FAQ
Are the stones natural?
The majority of the gemstones that we offer for sale are natural. We purchase our gemstones from a local reputable wholesale company in North Vancouver, British Columbia. We do sell some manmade stones as well, most notably, Cubic Zirconia, Goldstone, Blue Faceted Obsidian and Opalite.
Are the stones treated? Information below is provided by our supplier.
Most gems on the market today are treated in order to improve appearance. Treatment processes can consist of heat, irradiation, dyeing, oiling, or other processes. Detection of these treatments may be easy to nearly impossible. We do our best to disclose all processes known to us at the time of selling.
ORDERS
Where can I find my order confirmation?
We require your email address when you complete your order. A receipt of your order will be sent to this email address. While this receipt will typically arrive within 15 minutes, there may be delays of up to 24 hours. If you do not see the confirmation, please check your spam folder.
How do I update & make changes to my order?
If you need to make any changes to your order, please contact us directly within the hour as we process orders quickly. Changes cannot be made after work begins for customized items, or once an item has been shipped.
How do I cancel my order?
Cancellations must be initiated within the hours of placing your order. We cannot accept cancellations after we have committed time and materials to a piece and work has begun.
Please reach out to us with your order number ASAP to request a cancellation.
Do you accept returns or exchanges?
All sales are final. Please note that we do accept exchanges for reasons, such as a change of mind, will be shipped at the customer's expense.
Custom pieces & certain made-to-order pieces are not eligible for return or exchange.
You can find our policies on returns, exchanges, cancellations and more information on eligibility here.
Can I customize the length of a bracelet or necklace?
Depending on the item, we may be able to have it made in a custom length. It never hurts to check! Please contact us to discuss this or any other sort of customization.
Do you accept custom designs?
We review and consider each custom design request based on our capacity and the details of the request. Please send us your request by emailing us. We will get back to you shortly with any follow up questions we may have, and whether we feel well suited to help bring your design to life.
Please note: Fully custom one-of-a-kind designs take considerably more time from concept to development, and come with additional costs. We suggest setting a budget and being upfront about this and any time constraints or other concerns you may have.
PRODUCT INFORMATION
How do I determine my size?
Check out our handy sizing guide!
How do I clean & care for my jewelry?
In general, we recommend that you remove any article of jewelry before engaging in activities where you will be working up a sweat, or potentially exposing it to chemicals. Remove and store your jewelry if you are planning to exercise, and before engaging in activities which might cause your jewelry to catch or snag.
Clean your jewelry using a gentle solution of warm water and mild dish soap, and a very gentle soft brush.
Additionally, we recommend the use of a polishing cloth for the metal you have purchased to maintain the beautiful shine of your jewelry.
And lastly, we suggest that you invest in a jewelry storage solution to help keep your pieces organized and tangle-free, and to protect against potential damage while in storage.
Can I shower & swim with my jewelry?
We don’t recommend wearing your jewelry while cleaning, showering, or swimming as these activities can damage your piece over time. Unfortunately, there is a lot of misinformation on this subject. We recommend that you read our blog titled, “Which Gemstones Should Not Be Put In Water.”
SHIPPING
Please note that all orders are shipped through Canada Post.
How do I track my order & shipment?
In Canada, free and $5 shipping is not tracked. If your shipment gets lost we are not responsible and will not replace your order. If you requested and paid for expedited shipping, when your order has shipped, we will send you an update with the tracking number and a link to view the tracking information online through the Canada Post website.
Where do you ship to?
We are based in North Vancouver, BC Canada, and all shipments will come from our location. We will ship anywhere in the world, provided our shipping provider will take on the order.
Can I still change the delivery address after placing my order?
So long as your order has not been shipped yet, please contact us immediately so we can update your order appropriately. The new delivery address and the billing address must be in the same country for your order to be processed.
Please note that we are not liable for issues resulting from being given the incorrect shipping address, so please double check the shipping address before completing your order.
What is the cut-off date for Dec 24th Delivery?
Most items must be ordered no later than Dec 17th to allow reliable processing and delivery times. Items for in-store pickup must be ordered no later than Dec 3rd.
Please contact us if you need to confirm Dec 24th delivery availability for an order before placing it as some items may take longer to have completed and ready for shipping.
Can I send this directly to another address as a gift?
Yes. You will be asked for both a billing address and a shipping address. You can write the other person’s address as a shipping address, and the package will be delivered directly to them instead.
Please note that we are not liable for issues resulting from being given the incorrect shipping address, so please double check the shipping address before completing your order.
How will my items be shipped?
Your items will arrive in a padded envelope.
My shipment arrived damaged. What should I do?
We’re sorry to hear that! Nobody ever wants to experience this, and we take measures to guard against this happening. But accidents do happen.
If your shipment is visibly damaged on the outside, immediately take pictures of the shipment before opening it. If your jewelry is also damaged, please take additional photos of the damaged products and then contact us for more information about next steps.
*Disclaimer*
Please note the crystal meaning or healing properties of the gemstone described here have been compiled from various sources. Some of them are legends and lore surrounding this stone's mystical and healing properties. Many of them are traditional uses of this gemstone. No claims have been made about the suitability of this stone to treat medical conditions. See a doctor or licensed medical practitioner for all health issues. Lorna Gemstone Jewelry does not guarantee the validity of any of these statements. The information here is provided to allow the informed user to make their own decision.