Frequently Asked Questions

PAYMENT METHODS

We accept the following payment types: Amex, MasterCard, Visa

SALES TAX INFORMATION

Provincial law requires that internet retailers collect sales tax in provinces in which they reside. Fine & Divine operates and is resident in Quebec, therefore we are required to charge applicable taxes for purchases shipped from the province of Quebec. The Canadian equivalent of a VAT (EU) is the NEQ (Numéro d’entreprise du Québec) NEQ# 1175059139.

SECURITY

Fine & Divine uses a number of safety precautions to protect your personal information from unauthorized use. We use the latest security technology, which includes data encryption, server authentication, message integrity, SSL Certificate and Trust wave – which is like keeping your PayPal and credit card information in a bank vault. We can assure you our site is secure, and we have implemented the most advanced security measures. Our customers’ security and privacy will always be a top priority.

PLACING ORDERS

After browsing and selecting the priceless pieces destined to be yours, you may proceed to your shopping bag icon.

In your shopping bag, you will be able to go over the items you have chosen, and you will be given your shipping options.

Once the shipping preference is selected, you will be directed to the check-out/payment page to finalize your purchase.

An order confirmation will be sent to you via email. Kindly keep this order confirmation in case you may have inquiries. A tracking number will be sent in a separate email, once your order has been processed and shipped.

Our confirmations are not spam, check there first, if you haven’t received your confirmation email. If the email isn’t in your spam folder, please send an email to our Client Care Team, and kindly add us in your safe Email List. We’re here to give you the top notch service you deserve!

PROCESSING ORDERS

Your order will be processed once the payment has gone through. This normally takes 1 business day.

BACKORDERS

We get so many items a day (and sometimes run low on popular items) that it’s very difficult to keep up-to-the-minute information on our site. If your items are on backorder it can take 2-4 weeks to receive your item. Of course, this amount of time will vary. You have several options:

You can keep your item on backorder and wait till your item is available again.

You can choose another item instead of the one you purchased. If there is a price difference, you will either be credited or charged.

You can simply cancel that particular item if you don’t want to wait for it or change the order.

WHEN WILL MY BACKORDER ITEM GET SHIPPED?

As soon as we get the item back in our warehouse, you will get an email letting you know your item was shipped. All backorder items are shipped free of charge.

CANCELLATIONS

If you need to adjust your online order, please contact our Client Care Team at clientcare@fine-divine.com. Adjustments to orders must be made within one (1) hour of placing order.

TEMPORARILY OUT OF STOCK

Some items are simply irresistible, and what can we say, they fly off the shelves. At F&D our team works tirelessly to provide our clients with an abundance of choices and supply, so if your dream item is temporarily out-of-stock, add your dream item to your wish-list and let our Client Care Team know, so you can be the first in line to place your order.

This Privacy Policy applies to the Fine & Divine’s site where it appears.

This Policy describes how we treat personal information on the website where it is located. This includes our ecommerce site.

SCOPE AND CONSENT

By using this site you expressly consent to the terms of this Privacy Policy. This Privacy Policy forms part of the Terms of Use available here. (link to TERMS & SERVICES ( https://www.wonder.legal/en-ca/creation-modele/terms-conditions-website-mobile-application-en-ca )

Our site where this policy is found is meant for adults.

We do not knowingly collect personally identifiable information from or of minor children without permission from a parent or guardian. If you are a parent or guardian and think your minor child has given us information, you can contact us here.

COLLECTION OF INFORMATION

We and our affiliates may collect and uses the information collected, or posted, at our site, for any internal purpose, and provide that information to our business partners, service providers and suppliers to be used by them for such purposes.

We will collect information you chose voluntarily to give us including identifiable information, such as your name, address, phone number, email address, shopping history, and viewing history, correspondence and so on, as posted by you on our site or other information about yourself. In addition, we may collect non-personal information automatically as you navigate our site. This information may include (but may not be limited to): location data, IP address, device data such as mobile identifiers, carrier network information, the mobile website or mobile app used, and cookie or pixel tag data and so on.

