FAQs / Policies
What is the return policy?
Please choose your item(s) carefully and email us with any questions prior to purchasing a piece. Due to the delicate made-to-order nature of the pieces we create, we cannot offer refunds or exchanges at this time. Please keep in mind, due to the handmade nature of pieces and the natural materials we use, slight variations will occur. The integrity of the design stays intact. If you receive the incorrect product or if your product arrives damaged (not due to shipping or carelessness with handling), please email us. If the item's damage is not due to shipping, you will need to notify us within 48 hours of item receipt and we will repair or replace as needed. After 48 hours of receipt, any damages to the item will fully be the responsibility of the buyer.
What is the currency you use on your website?
All prices are listed and processed in USD. For anyone who would like to check out in CAD, please shoot us an email, and we’ll process through PayPal in CAD for you at the converted price.
We are located in Vancouver, Canada and charge taxes on Canadian orders based on province.
Canadians please note: prices are not artificially inflated due to currency being in USD. The currency conversion to CAD is the true price of what the piece would cost in CAD.
Why does it take to 4-6 weeks to ship my order?
Each piece is handmade to order, this means each piece is handcrafted specifically for you. This process takes several weeks, and it should be noted all good things take time. We understand some brides do not have the luxury of waiting that long, and in certain cases we are able to offer rush services. Please reach out to us with your wedding date, and we will do our best to accommodate.
Do you offer rush or ‘ready to ship’ items?
While we do not offer ‘ready-to-ship’ items, in some cases we have all the supplies on hand to create your item(s). Please reach out to us with your wedding date, and we will do our best to accommodate.
How much does shipping cost?
We include free standard shipping to all of North America, for overseas orders we subsidize the amount of standard shipping. Expedited shipping, and shipping insurance are available for a fee.
Do I have to pay duties or taxes on my piece?
Each country has different import laws; buyer subject to tax and duty fees. If a package is returned because the buyer did not accept given the fees, there will be no refund for the product or shipping and the transaction is considered final sale.
What type of packaging does each piece come with?
Each piece is delivered in our signature packaging, a keepsake box and handwritten note with non-acidic tissue paper to keep your piece beautiful for years to come.
If you are purchasing an item(s) as a gift, please send us an email with your order number and the name of who it is for and we would love to offer a complimentary gift wrap for you.
A note on accuracy of photos on our website
Please take the time to read the item's description, colour and measurements. Since items are handmade, the measurements, and colour may vary slightly (less than 5% difference). Different screen resolutions may affect the colour of the pieces. It is the responsibility of the buyer/customer to read the measurements and product description. As all head sizes and shapes vary, the measurements listed in the item's description are the best way to determine what the actual size of the piece will be. Don't just look at the photos and assume it will look exactly the same on you. We recommend measuring your own head against the size of the piece you are interested in prior to purchase so you are not surprised by the actual size of the piece when it arrives. We will not reimburse or exchange styles where the customer did not read the product's size prior to purchase. By purchasing an item, you are agreeing to purchase what is described on our site for that particular product(s). When in doubt, please contact us with any questions prior to purchasing your item(s).
Where are you located and do you have a storefront, where I can see the pieces?
We are proud to be located in Vancouver, Canada. We do not currently have a storefront. If you live in the city of Vancouver, and would like to set up a viewing, please send us an email info@simone-martin.com
How to I care for my Simone Martin piece?
Each piece is created with the highest quality precious metals and stones, and are meant to be modern heirlooms passed through generations. To keep your piece looking its best through the years, we have included some tips:
Avoid contact with perfumes, cosmetics, and other chemicals.
Do not wear while showering, bathing or swimming. To prevent exposure to sweat, remove before participating in physical activity. ex. cleaning, working out
Avoid prolonged exposure to humidity, sunlight or extreme cold
Remove before going to bed
Silver will oxidize overtime, a gentle wipe with a silver polishing cloth with bring it back to its original luster
Gold is a bit more resilient, but will require occasional cleaning, gently wipe with a polishing cloth
Keep your pieces stored in their container, covered in either their dustbag, or non acidic -tissue paper. Silver should be stored in a sealed plastic bag to prevent any extra airflow.