Equilibrio Gems attempts to create the highest quality of products possible. If at any time there is a damage beyond the natural wear and tear of a jewelry item, please contact uswithin a year of purchase. We will advice you on the next steps for having the item replaced or repaired. The repair or replacement is subject to additional fees agreed beforehand.
Ordering
Yes. Certain items will be excluded from discount codes, sales or promotions. Only one discount code can be applied at checkout and are valid for one time use per purchaser, unless stated otherwise. All sale items are final sale.
We generally process and prepare your order for shipping immediately, so you may not be able to make any changes or cancel your order as it could have already been shipped. In this instance, you would have to return your order once you’ve received it, in accordance with our Returns Policy.
Shipping
Shipping is FREE on Canadian orders above $150 (before taxes and discounts).
Canada shipping below $150 - a $10 shipping fee is applied
US shipping - a $15 shipping fee is applied
International shipping - a $20 shipping fee is applied
We use Canada Post/DHL Express/FedEx International Economy for all US and international orders as well as Canada Post for those being delivered within Canada.
The shipping and handling times depend on the items you're ordering. Some items may be on back order, meaning they are coming, we’re just waiting to get the materials in. You can still purchase the item, however shipping times may be delayed. Made to order items or custom items may take a bit more time to receive - please be patient! In stock items are ready to ship immediately and expected to ship within 1-3 business days.
If your order has not yet shipped, email us with the new address and order number and we can adjust it for you. If the order has already been processed and shipped, we won’t be able to adjust the address for you.
Absolutely! If you’re in the area and would like to pick up your order or drop off a return, please contact us to set up a time and date.
Returns
All sale items are final. Please make your selections with care and review all product information before making your purchase.
First off, our apologies! Please send your order number and a photo of the defective or incorrect piece and we would be happy to help resolve any issues right away.
Store
Equilibrio Gems is based out of Toronto, Canada. We do not have a storefront, however Equilibrio Gems can be purchased through EquilibrioGems.com and our listed Stockists or Pop-Up events.
To find a stockist in your area, please click here. This will provide you will all the locations that carry Equilibrio Gems products. Please contact the store to inquire about the specific products they carry or if you are looking for a specific item. Please note that the stores do not carry a complete collection of Equilibrio Gems items.
