EXCHANGES & RETURNS
Return and Exchange Policy – LTJ
At Les Trouvailles de Jen, we want you to be completely satisfied with your purchase.
Here are the conditions for returns, exchanges, or refunds:
CANADA POST STRIKE: During the strike, please exchange your items directly at our store or use the carrier of your choice (at your expense).
Return address: LTJ / Les Trouvailles de Jen 2700 Bd Laurier, local 2442 Québec City, QC G1V 2L8 Canada
Once you returned your items, we recommend placing a new order online.
You can also wait until the end of the strike to make a return or exchange. We will be flexible regarding return deadlines. But items, MUST be unworn, with stickers.
📦 Returns
- You may return an item within 10 days of receiving your order, either in-store or online.
- The item must be unworn, in perfect condition, with stickers and in its original packaging.
- A full refund of the purchase price will be issued once the return is received and inspected, excluding credit card fees and original shipping costs ($9.99 + tax), which are non-refundable.
- If a package is returned to us due to an invalid or incomplete address, the inital shipping cost (11.49$) and return cost (9$) will be deducted from the refund or charged if you want the package to be resend.
🔄 Exchanges
To request an exchange, please email us at info@lestrouvaillesdejen.com with the following informations:
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Your order number
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The items you’d like in exchange
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Your full address
Once we receive your return within 10 days of order reception, you will receive a new invoice by email confirming the exchanged items and, if applicable, any amount to be paid for the difference.
Once you returned your items, we recommend placing a new order online, because of the CANADA POST STRIKE.
💲 Refunds
To request a refund, contact us at info@lestrouvaillesdejen.com with:
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Your order number
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The items you wish to return
All items from the order must be returned for a full refund. This excludes the original shipping fees ($9.99 + tax) and credit card fees.
If a free gift was kept, its value will be deducted from the refund.
Proof of refund will be emailed to you upon receipt and processing of the return.
Free shipping applies only to orders of $75 or more (before tax).
If a return brings the order total below this threshold, the shipping fee will be deducted from the refund.
🚫 Non-Returnable or Non-Exchangeable Items
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Earrings: Final sale due to hygiene reasons.
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TikTok Live orders: Non-cancellable after spinning the wheel and after your order is packed live. Exchange only.
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Sale items: Final sale. No returns or exchanges.
Questions?
If you have any questions or concerns, feel free to email us at info@lestrouvaillesdejen.com. We’ll be happy to help!
RETURNS & EXCHANGES
Can I return my order ?
IF, FOR ANY REASON YOU ARE NOT SATISFIED WITH YOUR ORDER, YOU HAVE THE OPTION TO RETURN IT WITHIN 10 DAYS OF THE PURCHASE DATE AND RECEIVE A COMPLETE REFUND OF THE PURCHASE PRICE, EXCLUDING THE SHIPPING FEES AND CREDIT CARD FEES.
*ITEMS MUST BE UNWORN AND SHIPPED BACK TO US IN THE SAME CONDITION YOU RECEIVED THEM
*EARRINGS ARE FINAL SALE DUE TO HYGIENE REASONS.
*SALE ITEMS ARE FINAL SALE WHICH MEANS NO REFUND/EXCHANGE.
Exchanges during Canada Post strike?
CANADA POST STRIKE: During the strike, please exchange your items directly at our store or use the carrier of your choice (at your expense).
Return address: LTJ / Les Trouvailles de Jen 2700 Bd Laurier, local 2442 Québec City, QC G1V 2L8 Canada
You can also wait until the end of the strike to make a return or exchange. We will be flexible regarding return deadlines. But items, MUST be unworn, with stickers.
Once you returned your items, we recommend placing a new order online, because of the CANADA POST STRIKE.
How do I initiate a return or exchange ?
SEND US AN E-MAIL WITH YOUR FULL NAME, ORDER NUMBER, COMPLETE ADDRESS AND THE REASON OF YOUR RETURN/EXCHANGE AT INFO@LESTROUVAILLESDEJEN.COM
Once you returned your items, we recommend placing a new order online, because of the CANADA POST STRIKE.
What if my product came damaged ?
IF YOU RECEIVED A DAMAGED PRODUCT PLEASE CONTACT US AT INFO@LESTROUVAILLESDEJEN.COM WITHIN 7 DAYS OF RECEIVING YOUR ORDER WITH YOUR ORDER NUMBER AND PHOTO OF THE DAMAGED PRODUCT. WE WILL ASSESS THE SITUATION AND INFORM YOU IF THE ITEM QUALIFIES FOR A REFUND OR EXCHANGE.
SHIPPING
What about your shipping rates ?
SHIPPING IS FREE FOR ORDERS OF 75$ OR MORE FOR CANADA.
CANADA STANDARD SHIPPING - 9.99$
*IF THE PACKAGE RETURNS TO THE ORIGINAL DESTINATION BECAUSE OF AN INVALID ADDRESS OR IF THE COURRIER LEFT A DELIVERY NOTICE AND YOU COULDN'T PICK IT UP YOU WILL HAVE TO REPAY THE DELIVERY.
When will my order arrive ?
ORDERS ARE PROCESSED IN LESS THAN 3 DAYS, EXCLUDING THE WEEKEND AND MAJOR HOLIDAYS.
1-5 BUSINESS DAYS (CANADA & USA)
5-20 BUSINESS DAYS (INTERNATIONAL ORDERS)
Do you offer international shipping ?
YES, WE OFFER WORLDWIDE SHIPPING.
THE PRICE WILL VARY ACCORDING TO THE WEIGTH (SEE THE PRICE CALCULATOR IN THE SHOPPING CART).
CANCELLATION POLICY
I changed my mind, can I cancel my order?
IF THE ORDER IS NOT ALREADY PACKED OR IF WE DIDN'T PRINT THE LABEL WE CAN CANCEL IT BUT YOU WILL BE CHARGED THE CREDIT CARD FEES.
Do you offer price adjustments if I purchased before a sale?
Unfortunately, we do not offer price adjustments on purchases made prior to a promotion or sale. All prices are final at the time of purchase.
Can I cancel my Tiktok LIVE order?
NO, ORDERS MADE DURING A TIKTOK LIVE CANNOT BE CANCELED BECAUSE WE HAVE A FORTUNE WHEEL (LOTTERY) AND WE CANNOT CANCEL AFTER THE CLIENT PARTICIPATED AND WON A GIFT THEY DON'T LIKE OR CHANGED THEIR MIND.
LTJ RELATED
Where is the LTJ store?
In Laurier Québec, near H&m & starbucks & click here to see all our store locator / point of sales.
Do you offer a warranty?
We are known for the quality of our jewelry, wich is why we offer a 6 month warranty from the date of purchase.
The warranty does not cover free items (tiktok gifts), lost items, normal wear, plating exposed to chemicals, scratches resulting from normal wear and tear, broken chains, improper use, or inadequate storage of your product. Normal wear and fading of 18k gold plating is not covered by our warranty.
Contact info@lestrouvaillesdejen.com for any further questions.
Which payment methods do you accept?
Visa
MasterCard
American Express
PayPal
Shop Pay Sezzle
Bank transfer - interac
