FAQ

Frequently Asked Questions

Everything you need to know about shopping, wearing, and caring for your Massete Jewellery pieces. If you can’t find your answer here, contact us and we’ll be happy to help.

Ordering & payment

What currencies do you accept?

Our store displays prices in CAD and USD. At checkout, you’ll see the total in this currency. Depending on your bank or card provider, your statement may show the charge in your local currency after conversion.

Do you offer gift cards?

We don’t offer digital gift cards at this time. We do, however, offer gift wrapping and engraving on engravable items so you can send your jewelry as a ready‑to‑give present. If gift cards are added in the future, they will be available from our homepage navigation and gift page.

Can I change or cancel my order after placing it?

We process orders quickly to get your jewelry to you as soon as possible. If you need to change or cancel an order, email us at hello@massete.com as soon as you can with your order number. We can only make changes if the order hasn’t shipped yet.

Shipping & delivery (DDP)

Where do you ship from?

Massete is based in Toronto, Ontario, Canada, and we fulfill orders from our warehouses in North America. Some items may ship from different locations depending on stock.

Do you charge import duties, taxes, or tariffs?

No. All Massete orders are shipped DDP (Delivered Duty Paid). This means:

  • We prepay all import duties, taxes, and tariffs on your behalf.

  • You pay only the product price and shipping cost at checkout.

  • There are no surprise fees when your package arrives.

You won’t be asked to pay any additional customs or duty charges upon delivery.

Where do you ship?

We ship worldwide. If your country is available at checkout, we can ship to you on a DDP basis (duties and taxes included).

How long does engraving take?

Engraved orders are processed and shipped within 1 business day — the same as non-engraved orders. No extra wait time.

How long does shipping take?

  • Order processing: We usually process and ship all orders the next business day. We do not process or ship orders over the weekend or on holidays.

  • Delivery (U.S.A & Canada): Standard shipping typically takes 4–7 business days once shipped.

  • International (outside U.S.A & Canada): Delivery times vary by country and carrier. Exact estimates are shown at checkout based on your address.

You’ll receive an email with a tracking number when your order ships. Please allow up to 48 hours for tracking information to become available.

Do you offer free shipping?

We offer free shipping on all U.S. and Canada orders over a $50. For lower than that see shipping information on the product page.

How can I track my order?

Once your order ships, you’ll receive an email with a tracking number and link. You can also sign into your account (if you created one) and view the order status under “Order History.” If you don’t see your tracking email, check your spam folder or contact us.

My package is marked as delivered but I haven’t received it. What should I do?

First, check around your property, with household members, and with neighbors. Carriers sometimes leave packages in discreet spots. If you still can’t locate it within 24–48 hours, contact us with your order number and we’ll help you follow up with the carrier.

Returns, exchanges & warranty

What is your return policy?

Masséte offers a 30‑day return policy from the day of receipt, as long as the item has not been worn or altered in any way. Purchases must be returned in brand new condition with all protective packaging and accessories intact.

Until you are positive you will be keeping your purchase, please do not wear it. It is almost impossible for items to be worn, even for a short period of time, and not be blemished or scratched in any way.

Which items cannot be returned?

We do not accept returns on:

  • Custom or personalized items (including engraved pieces, unless defective)

  • Special order items (these are subject to a separate Special Order Return Policy provided in writing before acceptance)

  • Items that have been worn, altered, or are not in brand new condition with original packaging and accessories

Purchases made by Masséte brand distributors or persons acting on their behalf are also not eligible for return under the standard policy.

Are pierced earrings returnable?

For hygiene reasons, pierced earrings must be in brand new, unworn condition with original packaging to be eligible for return. If pierced earrings have been worn or the packaging has been opened in a way that affects resale, they may not be eligible. For a definitive answer on a specific item, contact us before returning.

How do I start a return or exchange?

Email us at hello@massete.com with your order number and the item(s) you’d like to return or exchange. We’ll provide return instructions and, where applicable, next steps for your refund or exchange. Returns must be authorized and sent back in brand new condition with all original packaging.

How long do refunds take?

Once we receive and inspect your return, we’ll process your refund. The time it takes for the funds to appear in your account depends on your bank or card provider, but you can generally expect it within several business days after we process the refund.

Do you offer repairs or replacements?

