Orders
Visit your account dashboard to check in on an order at any time.

We get it—buying jewelry online raises some questions. Our goal here is to provide you with genuine answers so you feel confident and informed.
Still need help?
Visit your account dashboard to check in on an order at any time.
We get it, we all make mistakes! We aim to dispatch orders quickly (because we know waiting for a package to deliver feels like forever), so please reach out to us at hello@shopvalay.com within 1 hour of placing your order. If you place an order outside of our office hours or get in touch too late, we’ll accommodate you with a return and refund instead.
We’re not trying to sound like a broken record but… you can amend your order by contacting hello@shopvalay.com within 1 hour of placing your order.
When amending an order, the things we can change for you are delivery addresses, jewelry size, contact information and gift messages.
If you wish to add another item to your order, we suggest placing a separate order and letting us know straight away so that we can ship it all in one package.
Can’t wait for your jewelry to arrive? We can’t blame you. As soon as your order has shipped, we’ll send you an email with a hyperlinked tracking number that will allow you to track important mile markers throughout the shipping processes.
Any questions beyond that? Reach out to us via hello@shopvalay.com.
To ensure a perfect fit, we recommend grabbing anything bendy like earphones, string, floss and wrapping that to see where your piece will hang, then measure with a ruler. All jewelry pieces are listed in inches for your reference.
When measuring for a pendant necklace, you’re only measuring the actual chain as the pendant hangs below the chain. Please note that the entire length of the necklace — chain, rings, clasp and pendants connected into the chain — is included in the chain measurement.
Use the image below as a guide for where our necklaces hang. We offer a free 2” adjustable chain extender option, which comes with multiple positions to fix around your neck for the perfect fit. For example, the chain could be 16” long, with an extra jump ring at 17” and another at 18”. This means you can change up the lengths as you wish, making it especially convenient when layering with other pieces and gifting. All lengths can be found on the item page. Please leave us a note at checkout if you would like a 2" extender attached to your jewelry.
We offer free shipping to Canada and the US.
We are based in Toronto, Canada! All orders are shipped by us from our happy studio in Toronto. We ethically source our raw materials from Canada, USA & Italy.
We sure do! We offer free shipping to Canada and the US on all orders after discount codes. Free shipping is not currently available to destinations outside of Canada and the US.
All orders are processed and shipped within 2-4 business days. Kindly let us know if you hope to receive your package by a specific date and we will try our best to accommodate you.
The time it takes for your order to arrive depends on your location and shipping method. Shipping times are estimates and exclude weekends, holidays and unforeseen postal delays. Once an order is shipped, we are unable to change your shipping method.
Estimated shipping times:
United States:
• 2-5 business days
Canada:
• Standard shipping: 7-14 business days
• Express shipping upgrade: 1-2 business days
• All orders from Toronto are upgraded to express shipping, free of any extra charge.
International:
• 4-10 business days
For more accurate information on when your package will arrive, refer to your tracking number. Please allow a few days for it to update.
Absolutely, simply reach out to us at hello@shopvalay.com within 1 hour of placing your order and we’ll amend this for you.
You will receive an order confirmation email once your order is confirmed. We’ll also keep you posted along the way — you can expect email updates at important mile markers throughout the production and shipping processes.
Any questions beyond that? Reach out to us via hello@shopvalay.com.
The tracking says my order arrived but I haven’t received anything.
If your tracking number says that your package has arrived but you haven’t receive anything,
we recommend doing the following:
• Verify the shipping address on your order is correct
• Look for an attempted delivery notice slip
• Double check your area in case it’s in a hidden area
• Ask if your neighbours or someone in your residence accepted it
• Kindly allow an extra 1-2 days - in rare occasions, orders have been marked delivered before actually arriving. If your package is still nowhere to be found, please get in touch with us at hello@shopvalay.com.
You’ll never have to pay duties on standard shipping to Canada or the US!
We currently process orders and charge in Canadian currency. Orders placed outside of Canada will be converted to your home currency through your banking provider.
