FAQs

SHIPPING

How do orders ship?

We work with Canada Post.  All orders are shipped within 1-3 business days unless otherwise noted on the product page.

 

Where do you ship?

We currently only to ship to Canada and the United States (including Hawaii and Alaska).

 

Do you ship internationally?

Unfortunately, not at the present time.  Circumstances, however, may change.... so contact us in advance to see if we may be able to ship to your country.

 

ORDERING

What length should I order?

For eyeglass chains, our default length is 27" and is the most popular length. If you're uncertain about what length would be best for you, take a fabric measuring tape and drape it around your neck to figure out where you would like your glasses to hang.

 

Can you make this item shorter or longer?

Absolutely! All items are made to order, so adjustments can be made if requested for a fee. Send a message to karen@kalxdesigns.com or use the form on the contact page noting the item you want to order and your desired length. We will respond as soon as possible (usually within 24 hours).  Please note that the item would be considered a custom order and would not be returnable.

 

I like this item, but would like a few changes. Do you do custom orders?

Yes, we do custom work. Send a message to karen@kalxdesigns.com or use the form on the contact page and we would be happy to discuss. Please note that custom orders are not returnable.

 

PAYMENT

What types of payment do you accept?

We accept PayPal and credit cards.

Note that some banks and credit card issuers may charge customers extra international transaction fees even if the credit card is charged in local currency.

 

Do you charge sales tax?

All orders shipped within Canada are subject to applicable GST/HST.

 

RETURNS & EXCHANGES

Can I return my order?

Yes. It's simple - if you are not 100% satisfied with one of our products, we will create a solution for you. Returns are accepted within 3 days of your receiving the product. The following conditions apply:

• Contact us within 3 days of order delivery
• Item is returned in its original condition. Product received back that is used, worn or damaged (by you or return mail service) is not eligible for a return and will not be accepted.
• You are responsible for return shipping. Insurance and tracking are recommended.
• Shipping charges, if applicable, are not refundable.
• Custom orders are not returnable.

 

How do I make an exchange or return?

It's simple - email us and we'll get you started. We hope you love our products as much as we do but, if not, we'll take care of it. Please email us at karen@kalxdesigns.com.

 

My order arrived damaged or defective. What should I do?

Oh no!  Contact us at karen@kalxdesigns.com within 2 days of receiving the product and include a photo of the problem. We will work with you to make it right.

 

OTHER QUESTIONS

My glasses keep slipping out of the grips. What can I do?

Push the slider on the grips tightly against the arms of the glasses. This should secure it. If it's still a problem, try this little hack:  bend the grip in half and slip the arm of your glasses through both loops.  This looks a little different but works in almost all cases.  Note that wire frames present challenges and are difficult to fit.  Other options may be available for a fee.  Just send us a message to discuss more about them.

 

I broke my item. Can you fix it?

Yes, we can repair most broken items for a reasonable service fee plus return shipping.  Just email us at karen@kalxdesigns.com describing the damage/issue and include a photo of the problem. We will reply as soon as possible with a quote - usually within 24 hours.

 

My knotted pearl chain needs to be restrung. Can you do that?

Yes, we offer a pearl restringing service for a fee.  The silk thread may stretch somewhat over time or become soiled and should be replaced.  Just email us at karen@kalxdesigns.com and we will reply as soon as possible with a quote - usually within 24 hours.

 

Do you sell wholesale or on consignment?

Thanks for your enthusiasm for sharing our products but we do not, at this time, sell wholesale or on consignment.

 

Wow! You finished reading all that. Give yourself a well-deserved pat on the back.