FAQ's

Orders

To confirm your order was placed, check your email for an automated confirmation that your order was received. The email may appear in your junk/spam folder as a result of your email settings. If you do not receive the order confirmation email, it is possible that your order did not go through, or you may have entered an incorrect email address. Please Contact Us if you have any questions regarding your order.

We charge sales tax HST 13% as we are located in Ontario.

On lamaisondor.com we use the industry standard for secure online transactions, to encrypt your personal credit information, including your credit card number before it travels over the internet. As a result of our use of this technology, placing an order with La Maison d'Or online is just as safe as providing your credit card number over the phone. In the unlikely event of credit card fraud, we will work with your credit card company to resolve the issue. Typically, credit card holders are not responsible for any fraudulent charges.

Currently, our shipping area includes all of Canada. We do not ship international orders.

It varies by manufactures and normally takes about 2 to 4 weeks, however, it can take anywhere from 1 week to 8 weeks. When you place a special order with La Maison d'Or we will contact you with an estimated ship date.

If we do not have the item in stock it is categorized as a special order and may not be returned or exchanged.  This being said we are a family owned store so please reach out to us and we will see what we can do for you.

Yes, we are happy to take phone orders. Please call us at 613-837-1001 to place your phone order.

lamaisondor.com does not sell or exchange any personal information of its customers with any third parties excepting for the purposes stated below:

* to provide the products and services you request;
* to process your orders;
* for our marketing and promotional purposes; and
* to ensure that your shopping experience is as easy and pleasant as possible.

Billing & Payment

On the website, we accept Visa, MasterCard, American Express, Interac, ShopPay, Apple Pay and Google Pay. Please call us at 1-613-867-1297 or email service@lamaisondor.com if you have any questions. Customers shopping in store have additional payment options. Contact us or stop by for details.

Credit card orders can be placed online using our secure server or over the phone with our team.

Yes, we accept international credit cards with a billing address outside of the Canada as long as you provide a valid Canadian shipping address.

We’ll first authorize your credit card to make sure there is sufficient credit available at the time of purchase. A hold will be placed on your card for an amount equal to your order until your order has shipped. Special orders will be charged when the order is accepted.

If your order has failed but it appears that the money has already been taken from your account you may be experiencing an "amount pending".

When placing an online order, your bank immediately puts a hold on the funds for us to capture during order processing. During order processing, if the information provided during checkout does not match the information on the credit card being used, the funds captured will be denied and the order will not be processed. When the transaction fails we do not receive the money. Since the transaction failed, this amount will not be taken from your account and will be reset by your bank or card issuer.

Your bank may hold the funds as unavailable until the authorization/hold expires. This hold will typically drop off in 3-5 business days. Please contact your bank if you have any further questions regarding fund holds.

La Maison d'Or has financing options ***LINK TO OUR FINANCING PAGE*** available with approved credit to fit your needs. We’ll work with you to find the perfect financing solution.

Shipping & Returns

When the order is placed a confirmation email will be sent to you. You will receive an additional email when the item(s) is shipped and your credit card is charged. This email will contain a tracking number so you can follow your package.

We ship all orders via FedEx. Orders placed before 12:00 p.m. (EST), Monday through Friday, will be shipped the same business day. After 12:00 p.m. (EST) orders are subject to be shipped the following business day. Orders placed after 2:00 p.m. (EST) on Fridays will be shipped the following Monday. Items not in stock, special orders and custom orders may take longer to ship. View our complete Shipping & Exchange

We appreciate your patience if your order takes longer to process and ship during the holiday season or due to other circumstances beyond our control.

La Maison d'Or offers FREE priority overnight shipping on orders over $500 and for $50 plus HST (13%) on orders $500 and under. It will usually arrive within 1 to 2 business days. View our complete Shipping & Returns

To ensure your complete satisfaction with us, articles in original condition may be exchanged within 30 days of the delivery date. Items not in stock, special order items, items altered at the customer’s request, and sale items are not returnable. If there is any situation where funds need to be returns to a client, they are issued only to the purchaser in accordance with the original method of payment.