We will use this data to monitor our site and collect aggregate data for marketing purposes and for other future uses.

Our Site may use web beacons and other technologies to collect information when you access our website, and we may store that information in “cookies”.

When you access our site, we and our affiliates, business partners and vendors may place small data files on your computer or other device. We use these data files, commonly known as “Cookies” to help us identify you as a site visitor or client, customize our content and enhance your site experience. These third parties may also use a technology called “Tags” or “Web Beacons”, similar in function to Cookies. Web Beacons allow us to understand the movements of visitors to our Sites. You should note that although most browsers are initially set up to accept cookies, you may be able to change your browser settings to cause your browser to refuse cookies or to indicate when a cookie is being sent. However, disabling or limiting cookies may cause certain features of this site to not function properly.

If you have chosen to receive marketing messages from us, we may use information from our log files, cookies, or web beacons to help us make those communications more useful or interesting to you. We may periodically track the open-rates and click behavior of our emails and other messages and advertisements to help us identify which portions of our advertisements are most popular and effective with our customers.

We do not sell or rent your personal information to third parties for their marketing purposes.

We do not keep or store credit card details.

You have certain choices about how we use your information. You can opt out of receiving our marketing emails by utilizing the unsubscribe information provided in such message or by contacting us at clientcare@fine-divine.com

If you have provided us with your personal information and wish to update, correct, or delete it, you may have the ability to do so by contacting us as at clientcare@fine-divine.com

USE OF INFORMATION

We will use your information to fulfill your purchases. We use information to respond to your requests or questions. For example, we might contact you about your Fine & Divine Loyalty Club account or feedback. We use information to improve our products and services. We might use your information to customize your experience with us. We use information for marketing purposes. For example, we might provide you with information about new products and special offers. We use information to communicate with you about your account or our relationship. We will also use information for security purposes. We may use your information to protect our company, our customers, and our websites. We may also use information as otherwise disclosed or permitted by law.

SHARING INFORMATION WITH THIRD PARTIES

We will share information within the Fine & Divine family of companies. This includes Fine & Divine employees, suppliers and franchisees.

We will share information with third parties who perform services on our behalf. For example, we share information with companies that help us operate our sites or fulfill purchases. We may share your information with our business partners. For example, we may share information with third parties who co-sponsor a promotion.

We will share information in order to comply with the law or to protect ourselves. For example, we will share information to respond to a court order or subpoena. We may share information if a government agency or investigatory body requests it. We might share information if we are investigating potential fraud or misuse of our site

We may share information for other reasons we may describe to you from time to time and are permitted by law.

SECURITY MEASURES

We use a SSL certificate to ensure secure payments on our website.

All of our transactions are secured and approved by Stripe payment gateway and use encryption to protect your information.

The Internet is not secure and we cannot guarantee that your use of our site or the information you post on it will be completely safe. We encourage you to use caution when using the Internet in general and our site in particular. This includes not sharing your passwords.

Information we collect may be stored in and outside of the Province of Quebec. This site is subject to the laws of The Province of Quebec, which may not afford the same level of protection as those in your country of residence.

This Privacy statement only applies to information received or collected by us. Our site does not control the privacy practices of third parties. Consumers who click on a link or advertisement, even if they appear on our site will visit a third-party site, or interact with third-party content are subject to the privacy policies of those third parties, where applicable. (TO BE DISCUSSED / TERMS OF SERVICE)

PRIVACY POLICY UPDATES

From time to time we may change or update our privacy policies. We will post an updated copy on our website. Please check our site periodically for updates.

If you have any questions about this Policy, please email us at clientcare@fine-divine.com

PRODUCTS

F&D products are made with 100% natural and sustainable materials, sought from remote locations all over the world. Our products come from array of the finest leathers, woods, lava natural stone & semi-precious stones, crystals, quartz, glass, silver, brass, copper and gold. Our therapeutic grade, essential oils are 100% Pure, Certified Organic and Certified Fair Trade, made from hand-picked herbs and plants naturally sourced from over a dozen different countries renown for cultivating the world’s finest ingredients. There are no additives, fillers, bases or carriers added, only the purest of oils.

