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FAQs

Pick Up in Store

How much is pick up in store?

Pick up in store is free of charge.

Where can I pick up my order?

You can choose to pick up your order from any of our 8 locations across Canada. Click here to find your nearest store.

How do I know when to pick up my order?

You will receive an order confirmation email advising that your order is being processed. When your order is ready for pick up, one of our friendly staff will give you a call advising that your order is now ready in store. Please do not attempt to pick up your order prior to receiving this call as your order may not be ready at the location selected.

How long does it take to process my order?

Typically, orders will be take between 3 – 5 business days to process before they are ready for pick up at your selected location.

Please DO NOT attempt to pick up your order unless you have received a call from our store advising you to do so.

Shipping

How much is shipping?

Shipping is on us Canada wide.

Where do you ship?

We ship everywhere in Canada with the exception of Quebec.

Is a signature needed and can you ship to a PO Box, APO or FPO address?

All shipments require a signature upon delivery, so we do not ship to PO Boxes, APO or FPO addresses.

Will my order be packaged discreetly?

Your order will come in Spence branded packing within a generic FedEx shipping box or soft padded envelope. For confidentiality and discretion, your FedEx shipping label will show your order was shipped from JSW Management instead of Spence Diamonds. We don’t want to ruin any surprises!

How will my order be shipped?

All orders are shipped via FedEx.

When will I receive my order?

Typically, orders will be delivered within 5 – 9 business days.

* Delivery standards are based on normal delivery conditions. Above delivery timeline does not include weekends, holidays and any unforeseeable delays on the courier’s end (including, but not limited to, acts of God, epidemics, labour disruptions, equipment failures or unanticipated surges in volume). Estimated delivery date may be delayed if a change of delivery option or shipping details was submitted on the customer’s end

Returns

What is your return policy?

If for any reason you are not completely satisfied with your jewelry purchase from Spence, simply bring it back within 30 days of the date of purchase in its unaltered, original condition with the original paperwork and receipt, and Spence will gladly refund your money. Our full Spence Guarantee can be located here.

How do I return a purchase?

Contact our Online Orders team at [email protected] or simply drop by one of our physical locations to initiate a return. You will need to provide your order number, contact details and reason for return.

How will I be refunded?

Refunds are processed the same way you initially paid for your order. For card payments, your refund will be credited into the same account your payment originated from.

When will I receive my refund?

Refunds will be issued within 7 business days of receiving and processing the physical return.

Contact us about your order

If you have any other questions about your order or the online ordering process, please contact us at [email protected]

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