There are a few reasons why this might happen:

• There may have been a typo in the email address you entered.
• The email may have been routed to your spam / junk / promotion folder.

1. Check these folders. You can also search for our email address support@infinionly.com and hopefully it will show up in the results.
2. Mark our email as 'Not Spam' in your email service

Some orders get stopped before being confirmed, this could happen because of special characters in inscription, special requests made by you, an error with the shipping address, or other such matters.

Please allow 24hrs for your order to process, and for our team to release the order into a confirmed status.

If you are still unable to locate your confirmation email after 24 hours, please contact our team and we will be sure to resend it to you.

You can find out your Order Status here: Order and Shipment Status Information.

We know that you’re really anxious to receive your order and that you just can't wait for it. We can't wait for you to get it either! Rest assured that we’re working hard to make you the perfect item just as fast we can.

Your item is being produced according to the shipping method you chose when placing your order.

Tracking Your Order
If you haven’t received a shipping notification, your order is still in production. Click here to track your order status.

Shipping Notification
Once your product is on its way we’ll send you a Shipping Confirmation email that states your delivery date and tracking number, depending on the shipping method you chose.

Late Package
If your order delivery date has passed and you still haven't received your package, we recommend that you try the following (it’s proven helpful to other customers in the past):

• Check your shipping details on the Order Confirmation and make sure they’re correct.
• Ask other members of your household if they have accepted the package, as this is a common occurrence.
• Check (if applicable) with your doorman, by your garage, or perhaps a side door.
• Orders are sometimes left there by the postal service.
• Ask your local post office if they can provide any further information on the whereabouts of your package and be sure to have your tracking number with you on hand.

Please note that if your order is being shipped outside Canada shipping timeframes may run differently.

If you are still unable to locate your order, please contact our Customer Care Team for assistance.

Cancellation & Changes

Production of your item will begin immediately after we have processed your order.

• What is the cancellation time frame? we start production straight away, please let us know up to 12 hours after placing your order that you want to cancel it. Please be advised that after 12 hours, a 30% restocking fee may be charged. To cancel your order, please contact our customer care team here.
• How do I get a refund? If you are eligible for a refund, it will be issued to the account you used to make your purchase. once your refund is processed, it may take up to 7 business days to appear on your account.
• To receive a refund for an item you have already received, you will need to return the item and any free gifts you received with it before we can process your refund.
• How can I make a change in my order? We all change our minds, if you decide you would like to change your order wish to change something in your order before it has shipped, you do not need to cancel your ordder and place a new one. Please contact us and we will gladly assist you.

Returns & Exchanges

If you are not 100 % satisfied with your product, we will be happy to exchange it for something else within 90 days of purchase.

• Exchanges: You must return your original item before we are able to send your new item.
• Please let us know before doing so and send a clear picture of the item.
• If the new item you have chosen has a different monetary value than your original item, you will be sent either a money order or refund, whichever is appropriate.
• Returns: Returns of personalized and Final Sale items are eligible for a partial refund and are subject to 30% Restocking Fee.

Damaged Item

If your item has arrived damaged or incomplete, please contact us immediately.

• You will need to send a clear image of the damaged item to a customer service representative.
• Once a customer service representative has received a clear picture and approved the claim, you will be offered a reorder, free of charge if the item is within warranty.

We want to assist you and send out a new chain to you!

Please contact our Customer Care Team and provide us with the following information:

• Your Order Number
• A picture of the damaged chain
• A description of the damage
• The chain size you want

It is required to send a picture of the damaged chain for us to determine how to proceed.

We'll get back to you as soon as we can, and depending on whether you have warranty, we will offer a replacement chain which can be easily reattached with a pair of pliers, or by your local jeweler.

Your replacement chain will be shipped within the time frame for the standard shipping method, that will be active on site at the time you contact us.

To change your address before an order has shipped, please contact us with the following details and we’ll update them accordingly:

• Street address with apartment number
• City
• State
• Country
• Postcode

We can change your shipping address until your item has been sent for packaging, at which point we carefully prepare your jewellery for shipping.

We provide a convenient range of secure local and international shipping options. To upgrade your shipping method, please contact our Customer Care Team.

Our most popular shipping methods include:

• Standard - FREE
• Expedited - Fast shipping
• Urgent Shipping - Super fast shipping

Please note that time frames are stated in business days and do not include weekends.