All Carolein pieces are crafted from premium stainless steel and plated with 18k gold using advanced PVD (Physical Vapor Deposition) technology. This method is 10x more durable than traditional gold or silver plating—making your jewelry 100% waterproof, tarnish-free, and built to last. Shower, swim, or sweat—your Carolein jewelry is made to keep up with you.

Yes! All Carolein jewelry is made from high-quality stainless steel, which is safe for sensitive skin and nickel-free. Our materials are hypoallergenic and carefully chosen to ensure comfort for those with allergies or skin sensitivities—so you can wear your jewelry all day, every day, with confidence.

It’s all thanks to our advanced plating process! We use premium stainless steel, then apply a thick layer of 18k gold using PVD (Physical Vapor Deposition)—a modern, eco-friendly vacuum coating technique that’s 10x more durable than traditional gold plating. This ultra-strong finish makes Carolein jewelry completely waterproof, tarnish-resistant, and perfect for everyday wear, from showers to swims.

Caring for Your Jewelry

• Clean with mild soap & water only.
• Wipe gently with a soft cloth.
• Remove before bed to prevent wear.
• Store in your Carolein pouch, separate from other pieces.
  

With proper care, your jewelry will remain beautiful for many years.

You can find our Ring Size Chart linked on each product page under the available size options. It’s an easy guide to help you choose the perfect fit.

Still unsure? Visit our full Ring Size Chart for measuring tips and international size conversions.

Shipping is free on orders over $65 for USA & Canada.

For international orders, enjoy Free Shipping on purchases over $100.

We use a tiered shipping model to help you save:

• Orders under $30: Standard shipping rates apply (calculated at checkout).
• Orders of $30 or more: Flat shipping fee of $5.99 USD.
• Orders of $65 or more: Free shipping within the U.S. and Canada.
  
  For orders under $65, shipping rates are calculated at checkout based on your location.

On average, delivery within the U.S. and Canada takes 2–7 business days, depending on your location.

• Holiday Season (Christmas & New Year):
  Please allow an extra 5–7 business days due to high carrier volume.
• Long Weekends:
  Allow an extra 1–2 business days for delivery.
  

Please ensure your delivery address is correct and complete. We are not responsible for misdelivered or returned packages due to incomplete or incorrect addresses.

Customers are responsible for any re-shipment fees for rejected, non-delivered, or misdelivered packages.

Rest assured, once your order ships, you'll receive a tracking number so you can follow it every step of the way!

International Orders

For orders shipped outside of Canada or the U.S., any duties, taxes, or import fees are the responsibility of the customer. These charges are set by the destination country’s customs agency and are beyond our control.

Yes! We ship to countries in Europe, including United Kingdom, France, Germany, Italy, Spain, Australia, etc. The countries we ship to are available in the drop down menu at checkout.
Unfortunately, we are unable to ship to Russia, French Polynesia, and China at this time.

Once you place an order, here’s what happens:

1. You’ll receive an email confirming we’ve received your order.
   
2. Orders are packed and prepared within 1–2 business days.
   
3. Once shipped, you’ll receive a tracking number so you can follow your package.
   
4. Your jewelry arrives within our estimated delivery window, depending on your location.

TRACK YOUR ORDER HERE

We process orders quickly to ensure fast delivery, so changes or cancellations are only possible within 1 hour of placing your order.

If you need to make a change, please contact us immediately at support@carolein.ca with your order number. If your order has already been processed or shipped, we won’t be able to modify it — but we’ll do our best to help.

While most orders arrive within the estimated delivery window, occasional delays can happen due to customs, weather, or courier issues.

If your order is delayed, we recommend checking your tracking link for the latest updates. Still have questions? Reach out to us anytime at support@carolein.ca, and we’ll be happy to assist you.

Sometimes carriers mark packages as delivered a little early. Here's what we recommend:

1. Your mailbox, front door, porch, or with neighbors.
   
2. It often shows up shortly after being marked delivered.
   
3. Email us @ support@carolein.ca with your order number, and we’ll help investigate and make it right.

If you received the wrong item or something is missing from your order, please contact us at support@carolein.ca within 3 business days of receiving your package.

