Online FAQs

Shipping FAQ

Lugaro.com orders under $500 ship out via Canada Post and orders over $500 ship out via FedEx.

All shipments at our discretion will be shipped by Brinks for personalized and secure pick up for fine jewellery and luxury watches.

Delivery to metropolitan areas in Canada is completed in 2 business days via FedEx.

We offer Free, Fast, and Secure Shipping across Canada and the US on all online orders.

However, if you wish to have your order expedited, you can select the overnight shipping option during checkout.

Lugaro offers e-commerce services internationally with FREE SHIPPING for all online Lugaro.com purchases within Canada and the USA.

Shipments outside of Canada and the US are subject to shipping fees.

Please be advised duties and taxes will occur if the order is shipped outside of NAFTA. We are not responsible for these costs. Please check with your local customs office.

Lugaro offers pick up in-store options for all online orders at any of our locations. Kindly select the location of the store during the checkout process.

Kindly allow up to 5 business days for your order to be ready for in-store pick up as item availability is subject to store locations.

We offer expedited shipping option during checkout for a fee based on your shipping address. Kindly select this option during checkout to have your order expedited.

Returns/Cancellation FAQ

If you would like to cancel your order, kindly email us your order number and cancellation request at contact@lugaro.com.

We provide free return shipping once a return request has been initiated by you. However, returns are subject to a $25 return processing fee.

Any previous shipping charges paid by you at the time of the order are non-refundable.

We do not offer in-store returns at the time. All return request MUST be initiated with our online support team via email at contact@lugaro.com.

Kindly refer to our return/exchange policy for more details.

All returns are inspected at our Head Office prior to issuing the refund. Once the item passes inspection, a refund will be issued to your original payment method and may take up to 5 business days to be reflected on your statements.

General FAQ

Lugaro offers financing options on eligible items via financing partners Flexiti and Affirm on Lugaro.com orders.

Discounted items may not be eligible for financing.

All Lugaro.com purchases arrive in the signature Lugaro Box.

We offer complimentary gift wrapping service if requested and if you would like your purchase to be gift wrapped, please make this selection on the check-out page.

Lugaro.com features several extensive collections of Lugaro fine jewellery as well as a selection of Swiss timepieces for online shopping. We continually add to our online merchandise offerings.

If you are looking for a specific item, please contact Lugaro Customer Service at contact@lugaro.com

If you need any assistance with selecting a loose diamond and/or engagement ring, you may request to speak with one of our diamond experts or set up an in-store diamond consultation via Lugaro.com.

As a complimentary service, a Lugaro representative will contact you to answer any questions that you may have or schedule an appointment for an in-store consultation.

For inquiries on any other jewellery items and watches, please email contact@lugaro.com or chat with our online luxury consultants through the chat option on our website.

Prices on Lugaro.com are subject to change without notice.

Gift cards are currently available in-store only.

Lugaro gift cards are non-refundable and cannot be exchanged for cash, check or credit. Please treat this card like cash; if this card is lost or stolen it will not be replaced. Cannot be combined with any other offers or discounts; cannot be redeemed for Rolex or Tudor purchases.

You may check the balance of card at a preferred Lugaro store location.

Lugaro gift cards do not expire; unless it is promotional, prizes or charity donation gift cards issued by Lugaro Jewellers.

All Lugaro fine jewellery items are set with natural ethically sourced diamonds and gemstones. All our diamonds are compliant with the Kimberley process.

For more details refer to our Code of Conduct section.

Ordering Online FAQ

Ordering on Lugaro.com is easy and safe. Once you have found the item you would like to purchase, click on the “ADD TO SHOPPING BAG” button to place it in your Shopping Bag. Follow the directions through the checkout process to complete your order.

Your order will not be placed until the very end of the checkout process when you will be asked for your credit card information.

Yes, it is safe to order on Lugaro.com. We use industry-standard encryption technologies when transferring and receiving customer data exchanged with our site server.

The following Tax will be applied for orders shipped to:

  • Ontario – 13% HST (Harmonized Sales Tax)
  • British Columbia – 12% HST (Harmonized Sales Tax)
  • Saskatchewan – 5% GST (Goods and Services Tax) and 5% PST (Provincial Sales Tax)
  • Manitoba – 5% GST and 8% PST
  • Quebec – 14.975% QST (Quebec Sales Tax)
  • Prince Edward Island – 5% GST and 10% PST (applied to the sale and GST combined)
  • Alberta, Northwest Territories, Yukon Territories and Nunavut – 5% GST. There is no PST.
  • New Brunswick, Newfoundland and Labrador – 13% HST (Harmonized Sales Tax)
  • Nova Scotia – 15% HST (Harmonized Sales Tax)

For those customers with tax-exempt status, please contact via contact@lugaro.com or visit Lugaro Park Royal location in person.

We accept Visa, Mastercard, American Express, and PayPal.

We also accept Bank Transfer, kindly contact us for details.

Once you complete the checkout process and enter your payment details, you will receive an email confirmation with your order number and your e-receipt.

Some orders may take up to 24 hours to process.

In case you do not receive your order confirmation email within 24 hours, kindly email us at contact@lugaro.com for assistance.

Lugaro Jewellers is a vertically integrated local jewellery business with our manufacturing studio located besides our West Vancouver store and head office. “By request only” means that the exact SKU appearing may be out of stock but we can remake the style at the request of a client. However, no two diamonds/gemstones are exactly the same. As well, we can special make the item for you to your exact finger size, gold karat preference (10K, 14K, 18K gold) and gold colour preference (white, yellow or rose gold). The gold karat, diamond/gemstone quality, and certification all impact the price of special order item.

All special orders take approximately 4-6 weeks to complete. Please contact us in-store or email us at contact@lugaro.com to place your special order.

Most of the items listed online are available in our stores, however, availability is subject to the store location. Kindly contact your nearest store to confirm whether the item you’re looking for is available in-store.

Once your Lugaro.com purchase order is shipped, you will receive a confirmation via email that your order is on its way. However, we are doing our best to protect customer privacy and we are not disclosing tracking numbers. If you would like to request an update on your order, please email us at contact@lugaro.com and we will take a look.

Lugaro Diamond FAQ

Lugaro diamond education and buying guides will help you choose the perfect diamond by giving you all the diamond information you need to know. All diamonds and gemstones on Lugaro.com are genuine. We do not offer any lab created stones.

Please schedule a call or in-store consultation for a one-on-one with a Lugaro diamond expert on the subject of selecting and purchasing a diamond ring.

Lugaro diamond engagement rings are offered from under CDN$488 to over CDN$500,000. Our sales professionals are pleased to work within your budget.

Certification by a reputable diamond grading laboratory is your assurance of a diamond’s quality and serves as proof of your diamond’s identity. Diamond grading laboratories are completely unbiased in their grading processes.

The most widely recognized diamond grading laboratories are Forevermark (DeBeers) and GIA (Gemological Institute of America). Trusted worldwide, these grading laboratories are favoured among the world’s most famous and reputable jewellers.

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