Frequently Asked Questions
I found a ring that I like, but cannot find my ring size in the drop down box. How do I order it?
Please contact our head office at email@example.com and we can arrange a special order for you, which can take approximately 4 to 8 weeks for the product to arrive. There may be an additional charge for special ring size orders.
What payment methods do you accept?
We accept Visa, Mastercard, and American Express.
Can I pay using my gift card?
Gift cards cannot be redeemed online, only in store.
How do I know my purchase is confirmed?
After you confirm your purchase in the Checkout process, an e-mailed Purchase Confirmation will be sent to you shortly thereafter showing a summary of your order. This is confirmation that your order is confirmed and that your purchase is being processed.
How do I know the status of my order?
When your order is ready to be shipped, a shipment tracking number will be e-mailed to you. You can use this e-mail to track the status of your order throughout the shipping process.
Are all of your items online found in store?
Nearly all of our items that we have online are found in store. However, not all locations carry the items found online. Please call your local store to find out if the item you want is carried in store.
How much does shipping cost?
All purchases $199 and up (after tax) and shipped within Canada are free of charge. All purchases below $199 (after tax) and shipped within Canada are subject to a flat rate $20 shipping charge. All purchases shipped to the U.S. are subject to a flat rate $30 shipping charge.
How long will it take for my order to arrive?
Please allow approximately 5 to 10 business days for shipments within Canada. For shipments to the U.S., please allow approximately 8 to 10 business days.
Can I purchase online and pick up the item in store?
Yes. In Step 2 of the checkout process, select the store you would like to pick up from. When the item is ready for pick up, a confirmation e-mail will be sent to notify you that the item is ready to be picked up. Shipments to a store may take up to 6 business days to arrive, depending on store availability.
Do you ship internationally?
We only ship within Canada and the U.S. We do not ship outside these countries at this time.
How long do I get to return the item that I ordered online?
Items may be returned for a full refund or exchange within 14 days of receiving your product. Items must be in original unworn condition. We reserve the right to have major stones inspected by our corporate office before a refund is authorized.
Is there free shipping on returns?
Yes, there is free shipping on returned items within Canada and the U.S.
How do I return the item I purchased online?
Please follow these steps to return your online purchase:
- Send an e-mail to firstname.lastname@example.org
- In your e-mail, please include your name, telephone number, invoice number, the item you are returning (include SKU number), and the reason you are returning the item.
- A confirmation e-mail will be sent to you with an attached FedEx waybill.
- Go to your nearest FedEx office, package the merchandise in an appropriately sized FedEx box, and attach the waybill to the outside of the box. If there is no nearby FedEx office, use any appropriately sized box, attach the waybill to the outside of the box, and call FedEx at 1-800-463-3339 to schedule for a pickup.
- Give the packaged box to the FedEx representative for shipment.
- Upon inspection of the returned item, a refund will be issued using the same credit card as the original transaction.
Can I return an online purchase in store?
Yes. Please initiate your return by contacting email@example.com and referencing your name, telephone number, invoice number, and the item you are returning (SKU number). Then proceed to one of our store locations and bring your original purchase confirmation along with the item you are returning in its original packaging. A refund will be initiated once the item has been inspected by our head office.
When will I receive my refund?
Upon inspection of the returned item by our head office, a refund will be issued using the same credit card as the original transaction. This could take 5 to 10 business days.
What do I do if there is a problem with the item I purchased online?
Please contact firstname.lastname@example.org and we would gladly assist you.
What happens if I need my ring sized?
With a ring purchase from Ann-Louise valued at $300 or more, there is a one time sizing of a finger size up or down, free of charge. This is valid within 1 year from the date of purchase, with verified proof of purchase. A surcharge will apply for each size after the first size. Please note that not all jewellery items can be sized due to the nature of the item, such as design, metal, stones and age.
Do you repair jewellery and watches?
