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.

Please note that our Necklace and Bracelet Charm Adapter is only compatible with Ken & Jame products. We do not guarantee compatibility with other brands.

For the holiday season, we offer exchanges until January 31st 2025. 

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.

We do not offer refunds, 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 you receive 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/replacement, please follow the instructions below :

For the replacement / refund of a defective jewel:

If your jewelry 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 which mentions your name, your order number and why you are returning the jewelry.

As for us, 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