Frequently Asked Questions
Order and Payment
What are the types of accepted payment methods?
We accept American Express, Visa, MasterCard, PayPal, Apple Pay, Shop Pay, and Google Pay.
Does Athena Masotti sell gift cards?
Yes. You can purchase an electronic gift card here. We do not offer gift cards for international customers at this time.
How do I use a gift card or discount code?
Visit your shopping cart, click “Continue to Checkout,” and enter the code in the “Gift Card or Discount Code” field. Click “Apply” before proceeding to the next page. You can only apply one code per purchase.
How do I change or cancel my order?
Our team works quickly to fulfill orders and get your jewellery pieces delivered to you as soon as possible. If you have entered incorrect shipping information or need to cancel your order, then please reach out immediately to email@example.com. We cannot make any guarantees, but we will do our best to accommodate your request.
Shipping and Tracking
Where do you ship?
We ship within Canada.
How much is shipping?
The domestic shipping fee is calculated by Canada Post and based on your residential location.
How long does shipping take?
With the exception of holidays, we ship our orders Monday through Friday. Orders should arrive within 5 to 7 business days.
Return Policy and Replacement Warranty
What is the return policy?
We only accept returns within 30 days of the original purchase date for undamaged items. The jewellery must be returned in the condition they were received along with the original packaging. Failure to meet these requirements will result in a fee.
To begin the return process, navigate to this link. Follow the instructions and provide a reason for the return. Please note that customized orders are non-refundable. If you are unsatisfied with your item, then please email us at firstname.lastname@example.org. We will do our best to make it right.
Damages and Issues
Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged, or the wrong item.
Exceptions and Non-returnable Items
Certain types of items, such as customized items, sales items, and gift cards, cannot be returned to us. Please contact us if you have either questions or concerns about a specific item.
What is the replacement warranty?
The warranty is a three-year replacement service guarantee that provides our customers with the replacement of an original purchase on the condition of unexpected product failures. The replacement is at no charge to the claimer except for shipping, handling, and applicable taxes. Customers can make a total of one claim per purchase within three years from the purchase date—the proof of purchase is required. For more information, click this link.
What is the difference between the return policy and replacement warranty?
The return policy results in a refund of a purchase. The refund amount does not include the shipping fee for the returned item. Additionally, the refund amount does not include any potential damage fees. The replacement warranty is effective after the 30-day return period. The replacement warranty covers unexpected product failures only.
Product Care and Sizing
How do I figure out my ring size?
1) Cut out a thin strip of paper.
2) Wrap the piece of paper around your finger and aim for a comfortable fit.
3) Mark the point of overlap with either a pen or pencil.
4) Measure the length of the paper strip in millimetres (mm).
Tip: Measure your ring size at least twice to ensure accuracy.
How should I take care of my jewellery?
Keep your jewellery pieces dry and separate from other metals. Be sure to remove your jewellery before showering, bathing, swimming, or similar activities. If your jewellery pieces require cleaning, then gently rub them using either a non-abrasive cloth or microfibre cloth.