customer service

Our customer care representatives are available to answer any questions Monday to Friday from 8 am to 4 pm (Pacific Standard Time) at 604.831.8800.

If you would like information about our events and exclusive jewelry shows, please contact 604.831.8800 or email us by clicking here. Please be sure to indicate which city you are from.

payment options

All prices are in Canadian Dollars. We accept both Visa and MasterCard only. Sales to Canadian residents are subject to 5% Goods and Services Tax. All purchases by British Columbia residents are subject to 6% Goods and Services Tax and 7% Provincial Sales Tax.

packaging

All of our jewelry is packaged with care in our signature sugarlime black pillow boxes. The box is then protected and shipped in a securely sealed bubble envelope and sent out via Canada Post Expedited within Canada. Orders outside of Canada are sent via Canada Post Small Packet Air. We just ask that you please reuse and recycle, thank you!

shipping

Shipping is FREE for all orders over $75.00 (pre-tax) to one address. Shipping & handling charges within British Columbia is $6.95 CAD. Shipping charges to other locations, including the United States and International is $10.95 CAD.

Most sugarlime items are in stock and will ship out in 1-2 business days from the time of your order. If components are out of stock, some items may take up to 2 weeks to ship. You will be contacted within 1-2 business days of ordering if there are any delays with your order. To inquire regarding stock availability or to verify the status of your order and shipment, please contact Customer Service at 604.831.8800 or email info@sugarlime.com

cancellations

Order cancellations may be subject to a $10.00 restocking fee.

lost earrings

If you have lost an earring, provided it is a piece that is currently offered by sugarlime, we can sell the one earring to you. Please contact our office first to ensure that the piece is still in production. As all of our pieces are handmade, we require you to send the remaining earring in to our office to guarantee a match.

lost earring backings

Lost the backings from your earrings? We sell various earring backings. Sterling Silver bullet backings - 3 pairs ($4), 14 kt. gold filled butterfly backings - 3 pairs ($4), and rubber ear wire backings - 3 pairs ($1). We also offer a variety pack of all 3 types - 2 pairs of each ($6).

necklace & bracelet lengths

Most of our necklaces are offered in the standard lengths of 16" and 18", and our bracelets are 7" and 7.5". There is NO EXTRA CHARGE for necklaces requiring up to 24" in length, and bracelets up to 9" in length. If you require longer lengths, please contact our office for pricing.

product care

Each sugarlime design is hand-crafted with delicate chains, wires, crystals and other various components. Please use appropriate care when handling, wearing and storing your sugarlime jewelry to enjoy timeless wear. Sterling silver, 14 kt. gold filled, brass, silver and gold plating all have a tendancy to oxidize when exposed to oxygen and light - it's an inevitable natural process. To help prevent this, we recommend keeping your jewelry in a resealable plastic bag in a dark spot away from moisture. Never store more than one item of jewelry in the same bag - this usually causes necklaces to tangle and components to become scratched. Also, give your jewelry a quick polish on a regular basis with a jewelry cleaning cloth - the cloth will sparkle up crystals and brighten up metals. Cleaning cloths can be purchased online or at sugarlime's exclusive jewelry shows for $5.

Always apply perfumes and sprays before accessorizing and keep all of your jewelry dry at all times. Please also note that due to every individual's body chemicals, jewelry may or may not inevitably tarnish quicker than others.

return policy

sugarlime.com will accept items purchased on our website for exchange or refund, if the item is returned in new and re-saleable condition, with a sales receipt, tags attached, and within 14 business days from the delivery date of your order. Once your return is processed, a credit will be issued in the same form of original payment for the merchandise amount only. We can not refund shipping charges on return items. Sale items are non-returnable. Exchanges will be subject to shipping charges. For obvious hygienic reasons, earrings are non-exchangeable or refundable. Items received as gifts may be exchanged for another item of equal or greater value along with the original gift receipt. Items purchased through one of our retailers must be returned to the same retail store.

Please email info@sugarlime.com for an RA# (Return Authorization Number) with your complete contact information and the reason for your return. When sending in your return, you will need to include a copy of the Return Authorization. A Return Authorization Number must be obtained BEFORE returning any items. For your security, please return your item with an insured courier, or ask for a signature required delivery. Sugarlime Design Inc. (Sugarlime Jewelry) is not responsible for items damaged or lost in transit.

Our head office is located at:

Sugarlime
611 - 402 W. Pender Street
Vancouver BC, V6B 1T6
CANADA

* Please note that this is not a retail location.

repairs

We offer repairs on items made by sugarlime only. Please contact our office for more information and a fee estimate regarding your repair. Please note that we may not be able to repair older pieces as we do not stock all components from previous collections. Repairs will be subject to shipping charges. Please note, if our production department has determined that your repair is a result of a manufacturer's defect, there will not be a charge to you.

bridal

Bridal consultations are available in Vancouver by appointment only. Please contact our office for more information. If you are ordering online for your bridal party, you are welcome to contact our office for packaging options.

wholesale

If you are interested in carrying the sugarlime collection in your store, please contact 604.831.8800 or email sales@sugarlime.com with the name of your store, website, city and country, contact name, phone and email.

donations

An integral part of sugarlime has been its ongoing involvement and support in giving back to charitable organizations such as Unicef, BC Children's Hospital, Canadian Cancer Society, BC SPCA and Education Without Borders to name a few.

For product donation consideration, please allow 4 weeks notice when submitting your requests. Be sure to include all event details, the donation form and letter, all contact information, along with the deadline dates for marketing materials and the date the items are needed by. Please note, with the overwhelming amount of inquiries we receive, we cannot accommodate every request. Please forward all requests by email to karen@sugarlime.com or by mail to our office address above, under 'Return Policy'.

media

For all media and pr inquiries, please contact media@sugarlime.com
You can check out sugarlime on Twitter and Facebook as well.

gift certificates

Sugarlime gift certificates are available online or by contacting our office at 604.831.8800. Denominations offered are: $30, $50, $75, $100 and $200. Gift Certificates cannot be redeemed at any of our retail outlets - only through phone orders and at any of sugarlime's exclusive jewelry shows. If purchasing online, please send us an email and let us know who you would like the certificate made out to.

Let us know what other items you would like to see on our site, or tell us how we are doing. We welcome all comments and/or questions you may have. Please email us by clicking here.


© 2010 Sugarlime Design Inc.