SIZING

Our bracelets are chosen not only for health and style, but also to support equality, this is why we carry mostly adjustable bracelets in hopes that both women and men alike, will enjoy the opportunity in sharing good taste.

For those of you who require sizing, we have a very quick and easy way to determine your perfect size.

1. Step 1 Not everyone has a soft sewing measuring tape, so you can also wrap your wrist with a simple string, pinching the ends together and mark where the ends meet. A thin-cut piece of paper can do the trick too.
2. Step 2 Remove the string and lay flat to measure the string with a regular ruler.
3. Step 3 Determine the length of your bracelet.

**If you do not have any string or paper, you can also wrap Scotch tape around your wrist, mark it with a pen, and then stick it onto a ruler to determine the length. If you use tape, please add an extra 0.5cm or 0.2inches to allow the bracelet to be comfortable, since it won’t be sticking to your skin like Scotch tape.**

Adjustable bracelets (pull cords)

Generally, these bracelets are all adjustable and can be worn by everyone.

Stretch bracelets (made with stretchy cord or elastic)

Add 0.5 cm – 1 cm to determine the final length for your stretch bracelet. For example, if the length you measure on your wrist is 16 cm, you add 0.5 cm – 1 cm to 16 cm, and you get the final length for your stretch bracelet of 16.5 cm – 17 cm.

Non-stretch bracelets (ending with lobster claw clasp or magnetic clips)

Add 1.5 cm – 2 cm to determine the final length for your non-stretch bracelet (If you want a loose fit, add 2 – 3 cm). For example, if the length you measure on your wrist is 16 cm, you add 1.5 cm – 2 cm to 16 cm and you get the final length for your non-stretch bracelet of 17.5 cm – 18 cm. If you prefer a loose fit, you add 2 – 3 cm, and you get the final length for your non-stretch bracelet of 18 cm – 19 cm.

IMPORTANT: The non-stretch bracelet will not stretch, so ensure the fit is comfortable yet secure. (I.e. do not measure for a tighter fit hoping the bracelet may eventually stretch).

REFUND REQUEST

If for any reason you are not completely satisfied with your purchase, you may return items that are in unused and original condition within 30 days from the delivery date. Shipping charges are non-refundable and will also be applied to the return postage. There are no refunds or exchanges on FINAL SALE items.

If you wish to exchange the item for a different item, please place a new order on our website, and contact us with your proof of new purchase order number, your original purchase order number, and we will be delighted to reimburse your first order once we have received your returned item.

Should you require your new order to be shipped at a different address to the original delivery, please clearly inform our Client Care Team, and someone will take care of your shipping changes.

In the event of exchanging size, if the new size is in stock, we will send it to the same address your initial order was shipped to, upon receipt of your returned item.

Return Service Procedure

Please contact our Client Care Team (link to CS email), and attach clear photos of the items that you wish to return. A Client Care representative will reply to your email within 5 business days, to send you a return authorization, and precise return instructions.

All items returned must be new, unworn and be kept in its original condition, in which it was received, unless the items are defective or have been damaged during shipping.

Kindly follow the instructions provided by our Client Care Team, they are here to give you a hand.

Returns will be processed within 3 business days of receipt of your items. An email notification will be sent, once your return is processed. Please note that refund processing is beyond our control and it may take up to 7-10 additional business days for the funds to be credited to your account, initial shipping costs are non-refundable.

Return address (only for returned items)

Fine & Divine

20 Saint-Pierre,

Sainte-Anne-de-Bellevue

Québec, H9X 1Y3 Canada

*INTERNAL USE ONLY – THIS IS FOR THE CLIENT CARE REPLY EMAIL FOR RETURNS/REFUNDS*

We strongly recommend that you use a secure or trackable method of postage, i.e. recorded or special delivery, and that you retain your proof of postage. Until we receive your return to our warehouse, the items and their condition remain your responsibility.

