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Free shipping and free returns on all READY TO SHIP pieces within Canada! Free shipping and free returns on all READY TO SHIP pieces within Canada!

FAQ

ABOUT US 

Is all your jewellery made by hand?

Yes, everything is handmade either at our atelier/boutique in Montreal or with assistance from one of our local subtractors.

What part of my Pilar Agueci Jewelry is made by a subcontractor?

We strive to keep as much production in house as possible but from time to time we hire a specialist to help us out in assuring our jewelry is produced to match industry standards.

 

PROMO CODES

Why isn’t my discount code working?

The HELLO10 discount, which is received when you sign-up for our newsletters, can only be used once. The discount does not apply to UNION (our wedding and engagement rings collection), custom projects or pieces under $50.

Can I combine promo codes?

Multiple promo codes cannot be combined.  

Can I use the HELLO10 discount on a custom piece?

The discount code is not applicable on custom pieces.

Why can’t I see the sale price associated with the current discount code?

Some discounts are only applied at checkout. 

Can I use a discount code in the store?

Yes, most discounts are also redeemable at the store.

 

PAYMENT OPTIONS 

Can I pay in instalments?

You can pay in multiple installments thanks to Sezzle. 

What is Sezzle?

Sezzle is a payment plan that gives customers the freedom to pay for an item in four installments. You can purchase the item immediately with a downpayment of 25% of the total price and the remaining amount is paid in 3 more 25% instalments over the course of 6 weeks. There are no hidden fees and no interest charges. 

Can I use Sezzle on a custom piece?

Sezzle is only available on select products. Sezzle can be used to purchase all products available online between $50 and $2500.00CAD. Sezzle cannot be used towards custom projects and/or repairs.

What payment methods do you accept?

We accept multiple payment methods, including Interac, Visa and Mastercard.

Do you take American Express?

We do not accept American Express. 

 

CUSTOM PROCESS

What is the payment schedule for custom pieces?

To start a custom project we ask for a $250.00 deposit. You can see more detailed information about our custom process in the following document.

How do I book a custom consultation?

You can book a custom consultation using our online calendar by following the link here

What kind of custom work do you do?

Our most popular custom projects are engagement rings, wedding rings, and remodeling old jewelry into new jewelry.

How long does the custom process take?

The custom process takes 4-8 weeks depending on the complexity of the project and the time of year.

What is the minimum charge for custom work?

The minimum charge for custom projects is $500.

 

BOUTIQUE VISITS

Are you presently open?

Yes, we are open during regular business hours. Our business hours are found on our website, on our Instagram and on Google.

What will I find at the boutique?

When you visit the boutique you will find a selection of our pieces, gifts for the home and our beautiful studio!

How many people can be in the boutique at the same time?

We allow 2 people maximum in the boutique at one time.

Can I see the jewellery in person at your boutique?

Though we have a large selection of work at the store, some pieces on our site might not be at the shop. If you’re interested in a particular piece, please call the boutique ahead of time to make sure the piece you are interested in is available in-store. 

Please note that each piece of jewellery is handmade and therefore might not always be in stock. 

How do I get to your boutique?

Our boutique is located at 180 Beaubien East, just five blocks from Metro Beaubien and two blocks from the #55 Saint-Laurent Bus.  We are nestled in the gorgeous neighborhood of Little Italy and the Petite Patrie.  We have many neighbouring boutiques, cafes, and eateries to explore so a visit to the neighbourhood would be worth it! 

 

READY TO SHIP

What is ready to ship?

Ready to ship means a product has already been produced and can be shipped from the shop — or picked up in-store — once the order is processed.  

How long does it take to process an order?

It takes one day to process an order so we ask for 24 hours notice.  If you need your order the same day, please give us a call or send us an email and we would be happy to accommodate.

If the piece isn’t in the ready to ship section on your website, how long does it take to make?

Items that are not in stock take approximately 3-5 days to produce. Items from our UNION collection take approximately 2-3 weeks to produce.

