A QUESTION?
Check our FAQ first.
If you cannot find your answer there, our team will be happy to help you.
DELIVERY, RETURNS AND REFUNDS
What are your delivery times?
Canada: 3 to 10 business days on average (depending on the chosen method).
International: delivery times vary depending on the destination country and customs procedures.
Local delivery in Montreal: maximum 48 hours after ordering.
Delivery times are given as a guide and may vary in the event of force majeure or delay by the carrier.
Are there any customs fees upon receipt of my order?
Orders shipped from Canada to other countries may be subject to customs, VAT or processing fees upon arrival in the destination country.
These fees are established and collected directly by the local customs authorities and remain the responsibility of the customer.
Their amount varies depending on the value of the order, the nature of the items and the regulations of the country of delivery.
Soleyah has no control over these fees or any additional delays they may cause.
The majority of small shipments (generally under €50 for France, for example) are sent free of charge, but it is still possible that payment may be required before the package is handed over.
What is the time limit for making a return or exchange?
You have 14 days after receiving your order to request an exchange.
The procedure begins with the online return request form.
Next, a PDF to print and include in the package will be sent to you by email.
All return requests must be initiated via our online return form.
No requests via email or private message will be considered.
Which items are not exchangeable or refundable?
Personalized jewelry (charm necklaces and bracelets) is not exchangeable or refundable, except in the case of a manufacturing defect.
Items on sale or promotion cannot be returned, exchanged or refunded under any circumstances.
OUR JEWELRY
What materials are used for the jewelry?
Our jewelry is made primarily of stainless steel , a durable and hypoallergenic material, guaranteed free of nickel, lead and cadmium.
Some designs may include brass (for pieces with fine details) or colored enamel (on some charms).
Are our jewelry pieces water-resistant and hypoallergenic?
Yes, our stainless steel jewelry is water resistant and hypoallergenic .
For models containing brass, it is recommended to avoid too frequent contact with water in order to preserve their shine (but it does not oxidize).
Stainless steel does not tarnish and retains its shine over time.
However, jewelry containing brass may deteriorate slightly if exposed to water or humidity.
In all cases, it is recommended to take care of your jewelry by avoiding chemicals and perfumes, and by storing it in a dry place.
How do I care for my jewelry?
To preserve your Maison Soleyah jewelry, we recommend:
- to clean them regularly with a soft, dry cloth,
- to avoid direct contact with perfumes, lotions, chemicals or seawater,
- to remove them before any sporting activity (to avoid breakage) or swimming pool (due to the chlorine present in the water),
- and store them in a dry place, away from moisture.
Our stainless steel jewelry is water resistant and does not tarnish, but regular maintenance will help keep it shiny for longer.
Can I order a personalized piece of jewelry outside of the Charm Bar?
Personalization is only available through our Charms Bar.
It is not possible to create personalized designs outside of this service.
However, you'll find plenty to enjoy in the Charm Bar: charm rings, necklaces, bracelets…
PAYMENT AND CONTACT
What payment methods do you accept?
We accept payments by Visa, Mastercard, American Express, CB, PayPal and Apple Pay.
All transactions are secured through our Shopify platform.
How can I contact you?
For any questions, you can write to us at: soleyah.jewelry@gmail.com, or directly via our social networks (links at the bottom of the site).