FREQUENTLY ASKED QUESTIONS

ABOUT US

Who are you?

We’re a Canadian online store specialized in personalized jewelry. Every Stakora item is proudly handcrafted at our workshop in Canada and shipped directly to our customers. We take pride in doing things differently by providing a unique online jewelry shopping experience. When you personalize a product on our website, our visualization technology will instantly show you a preview picture of your piece. This allows you to find the perfect font, metal, or birthstone combination, before placing your order!

Where are you located, and do you have a storefront?

We’re located in Montreal, Canada, where all our jewelry is handcrafted.  Currently, we don’t have a storefront, as all our jewelry is custom made when ordered.  This model offers the advantage of not having to carry any stock – allowing us to provide you the highest quality personalized jewelry, at genuinely affordable prices.

Where is your jewelry made and what are your manufacturing standards?

All our pieces are conceptualized, designed and handcrafted at our factory in Montreal, Canada. We adhere to the highest quality standards of the jewelry manufacturing industry and take pride in the fact that only conflict-free, ethically sourced materials are used in the crafting of every piece of jewelry.

MATERIALS

Are your gold products made from solid gold, or are they gold plated?

We never use any gold plating!
All of our gold products are made from genuine solid gold with a purity level that is indicated on the product page (10K or 14K). 
We include a certificate of authenticity with every order.

What is the difference between 10K & 14K gold?

A 14K item contains more gold than a 10K item. 

The “K” stands for “karat” and represents the amount of gold that the specific item contains. If jewelry was made from pure gold (24K), it would be quite soft and easily deformed by everyday wear. Instead, jewelers use mixes of pure gold and various other metals (alloys). This makes the gold easier to work with and increases its strength.

Are your diamonds conflict free?

Yes!  All our diamonds are sourced from ethical suppliers that strictly stock socially responsible, conflict-free diamonds. 

What quality of diamonds do you use?

Depending on your chosen style, and the design of the jewelry piece, we use a range of diamonds from G-I in colour and SI1-SI2 in clarity.

Are your gemstone’s genuine?

At Stakora, we pride ourselves on using only 100% genuine gemstones, acquired from the top, industry-leading suppliers. We only purchase stones of the highest quality, making them available to you at a competitive price.

SHIPPING & RETURNS

How long will it take for my order to arrive?

All Stakora items are made-to-order at our workshop in Canada and shipped using express shipping. The times shown below include both the production time and the shipping time. Production begins the next business day after the order is placed. Trust us, it’s worth the wait for a custom piece handcrafted especially for you!

Canada 8 - 10 business days

US 10 - 12 business days

How much does shipping cost?

Shipping to Canada & US is always free!

What is your return policy?

We're only happy if you're happy.  If for any reason, you aren’t fully satisfied with your order, we offer easy returns for all the products on our website within 30 days, minus any shipping charges (the cost of the return shipping label will be deducted from your refund). Only unworn items may be returned, provided that they are still in their original condition with no signs of damage, with the plastic jewelry tag attached (if any) and in its original packaging.

Do you have a warranty on your jewelry?

Yes! All our jewelry comes with a 12 month warranty against any manufacturing defects. This does not cover scratches, damages caused by accident, improper use or storage of the product, normal wear and tear, or alterations carried out by companies other than Stakora.

Will I be charged duties?

No, there will be no duties or additional charges upon delivery.

How can I begin the return process?

To begin the return process, go to our contact us page, enter your order number, choose “return” as the subject and let us know the reason for the return in the message box. Our customer service team will contact you within 12 hours with a return label and instructions. It can take up to 10 business days after your order arrives back to us for your refund to be issued to the original form of payment.

Can every product on the website be returned?

Yes, every product on the website can be returned, with the exception of:
-Custom orders for products that are not available on the website
-Products that have been modified with customization options that are not available on the website

Can you fix my necklace’s chain length if I ordered the wrong length?

Yes we can! To request a chain length change, please contact us.

Can you resize my ring if I ordered the wrong size?

Yes we can! To request the resizing of a ring, please contact us.

Where do you ship?

We currently only ship to Canada and the US. We’re working on accepting international orders soon!

JEWELRY

Are you able to make a product in a different metal than the options available on the website?

Yes we can, depending on the particular style of the item and the metal that you want. Please contact us with the specific item link, and your desired metal!

I'm looking for a particular style that's not available on the website. Can you make it?

Yes, we currently accept fully custom orders. Please contact us with the description and metal of the style you're interested in. We'll get back to you within 12h with a quote.

Can I change the letters in my name necklace to be all caps or all lower case?

Yes! You can first place your order as usual. Once the order is placed, please contact us with the required modification and we'll gladly update the order for you.

Can I add an engraving that is longer than the allowed number of characters?

This will depend on the particular style of the item. Certain styles might allow for additional characters. Please contact us with the specific item link, and your desired number of characters!

How can I find my ring size?

Check out our sizing guide  and follow the instructions to find your perfect fit!

Will my jewelry look exactly like the preview picture on your website?

Our live previews are intended to present pictures that are as close to the physical product as possible.  This is to give you an idea of the final product and rule out any surprises.

How do I take care of my jewelry?

Don’t Mess With The Bling

Many cosmetics, hair products and lotions contain harmful chemicals that might affect the longevity of your jewelry.  As a rule, add jewelry to your outfit as the finishing touch.  This will ensure that your make-up has set and that no harmful residues remain.

Remove before you move

To keep your jewelry in pristine condition, always remove before participating in any strenuous activity.  Not only will this protect it against harmful chemicals found in sweat, but also from potential damage incurred during contact sports.

No Soap – Save The Shimmer!

Always remove all personalized jewelry before a shower or bath. This prevents harmful chemicals from damaging your pieces but also preserves the shimmering shine from being dulled by a film – caused by various types of soap.

Want to take the plunge? Take it off…

Pools and jacuzzis hold even more threats for your jewelry due to potential discolouration caused by chlorine and other chemicals. Save your poolside glam for just that – the side of the pool – and remove all jewelry before taking the plunge. 

Steer Clear of the Chemicals

Want your jewelry – and their radiance – to last forever? Then steer clear of any cleaning products. Most contain harmful chemicals that will affect both the condition and the longevity of your items.

 

ORDERS

Will there be any taxes on my order?

Only Canadian orders are subject to a sales tax. Taxes are applied at checkout according to the province of the shipping address.

Can I edit my shipping address after placing my order?

Yes – if your order hasn’t been shipped yet.  To request a change of address, contact us or email us at info@stakora.com, using your order number as the subject line. 

Can I edit the engraving, metal type, size, etc. of a product after placing my order?

Yes, we’re able to edit your order if it hasn’t been processed. Note that our orders may be processed earlier than expected, so please contact us as soon as possible if you require any changes.