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Frequently Asked Questions
Feel free to contact our team with any questions that are not answered here by emailing us at hello@lightofeden.com or messaging us on Instagram here.
ORDERS
In most cases, this happens because the email addressed entered at checkout was typed incorrectly. Contact our team with your name, order details, and the correct email address and we will update your order and resend your order confirmation email.
Most orders can be cancelled or changed within 24 hours of placing the order if they have not yet been processed or prepared for shipping. Please contact us as soon as possible and we will do our best to accommodate your request.
For changes or additions, email us or message us on Instagram and specify what items (and quantities) you wish to add and we will adjust your existing order which could help you save on shipping fees.
Once any items are added to your order, you will receive an email confirmation of the changes along with a link for payment of the balance. Please note that any added items are not reserved until payment is processed.
Please email us at hello@lightofeden.com or message us on Instagram with the correct shipping address and we will make the change for you.
Please note that if your order has already left our warehouse, we will not be able to change the shipping address.
Absolutely! We love helping you send gifts!
Simply type the recipient’s name and address in the ‘ship-to’ fields upon checkout. We recommend triple-checking the address as we cannot be held responsible for a non-delivery due to a mistyped address.
Before checking out, be sure to leave a note on your order letting us know it’s a gift and feel free to include a personal message!
We will handwrite your message on our complimentary 'A Gift For You' postcard and rest assured we won't include any kind of invoice or receipt.
Please reach out to our customer support team at hello@lightofeden.com or message us on Instagram with details and photos and we will make it right!
Every shipping method we offer includes tracking. Once your order has shipped, you will receive a shipping notification email with tracking information included. Simply click the appropriate links and that will take you to the detailed tracking information associated with your order.
If you received a delivery notification but do not see your package, check your order confirmation email to verify that the shipping address is correct. If everything looks correct, check your tracking details to see if it could have been left in a community mailbox, with a neighbour, or is awaiting you at your local post office. If you still can't find it, reach out to our team and we will do our best to help.
If the shipping address is incorrect, we will try and help you locate the package. Just reach out via email or Instagram.
CANADIAN CUSTOMERS
It depends on where you are. As a general rule, orders take about 7-10 business days to be delivered from the time of placing your order.
Once you place your order, it takes our small but mighty team 1-2 business days to process your order and prepare it for shipping. During sales and peak seasons, please allow for a few extra days for our team to get your order out.
For shipping addresses in Ontario, orders generally arrive within 5-7 days since we ship all orders out of our warehouse in Ontario.
Delivery details along with tracking can be found in your shipping confirmation email.
We offer several shipping options for Canadian customers, including flat rate shipping, free shipping over a minimum, and express shipping options.
Flat Rate Shipping - $5.95 CAD in Ontario and $8.95 CAD for all other provinces (rest of Canada).
Free Shipping - All orders over $79 CAD (after discounts and before taxes) are eligible for free shipping. This option will appear at checkout if your order is eligible.
Express Options - We offer Xpresspost and Priority options for your order. Rates vary and will be calculated at checkout based on your order's weight and dimensions, as well as the final shipping destination.
For Canadian orders, we use Canada Post or UPS to deliver your order.
U.S. CUSTOMERS
As a general rule, US orders take about 7-10 business days to arrive.
Please note that orders from our Ontario warehouse in Canada going to the US spend some time in customs processing and sometimes the amount of time is unpredictable. Once the shipment has cleared the border, it typically travels smoothly the rest of the way. You can check the status of your shipment with your tracking number, including whether it has cleared customs.
We offer flat rate shipping for our U.S. customers as well as free shipping over a minimum.
Flat Rate Shipping - Our flat rate shipping option for US customers is $8.95 USD.
Free Shipping - All orders over $79 USD are eligible for free shipping. This option will appear at checkout if your order is eligible.
All US orders ship via Canada Post and are then transferred to USPS for final delivery. Your tracking number should work on both Canada Post and USPS websites.
Sometimes it is helpful to use Canada Post's website for tracking up until your package is transferred to USPS for the most detailed information. Once you see that it has cleared customs, you can input your tracking number on the USPS website for detailed status updates.
If you are ordering to a US address, any orders over $800 USD (before discounts) will be subject to import fees.
One way around this (if you have a particularly large order) is to split up your order into separate orders that come in well under this threshold.
RETURNS + EXCHANGES
We accept returns of unworn pieces in good condition, with their original packaging, within 30 days of your order's delivery date.
Please note that the customer is responsible for the shipping costs associated with returning the item and original shipping charges are non-refundable and will not be reimbursed.
To begin the return process, simply send us an email at hello@lightofeden.com and be sure to include your order number and the word ‘Return’ in the subject line.
Refunds are only issued after we have received the package.
Outside of the 30 day window, you may return your item, however any refunds issued will be in the form of a store credit and not to the original form of payment.
Since we are a small team, we do not have the capacity to facilitate exchanges at this time.
Instead, we suggest you start the return process with the item you wish to exchange, and place a new order.
If you purchased your item during a sale or at a discounted price, reach out to our team and we will make sure the original price you paid is honoured.
JEWELLERY CARE
All Light of Eden pieces are made from 18k gold-filled components, ethically-sourced and manufactured in Brazil, and lovingly assembled + finished right here in Ontario, Canada.
What does 18k gold-filled mean? Gold-filled jewellery features a thick, substantial layer of real gold bonded to a base metal. The higher the karat, the more gold content a piece has.
Only using high-quality materials ensures a finished piece that is durable, maintains a luxurious shine, and is both water-resistant and tarnish-free.
All gold components, including chains and clasps are 18k gold-filled. Some pieces do feature other materials like acrylic beads, simulated pearls, and cubic zirconia stones as indicated in their description.
To keep jewellery in good condition, regular cleanings are recommended using a soft polishing cloth like the one included with your order.
All Light of Eden jewellery is hypoallergenic, nickel-free, and safe for sensitive skin.
Each piece is highly water-resistant and can be worn daily and in the shower without tarnishing.
However, if you wish to preserve the original shine and quality of the piece, consider removing when showering, working out, and when exposed to water, and avoid exposure to excessive moisture, harsh chemicals, perfumes, and lotions.
When not in use, it is best to store it in the storage pouch it came in.
We do not claim that our jewellery is waterproof, since long-term water exposure has been shown to reduce the original shine of gold-filled jewellery compared to solid gold jewellery which is truly waterproof.
However, our pieces will not tarnish if exposed to water should you make a personal choice to wear them when in the shower, etc.
Be aware of those who claim that gold-filled jewellery is 'waterproof'. While it may very well be tarnish-proof (just like all Light of Eden pieces), *gold-filled* jewellery simply does not hold up in the same way *solid gold* jewellery does when exposed to water, moisture, and other common chemicals found in personal products.
DISCOUNTS + SALES
Only one discount code can be applied per order. Discounts and sale pricing cannot be applied retroactively to past orders.
CONTACT US
Messaging us on Instagram is usually the quickest way to get a response and is best for general inquiries, questions about an order, and getting help with an order.
You can also email us at hello@lightofeden.com or submit a contact form on our Contact Us page.