These timelines apply to all orders placed online and via email. If you have a particular deadline, please let us know when you place your order and we’ll do our best to deliver the piece on time, depending on our schedule and availability. 

 

SHIPPING 

What are your shipping delays?

Domestic

Please expect delivery within 5-7 business days. We are not responsible for delays in shipping during a heavy production season, such as the holidays or during times of exceptional circumstances such as Covid-19.

International

Please expect delivery within 14-21 business days. We are not responsible for delays in shipping during a heavy production season, such as the holidays or during times of exceptional circumstances such as Covid-19.

Do you gift wrap?

Yes, we offer gift wrapping on all of our products.  If you’re ordering multiple gifts for different people, please add it to the notes of your order, this way we will be sure to wrap everything individually.  

 

RING SIZING

What do I do if I don’t know my ring size?

No problem! Our ring sizing guide has multiple instructions on how to find your ring size. 

Do you do ring resizing?

Yes. We offer one complimentary resizing of our rings within three months of purchase. The customer is responsible for all costs associated with the shipping of the item for resizing. The price point for resizing rings after the first complimentary resizing and for rings that are not made by Pilar Agueci is made on a case-by-case basis. 

Can you size my finger at the shop?

Yes! If you’re purchasing a piece, we offer complimentary ring sizing. Otherwise, we charge a flat fee of $15 for sizing your fingers. 

I don’t see my ring size online! What should I do?

We list our most popular sizes online but we offer inclusive sizing such as, larger sizes, smaller sizes, and quarter sizes! To order a specialty size, simply select the closest size on the drop-down menu and then write down the specific size you need in the section titled “Special Instructions” while making the purchase. Please note that specialty sizes are ineligible for return, exchange, or store credit.

 

GEMSTONES 

Do you use ethically sourced gemstones?

We do our best to source stones responsibly.

Will the stone match the one in the image perfectly? 

Every stone is unique and natural. Slight variations may occur. That is what makes stones so special! 

Our ready to ship pieces are accurate though lighting and camera angles can slightly impact the colour and the visible inclusions in the stone. This is why we showcase multiple images for you to have the best possible representation of the piece.  

What are inclusions?

Inclusions are material that is trapped inside the gem during its formation. These elements are what attracts us to certain stones and what we find makes Misfit Diamonds so unique.  

Who is Misfit Diamonds?

Read our interview with Ashkan, founder and owner of Misfit Diamonds, one of our beloved diamond suppliers. View our curated selection of Misfit Diamonds here.

 

JEWELRY CARE

How do I clean my Jewelry?

Visit our Jewelry Care page to learn more about keeping your jewelry in good condition.

How often should I check for loose stones?

Best practice is to check for loose stones at home once every 2 months and plan to get it checked by a professional every 6 months. 

How do I check for loose stones?

After cleaning your jewelry at home, take a sharp object like a safety pin or a thumb tack and gently press on the bottom of the stone to check for movement.

 

RETURNS

Do you accept returns?

Returns are free. Returns are welcome up to 15 days after receiving your new piece.
If you wish to return your item please contact us to issue the return label.  Items must be returned in their original packaging and must be returned unworn.  Once the item is received and checked, we will process the return. 

 

REPAIRS 

In case of damage, how long after the purchase is my jewellery guaranteed? 

We will repair, free of charge, any manufacturing default of our jewelry up to one year from the date of purchase. Repairs on our jewelry from excessive wear and tear are charged at an hourly rate of $80.00

Do you do repairs?

We do repairs on jewelry made out with our studio however we ask that you bring the item in for assessment. 

If you would like to repair a piece of jewelry we have made, please send an email with details of the repair and a photo of the item to info@pilaragueci.com. We will assess the item for repair and respond within 48 hours. The customer is responsible for all costs associated with the shipping of the item for repair. We suggest you insure your item for return through the carrier of your choice and send us the tracking number via email. We are not responsible for customs or other fees associated with the Canadian and American border. 

The price of a repair is made on a case-by-case basis.

 




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