We have provided answers to our most often asked questions below.

Contact Information
Product Ordering
Payment
Shipping
Return Policy
Privacy Policy
Terms of Use

How do I contact you?
By mail or in person:
18 Karat Home Store
3039 Granville Street (@ 14th)
Vancouver, BC, Canada
V6H 3J9
By phone: 604.742.1880
By e-mail: info@eighteenkarat.com

How do I order your products?
On line: By using this web site. Select a category from the main menu, select a product by clicking on its image and then specify the quantity you wish to purchase. You can view your shopping cart contents at any time by clicking the shopping cart link in the top menu bar. When you're done, click the Check Out link. Enter your credit card and shipping information. Your order will be shipped promptly.
In person: Come see us at our Granville Street location. Details of the store location and business hours are available here.

What currency are prices displayed in?
Prices are displayed in Canadian dollars.

Is on-line ordering secure?
Yes. The Eighteen Karat on line ordering web site uses industry standard Secure Sockets Layer (SSL) security technology. SSL is used to create an encrypted link between a web server and a browser and a secure communication channel is signified by a gold padlock in the information tool bar. This link ensures that all data passed between our web server and your web browser remains private and confidential.

How much tax will I be charged?
The tax rate charged on the order depends on your shipping destination, in accordance with Canadian tax laws.

Alberta 6% GST
BC 6% GST 7% PST
Manitoba 6% GST 7% PST
New Brunswick 14% HST
Newfoundland 14% HST
Nunavut 6% GST
NWT 6% GST
Nova Scotia 14% HST
Ontario 6% GST 8% PST
PEI 10.6% HST
Quebec 7.95% HST
Saskatchewan 6% GST 5% PST
Yukon 6% GST

Tax charges are calculated automatically during check out.

What methods of payment do you accept?
We accept Visa and MasterCard.

Do you store my credit card information?
No. The credit card information is transmitted in encrypted form to the credit card company for processing and is used only for the current transaction.

How will my order be shipped?
Orders are shipped by Purolator or UPS courier using their Ground service.

When will my order be shipped?
We try to ship out orders within one business day. If there is a problem with product availability, you will be contacted by phone or e-mail.

How will I know when my order has been shipped?
We will e-mail you with shipment details when the order is shipped. Please ensure you provide us with a valid e-mail address during checkout. We will not use your e-mail address for any other purpose other than communicating to you about the status of your order.

What does shipping cost?
Shipping fees are calculated based on the destination and value of the order at the time of check out. Customs or import duties, if applicable, are the responsibility of the consignee and are not included.

Where do you ship to?
Currently we only ship to addresses in Canada.

What is your return/refund policy?
As most of our products are handmade, be prepared to accept some minor imperfections and variations in the product. However, if you are not satisfied with your purchase, we accept returns within 10 days of purchase. Products must be returned in their original packaging and be in a saleable condition. Please contact us to make arrangements before sending back any goods.

What is your privacy policy?
Information Collection and Use
18 Karat Inc. is the sole owner of the information collected on this site. We will not sell, share, or rent this information to others in ways different from what is disclosed in this statement.

Log Files
We use IP addresses to analyze trends, administer the site, track user's movement, and gather broad demographic information for aggregate use. IP addresses are not linked to personally identifiable information.

Sharing
We may share aggregated demographic information with our partners. This is not linked to any personal information that can identify any individual person. We use an outside shipping company to ship orders, and a credit card processing company to bill users for goods and services. These companies do not retain, share, store or use personally identifiable information for any secondary purposes. We partner with another party to provide specific services. When the user signs up for these services, we will share names, or other contact information that is necessary for the third party to provide these services. These parties are not allowed to use personally identifiable information except for the purpose of providing these services.

Notification of Changes
If we decide to change our privacy policy, we will post those changes on this page so our users are always aware of what information we collect and how we use it.

What are your Terms of Use?
By entering this site you acknowledge and agree that your use is at your own risk and that none of the parties involved in creating, producing, or delivering this site is liable for any direct, incidental, consequential, indirect, or punitive damages, or any other losses, costs, or expenses or any kind (including legal fees, expert fees, or other disbursements) which may arise, directly or indirectly, through the access to, use of, or browsing of this site or through your downloading of any materials, data, text, images, video or audio from this site, including but not limited to anything caused by any viruses, bugs, human action or inaction or any computer system, phone line, hardware, software or program malfunctions, or any other errors, failures or delays in computer transmissions or network connections.

Use of Content and Images
By entering this site you acknowledge and agree that any name, logo, trademark, or service mark contained on this site is owned or licensed by 18 Karat Inc. and may not be used by you without prior written approval. Any unauthorized use of these materials may subject you to penalties or damages, including but not limited to those related to violation of trademarks, copyrights, privacy, and publicity rights. 18 Karat Inc. is the copyright owner of everything on this site and no portion of this site, including but not limited to the text, and images may be used in any manner, or for any purpose, without 18 Karat Inc.'s written permission. Modification of the material on this site for any purpose violates 18 Karat Inc.'s legal rights.

Colours
We have done our best to display colours as accurately as possible for the products shown on this web site; However, because the colours you see depend on the settings of your computer monitor, your monitor’s display of a product's colour may differ slightly.