FAQ
How can I contact you?
You can reach our team many different ways!
- Email: hello@carolily.com. We always aim to respond to our clients within 1 business day.
- Phone: 778-552-3037. We are typically available by phone Monday through Friday 9:00 - 4:00 PDT.
- Direct message on Facebook or Instagram.
Do you offer gift wrapping?
Yes!
In fact, we always wrap every piece of Carolily in gorgeous packaging! It's one of the many ways we say thank you for choosing us.
Jewelry Questions
Where is your jewelry made?
All of our statement jewelry is designed and handcrafted from our studio in British Columbia, Canada by our in-house team. Our bespoke rings are created by our metalsmith in Alberta. We never outsource production and take great pride in the pieces we create!
What materials do you use?
We work with a variety of high quality materials! Some of our favorites include European crystal pearls, sterling silver, hypoallergenic stainless steel, freshwater pearls, European crystal, crystal quartz, and various gemstones.
Who makes your jewelry?
Our in-house team of jewelry artists create all of our statement jewelry. We have attracted a wonderful team of kind, caring, talented individuals who have the honor of crafting your piece of Carolily.
What if I need an adjustment on my jewelry?
We offer complimentary adjustments on all of our jewelry, unless otherwise stated on the product page.
We will lengthen or shorten your bracelet or necklace up to 2" at no cost when requested at the time of placing your order.
Sterling silver fishhook earwires can be exchanged for hypoallergenic stainless steel fishhook earwires at no cost.
How do I care for my jewelry?
To keep your piece of jewelry in beautiful condition, we recommend that you...
- Store your jewelry in an airtight container between wears.
- Never spray beauty products on while wearing jewelry. We suggest spraying all products on and allowing to dry thoroughly before putting on jewelry.
- Avoid wearing your jewelry while swimming, showering or in the hot tub.
- Polish tarnished silver jewelry with a soft, treated cloth rather than abrasive dipping solutions. You can purchase a cleaning cloth here.
- Clean silver near gemstones with a toothbrush and toothpaste. Rinse and dry thoroughly after cleaning.
You can learn more about preventing tarnishing in our blog article, "How To Keep Your Jewelry From Tarnishing".
Shipping questions
How long until I receive my order?
It takes us an average of 10 business days to handcraft your jewelry before it is shipped out, excluding weekends, holidays and studio closures.
Standard shipping within Canada takes 2-10 business days and expedited takes 1-7 days, dependent on location. Shipping to the US takes an average of 7 business days. Shipping to the UK takes an average of 7 business days.
Where do you ship to?
We currently offer shipping to Canada, the United States, Europe, and the United Kingdom. For shipping inquiries outside those regions, please email us at hello@carolily.com to discuss if your request can be accommodated.
Do you offer expedited shipping?
We offer Expedited, Express and Standard Shipping within Canada and the US. We offer Worldwide Expedited shipping to the UK.
Can I update my shipping address?
If your order has not been fulfilled or shipped, yes! Please email us at hello@carolily.com to provide the correct mailing address. If the order has already shipped, we are unable to make changes to the address.
Can I send my friend a gift?
Absolutely!
At checkout, you can set the "Billing Address" as your own and the "Shipping Address" as your friend's.
There is also a "Note" section at checkout so that you can let us know it is a gift!
Returns & Warranty
What is your return policy?
We offer free returns for qualifying jewelry items within 14 days of the delivery date.
You can exchange your jewelry or receive a store credit. As a small business, we do not offer refunds.
Contact us at hello@carolily.com to arrange.
Qualifying items must be:
- Unworn and in new condition
- In their original packaging
Exchanges and credits are not available outside of 14 days, unless there is a defect with the jewelry (read "Warranty" section below).
All apparel, including clothing and bags, is final sale.
Sale items, custom jewelry, and Sunday Specials are final sale.
Refunds and order cancelations will not be issued for failure to apply a promotional code or discount.
All shipping and handling charges are non-refundable.
Your credit or exchange will be processed once Carolily has received the product.
Do you offer a warranty?
Carolily jewelry is designed with high-end materials and impeccable craftsmanship. We pride ourselves on creating quality jewelry that can be worn, cherished and loved for decades.
With this in mind, we are proud to offer a lifetime warranty on all Carolily jewelry, as of November 2023.
Our warranty includes manufacturing defects, as well as normal wear and tear.
The warranty does not include mistreatment of your jewelry, including improper use or storage, lost items, or damages caused by accident.
To ensure you are properly taking care of your Carolily, please read our Jewelry Care.
To learn more about our warranty or to have your Carolily jewelry repaired, please email us at hello@carolily.com.
Promotions & Discounts
Do you offer any discounts?
Yes! Our Carolily Family members are sent special promotions throughout the year via our email newsletter.
How do I apply a promo code?
During checkout, you will see a space that says "Gift Card or Discount Code". Type in your promo code, be sure there are no spaces, and hit the "Apply" button. Please review your order prior to placing it to ensure your promo code was successfully applied. If you are having any issues, please email us at hello@carolily.com prior to placing your order. Orders cannot be edited once placed and refunds or credits will not be issued for failure to apply a promo code.
Read more on how to use a promo code and our promo code policy here.
Can I use more than one promo code at a time?
No, our online shop only allows one promo code to be used at a time.
Can I edit my order if I forget to use a promo code?
No, unfortunately our system does not allow us to edit an order after it is placed. Please be sure to fully review your order before placing it.
Can I get a credit if I forget to use a promo code?
No, we do not issue credits for order that did not apply a promo code. Please contact us at hello@carolily.com prior to placing your order so that we may assist you.
Can I cancel my order if I forget to use a promo code?
No, we do not issue refunds or cancelations for orders. Please be sure to manually add the promo code you wish to use at checkout where it says "Gift Card or Discount Code" and click the "Apply" button. If you have any issues applying a promo code, please email us at hello@carolily.com prior to placing your order. No exceptions will be made.