FAQ

Why isn’t my discount code working?

The HELLO10 discount, which is received when you sign-up for our newsletters, can only be used once. This discount does not apply to UNION (our wedding and engagement rings collection), custom projects or pieces under $50. Multiple promo codes cannot be combined.

Why can’t I see the sale price associated with the current discount code?

Some discounts are only applied at checkout.

Can I use a discount code in the store?

Yes, most discounts are also redeemable at the store.

Can I pay in installments?

You can pay in multiple installments thanks to Sezzle. Sezzle is a payment plan that gives customers the freedom to pay for an item in four installments. You can purchase the item immediately with a downpayment of 25% of the total price and the remaining amount is paid in 3 more 25% instalments over the course of 6 weeks. There are no hidden fees and no interest charges. Sezzle is only available on select products. Sezzle can be used to purchase all products available online between $50 and $2500.00CAD. Sezzle cannot be used towards custom projects and/or repairs.

What payment methods do you accept?

We accept multiple payment methods, including Interac, Visa and Mastercard. We do not accept American Express.

How do I book a custom consultation?

You can book a custom consultation using our online calendar by following the link here.

What kind of custom work do you do?

Our most popular custom projects are engagement rings, wedding rings, and remodeling old jewelry into new jewelry. Visit our Custom Gallery to see some of our work.

How long does the custom process take?

The custom process takes 4-8 weeks depending on the complexity of the project and the time of year.

What is the payment schedule for custom pieces?

To start a custom project we ask for a $250.00 deposit. You can read more detailed information about our custom process here.

What is the minimum charge for custom work?

The minimum charge for custom projects is $500.

Are you presently open?

Yes, we are open during regular business hours. Our business hours are found on our website, on our Instagram and on Google.

What will I find at the boutique?

When you visit the boutique you will find a selection of our pieces, gifts for the home and our beautiful studio!

How many people can be in the boutique at the same time?

We allow 2 people maximum in the boutique at one time.

Can I see the jewelry in person at your boutique?

Though we have a large selection of work at the store, some pieces on our site might not be at the shop. If you’re interested in a particular piece, please call the boutique ahead of time to make sure the piece you are interested in is available in-store. 

Please note that each piece of jewelry is handmade and therefore might not always be in stock.

How do I get to your boutique?

Our boutique is located at 180 Beaubien East, just five blocks from Metro Beaubien and two blocks from the 55 Saint-Laurent Bus. We are nestled in the gorgeous neighbourhood of Little Italy and the Petite Patrie.  We have many neighbouring boutiques, cafes, and eateries to explore so a visit to the neighbourhood would be worth it!

What is ready to ship?

Ready to ship means a product has already been produced and can be shipped from the shop — or picked up in-store — once the order is processed.

How long does it take to process a ready to ship order?

It takes one day to process an order so we ask for 24 hours notice.  If you need your order the same day, please give us a call or send us an email and we would be happy to accommodate.

If the piece isn’t in the ready to ship section on your website, how long does it take to make?

Items that are not in stock take approximately 3-5 days to produce. Items from our UNION collection take approximately 2-3 weeks to produce.

These timelines apply to all orders placed online and via email. If you have a particular deadline, please let us know when you place your order and we’ll do our best to deliver the piece on time, depending on our schedule and availability.

What are your shipping delays?

Domestic

Please expect delivery within 4-7 business days. We are not responsible for delays in shipping during a heavy production season, such as the holidays or during times of exceptional circumstances such as Covid-19.

International

Please expect delivery within 14-21 business days. We are not responsible for delays in shipping during a heavy production season, such as the holidays or during times of exceptional circumstances such as Covid-19.

Do you gift wrap?

Yes, we offer gift wrapping on all of our products.  If you’re ordering multiple gifts for different people, please add it to the notes of your order, this way we will be sure to wrap everything individually.

What do I do if I don’t know my ring size?

No problem! Order a Ring Sizer or come get your finger sized in person at the shop.

Do you do ring resizing?

Yes. We offer one complimentary resizing of our rings within three months of purchase. The customer is responsible for all costs associated with the shipping of the item for resizing. The price point for resizing rings after the first complimentary resizing and for rings that are not made by Pilar Agueci is made on a case-by-case basis.

Can you size my finger at the shop?

Yes! If you’re purchasing a piece, we offer complimentary ring sizing. Otherwise, we charge a flat fee of $15 for sizing your fingers.

I don’t see my ring size online! What should I do?

We list our most popular sizes online but we offer inclusive sizing such as, larger sizes, smaller sizes, and quarter sizes! To order a specialty size, simply email us at info@pilaragueci.com. Please note that specialty sizes may change in cost and are ineligible for return, exchange, or store credit.

How do I clean my Jewelry?

Visit our Jewelry Care page to learn more about keeping your jewelry in good condition.

How often should I check for loose stones?

Best practice is to check for loose stones at home once every 2 months and plan to get it checked by a professional every 6 months.

How do I check for loose stones?

After cleaning your jewelry at home, take a sharp object like a safety pin or a thumb tack and gently press on the bottom of the stone to check for movement.

Do you accept returns?

We accept returns only on Ready to Ship pieces. Returns are welcome up to 15 days after receiving your new piece. If you wish to return your item please contact us to issue the return label. Please note you have 7 days from the issue of the ticket to return the package where after the ticket will expire and you will be responsible for returning the item at your expense. Items must be returned in their original packaging and must be returned unworn.  Once the item is received and checked, we will process the return. Please note, Ready to Ship items that have been adjusted or altered are not eligible for free returns.

All items purchased during seasonal sales, special promotions and events are final sales and therefore non-refundable or exchangeable.

In case of damage, how long after the purchase is my jewelry guaranteed?

We will repair, free of charge, any manufacturing default of our jewelry up to one year from the date of purchase. Repairs on our jewelry from excessive wear and tear are charged at an hourly rate of $80.00

Do you repair jewelry?

We charge $80/hr. for repairs and have a minimum charge of 30 minutes.

We do not repair sterling silver jewelry not made in our studio.

We do repairs on gold jewelry however we ask that you book a consultation to show the piece to Pilar.  For vintage pieces and those made with 22k gold or higher, we ask you to bring all relevant information pertaining to the piece so we can access whether or not we can do the work.

We do not repair jewelry with copper, brass, leather, wood, resin, soft stones or other non-precious materials.