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Return / Exchange and Warranty

Warranty

Please note that we offer a 30-day warranty following receipt of your order. However, we do not guarantee the discoloration of 14k gold vermeil. In addition, if the care instructions have not been followed, the warranty does not apply.

As for any issues regarding shipping and deliveries, please refer yourself to our Shipping page. Keep in mind that Ken & Jame is not responsible for any product delay, loss or theft when we hand off your order to the postal service.

In addition, we are not responsible for any loss or theft of your jewelry once in your possession.


A refund is not possible, which is why we offer a store credit of the value of your exchange. Store credits have no expiration date.

Criteria to be met before making a return :

You have 30 days from the date of receipt of your jewelry to make a return

Jewelry must be in its original packaging and of course must not have been worn.

If you are eligible for return, please follow the instructions below :


For the replacement / refund of a defective jewel:

For all jewelry that is faulty within 30 days of your purchase, please contact us via email so that we can find a solution: serviceclient@kenandjame.com


Return by mail:

1. Make sure you are eligible to request a return. If you do not meet the conditions, please do not request a refund.

2. Send your request to this email serviceclient@kenandjame.com with the following information (name,email address,order number, photo of the issue if applicable) and send the request.

3. Do not wait for a return from us before sending the package. This is a system that simply informs us in advance of your return process. It is  important to pack your package well, we are not responsible for empty envelopes or damaged jewelry during delivery. No store credit will be given to you if the jewelry is not returned properly and in good condition.

4. Go to the post office. You are responsible for  return costs.

5. Important to include in your package an explanatory note mentioning your name and your order number.

For our part, as soon as we receive your package, you will receive a confirmation email including your store credit for the value of your return. This way, you can get the desired item in the desired color and/or size.


RETURN ADDRESS: Boutique Ken & Jame Inc. 266-H, Rue Saint-Anne, Varennes, Qc, J3X 1R7


For any other questions or questions, you can write to us at: serviceclient@kenandjame.com


Thank you xo


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