FAQ

General

Where is your jewelry made?

All of Liwen Orfèvrerie jewelries are designed and handmade in Montreal, Quebec.

Do you take custom orders?

Yes! Please send us a DM on Instagram or email us at liwen.orfevrerie@outlook.com

How long does it take to make my order?

Please allow 7–14 business days for production before shipping. Each piece is handcrafted by Liwen with care.

Can I see the jewelry in person?

Yes! We’d love that. Please send us a DM on Instagram or email liwen.orfevrerie@outlook.com to arrange a viewing or pickup time.

What are your social media handles?

You can find and follow us on:
Instagram: @liwen.orfevrerie
TikTok: @liwen.orfevrerie
Follow along for behind-the-scenes looks, new releases, and glimpses into the making process.

Jewelry care, repairs, Customizations

How should I care for my jewelry?

To keep your jewelry in pristine condition and enjoy it for many years to come, store it in a dust-free environment such as a soft pouch or jewelry box. Keep it away from moisture and chemicals and gently clean it with a lint-free soft cloth after wearing.

You can view more detailed care instructions on our Jewelry Care page.

Do you offer cleaning or re-polishing services?

Yes! All Liwen Orfèvrerie jewelry enjoys free re-polishing services.

Customers are responsible for shipping costs. If you’re located in Montreal, we can schedule an in-person meet-up for polishing.

Can you re-plate gold jewelry?

Yes, we offer re-plating services to help restore the shine of your gold-plated pieces. Please email liwen.orfevrerie@outlook.com for a quote and further details.

My jewelry got scratched or broken. Can you repair it?

We provide repair services for all our customers.

Repair services are available for a small fee depending on the level of damage. We’ll first assess whether restoration by our craftsmen is possible and then send you a repair quote.

You’ll be responsible for all shipping costs to and from our studio.

To request a repair, please send clear photos of the issue and a brief description to liwen.orfevrerie@outlook.com.

The size of my jewelry doesn’t fit me. Can you adjust it?

In most cases, we can customize jewelry to fit your specifications. For example, adjusting the length of necklaces or bracelets, sizing up or down a ring.

However, since all our jewelry is handmade, customization options are limited. Additional charges and production time may apply, and not all pieces can be modified.

Please email liwen.orfevrerie@outlook.com before placing your order to discuss your customization needs.

Returns & Exchanges

Do you accept returns?

We do not accept returns as all items are handmade and final sale. Exchanges may be possible in certain cases, please refer to our Exchange Policy for details.

How do I request an exchange?

If you would like to request an exchange, please review our Exchange Policy and contact us at liwen.orfevrerie@outlook.com within 5 calendar days of receiving your order.

Are there any fees for exchanges?

A $45 CAD exchange fee will apply (unless otherwise indicated). Customers are responsible for all shipping costs related to the exchange.

Can I return a custom-made piece?

No, custom-made or personalized pieces are final sale and cannot be returned or exchanged.

Gifts

How do I buy a gift card?

You can purchase an e-gift card directly from our website. Simply choose the desired amount, add it to your cart, and proceed to checkout. Once your order is complete, you’ll receive an email with your digital gift card and a unique code. Then get ready to send to someone special or use it yourself!

How long is my gift card valid for?

Your gift card is valid for 12 months from the date of purchase.

What if I didn’t receive my gift card email?

Please check your spam or promotions folder. If it’s still missing, contact us at liwen.orfevrerie@outlook.com, and we’ll be happy to assist you.

Can I return or refund a gift card?

All gift card purchases are final sale and non-refundable.