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Shipping and Refunds Policy


  • Each item is hand crafted to order by Hoi Yi Lai (Kotoba Jewellery)

  • I will give you an estimated delivery date for the goods but no times or dates provided are guaranteed.

  • All photographs, descriptions, sizes and colours are as accurate as possible, however due to the handcrafted nature of the products slight variations may occur between pieces. If you have any concerns of its sizes please contact me via email or DM me on instagram!

Processing time

  • All made-to-order (Please email  and custom pieces, please allow up to 3-6 weeks for us to fulfill your order.

  • Shipping date occurs once a week (every Monday), Made to Order Pieces are processed every Thursday (If order is placed after Thursday, it will be processed the following Thursday)

  • Different shipping methods have different times required for delivery, however if 20 days pass and you have not received your order (when you have been noticed that the order is shipped), please contact me at with your order number and I will get back to you as soon as possible.

Shipping Methods

1. Domestic (Canada) + $12

  • Canada Post - With tracking,  2–14 est business days 

2. International (US) + $15

  • USPS First-Class Mail - With Tracking, 4-7 est business days 

3. International (Worldwide) + $20  - +$25

  • +$20 Chit Chats International Tracked - With Tracking, 18-45 est business days

  • +$25 USPS First-Class Package International - With Tracking, 8-45 est business days

Returns & Exchange


If you are not entirely satisfied with your purchase(Returns will only be accepted for defective or damaged product, exceptions may apply: Please note that all pieces are handmade and not manufactured by machine), please provide a reason for return/refund and please contact me within 7 days of receiving your jewellery to arrange a refund or exchange, return unworn and in its original condition.

Returns/exchange/refund will only happen if we agree to the request, there is no guarantee for refunds.  

Once accepted, please ensure that the items are safely packaged and return to us using a signed for delivery service. 

If you are approved of your refund, We will proceed your refund once the item is received and inspected, within a certain amount of days.

Please be aware that we are unable to refund you the shipping fee for your order. 

You will be responsible for paying for your own shipping costs for returning your item.

Hoi Yi Lai (Kotoba Jewellery) cannot be held responsible any lost packages due to post office errors.


Return address

Please Email Me!!

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