Frequently Asked Questions

by Melanie McIntyre

Frequently Asked Questions – Your Go-To Guide for Our Family Jewellery Store 

Welcome to our frequently asked questions page! We understand that shopping for fine jewellery or having pieces repaired can come with a lot of questions. To make your experience with us as smooth as possible, we’ve compiled answers to some of the most common queries we receive about repairs, purchases, and our return policy.

1. What is your return policy?

We want you to be completely happy with your purchase. However, our return policy has a few specific guidelines:

  • In-Stock Items: You can exchange any in-stock item within 7 days of purchase. We offer a 100% exchange for items in new, unworn condition with all original tags and packaging.

  • Custom Pieces: Custom-made jewelry is final sale. As these pieces are created specifically for you, we cannot accept exchanges or returns.

  • Ordered-In Items: Special orders, or items ordered specifically for you, are also final sale and cannot be returned or exchanged.

  • Sale Items: Any items purchased on sale are final sale. These cannot be returned or exchanged under any circumstances.

If you have any questions or need assistance with a return or exchange, our team is happy to help guide you through the process within these guidelines.

2. Do you offer repairs on jewellery?

Yes! We offer professional jewellery repair services to help restore your precious pieces. Whether it’s resizing a ring, fixing a broken chain, or replacing a lost stone, we’ve got you covered.

What kind of repairs do you offer?

  • Ring resizing
  • Chain and clasp repairs
  • Stone replacement
  • Soldering and welding
  • Cleaning and polishing
  • Battery replacement for watches
  • And much more!

Please note that for some repairs, especially those involving custom designs or delicate materials, we may need to assess the item before providing an estimate. Bring in your jewellery, and our experts will evaluate it and provide you with a quote.

3. How long does jewellery repair take?

Repair times can vary depending on the complexity of the repair and the specific work required. Simple repairs like a chain repair may take a few days. More intricate repairs or custom work could take 2-4 weeks or longer. Watch battery replacement is done while you wait!

When you drop off your jewellery for repairs, we’ll give you an estimated completion time. We’ll also let you know if any issues arise during the repair process that may affect the timeline.

4. Can I get a custom piece made?

Absolutely! We specialize in creating beautiful custom jewellery tailored to your specific design ideas and preferences. Whether you're looking to create a one-of-a-kind engagement ring, a personalized necklace, or a special gift, our team can bring your vision to life.

To start the process, simply visit us in-store or contact us to schedule a consultation. We’ll walk you through the design process, help you select materials, and provide a quote. Please note that custom pieces are final sale and cannot be returned or exchanged.

5. Do you offer gift cards?

Yes! We offer gift cards in various denominations, so you can give the gift of choice to someone special. Gift cards can be used for any purchase in-store, including jewellery, repairs, or custom pieces.

6. How do I care for my jewellery?

To keep your jewellery looking its best, we recommend the following care tips:

  • Avoid exposure to harsh chemicals like perfumes, lotions, and cleaning agents.
  • Store your jewellery properly, in a jewellery box or pouch, to avoid scratches and tangling.
  • Clean your jewellery regularly with a soft cloth or a jewellery cleaning solution to remove dirt and oils.
  • Check your jewellery regularly for loose stones or signs of wear. Bring it in for repairs if needed.

If you ever need a professional cleaning or inspection, feel free to bring your jewellery to us, and we’ll help keep it sparkling!

7. What forms of payment do you accept?

We accept a variety of payment methods, including:

  • Debit and credit cards (Visa, MasterCard,)
  • Mobile payment options (Apple Pay, Google Pay)
  • E-Transfer (heffernansjewellery@sympatico.ca)

8. Can I purchase online or over the phone?

Yes! We offer online shopping at www.heffernansjewellery.com. You can browse our wide selection of beautiful jewellery, make secure purchases, and have your items shipped directly to your door. We’re excited to provide this convenient option for those who prefer shopping from home.

If you have any questions about a specific item, need assistance with your order, or would like more information, feel free to contact us by phone or email. Our team is here to help!

9. Do you offer repairs on watches?

Yes, we do offer watch repair services. Whether it’s a simple battery change, a new movement, or a strap replacement, our team is trained to handle most types of watch repairs. If you're unsure about what your watch needs, feel free to bring it in for an assessment.

If you have any other questions, feel free to contact us directly or visit our store in Waterloo. We look forward to serving you and helping you with all your jewellery needs!

Thank you for choosing us for your jewellery repairs, purchases, and custom creations!

 

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