After initiating an exchange, you will receive a confirmation email. Special orders may not be returned or exchanged. A special order constitutes any item ordered, custom-made, engraved or altered at the customer’s request. View our complete Shipping & Returns

Your exchange will be processed within 1-2 business days after it's been delivered back to us. You will receive an email confirmation when the exchange is processed to choose your new item.

Yes. Our shipments to you are fully insured during transit.

The expected delivery time for Priority Overnight mail is 1 to 2 business days. Orders placed after 5 pm on Fridays will be shipped the following Monday. Under most circumstances, your order will be delivered within 1 to 2 days if the item you ordered was in stock. However, there might be unexpected delays due to circumstances beyond our control. If you haven't received your order after five business days, please contact us at 613-837-1001 and we will help you to locate your order.

Products & Services

Yes absolutely! We carry a large selection of engagement ring settings. We’d be happy to help you to select the perfect mounting for your diamond and set it in your new ring for you.

We are very particular about the diamonds we carry in store and our inventory is changing daily.  We also have access to diamonds of all qualities and sizes.  Please contact us to learn more about what we have in stock and which diamond is the perfect one for you.

Our rings with diamonds are all natural untreated diamonds unless otherwise specified.  We do sell lab grown to our clients upon request, the pricing on lab grown is fairly new and in flux, we love to chat about diamonds so please contact us to learn more and see which type of diamond is best for you.

Conflict-free diamonds are diamonds that were not obtained due to human rights abuses, child labor, violence, or environmental degradation.

At La Maison d'Or, we take careful steps to ensure that we only carry conflict-free diamonds. We only purchase polished diamonds from professional members of the diamond trade who have certified that their diamonds are conflict-free. When you shop with us, you can be certain that your diamonds are coming from the most reputable sources.

Some of our in-store services include: custom design & jewellery transformations, jewellery repair, engraving, pearl restringing, appraisals, cleaning & jewellery inspection. As we do not sell any watch we do not repair or service watches. Learn More about our Services.

Please refer to our complimentary Now & Forever Care & 10 Year Guarantee for rings above $1500 before tax.

Yes, we offer on-site insurance and estate appraisal. Our GIA & AGS trained gemologist will give you written appraisal so you can insure your jewellery for its full value. 

Sterling silver does tarnish over time. When silver is exposed to air for long periods of time it can start to change its colour from oxidisation. The amount of tarnishing that occurs is dependent on the body chemistry and care habits of the wearer.

While tarnishing cannot be prevented, the process can be slowed down. We recommend that customers remove jewellery before going to bed or when performing vigorous activities such as manual labor, sport, cleaning, etc. Store jewellery in an airtight bag or with an anti-tarnishing paper tab can also slow down the process. Tarnished silver can be cleaned with a polishing cloth or soapy water and a toothbrush. You are also welcome to bring your jewellery to us for a free checking and cleaning. We are happy to offer free jewellery cleaning.

Yes, to some extent. Since white gold is actually yellow gold alloyed with white metals, the jewellery must be rhodium plated. Rhodium plating is standard for all white gold jewellery and gives the item a pure white brilliance and luster. In time, however, the plating tends to wear thin, showing the natural colour of the white gold beneath. The natural colour of white gold is a warm white that has varying degrees of yellow tones in the white depending on the karat of gold. Certain activities will wear rhodium faster off the ring.

Yes we do. Whether you purchased your jewellery from us or not, you are more than welcome to have your jewellery inspected and cleaned FREE of charge.

We recommend everyone to have your jewellery inspected every year to catch any loose prongs, worn mountings, and general wear and tear. We do not charge for basic jewellery cleaning and inspection.

Other

We are a family store located in Orleans which is the eastern part of Ottawa, Ontario.  We are located in Place d'Orleans Shopping Center across from Hudson Bay on the first floor.

The four C's - Carat (size), Color, Clarity, and Cut - are the industry grade standard from the Gemological Institute of America (GIA). Every diamond is specifically graded on these features. View our Diamond Education page to learn more about 4C's.