Frequently Asked Questions
Can’t find what you are looking for? Please do not hesitate to contact me, I'll be more than happy to assist you.
If you live in Sherwood Park or Edmonton and place your order before noon, I can personally deliver your jewelry that evening or the next day. We can arrange the details via email or SMS. Since I will be delivering the jewelry myself, I will refund the shipping cost upon delivery—only for orders within Sherwood Park or Edmonton—in case the order didn’t qualify for free shipping.
For any other location, orders must be placed before 3 p.m. (MST) to ensure your package reaches the post office before the same-day cut-off time.
Orders placed on Fridays after 3 p.m. (MST) will be prepared for shipping, but I won’t drop them off at the post office until Monday. I prefer not to leave packages sitting at the carriers' office over the weekend.
Free delivery in Sherwood Park and Edmonton! After you place your order, I will contact you to arrange the details and refund any shipping cost you paid upon delivery.
Rest of Canada & US: $15 CAD flat shipping rate or free delivery in all orders +$130 CAD
Your order will be dispatched in 1 or 2 business days.
ETA Canada: 2 to 8 business days.
Your package will be delivered by Canada Post or UPS.
ETA US: 8 to 15 business days.
Your package will be delivered by the USPS under a reciprocity agreement with Canada Post.
Once I've finished packing your order, I'll print the shipping label. At that moment the system will send you an email or SMS with your tracking number. Please allow a few hours to start checking the status of your package because it will only show once it has been scanned at the post office.
If you didn't receive your tracking number, please contact me at mariarocher@nuevesterling.ca and I'll be happy to assist you.
I ship from Canada and provide tracking for all orders. If your package is lost or damaged in transit, I offer liability coverage—please report any issues immediately upon noticing a problem.
In case of loss or theft, I will file a claim with the carrier. This process takes time, and I appreciate your understanding as it is beyond my control. I will stay in touch with updates and support you until the matter is resolved.
Please keep all packaging, documents, and any received items until the investigation is complete. You must provide images of the damaged or altered package as proof to support the claim.
Please note that I do my best to ship your items as soon as they are ready, but carrier delays are something that completely goes beyond my control, so I'm not responsible for any carrier's delay.
For questions, contact me at mariarocher@nuevesterling.ca
Need to Exchange Your Jewelry?
No worries at all! If your item is defective (which is very rare, as I carefully check each piece), I’ll cover the return shipping.
If you’d like to exchange for another item because you’ve had a change of heart, I’ll simply deduct the return shipping cost from your refund. Once I get the returned item, I’ll process your refund so you can pick out something else you love.
Just drop me an email at mariarocher@nuevesterling.ca, and I’ll be happy to help you out.
It's ok, we can all change our minds ;)
My return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately I can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it.
Contact me at mariarocher@nuevesterling.ca to arrange return details.
Please be advised that you will be responsible for covering the shipping costs for any return or exchange due to a change of mind.