We offer a lifetime warranty that covers manufacturing defects or damage from normal wear. If your claim falls under our warranty, we will replace your piece free of charge. Warranty does not cover lost items. For specific issues (e.g., clasp problems, chain damage), contact us with photos and a description of the issue.

Materials, quality & allergies

What materials do you use?

All Massete pieces are made from one of the following materials:

  • Solid 10k gold

  • Solid 14k gold

  • Solid 18k gold

  • 925 sterling silver

  • Gold plated sterling silver

Each product page clearly states which material is used for that piece. We do not use base metals or unknown alloys in our jewelry.

Is your jewelry hypoallergenic and nickel free?

Yes. All Massete jewelry is hypoallergenic and nickel free, including our solid gold, sterling silver, and gold plated silver pieces. We specifically design our jewelry to be safe for sensitive skin and everyday wear, including for people with common metal allergies. If you have specific concerns, you can review the materials listed on each product page or contact us for guidance.

Is your jewelry safe for children?

Yes. All Massete jewelry is certified CPSC compliant and tested to meet U.S. Consumer Product Safety Commission (CPSC) standards, including requirements for children’s products. This applies to our children’s and baby earrings as well as other pieces intended for younger wearers.

What is a screwback earring and why is it safer for babies?

A screwback earring has a threaded post that screws securely into the back — it cannot accidentally come loose like a standard push back, making it the safest choice for babies and young children. All Massete baby earrings feature our flat covered screwback design, which has no sharp post protruding against the skin.

Is your jewelry real gold or gold plated?

Both — and we're always transparent about which is which. Some Massete pieces are crafted in solid 10k, 14k, or 18k gold — meaning the entire piece is real gold alloy through and through. Others feature 925 sterling silver with a gold plating finish, which gives the look of gold at a more accessible price point. Every product page clearly states exactly which material is used so you always know what you're buying. We never use base metals or unknown alloys in our jewelry.

What’s the difference between solid gold and gold plated silver?

  • Solid gold (10k, 14k, 18k):
    The entire piece is made from gold alloy. It will not wear away over time and is highly resistant to tarnish. Ideal for everyday, long‑term wear.

  • 925 sterling silver:
    A durable, high quality silver alloy. Many of our sterling silver pieces feature rhodium plating — a premium coating from the platinum family that enhances shine, prevents tarnishing, and adds durability. Rhodium plated pieces maintain their bright appearance longer than unplated silver.

  • Gold plated silver:
    A layer of gold over a 925 sterling silver base. It offers the look of gold at a more accessible price. With heavy wear and exposure to water, sweat, and chemicals, the plating may wear over time, revealing the silver underneath.

All options are hypoallergenic and nickel free.

What is rhodium plating?

Rhodium is a rare and precious metal from the platinum family. Many of our sterling silver pieces are finished with a thin layer of rhodium plating — applied over the sterling silver base to enhance shine, prevent tarnishing, and improve scratch resistance.

Rhodium plating gives our sterling silver pieces a brilliant white finish that maintains its appearance significantly longer than unplated silver. Over time and with heavy wear, the rhodium plating may naturally wear in areas of high contact — this is completely normal. If this occurs, the piece can be professionally re-plated by a local jeweler to restore its original finish.

Rhodium plated pieces are still hypoallergenic and nickel-free — safe for sensitive skin at every age.

Will my jewelry tarnish or change color over time?

  • Sterling silver can naturally tarnish over time due to exposure to air, moisture, and chemicals. This is normal and can be cleaned with a silver polishing cloth.

  • Solid gold (10k/14k/18k) is highly resistant to tarnish but can still accumulate oils and dirt that dull its shine.

  • Gold plated silver may show wear over time, especially with frequent exposure to water, sweat, lotions, and harsh chemicals. Proper care helps the plating last longer.

Proper care and storage significantly extend the life and appearance of your jewelry. See our care tips below.

Do you use ethically sourced materials?

Massete works with independent and trusted professional manufacturers in Europe and beyond. We are committed to sourcing ethical and conflict‑free diamonds and stones and upskilling our employees. Our products for children under 12 have been lab‑tested in the U.S. and are compliant with CPSC and CPSIA standards for children’s products.

What does CPSC and CPSIA certified mean?

CPSC (Consumer Product Safety Commission) and CPSIA (Consumer Product Safety Improvement Act) certification means our children's jewelry has been independently lab-tested in the United States to meet federal safety standards for children's products. This covers metal content, lead and cadmium levels, and other safety requirements. All Massete and UnicornJ children's pieces under age 12 carry this certification.

