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FAQs

What materials do you work with?

We primarily work with 925 sterling silver and 316L stainless steel. We can finish both with 18K gold or 18K rose gold plating. The materials for each product is noted on the product page as some designs we only make in 316 steel while others we only make in 925 sterling silver.

We also work with 14K solid gold upon request. If you see a design in our collection that you would love to be made in 14K solid gold, please contact us.

Can I see a preview of my design?

After ordering, within 2 business days you will receive a design confirmation with your design (this excludes English designs). If you would like to see your design prior to ordering, please contact us and we will provide a preview.

Can I design a piece in a different language?

Yes! Please reach out to us and we would be happy to create a custom design for you in the language of your choice.

Can I change my design?

We can make changes to your design during the design confirmation period. After we have sent your design confirmation to your e-mail (within 2 business days of ordering ) you will have 2 business days to review your design. If changes are required to your design, please contact us. Once your custom jewelry is in production, we cannot make changes to the design.

Where are you based?

We are a Canadian company based in London, Ontario. Our shop is not currently open to the public, but it has always been a goal of ours to open a store front since we first opened in 2016.

Do you ship internationally & how long does shipping take?

We wish the answer was a simple - yes! - however, with the ongoing pandemic worldwide, we have had to reduce our reach as international shipping is experiencing significant delays outside of North America. This is primarily due to reduced flights worldwide due to covid-19.

We currently ship internationally from our shop in Canada to the UK, Australia, Singapore, and Germany. We are experiencing longer shipping times due to the ongoing pandemic. Please know that it can take 2-4+ weeks for your item to arrive after we have made your custom jewelry. 

North American shipping: we are experiencing little to no delays with shipping within Canada & the USA. Most packages arrive within 2-8 days after shipment.

How long does production take?

Each design has a different design & production time. In general, our production time is about 10-15 business days as our jewelry is handmade to order.

Please see the product page for product specific design & production time

I made a mistake with my shipping address, what do I do?

We do try our best to catch incomplete/wrong shipping addresses - but unfortunately, we can't catch them all. 

If you realized that you provided us with an incomplete/wrong shipping address, please contact as soon as possible as we may be able to update your shipping label prior to dispatch. If your item has already been shipped, unfortunately we cannot redirect packages and we are not responsible for packages that aren't delivered. 

If the package is returned back to us, we will reach out to you to let you know we've received it. Additional reshipment fees will apply.

What about customs fees or duties?

There may be duties or customs fees uncured on your order upon delivery. Live True Co. is not responsible for paying these fees and are the responsibility of the buyer. 

If customs fees are not paid and the package is returned to us, we can provide a refund for the non-custom items in your order. Shipping fees and custom items are not eligible for a refund.