Upon receipt of the item(s), we’ll send you an email to confirm your return has been received.

DO I NEED TO CONTACT FINE & DIVINE FOR A RETURN?

You don’t have to contact us.

We will be happy to hear from you and will work immediately to either refund your purchase or offer an exchange. To get in touch with us concerning a return or cancellation, please contact F&D’s Client Care team. (insert email link)

HOW LONG DO I HAVE TO RETURN AN ITEM?

If you’re not happy with your purchase, you have 30 days from the date of delivery to return your order to us for a refund. Items returned must be unworn and in resalable condition. Unfortunately, delivery charges are non-refundable.

HOW CAN I CHECK THE STATUS OF MY RETURN OR EXCHANGE?

Enter your tracking number via the website of your shipping courier.

WHAT ARE THE CONDITIONS FOR REFUND IN CASE OF RETURN?

You can return any item (within 30 days from the day you received your order) that is in its original condition, unwashed and unworn, with all tags attached, with an original sales receipt or invoice.

WHEN WILL I RECEIVE MY REFUND?

Refunds will be credited back via the original method of payment. Please allow up to 30 days for your refund to appear on your bank or credit card statement.

If for any reason we are unable to issue a refund via the original method of payment, we will contact you to arrange an alternative.

WE SHIP TO CANADA & U.S.A (for now)

SHIPPING

You will receive an email confirmation when your order has been successfully placed. Please ensure the shipping address is correct, as once the item has been dispatched we cannot redirect the order.

SHIPPING DURING COVID-19 

Due to additional Covid-19 safety measures, please allow up to 10 business days for order delivery.

Keeping You and Our Staff Safe

At F&D, the health and safety of our customers and employees is our top priority. We are continuing to follow federal, provincial, and local guidelines. We are doing everything we can to keep our community safe in this evolving situation. We wish to thank you in advance for your understanding in the event that there are delays or any unforeseen issues that may arise. These measures are taken for your safety.

Online Shopping:

Due to additional safety measures we’re following in our distribution justify, please allow up to 14 business days for your order to be delivered free of contact. Deliveries may also be delayed since shipping carriers are prioritizing essential items first.

Online Safety Measures:

For your reassurance as a customer, all our jewelry inside our pouches is free from contact. Our orders will also be delivered free of contact to your address. We conduct frequent and extensive cleaning and maintaining the highest hygiene standards. Our shipping carriers (Canpar, UPS, FedEx, Purolator International and Canada Post) are following the recommendations provided by the World Health Organization (W.H.O.), U.S. Centers for Disease Control and Prevention (CDC) and the Public Health Agency of Canada (PHAC).

TRACKING

Upon shipment, you will receive a shipping confirmation email with your invoice and tracking number. We recommend saving the tracking number.

Once the shipping confirmation email is sent, changes can no longer be made to orders.

WARRANTY

Use of our Website is at your sole and exclusive risk and any services provided by us are on an “as is” basis. We disclaim any and all express or implied warranties of any kind, including, but not limited to the implied warranty of fitness for a particular purpose and the implied warranty of merchantability. We make no warranties that the Website will meet your needs or that the Website will be uninterrupted, error-free, or secure. We also make no warranties as to the reliability or accuracy of any information on the Website or obtained through the Services. Any damage that may occur to you, through your computer system, or as a result of loss of your data from your use of the Website is your sole responsibility and we are not liable for any such damage or loss.

Wish lists help us not only remember all the neat things we covet online, but it also allows those close to us to get a glimpse into our dreams. Now, more than ever, our loved ones are using safer ways to buy gifts for one another thanks to the Internet. A wish list is a practical way to make note of the gifts we can purchase and ship safely to the doors of those we wish to keep safe and cherish for many more occasions.

Create an account and have access to your wish list now!