, etc.) :

First exchange (same order)

The first exchange is free. That is to say, no fees are charged for the treatment. However, you are responsible for sending the item to be exchanged to our warehouse.

Second exchange (Same order)

The second exchange carries a fee of $19.95. These fees are required to cover handling processing. Please note that you are always responsible for sending the item to be exchanged to our warehouse in the case of exchanges

Order processing

Orders are processed in the order we receive them, unless you have selected expedited shipping.

The processing of your order is carried out within 1 to 3 business days after receipt of your payment.

Delivery

Delivery times vary depending on the delivery location and the type of delivery chosen.

To find out more, visit the "Shipping" page.

Tracking number

You can follow the status of your order if you have selected a type of shipment including tracking. If this is the case, at the time of sending, it will be communicated to you by email.

To find out more, visit the "Shipping" page.

For any other questions, contact us at contact@fivejwlry.com

Carrier tracking would provide you with up-to-date information about your package. If it gets stuck or never gets delivered to you, please contact our support by email at contact@fivejwlry.com and we can help you with the next steps.

My order has never been delivered
The Air shipping which takes 2 to 3 weeks, can sometimes be delayed by various things such as interruption of service or customs.

The parcel might still be in transit and if it cannot be delivered to you for some reason, it is shipped back to us by the local courrier company. They ship the parcel back using the same shipping method, which doubles the waiting time. Since there is no tracking in these cases, we cannot say exactly where the parcel is.

If the parcel reaches our warehouse, we will notify you by email within 2 working days of receipt and inform you of the reason for the non-delivery. We can then ship it again.

Can I get a refund?
The refund is not possible as long as the parcel has not reached our warehouse. The parcel will have to reach us in order for a full refund to be applied.

Claim my parcel
If you are provided with a tracking link and it states that your order has arrived but it's not the case, please feel free to contact our Support Team at contact@fivejwlry.com and claim your parcel, we will make sure to get your order delivered!

My parcel is marked as delivered, but haven't received it
If your tracking states your package has been delivered, but you have not received it, we first recommend to check with your neighbors if someone has collected the package for you, or with your concierge, your community mailbox or parcel locker.

If you still can't find it within 24 hours, please contact our Support Team at contact@fivejwlry.com and we will open an investigation with the carrier to locate the parcel. Please note that a claim can only be submitted if the shipping method includes a tracking option.

Note: All lost parcel claims must be made within 30 days of the delivery date.

You must have chosen a delivery type that includes a tracking number. The processing of your order normally takes between 1 to 3 working days, the number is sent to you within this period if necessary.

Free shipping (Canada)
If you have reached the minimum requirements to qualify for the "Free Shipping" option, a tracking number is provided to you. Estimated delivery time for this option is 2 to 5 business days, including processing time at our warehouse.
Please allow at least 10 business days before contacting us if you have chosen this method.
After this time, contact us by email at info@fivejwlry.com

Standard (Canada)
If you have opted for the "Standard" option, a tracking number is provided. The estimated delivery time for this option is 2 to 5 business days including the processing time at our warehouse.
Please allow at least 10 business days before contacting us if you have chosen this method.
After this time, contact us by email at info@fivejwlry.com

Expedited
If you have chosen the "expedited" option, a tracking number is provided when the package leaves the warehouse.

Where can I find my tracking number?
We send an email with the tracking number when the package leaves our warehouse.

You have chosen a type of delivery including a tracking number (see the shipping section) and you cannot find it?
Email us at info@fivejwlry.com

Chances of receiving defective item is very rare but it could happen. Please take pictures of the product which shows defect clearly & contact our support at contact@fivejwlry.com to check if it's eligible for replacement.

All our products are guaranteed for 2 years from the date of purchase.

To find out if you are ineligible for an exchange under warranty, please visit the warranty section on the terms of service page.

Within 30 days of purchase

If you are eligible for an exchange under warranty, no handling charge applies for the replacement of the damaged product within 30 days of purchase.

Within two years of purchase

If you are eligible for an exchange under warranty, a handling fee of $15 applies for the replacement of the damaged product after 30 days of purchase.

Please note that in both cases you are responsible for the shipping costs to send us the defective item.

Procedures

To have the replacement covered under this warranty, please contact us by email at contact@fivejwlry.com or use our contact form on the "contact us" page. In the request, you must indicate your name, address, order number and a detailed description of the problem.

Warranty

We guarantee the quality of our products with a 24-month warranty.

The guarantee takes effect at the time of receipt of the package if the shipment includes tracking. Otherwise, the warranty takes effect at the time of purchase.

This warranty guarantees that you can receive a replacement in accordance with the conditions set forth herein and within the specified period and will not restrict any legitimate rights of the customer.

If you qualify for warranty replacement, there is a $15 handling fee for defective product replacement after 30 days of purchase. Handling is free for exchanges made within 30 days of purchase.

Warranty on watches

This warranty covers manufacturing defects in the watch itself (movement, case, glass). Parts other than the above are not covered by this warranty.

Note that replacements will be charged the full price in the following cases, even during the warranty period.
•    Failure or damage caused by misuse or negligence (blows, bumps, crushing, broken glass, etc.)
•    Failure or damage caused by unwarranted repair or modification
•    Failure or damage caused by fire or water, or natural disaster such as an earthquake
•    Cosmetic alterations due to normal wear and aging (minor scratches etc; on the case and/or glass, discoloration of the strap and chipping of the plating)
•    In the event that the retail store and date of purchase are not indicated on the invoice, or if this information has been rewritten
•    If the warranty is not submitted with the watch
•    Battery replacement will be charged even during the warranty period

The watch case, dial, hands, crystal, band or other parts thereof may be replaced with substitutes if the originals are not available.

Warranty on jewelry & bag
(Includes: necklaces, bracelets, sunglasses chains, waist chains, ring and travel case)

This warranty covers breakage caused by a manufacturing defect & breakage deemed abnormal.
Note that replacements will be charged the full price in the following cases, even during the warranty period.

•    Damage caused by misuse or negligence
•    Damage caused by unwarranted repair or modification
•    Damage caused by fire or water, or natural disaster such as an earthquake
•    Cosmetic alterations due to normal wear and aging (minor scratches etc; on the case and/or glass, discoloration of the strap and chipping of the plating)
•    In the event that the retail store and date of purchase are not indicated on the invoice, or if this information has been rewritten

Procedure

To have the replacement covered under this warranty, please contact us by email at contact@fivejwlry.com or use our contact form on the "contact us" page. In the request, you must indicate your name, address, order number and a detailed description of the problem.

Repair

Five Jwlry does not offer warranty repairs. Only a replacement can be offered if the above conditions are met.
 

No

Five Jwlry does not offer repairs. Only a replacement can be proposed if the conditions provided for this purpose are met.