Shipping & Returns

01How we handle your order

Every order is checked by a person before it leaves us. You receive two emails: one confirming your order straight away, and a second one with your tracking number the moment the parcel ships.

We write our product descriptions in as much detail as we can, so that nothing is a surprise when you open the box. If anything is unclear before you buy, write to us at contact@kovalya.com — we answer every message within 24 business hours.

02Where we ship, and what it costs

We ship anywhere in Canada, to every province and territory. We do not ship outside Canada.

Tracked shipping is free on every order. There is no minimum and no shipping line added at checkout.

All prices are shown in Canadian dollars (CAD). No tax is added at checkout: the total you see on the payment page is the total you pay. Nothing extra is ever asked of you when the parcel is delivered.

03Tracking your parcel

As soon as your order ships, you get an email with a tracking number so you can follow the parcel at any time.

It is normal for tracking to go quiet for 5 to 8 days, especially while the parcel moves from one carrier to the next. That does not mean it is lost. If the tracking has not moved for longer than that, write to us and we will chase it for you.

04Bedding — delivery times

Kids Neck-Support Pillow

Your pillow is prepared, then shipped with tracking. Here is the full timeline:

Business days are Monday to Friday, excluding public holidays.

05Jewelry — delivery times

Rings · Necklaces · Bracelets · Duo sets

Jewelry arrives within 5 to 10 business days from the day you order.

Every personalized piece is checked by hand before it ships: the engraving, the birthstone colour and the finish are all verified one by one.

06Cancelling or changing an order

We process orders quickly, so we cannot promise a change or a cancellation once your order is placed. That said, we will always try.

Write to contact@kovalya.com as soon as possible. If the order has not been prepared yet, we will take care of it. Once a parcel has shipped, we can no longer cancel it — but you can still return it under the rules below.

07If the delivery address is wrong

Please check the address you enter, and tell us straight away if something needs correcting. We can only change it if the order has not been prepared yet.

We are not responsible for incorrect shipping information given at checkout, or for orders that cannot be delivered (inaccessible address, incomplete address, unidentified mailbox). In those cases the parcel is sometimes returned to us, but not always.

If your parcel does come back to us, you choose: either a refund of your order minus the actual shipping cost, or a new shipment. Either way, we can only act once the parcel is physically back with us.

08Marked delivered, but nothing arrived

If tracking says "delivered" and there is nothing in your mailbox, tell us immediately.

We may ask you for a few extra details, and for the carrier's written response to a claim opened on that tracking number. We then do whatever it takes to put it right, including sending your order again at our own cost.

09Returns — the general rule

You have thirty (30) days from the day your order arrives to write to us and ask for a return, an exchange or a refund.

To be accepted, an item must come back unused, in its original packaging, complete and in perfect condition. We also need a receipt or proof of purchase — your order number or confirmation email is enough.

Unless the item is faulty, damaged or not what you ordered, return shipping is at your cost. Returned items stay your responsibility until they reach us, so we strongly recommend a tracked service: without proof of shipment, we cannot open an investigation if the parcel goes missing.

Two product families have rules of their own. They are set out next.

10Returns — bedding

Kids Neck-Support Pillow

30 nights to try it

A pillow cannot be judged in a shop. So you get 30 nights to try it, counted from the day it arrives. If it is not right for your child, write to us and we refund you — no reason needed, no questions asked.

On a trial return, the cost of sending the pillow back is yours. If the pillow is faulty, damaged or not what you ordered, we pay the return shipping.

The one exception: hygiene

11Returns — jewelry

Rings · Necklaces · Bracelets · Duo sets

Personalized jewelry cannot be returned

Non-personalized jewelry

A piece of jewelry with no engraving and no personalization can be returned under the general 30-day rule in section 09.

Wrong ring size? We swap it for free

This is the question we get most often, so we keep it simple: we exchange your ring for the same model in another size, free of charge. Write to contact@kovalya.com within 30 days of delivery and we will tell you what to do, then send the new size at no cost to you.

Conditions: the ring must not have been worn (trying it on is obviously fine) and must come back in its original packaging. One size exchange per order; only the cost of sending the first ring back is yours. For personalized jewelry, this exchange replaces a refund.

Worn jewelry

For the same hygiene reasons as our bedding, jewelry that has been worn or damaged cannot be taken back. Gift cards cannot be refunded either.

12How to send something back

• 1. Email contact@kovalya.com with your order number and the reason for the return or exchange.
• 2. Within 24 business hours we send you the procedure and the address of the warehouse that receives returns. Please do not send anything back before you have that address.
• 3. Ship the parcel, ideally with tracking. Without tracking, no investigation can be opened if it does not arrive.
• 4. As soon as we receive and inspect the item, we email you to confirm, then either refund you or ship your exchange.

Refunds go back to the payment method you used, in Canadian dollars, within one week of the return being approved. Depending on your bank, it can take another 7 to 14 business days to show on your statement.

Full details are in our Refund Policy and our Terms of Sale.