FAQ
General
Where is your jewelry made?
All of Liwen Orfèvrerie jewelries are designed and handmade in Montreal, Quebec.
Can I see the jewelry in-person?
You can experience Liwen's work in person in two ways:
- In New York: Liwen's work is available at 137 Sullivan St, New York.
- In Montreal - by appointment: Contact us directly to arrange a private meet-up where you can view and try on selected pieces.
Do you take custom orders?
Yes, please check out custom project
or send us an email at contact@liwenorfevrerie.com
How long does it take to make my order?
Please allow 7–14 business days for production before shipping. Each piece is handcrafted by Liwen with care.
What are your social media handles?
You can find and follow us on:
Instagram: @liwen.orfevrerie
TikTok: @liwen.orfevrerie
Follow along for behind-the-scenes looks, new releases, and glimpses into the making process.
Custom Project
How do custom projects work?
Custom project starts at $250.
Start by submitting the free Custom Project Inquiry Form with as much detail as possible. I’ll review your idea and send you a quote if the project feels aligned. If accepted, the next step is a non-refundable design deposit to begin the concept phase.
How long does a custom project take?
Most custom projects take approximately 7–14 business days, depending on complexity and production requirements.
Some projects may require additional time, if you have a deadline, please include it in your inquiry form.
Do you offer consultations before I commit?
Yes. If you’d like help refining your idea before moving forward, you can book a Private Design Consultation.
- 30-minute virtual session · $75
- This fee can be applied toward your project if booked within 10 days
This is ideal if you need guidance, want to talk through your concept, or aren’t sure where to start.
Is the consultation fee refundable?
No, private design consultations and concept phase meetings are non-refundable and non-cancellable. However, you may reschedule up to 2 times, provided at least 48 hours’ notice is given before your scheduled appointment.
If a third reschedule is needed, the consultation fee remains non-refundable, the project will be considered closed, and a new consultation fee or deposit will be required to reopen the project.
Learn more about the custom project policy here.
Is the quote final?
Quotes are based on the information provided at the time of inquiry.
Final pricing may vary by up to ±15% depending on:
- Final design details
- Material sourcing
- Revision requests
- Production requirements
If your project scope changes significantly, a revised quote may be issued.
What happens when my piece is finished?
Once your piece is complete, you’ll be notified and sent the remaining balance due.
The final balance must be paid within 14 days of completion notification in order to claim your piece.
What happens if I don’t pay the final balance?
If final payment is not received within 14 days and no prior arrangement has been made:
- Your deposit remains non-refundable
- The project may be considered abandoned
- We reserve the right to recycle, repurpose, or resell the piece at our discretion
Read the policy here.
Jewelry care, repairs, Customizations
How should I care for my jewelry?
To keep your jewelry in pristine condition and enjoy it for many years to come, store it in a dust-free environment such as a soft pouch or jewelry box. Keep it away from moisture and chemicals and gently clean it with a lint-free soft cloth after wearing.
You can view more detailed care instructions on our Jewelry Care page.
Do you offer cleaning or re-polishing services?
Yes! All Liwen Orfèvrerie jewelry enjoys free re-polishing services.
Customers are responsible for shipping costs. If you’re located in Montreal, we can schedule an in-person meet-up for polishing.
Can you re-plate gold jewelry?
Yes, we offer re-plating services to help restore the shine of your gold-plated pieces. Please email contact@liwenorfevrerie.com for a quote and further details.
My jewelry got scratched or broken. Can you repair it?
We provide repair services for all our customers.
Repair services are available for a small fee depending on the level of damage. We’ll first assess whether restoration is possible and then send you a repair quote.
You’ll be responsible for all shipping costs to and from our studio.
To request a repair, please send clear photos of the issue and a brief description to contact@liwenorfevrerie.com
The size of my jewelry doesn’t fit me. Can you adjust it?
In most cases, we can customize jewelry to fit your specifications. For example, adjusting the length of necklaces or bracelets, sizing up or down a ring.
However, since all our jewelry is handmade, customization options are limited. Additional charges and production time may apply, and not all pieces can be modified.
Please email contact@liwenorfevrerie.com before placing your order to discuss your customization needs.
Returns & Exchanges
Do you accept returns?
We do not accept returns as all items are handmade and final sale. Exchanges may be possible in certain cases, please refer to our Exchange Policy for details.
How do I request an exchange?
If you would like to request an exchange, please review our Exchange Policy and contact us at liwen.orfevrerie@outlook.com within 5 calendar days of receiving your order.
Are there any fees for exchanges?
A $45 CAD exchange fee will apply (unless otherwise indicated). Customers are responsible for all shipping costs related to the exchange.
Can I return a custom-made piece?
No, custom-made or personalized pieces are final sale and cannot be returned or exchanged.
Gifts
How do I buy a gift card?
You can purchase an e-gift card directly from our website. Simply choose the desired amount, add it to your cart, and proceed to checkout. Once your order is complete, you’ll receive an email with your digital gift card and a unique code. Then get ready to send to someone special or use it yourself!
How long is my gift card valid for?
Your gift card is valid for 12 months from the date of purchase.
What if I didn’t receive my gift card email?
Please check your spam or promotions folder. If it’s still missing, contact us at contact@liwenorfevrerie.com, and we’ll be happy to assist you.
Can I return or refund a gift card?
All gift card purchases are final sale, non-refundable and non-transferable.