Customer Care

OUR RESPONSE TO COVID-19

During this time, we are doing all that we can to put safety first and follow instructions put in place by the Canadian government. Here is what we are doing in an effort to be able to keep the business running during the spread of COVID-19:

1. Our Streetsville store has been given the go-ahead by the Ontario government and is now open. Our Square One location remains closed.

2. Our online store is OPEN and is fully stocked with new items. Orders are being packaged in our studio and will be dropped off to Canada Post weekly.

3. If you are in the area, you can pick up your order curbside by selecting pick up at checkout. If you need your order mailed, receive FREE shipping on orders over $75 pre-tax.

Your Order

Offered on orders above $75 pre tax. Only available on orders shipping within North America. Does not apply to refunded items or exchanges, see below. 

All of our jewelry is solid .925 sterling silver. This metal will never corrode or leave a discolouration on your skin. Over time with regular wear your silver will tarnish. To keep your pieces shiny between polishes, try to keep contact with water and household chemicals to a minimum. To keep your pieces looking bright, shiny, and new, occasionally polish with a polishing cloth. 

Each item is packaged in a cotton Catalyst & Co jewelry pouch. 

Although we try to have the most up to date stock levels online, sometimes pieces are sold and are accidentally not removed from our inventory. Should this happen, we'll gladly help find you a similar style, let you know if we're getting more, or offer a full refund.

Up to date information on your order is available in your Catalyst & Co account. Log into your account through the SIGN IN tab.

Once you have placed your order you will receive an automatic confirmation email. If you do not receive a confirmation email please contact us directly – hi@catalystandcompany.com

North America - Please allow up to 5 working days before querying your parcel. Tracking information is available in your order details and in the shipping confirmation email.

We are unable to redirect orders once they have been dispatched.

Once an order is submitted we are unable to change or cancel the order.

If you have additional questions about your order, please contact us directly by email hi@catalystandcompany.com

Returns

If for some reason you are not happy with your purchase, you can start a return for a refund within 14 days of the order date. Unworn and unused items may also be exchanged (with the exception of personalized/custom pieces) within 14 days of the purchase date.

The customer is responsible for return shipping fees. We are not responsible for lost return packages, so sending back the package with tracking is recommended.

Custom items, pieces that have been resized, and earrings are final sale.

If the ring, necklace, or bracelet you ordered does not fit, we will be happy to exchange your piece for a different size within 14-days of the order date. However, the return postage fee must be covered by the customer.

If an item you receive is defective, please contact us. Chain broken from wear is not considered defective. 

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