To help us resolve it quickly, include:

✔️ Your order number

✔️ A photo of the items you received

✔️ A clear image of the shipping label on the package

Our team will investigate the issue with our packing team and carrier partners, and make it right as soon as possible.

Order confirmations are sent automatically to your email within a few minutes of purchase.

If you haven’t received one:

• Check your spam or junk folder
  
• Make sure you entered the correct email at checkout
  
• Still can’t find it? Contact us at support@carolein.ca and we’ll resend it to you
  

We’re happy to help confirm that your order went through!

You can view our full Return & Exchange Policy here

It includes everything you need to know about timelines, eligibility, and how to start a return. Still have questions? Feel free to contact us at support@carolein.ca — we're happy to help!

To start a return, simply email us at support@carolein.ca within 14 days of delivery.

Please include:

✔️ Your order number

✔️ The item(s) you’d like to return

✔️ A brief reason for the return

We’ll get back to you with the next steps and return instructions.

Please note: items must be unworn and in original packaging to be eligible.

Yes — gifts can be exchanged for store credit if they meet the conditions outlined in our Return & Exchange Policy.

If you're eligible, please email us at support@carolein.ca with the following details:

✔️ Your email address

✔️ The order number (if known)

✔️ The item(s) you’d like to exchange

Our team will walk you through the next steps.

While we’re happy to offer refunds or store credit, return shipping costs are not covered by Carolein.

You’ll be responsible for:

• Return shipping fee, based on the courier service you choose (e.g., Canada Post, DHL, etc.)
  
• Tracking number as proof of return
  

We recommend choosing a reliable shipping method that includes tracking for your peace of mind.

We stand behind the quality of every Carolein piece, which is why we offer a Lifetime Color Warranty on all eligible items.

Read more on our: How to take care of your jewelry?

What’s Covered

While we value attention to detail, occasional slips can happen. Our warranty includes:

• Manufacturing defects like metal, gemstone, or setting issues
• Craftsmanship problems affecting durability or functionality
• Damage during shipping or transit

What’s Not Covered

Our warranty does not extend to everyday wear and tear. Here's what's not included:

• Normal wear such as scratches, dents, and discolouration
• Tarnishing of silver or plated jewellery – this is a natural process
• Damage from accidents, improper care, or misuse
• Loss or theft of the jewellery
• Third-party alterations or repairs
  

Carolein reserves the right to decline any claim that does not meet warranty conditions

How to Submit a Claim

Email support@carolein.ca with the following:

• order number
  
• clear photo of the item
  We’ll review your claim and guide you through the next steps.

Broken or Faulty Item Warranty

We offer a Warranty-180 Days on all Carolein jewelry for manufacturing defects or breakage under normal use.

Make sure to keep all previously damaged items with you for your future warranty claims. Mystery products and free gifts are not covered under our warranty. Carolein Jewelry reserves the right to deny any warranty claim.

Coverage includes:

✅ What’s Covered

• Chains or clasps that break prematurely
• Faulty closures, links, or fastenings
  
• Items that arrive broken or damaged

If your item experiences any of these issues within 180-days of purchase, we’ll happily offer a replacement or store credit, depending on availability.

🚫 What’s Not Covered

• Damage from improper use, impact, or misuse
• Normal wear and tear (e.g. light scratches, stretching, fading)
• Lost or stolen items
• Items not purchased directly from carolein.ca

📝 How to Submit a Claim

To make a warranty claim, email support@carolein.ca with:

• Current shipping address
• Your order number
• Which item is damaged
• A description of the problem
• Photographic evidence

We’ll assess the situation and offer a replacement or store credit if eligible.

No worries! Here’s what to try:

It's best to try our forgot password option on the login page. You will need to enter your email and a set of instructions will be sent to your inbox. Follow the password reset instructions to create a new password.
If you didn’t receive the reset email or can’t remember which email you used:

Please contact us at support@carolein.ca with your full name and shipping address, and we’ll help locate your account.