Frequently Asked Questions (FAQ)
1. Where are you based?
Medailline is proudly based in downtown Montreal, Canada, where each order is prepared with care and attention.
2. What materials do you use?
Our jewelry is made from high-quality silver and plated in 18K gold, giving it a beautiful, long-lasting finish that’s both elegant and affordable.
3. Are your necklaces customizable?
Most of our lockets are designed to hold small personal touches — like a photo or charm — that you can insert yourself. We do not currently offer custom engraving or printing, but it’s something we may introduce in the future.
4. Do you accept returns?
We do not accept returns on any items. As a small business working with minor profit margins, this policy helps us keep our prices fair while offering high-quality, meaningful pieces.
If your order arrives damaged or there was a mistake, please contact us within 3 days of delivery and we’ll do everything we can to make it right.
5. How long will my order take to ship?
Orders are processed within 1–3 business days.
Shipping times are:
* Canada: 3–7 business days
* USA: 4–8 business days
* International: Varies by location (calculated at checkout)
6. How do I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number so you can follow your package.
7. Do you ship internationally?
Yes! We ship to select international countries. Shipping rates and delivery times will be calculated at checkout based on your destination.
8. What if I made a mistake in my order or shipping address?
If you notice an error, please contact us as soon as possible. If your order hasn't shipped yet, we’ll do our best to correct it. Once shipped, we unfortunately can’t make changes.
9. Will my locket come with something inside?
Lockets are sold empty, giving you the chance to add something meaningful yourself — a photo, a tiny note, or a charm that holds personal value.
10. How do I take care of my jewelry?
To keep your Medailline piece looking its best:
* Avoid contact with water, perfumes, and lotions
* Store it in a dry place, preferably in the pouch we provide
* Gently polish with a soft cloth if needed