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.