FAQ

What method of payment do you accept?

We accept VISA, MASTERCARD, AMERICAN EXPRESS and PAYPAL.

How do I check my order status?

Simply login to your MOVIDA account and check the status of your orders.

What are your live chat hours?

Our live chat agents are online 8am - 8pm EST 7 days a week.

Do you ship to my country?

We ship to more than 192 countries worldwide. Please check shipping availability to your region at checkout.

Will I be charged duties and taxes?

Items are directly shipped to you from the designers you ordered from. If the designer is located in a different country from yours, you will be subject to duties and taxes. As the import duties and taxes are charged by the country of your residence, we will not be able to predict or waive the import taxes. The shipping carrier will contact you for direct payment if there's any import taxes incurred. 

How can I be sure that your jewelries are made of genuine materials?

All our items are backed by our lifetime warranty which means we are so confident that you will love and wear our pieces forever. Also, we provide jewelry appraisals to authenticate the materials and gemstones we use. The appraisal service costs 70 CAD upon request.

Do you do custom works?

Our designers are fully equipped with the skills to customize and design the piece of your dream. Please contact us regarding your idea and requirements, we will handle the rest.

Can I request a size that's not listed on the product page?

Most of our designs are handmade-to-your-order. Please contact our live chat agent or email our customer service for the request.
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shipping

cost

CANADA

Free shipping on orders over $50. A flat shipping fee of $15 for orders under $100.

U.S.

Free shipping on orders over $50. A flat shipping fee of $20 for orders under $100.

INTERNATIONAL

Shipping charge varies on location and is calculated at checkout

time

making

Approximate arrival time is displayed on individual product page. All in-stock items will be processed within 1-2 business days. To guarantee the quality of every made-to-order piece, most of our designers' items may take 1-5 weeks to be fulfilled. Individual processing time is found on the product page. Email updates about the making progress of your orders will be sent out to you.

shipping

Canadian orders | 1-7 business days

U.S. orders | 4-6 business days

International orders | delivery time may vary by location.

risk-free

All outbound orders are fully insured. Please make sure that the address you entered is 100% correct.

duties

Items are directly shipped to you from the designers you ordered them from. If the designer is located in a different country from yours, you will be subject to duties and taxes. As the import duties and taxes are charged by the country of your residence, we will not be able to predict or waive the import taxes. The shipping carrier will contact you for direct payment if there are any import taxes incurred. 

unsuccessful delivery

All returning parcels caused by inaccurate shipping information provided by the customer will be subject to additional delivery charges.  Canadian and U.S. customers are subject to an additional fee of $5.99. International customers are subject to an additional fee of $14.99.  We will re-ship the parcel in 1-2 business days after receiving the payment.
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returns

how

Simply login to your account to process the return.
If you checked out as a guest, please register with the email you checked out with to start the return.

domestic or international

If the designer you purchased from is located in a country different from yours, your return is considered an international return. If the designer you purchased from is located in the same country as you, your return will be considered a domestic return. Please refer to "cost" and "risk-free" for specific return information.

conditions

All items and packagings are thoroughly inspected before refund and they have to fulfill the following conditions:
  • the item is unworn and undamaged
  • the item was not marked final sale when sold.
  • the item and the packaging are in their original condition (unworn and undamaged).
  • the item is not a custom order such as a smaller-than-usual size or engraved jewelry.
  • the item is not a handmade-to-order piece.

cost

Canada and U.S.

Free return in Canada and U.S.

Please note that designers' made-to-order pieces that take more than 2 weeks to arrive (displayed on individual product page) are not eligible for returns.

International

Customers will be responsible for shipping and insurance costs of the returning items.

Any unpaid duties and taxes incurred during the return process will be deducted from the refund amount.

time

Please notify us of your intention to return an item within 7 days you received it. The item has to be returned to our facility or the designers within 30 days.

risk-free

Domestic

All domestic returns are fully insured by us

International

Customers are liable for the returning items before they reach our facility. Please insure all returning items to minimize your risks.

exchanges

We apologize that we do not accept exchanges and replacements as all jewelry pieces at MOVIDA are handmade-to-order.

refund

Refunds are only issued for returns and defects. We do not issue refunds for orders that have been sent back to us due to inaccurate shipping information. We refund 1-2 business days after receiving and inspecting the item(s). If the parcel arrives with import duties, we will deduct the amount from the total refund.
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lifetime warranty

how

We offer lifetime warranty for manufacturing and material defects.
Please email us your name, concern, photos showing the condition of the piece, and attach your original proof-of-purchase.
We will gauge the condition and offer the best solutions for your jewelries.

what’s covered

Any manufacturing and material defect such as loose chains, scratched surface etc. Repairs usually take 4-6 weeks to complete.

what’s not covered

Any damage caused by abnormal use, accident, attempted repairs, modification and failure to follow the Jewelry Care Guide. We do not hold responsibility for any lost stones or parts of your jewelries. We reserve the right to deny any unreasonable repairs.
Tarnishing and normal fading of gold-plated, gold-dipped and brass/bronze items is not covered under lifetime warranty. A 90-day warranty is offered for all gold-plated, gold-dipped and brass/bronze items.

gold-plated and more

Gold-plating and gold-dipping jewelry is electroplated with a full layer of solid gold. However, this layer will eventually fade as you wear your jewelry over time. The colour of the base metal will become visible. Hence, tarnishing and normal fading of gold-plated and gold-dipped items is not covered under lifetime warranty. Bronze and brass are metal alloys of copper. They are subject to tarnishing over time. A 90-day warranty is offered for all gold-plated, gold-dipped and brass/bronze items.

cost

Within the first year of purchase, all shipping and repair costs incurred by the claim is fully covered by us. All repairs are subject to shipping charges and applicable taxes and duties after the first year of coverage. All repairs are free. Please always insure the jewelry when shipping them to us.

replacements

We apologize that we do not offer replacements as all of our pieces are handmade-to-order.

exchanges

We apologize that we do not accept exchanges and replacements as all jewelry pieces at MOVIDA are handmade-to-order.
still in doubt?contact us