Frequently Asked Questions

We’re here to make shopping with Starline Jewel simple. Find answers to some of our most frequently asked questions about ordering, our handmade jewelry, shipping, returns, payments, and more.

Account & Checkout

Do I need an account to place an order?

No. You can shop with Starline Jewel as a guest without creating an account.

A valid email address and physical shipping address are required at checkout so we can process your order, provide important order and delivery updates, and ship your purchase.

Creating an account is optional and can make it easier to view previous orders and manage your information for future purchases.

How do I create an account?

You can create an account through the My Account area of our website. Enter the requested information and follow the instructions to complete your registration.

Please use an email address you can access, as important account and order information may be sent to that address.

How do I update my account information?

If you need help with something you cannot change yourself, contact us at info@starlinejewel.ca.

How do I subscribe to your emails?

You can join the Starline Jewel mailing list through the newsletter signup form on our website.

We may send subscribers news about new pieces, collections, special offers and other Starline Jewel updates.

How do I unsubscribe from marketing emails?

You can unsubscribe at any time by using the unsubscribe link included in our marketing emails.

You may still receive transactional or service-related communications concerning orders you place with us.

Orders

How do I know if my order was received?

After placing your order, you should receive an order confirmation at the email address provided during checkout.

Please review the confirmation carefully. If you notice an error in your order or contact information, email info@starlinejewel.ca as soon as possible.

Can I change or cancel my order?

Please contact us as soon as possible if you need to change or cancel an order.

We begin processing orders promptly and will do our best to accommodate your request before shipment. Once an order has been processed or shipped, we may no longer be able to change or cancel it.

Can I change my shipping address after ordering?

We can only make changes if your order has not already been processed for shipment. Customers are responsible for providing complete and accurate shipping information when placing an order.

How can I check my order status?

If you created an account, available order information may be viewed through My Account.

You can also contact us at info@starlinejewel.ca and include your order number so we can assist you.

Our Jewelry

Is Starline Jewel jewelry handmade?

Yes. Our jewelry is handmade, giving each piece its own individual character.

Because pieces are made and finished by hand, you may notice subtle variations in details such as colour, finish, texture, pattern, dimensions, stone appearance or placement. These small differences are part of what makes handmade jewelry unique.

They do not affect your rights if an item arrives damaged, faulty or materially different from its description.

Will my jewelry look exactly like the photographs?

We make every reasonable effort to represent our jewelry accurately through the photographs and information shown on our website.

Because our pieces are handmade, slight variations may occur from one piece to another. Colours may also appear somewhat different depending on your device, screen and display settings.

What does “carat” mean?

The word carat can have different meanings depending on what is being described.

For gemstones such as diamonds, carat refers to weight. For gold, purity is commonly expressed in karats, such as 10K, 14K or 18K.

Product descriptions will provide the relevant information for each piece where applicable.

What does “TW” mean?

TW generally means total weight when referring to gemstones.

For example, where a piece contains multiple diamonds or gemstones, the stated total weight may represent their combined weight rather than the weight of an individual stone.

How should I care for my jewelry?

Jewelry should generally be stored carefully when not being worn and kept away from unnecessary exposure to moisture, chemicals, cosmetics and household cleaning products.

Care requirements can vary depending on the materials used in a particular piece, so we recommend following any care information provided with your jewelry or contacting us if you have questions about a specific item.

Shipping & Delivery

Where do you ship?

Starline Jewel currently ships to addresses within Canada.

Shipping to the United States is temporarily unavailable until further notice.

We hope to expand our shipping options in the future, and any changes will be reflected on our website.

How much does shipping cost?

We offer free standard shipping on orders over $75 within Canada.

For orders below $75, applicable shipping charges and available delivery options will be shown during checkout before you place your order.

How long will my order take to arrive?

Once your order has shipped, our current delivery estimate is generally 3–8 business days, depending on your location and the carrier.

Processing and delivery times are estimates rather than guarantees and may be affected by circumstances outside our control.

How do I track my order?

When tracking is available, you will receive shipping information at the email address provided with your order.

Use the tracking link or tracking number in your shipping confirmation to follow the progress of your delivery.

