Once your order ships, you’ll receive a confirmation email with a tracking link. You can also log into your account to check your order’s progress at any time.

We process orders quickly to ensure timely delivery, but contact us within 2 hours of placing your order and we’ll do our best to accommodate changes.

No account is needed, but creating one makes it easy to view past orders, save shipping details, and track current deliveries.

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!

Every piece arrives in our signature packaging, perfect for gifting.

Yes. We ship worldwide with a few exceptions. Duties and taxes may apply and are the responsibility of the recipient.

We offer FREE worldwide shipping on all orders. Delivery times and costs are calculated at checkout based on your location.

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 accept returns within 30 days of delivery. Items must be unworn and in their original packaging to be eligible for a refund.You can view our full Return & Exchange Policy here

Begin your return online through our Returns Portal or contact our team at support@carolein.ca for assistance.

Original shipping fees are non-refundable unless the return is due to an error on our part.

For defective or incorrect items → Carolein covers return shipping (Canada & U.S.).

For all other returns (including international) → Customers cover return shipping.

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

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

Our 30-Day Limited Warranty covers manufacturing defects only, such as:

• Broken clasps or closures
  
• Loose stones or charms
  
• Plating issues within 30 days
  

Normal wear, scratches, or damage from chemicals are not covered.

Yes! Our jewelry is made with 18K PVD gold-plated stainless steel, designed to be waterproof, tarnish-resistant, and hypoallergenic.

• Store pieces in the provided pouch
• Avoid direct contact with perfumes, lotions, and harsh chemicals
  
• Wipe gently with a soft, dry cloth after wearing

Our advanced PVD plating is highly durable and designed to maintain its shine with proper care.

Clean gently with a soft cloth and store each piece in its pouch or box when not in use.

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