Refund policy
Purchases covered by this policy
This policy applies to purchases made directly through callura’s online store.
For purchases through another retailer or marketplace, please contact the seller for its return process. This does not limit applicable legal warranty rights.
Eligible returns
You may request a change-of-mind return within 30 calendar days of delivery.
Items must be unused, unworn, unaltered and in their original condition, with their original packaging and any attached tags. Items showing wear, resizing, alteration or customer-caused damage are not eligible for change-of-mind returns.
Your order number or other proof of purchase is required.
How to request a return
Email studio@callura.com with your order number and the items you wish to return.
Submitting a request does not constitute approval. Please wait for written approval and return instructions before mailing your items.
Approved returns must be handed to the carrier within 14 calendar days of approval. The carrier’s acceptance date determines whether the return was mailed within this period. Keep your proof of shipment.
Include your order number or return reference inside the package and package the items securely to protect them during transit.
Our return address is:
callura
21 Bd Saint-Joseph
Lachine, QC H8S 2K9
Canada
Final sale items
The following are not eligible for change-of-mind returns or exchanges:
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Earrings, for hygiene reasons.
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Products clearly marked “Final sale” at the time of purchase.
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Custom-made, personalized or engraved pieces, where this condition was disclosed before purchase.
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Opened 12 Days of Sparkle calendars, where this condition was disclosed before purchase. A calendar is considered opened when any individual compartment or inner package containing jewelry has been opened. Opening the outer shipping carton alone does not make the calendar final sale.
Other discounted products remain eligible under our standard return conditions.
These exclusions do not limit your rights regarding defective, damaged, incorrect or missing goods under applicable consumer protection laws. Custom pieces must match the specifications agreed upon when ordering.
Calendars and jewelry sets
Eligible change-of-mind returns of unopened calendars must include the complete calendar and its original packaging.
Jewelry sets sold as a single product must be returned complete, unused and in their original packaging. We do not accept partial change-of-mind returns of these sets.
Opening a calendar or discovering an issue with one component of a set does not prevent you from reporting defective, damaged, incorrect or missing items.
Promotional gifts and discounted bundles
If a return means your remaining purchase no longer qualifies for a complimentary gift, please return that gift unused with the items being returned.
Any consequence of keeping a promotional gift must have been clearly stated in the promotion’s terms before purchase. We will not impose an undisclosed gift deduction.
For eligible partial returns of discounted bundles, refunds are based on the purchase price allocated to the returned items after discounts, as recorded in your order.
Damaged, defective, incorrect or missing items
Please inspect your order upon delivery. If an item arrives damaged, incorrect or missing, please notify studio@callura.com within 48 hours of delivery, where possible, so we can investigate promptly.
Include your order number, a description of the issue and, where possible, photos of the item, packaging and shipping label. Please retain the packaging until we provide instructions.
For a defect discovered later, contact us as soon as you notice it. Reporting after 48 hours or outside the change-of-mind return window does not remove your rights under applicable consumer protection laws.
Original packaging is not a condition for exercising applicable legal warranty rights.
Please contact us before mailing an item back. Where the issue is our responsibility, we will arrange any required return shipping at no cost to you and provide an appropriate resolution.
Missing deliveries
If your order has not arrived, including when tracking shows delivery but you cannot locate the parcel, contact studio@callura.com promptly.
We will review the delivery information and investigate with the carrier. A delivered tracking status does not automatically close your claim. We may ask for reasonable information to help with the investigation.
Return shipping and fees
Customers are responsible for return shipping costs for change-of-mind returns.
If you purchase your own return postage, we will not deduct an additional return shipping charge. If we offer a prepaid return label, we will disclose its cost before you agree, and that amount will be deducted from your refund.
We do not charge a restocking fee for eligible returns.
We recommend tracked shipping and keeping your proof of shipment.
Original shipping charges are not refundable for change-of-mind returns, except where required by law. We do not retroactively charge outbound shipping on orders that qualified for free shipping.
Inspection and refunds
We will inspect returned items to verify that they match the purchase and meet the applicable return conditions. Return approval is subject to this inspection for change-of-mind returns.
For eligible change-of-mind returns, we will process your refund within 10 business days of receiving the returned items and email you confirmation. Business days exclude weekends and Quebec public holidays.
Refunds are based on the amount actually paid for the returned products, after discounts, plus applicable taxes, less any agreed prepaid return-label charge.
Refunds are issued to the original payment method, in the original transaction currency. Your bank or payment provider may require additional time to post the credit.
Where a statutory cancellation or other legal remedy requires a different refund deadline or amount, we will follow the applicable legal requirements.
If your return is not eligible, we will explain the reason and contact you to discuss returning the items to you. Any applicable shipping charge will be disclosed before you agree. We will not automatically discard your items.
If you have not received an expected refund, contact studio@callura.com.
Gift returns
Gift recipients may request an eligible return with an order number or other proof of purchase.
Refunds are issued to the original purchaser’s payment method. We do not issue cash refunds to gift recipients.
Exchanges
We do not offer direct exchanges for change-of-mind purchases. Please request an eligible return and place a separate order for the item you would like.
For defective, damaged or incorrect items, contact us so we can arrange an appropriate resolution.
Your consumer rights
The conditions and deadlines for change-of-mind returns do not limit any rights or remedies available under applicable consumer protection laws, including legal warranties and statutory cancellation rights.
Contact us
For returns, refunds or assistance with your order: