Questions
Frequently asked questions
The ones we are asked most. If yours is not here, call or text the store.
Products
What paperwork can I expect to receive with my order?
Every piece comes with:
- Receipt
- Appraisal
- Diamond certificates, if applicable to the specific diamond purchased
- Warranty card from the designer, if applicable
Shipping and returns
How much is shipping?
Free shipping across Canada on orders of $500 and up, $20 below that. Or pick it up at the store in Kelowna, usually ready in two to four days.
What is your return policy?
Perrara gladly accepts returns of unworn, undamaged and unaltered merchandise purchased for full refund or exchange within 15 days of original purchase. Refunds will be made in the form of the original payment unless we agree to credit a different payment type. Purchases made by debit card will be refunded in cash or cheque.
All special orders are a final sale. All deposits and down payments are non-refundable, including deposits toward a layaway. Monogrammed, personalized or final sale items cannot be returned or exchanged.
Where do I ship my return?
Send the unworn, undamaged and unaltered items back to us within 15 days of the receipt date, using any trackable method, at your expense. Once we receive your package we will promptly process an exchange or issue a refund in accordance with this policy.
Please include your name and billing address, the name, address and postal code of the person who placed the order, and the original or a copy of your receipt. Our return address is Perrara, 101-590 KLO Road, Kelowna, British Columbia, Canada, V1Y 7S2.
You are responsible for your own shipping costs for returning an item, and shipping costs are non-refundable. Please consider a trackable shipping service. We cannot guarantee that we will receive your returned item.
When can I expect my return to be processed?
Once your return is received and inspected we will contact you to confirm we have it, and to tell you whether your refund is approved. If it is approved, a credit is applied to your credit card or original method of payment within 5 business days.
If you have not received a refund yet, check your bank account again, then your credit card company, then your bank: there is often some processing time before a refund is posted. If you have done all of that and still have no refund, email us at lisa@perrara.com.
Orders
Do you ship outside of Canada?
Yes. If your order needs to ship to another country, payment must be made by bank wire. Call us on 778-478-9830 and we will calculate shipping to the destination, give you a total, and send our banking information so you can pay. We do not accept credit cards on orders shipping outside North America.
Please note that you may be charged duties, customs fees or taxes depending on where you live, and those are your responsibility.
Still Stuck
Call or text 778-478-9830, or email lisa@perrara.com. We answer.