About
FAQ
๐ช๐ต๐ฎ๐ ๐ถ๐ ๐๐ต๐ฒ ๐๐๐ฟ๐ป-๐ฎ๐ฟ๐ผ๐๐ป๐ฑ ๐๐ถ๐บ๐ฒ ๐ณ๐ผ๐ฟ ๐บ๐ ๐ผ๐ฟ๐ฑ๐ฒ๐ฟ?
For permanent collection pieces, the lead-time can vary from 2-4 weeks.
For custom projects, we can discuss timelines! Custom projects usually start at around 4 weeks.
Please keep in mind it is just me, Jay, working on your piece.
๐ช๐ถ๐น๐น ๐ ๐ด๐ฒ๐ ๐บ๐ ๐ฐ๐น๐ฎ๐/๐๐ผ๐ผ๐๐ต ๐ฏ๐ฎ๐ฐ๐ธ?
I should be able to return your claw/tooth back, no problem!
For claws, I sometimes need to thicken them to make them more stable to make a mold. I use a very thin coat of clear resin for this. I will be sure to check with you first if this is ok! There is a risk of cracking or breaking.
Please note, I will do my best to return your special item back in the best condition possible.
๐๐ฎ๐ป ๐ ๐ฐ๐๐๐๐ผ๐บ๐ถ๐๐ฒ ๐ฎ ๐ฝ๐ถ๐ฒ๐ฐ๐ฒ?
Yes! Please fill out our custom projects form and I will be sure to get back to you.
๐ช๐ต๐ฎ๐ ๐ถ๐ ๐๐ต๐ฒ ๐ฟ๐ฒ๐๐๐ฟ๐ป/๐ฟ๐ฒ๐ฝ๐ฎ๐ถ๐ฟ ๐ฝ๐ผ๐น๐ถ๐ฐ๐ ๐น๐ถ๐ธ๐ฒ?
All orders are final sale. If you have any questions or you are unsure of what metal, size, or stone you would like, please send me an email ahead of placing your order.
If you need to cancel your order, exceptions can be made, however, a 5% transaction fee will be applied. Please note, this does not apply to custom orders. All custom orders are final sale and cannot be cancelled at any time.
For repairs, this is case-by-case. Please email me.
๐ช๐ต๐ฎ๐'๐ ๐๐ต๐ฒ ๐ฑ๐ฒ๐ฎ๐น ๐๐ถ๐๐ต ๐๐ต๐ถ๐ฝ๐ฝ๐ถ๐ป๐ด?
Your shipping will be calculated at checkout and you will be able to select your preferred method.
All orders will be shipping from Montreal, Canada. Please be informed on your country's import laws and regulations before purchasing your order. Please note, Sugarland is not responsible for any duties or taxes charged as well as lost or stolen packages.
Please be sure to ship your package to a secure location!
If you are purchasing from the USA, please be aware of the current tariff situation. I will be providing a CUSMA Certificate in your shipment. You shouldn't be charged tariffs, however, if you are, you will be responsible for this payment or disputing directly with the shipping agency.
๐๐ผ๐ ๐ฑ๐ผ ๐ ๐๐ฎ๐ธ๐ฒ ๐ฐ๐ฎ๐ฟ๐ฒ ๐ผ๐ณ ๐บ๐ ๐ท๐ฒ๐๐ฒ๐น๐ฟ๐?
To maintain your special piece, it is recommend to remove your jewelry while showering, swimming, exercising, or doing any other tasks that may damage your piece.
It is recommended to avoid prolonged exposure to alcohol based products, chlorine, and other materials that may alter your jewelry.
For an at-home cleaning, I recommend using a gentle dish soap, warm water and a soft toothbrush.
๐ ๐ฐ๐ฎ๐ป'๐ ๐ณ๐ถ๐ป๐ฑ ๐บ๐ ๐พ๐๐ฒ๐๐๐ถ๐ผ๐ป. ๐๐๐๐ฃ!
If your question isn't answered above, please feel free to email me!
๐๐จ ๐ฟ๐ถ๐ด๐ต๐ ๐ผ๐ณ ๐๐ถ๐๐ต๐ฑ๐ฟ๐ฎ๐๐ฎ๐น
Right of withdrawal
Under EU consumer protection law, customers who purchase goods or services online have the right to cancel their purchase within 14 days of receiving the goods, without giving a reason. This 14-day period is commonly known as the cooling-off period.ย
What does this apply to
This right does not apply to made-to-order or personalised goods. Under Article 16 of EU Directive 2011/83/EU, the right of withdrawal is excluded for:
- Goods made to the consumer's specifications
- Goods that are clearly personalised
All Sugarland Jewelry pieces are custom made-to-order which fall outside the coverage of this law.
If you have any questions, please email jay@sugarland.ca.
Directive (EU) 2023/2673 has been updated as of June 19, 2026 by Directive (EU) 2023/2673.