You’ll never have to pay duties on standard shipping to Canada or the US!
Orders shipping to international locations may be subject to customs or import duties, additional tariffs and tax charges that we cannot control once they reach their destination country. We appreciate this is frustrating, let us know if you have any queries or would like to discuss a recent delivery charge. We’re here to help at hello@shopvalay.com.
Try your new jewelry for 30 days. Not happy? Returns and exchanges are easy.
If you’re not in love with your piece, let us know right away and we’ll make things right! You can send it back to us for either a refund or an exchange within 30 days of receipt. Please note that we do not accept returned earrings.
A refund is not guaranteed if a return is made without authorization. Please note that a fee of CAD$10 will be deducted from each refund to cover the amount we originally paid to ship the package to you.
If you’d like to return or exchange an item, email hello@shopvalay.com.
We won’t leave you hanging! Once we receive your return, you should expect a confirmation email from us within 1-2 working days.
We can give a new length, material changes and make any repairs. Any remakes/reworks are free within six months of order; after six months, pricing varies. Shipping fees may apply for modifications.
We are committed to our offering of quality pieces. That’s why all our jewelry is covered by our 6-month warranty policy. Within this time, we offer free replacements for any manufacturing or material defects. If your item suffers a fault or breakage due to a manufacturing issue, please get in contact and we will replace your piece, at no extra cost.
• Please note that our warranty does not cover loss, theft, accidental damage, wear and tear, or damage from improper use or storage.
• Proof of purchase is required to activate the warranty for you. If you’ve lost your order number since placing your order, please feel free to reach out and we will locate this for you.
We'd be happy to help you get the right fit. Please note that we don't charge a rework fee, but you would need to cover the shipping fees to ship it back to us and for us to ship it back to you.
Alternatively, you could purchase a "Removable Extender" in the link below to offer you some more flexibility with the length. www.etsy.com/ca/listing/751818006/necklace-extender-necklace-chain?ga_se...
We ethically source our raw materials from Canada, USA & Italy.
It’s a thick layer of real 14k gold pressure-bonded to another metal. It’s a durable, affordable alternative to solid gold and is also great with sensitive skin or allergies.
They may be dainty, but they’re sturdy and hold up well to normal wear.
Our pieces are made to withstand real life for years to come, but like most things in life it needs a little TLC along the way. Exposure to soaps, perfumes, lotions, water and sweat can result in tarnishing your jewelry over a longer period of time. To prevent this we suggest waiting some minutes for any of these things to settle before putting your jewelry on. It is recommended to remove your jewelry before working out, showering, swimming and going to sleep. When not wearing your jewelry, be sure to store it in an airtight container or plastic bag.
Valay jewelry does not contain nickel.
Our 14k gold filled pieces come with a 14/20 stamp, exceeding the “US Stamping Act.” The 925-metal purity stamp is shown on sterling silver pieces, certifying that our pieces are made with a minimum of 92.5% pure silver.
We want to make it perfect for you.
We love that you’re gifting our pieces! All jewelry comes in our custom Valay jewelry box, free of charge. You can select gift wrapping at checkout to receive your jewelry box wrapped in a pearl white wrapping paper and a ribbon.
You will also be given the option to include a gift message, or we can include a blank gift note if you prefer to write this yourself. Prices are never shown, so it’s gift ready.
We want to say a big thank you to all health care workers. Please reach out to us at hello@shopvalay.com with a picture of your staff card for an additional discount.
First things first… congratulations! We would be thrilled to create pieces for your special day, and we’d love to offer you a discount if you’re looking to buy three or more of the same item for your bridal party. Please reach out via email - we look forward to hearing from you :)
Only one discount code can be applied to your order and cannot be used in conjunction with another.
That’s music to our ears! You can give your friends $10 off their first order of $100 and get $10 off your next order for every successful referral. It’s a win win. To redeem your discount please reach out to hello@shopvalay.com with your referrers name.
Don’t just take it from us.