Yes, we offer jewellery and watch repairs, including chain shortenings. Bring in your jewellery item or watch to any one of our store locations and we can provide you an estimate on the cost of the repair.
What is your return policy?
You can return or exchange your item that was bought in-store within 14 days of purchase accompanied by your original receipt. The item must in its original, unworn condition. For more information, please go to https://annlouise.ca/return-policy. For returns on purchases from our website, please see “Returns” above.
Do your products have any warranties?
All of our jewellery products come with a 1 year manufacturer’s warranty against any defects that occur under normal wear and tear. Goods that have been misused or tampered with will not be covered under our guarantee. Upon inspection by one of our experienced goldsmiths, if a manufacturing defect is confirmed, we will gladly repair the item at no charge or we will replace the item. Otherwise, an estimate for repairs will be given. Warranties on watches are dependent on each manufacturer’s terms and conditions.
Do you do special orders?
If the item you want isn’t quite your size or you would like some minor modifications to one of our items in stock, we can special order an item for you. A 50% non-refundable deposit is typically required and it takes approximately 4 to 8 weeks for the product to arrive. Note that the possibility of a special order is dependent on the item. There may be an additional charge on a special order item.
Do you offer custom-made jewellery?
Yes, if you would like to have a special piece designed just for you or would like to repurpose some of your older diamonds into something new, we offer custom-made jewellery in our stores. Please ask any sales associate to help you initiate the process. Your request will then be sent to our in-house design team and they will proceed to send you a quote and then a drawing of your custom design. Please note that we charge a $50 drawing fee, which will be credited back to you if you go ahead with your purchase. This fee is not charged if you are designing a matching band for an engagement ring that was purchased from us. Please be aware that a custom-made piece will be more expensive than our regular products as it will be a one-of-a-kind and will require more work.
How do I subscribe to your newsletter?
Just visit our homepage at www.annlouise.ca, scroll near the bottom of the page, and simply enter your e-mail address to be subscribed to our newsletter.
How do I unsubscribe to your newsletter?
Simply click the “unsubscribe” button at the bottom of one of our e-mails. Alternatively, you can e-mail email@example.com and request that you be unsubscribed.
Are all of your diamonds conflict free?
Yes, all of our diamonds that we carry are from conflict free areas.
Do you offer financing services?
We offer a financing program that allows you to purchase our products and pay later. We offer 6 month and 12 month no payments and no interest plans. For 6 month plans, a minimum purchase of $499 before tax is required. For 12 month plans, a minimum purchase of $1,499 before tax is required. Financing applications must be made in store.
Do you offer a layaway service?
Yes, we offer an interest free layaway program that allows you to set aside a product and pay the purchase price over time. It requires a 20% initial deposit up front with regular payments up to a maximum of 6 months. Once the balance is paid in full, the product can be picked up. This program is only available for purchases made in store, not online.
Do you sell gift cards?
Yes, we sell gift cards, but only in store.
How do I check my gift card balance?
You can check your gift card balance on our website or go to one of our stores to check your balance.
Does your company have any insurance claims services?
Yes, we offer services to replace your jewellery in the event of an insurance claim. We work with many well known insurance brokerage firms to give you a fair replacement. If you would like to initiate a claim or have any questions regarding this process, please send an e-mail to firstname.lastname@example.org and we would be glad to assist.
Do you perform independent jewellery appraisals?
Yes, we offer independent appraisal clinics at select retail stores within Metro Vancouver and the B.C. Okanagan. Please contact your local store or send a message to email@example.com to find out the schedule of an appraisal clinic near you.
Can I upgrade my diamond?
With the purchase of a diamond solitaire ring, pendant, or earrings, you’ll be able to upgrade your piece within the lifetime of the diamond to another that is at least double the carat weight or double the original purchase price. Simply provide original documentation and proof of purchase.
You can contact us at the following:
Our web support hours are from Monday to Friday, 8:30am to 5pm Pacific Time.