Frequently Ask Questions (FAQs)

Why choose NLGF?

We are a family based Canadian business with a passion to provide you best quality at most reasonable prices. With over 20 years of experience as jewelers we create exquisite pieces with precious metals and stones. Our handmade pieces mirror bespoke craftsmanship. We work with each client on a one-to-one basis to understand their needs and likes. Our turn-around times are shorter for repairs, services, and custom jobs. Our wide selection of jewelry ensures we have something for everyone. We keep our margins low to bring you jewelry that does not cost an arm or leg.

I need help ordering online.

Contact us for help regarding placing orders or if you are experiencing any technical issues.

I ordered an item from you. Now what?

Sit back and relax. After your order is received, we will send you a ‘Confirmation of order received’ email with your order number and other details. Please review it and contact us at [email protected] immediately if you find any errors. We may need information from the ‘Confirmation of order received’ email sent to you. Keep it handy. Once your payment has been received, your order will be processed and shipped. An ‘Order processed and shipped’ email will be sent with tracking information.

What is your shipping policy?

We ship orders Canada wide using trackable shipping services. Tracking IDs will be sent via email used while making purchase once a shipping label has been generated. Please note that shipping cannot be re-routed once an item has been shipped out. For more information, see our shipping policy

I did not receive my package.

Please track your package via tracking information provided. If the package is delayed, please call the carrier for more information. If that does not work for you, please contact us. We may be able to help you. We will need information from the ‘Confirmation of order received’ email sent to you. Keep it handy.

I want to change my order after it has been placed.

You will have a window of opportunity to change your order within 24 hours of placing the order. Please contact us at [email protected] to advise of the changes. We will need information from the ‘Confirmation of order received’ email sent to you. Keep it handy.

An item I wanted to order is now showing out of stock.

Please contact us and we can let you know when the item will be available again. We may be able to expedite its availability.

An item I ordered is received damaged.

In case you receive goods that are damaged, incorrect item, or incorrect quantity, notify us by email at [email protected] of the problem within 24 hours of receipt of goods with proof (please click pictures as you open the package – making a video is the best option). In such circumstances, you must also keep all packaging as this may be required when making a claim. You also need to let us know if you need a refund or exchange. Where possible, we will offer to repair faulty items. If you wish to return an item for a refund, you will need to send it to us within 7 days of its receipt. Return shipping will be your own expense. If you would like to exchange the damaged item, please be aware that we can only replace it for the same product in the same color and style, subject to availability and within the above-mentioned timeframe. Return shipping will be provided where items received faulty are returned to us for exchange or repairs. We will bear reshipping of the item back to you after exchange or repairs.

I want to cancel my order.

Orders can be cancelled at any time up until the order is dispatched, meaning you should cancel it as soon as possible BEFORE you receive the email from us confirming that your order has been shipped. Unfortunately, we cannot cancel an order after it has been shipped. In such case, please wait until you receive the items and then follow the procedure to return the products. To cancel your order, you must notify us of your decision as soon as you can by emailing us at [email protected] using the subject heading ‘CANCELLATION’ and supplying your order number and address. Please note that custom made orders and personalized jewelry orders are not cancellable and are not eligible for returns/exchanges/store credits. For more information, read our order cancellation policy.

I want to return an item.

If you wish to return an item, please email us at [email protected] to notify us of the return in writing within 7 days of receiving the goods. Please provide your order number in the email with the subject line ‘RETURNS’. Unfortunately, we are not able to provide free returns unless the return is due to a manufacturing defect or an error on our part. For more information, see our returns policy.

What is your exchange policy?

You can exchange items 30 days of receiving them. Items may be exchanged in store or you follow the returns process and then order another item as usual. Shipping costs will be your expense unless the return of item to exchange is due an error on our part or due to item received damaged. All exchanges must be accompanied by the original sales receipt and original packaging. Customized items, e.g., special orders, personalized items, engraved orders etc, are non-returnable, non-refundable, and non-exchangeable. For more information, see our exchange policy.

I need a custom item made. Can I use my scrap gold to get it made?

Custom jewelry is our specialty. We can sure use your scrap gold to melt it and use it towards making your custom orders.

What is your refund policy?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Upon approval, you can expect a refund (via the mode of purchase used during checkout) in 30 days of our receiving your returned product. Refunds will be processed to the mode of payment that was used to make the purchase. We will notify you of the rejection of your refund request via email used to request the refund. We reserve the right to charge a restocking fee and any other costs we incur in connection with the return of the goods. FINAL SALES ARE NOT ELIGIBLE FOR RETURNS/EXCHANGE/REFUND/STORE CREDITS. See our refunds policy for more information.

Do you buy or trade in scrap gold?

Yes, we buy scrap gold at competitive prices. See our Buy Sell Gold Form for more information. We can also trade in scrap gold and diamonds towards your purchases or custom orders.

Do you have payment plans?

We offer layaway plans. No credit checks required. We will work with you to figure out terms of payment that are convenient for you. See our layaway policy and Layaway Form for more information.
We also offer Shop Now Pay Later plan. Learn more