What could delay my order?

Delivery may occasionally be affected by high order volumes, product availability, carrier delays, weather, holidays or other circumstances outside our control.

If we become aware of a significant issue affecting your order, we will make reasonable efforts to keep you informed.

Do I need to sign for my delivery?

Signature requirements can depend on the shipping method, carrier, destination or value of the shipment.

If a signature is required for your particular delivery, the carrier’s tracking information should provide additional details.

What happens if I miss my delivery?

Follow the instructions provided by the delivery carrier. Depending on the carrier, another delivery attempt or pickup arrangement may be available.

The tracking information associated with your shipment will usually provide the most current delivery instructions.

Returns & Exchanges

Can I return or exchange an item?

Eligible items may generally be returned or exchanged within 30 days of delivery, provided they meet the conditions of our Returns & Exchanges Policy.

Items should be returned in resalable condition. Unless the item is faulty, damaged or otherwise covered by applicable rights, customers are generally responsible for return or exchange shipping costs.

Please review our Returns & Exchanges Policy for complete details before sending an item back.

Can earrings be returned?

For hygiene reasons, earrings are generally not eligible for return or exchange.

This exclusion does not apply where an item is damaged, faulty or where a return or other remedy is required by applicable law.

What should I do if my order arrives damaged?

Please contact info@starlinejewel.ca as soon as possible and include your order information and photographs showing the damage.

We request that shipping damage be reported within 3 days after tracking confirms delivery so we can investigate promptly.

This requested reporting period does not limit any rights you may have under applicable law.

What if my jewelry has a manufacturing defect?

Our voluntary defect assistance during the first three months varies depending on when the issue is reported. Please see our Returns & Exchanges Policy for the current procedure and available options.

Nothing in our voluntary policy limits rights or remedies that cannot lawfully be excluded.

Payments & Refunds

What payment methods do you accept?

Starline Jewel accepts a variety of payment methods. Available options may include major credit and debit cards, Apple Pay, Google Pay and other payment methods displayed at checkout.

The payment options available for your order will be shown during checkout before you place it.

When will I be charged?

Payment is generally processed when your order is placed.

If your payment cannot be authorized or completed, your order may not be accepted or processed.

Can I change my payment method after placing an order?

Once an order has been placed, we generally cannot change the payment method used for that transaction.

If you believe there is a problem with your payment or order, contact info@starlinejewel.ca as soon as possible.

How are refunds processed?

Approved refunds are generally returned to the original payment method used to place the order.

Once a returned item has been received and inspected, processing may take approximately 10–15 business days. After a refund has been issued, your bank or payment provider may require additional time before the funds appear in your account.

Can my refund be sent to a different payment method?

Generally, no. Refunds are normally returned to the original payment method used for the purchase.

Processing times after a refund has been issued are determined by your bank or payment provider.

Sizing

How do I choose the right size?

Please refer to our Size Guide for available sizing information before placing your order.

Because sizing can vary depending on the type and design of jewelry, review the measurements provided for the individual product whenever available.

If you’re unsure, contact us before ordering and we’ll be happy to help.

Privacy & Security

How does Starline Jewel protect my information?

We take reasonable administrative, technical and organizational measures designed to protect personal information handled through our website.

Online services can never be guaranteed to be completely secure, so we avoid making absolute guarantees about the security of information transmitted electronically.

For more information about how we collect, use and handle personal information, please review our Privacy Policy.

Does Starline Jewel store my complete credit card information?

Payments may be processed through third-party payment service providers.

Where a payment provider processes your payment directly, Starline Jewel does not need to retain your complete payment-card details.

Please see our Privacy Policy for additional information about how personal information is handled.

Contact & Support

How can I contact Starline Jewel?

For questions about an order, product, return or anything else related to shopping with us, email:

info@starlinejewel.ca

When contacting us about an existing order, please include your order number whenever possible so we can assist you more efficiently.

How can I provide feedback?

We’d love to hear from you.

You can send comments about your Starline Jewel experience, our products or our website to info@starlinejewel.ca.

Customer feedback helps us continue improving the Starline Jewel experience.