Sizing & fit

What chain length should I choose?

Common chain lengths and how they typically sit:

  • 14–16 in (35–40 cm): Choker. Sits high on the neck, close to the base of the throat.

  • 18 in (45 cm): Princess length. Rests at or just below the collarbone; the most common length for pendants.

  • 20–24 in (50–60 cm): Matinee to opera length. Sits lower on the chest, ideal for layering or a more dramatic look.

Your ideal length depends on your body type, neckline, and how you like to layer.

Quick tip: Measure a chain you already own and like the length of, then compare it to the product’s listed length before ordering. If you share your height and preferred style (close-fitting vs. layered), we can suggest a length via contact.

How do I measure my child's wrist for a bracelet?

To measure your child's wrist, wrap a soft measuring tape or a strip of paper around the widest part of their wrist. Add 0.5 inches (1.5cm) for a comfortable fit and 1 inch (2.5cm) for a looser fit. Our bracelet listings include size guides specific to each piece — if you're unsure which size to choose, email us at hello@massete.com with your child's age and wrist measurement and we'll recommend the right size.

Are your earrings heavy or comfortable for all-day wear?

We design most of our earrings to be lightweight and suitable for daily wear. Product descriptions note if a pair is larger or heavier than average. If you’re sensitive to weight, look for smaller hoops, studs, and pieces described as “lightweight” or “everyday.” All earrings are made from solid 10k/14k/18k gold, 925 sterling silver, or gold plated silver, and are hypoallergenic and nickel free for comfortable, all‑day wear.

Jewelry care & maintenance

How should I store my jewelry?

To minimize tarnish and tangling:

  • Store pieces separately in a dry place, ideally in a jewelry box, pouch, or soft cloth.

  • Keep them away from direct sunlight, humidity (e.g., bathrooms), and harsh chemicals (perfume, hairspray, lotions).

  • For silver, anti‑tarnish bags or strips can help slow discoloration.

Proper storage is one of the easiest ways to keep your jewelry looking new for longer, especially if you travel or layer multiple pieces.

Can I wear my jewelry in the shower, pool, or gym?

We recommend removing your jewelry before:

  • Showering or bathing – soap, shampoo, and hard water can leave residue and accelerate tarnish.

  • Swimming – chlorine and salt water can damage metals and stones over time.

  • Working out – sweat, friction, and impact can accelerate wear and increase the risk of damage or loss.

Taking your pieces off before these activities helps preserve their finish, plating, and structural integrity.

How do I clean my jewelry?

General care:

  • Solid gold (10k, 14k, 18k) and gold plated silver:
    Gently wipe with the included microfiber cloth after wear. For deeper cleaning, use warm water with a drop of mild soap, then rinse and dry thoroughly. Avoid harsh chemicals, abrasives, and ultrasonic cleaners.

  • Sterling silver:
    Use the included microfiber cloth or a dedicated silver polishing cloth to remove tarnish. For routine cleaning, you can also use warm water with a drop of mild soap, then rinse and dry completely. Avoid harsh chemicals and abrasive materials.

  • Pieces with stones:
    Clean around settings carefully with a soft brush (like a clean, soft toothbrush) and mild soapy water, then rinse and dry. Take extra care around delicate settings and glued stones.

We include a microfiber cloth with all relevant purchases to make everyday care simple. For more detailed instructions, see our Jewelry Care Guide.

How often should I clean my earrings and backs?

For hygiene and to prevent stuck backs, clean your earring posts and backs about once a month:

  • Remove the backs and soak them in warm water with a drop of mild soap.

  • Rinse well and dry completely before reusing.

  • Wipe the posts with the included microfiber cloth or a soft cotton swab.

This simple routine helps reduce buildup that can cause backs to stick and keeps your hypoallergenic, nickel free earrings comfortable for all‑day wear.

Custom orders, gifts & special requests

Do you offer engraving?

Yes — and it's completely free for a limited time! At Massete we offer complimentary engraving on all eligible pieces, automatically applied at checkout with no coupon code needed.

Our engraving is done by our team personally before your order ships — using precise laser technology to ensure clean, crisp, and beautiful results every time. You can engrave a name, initials, a birthdate, a short message, or anything meaningful to you — on both the front and back of applicable pieces.

How to personalize your piece:
Simply add your engraving details in the appropriate area of the product page of eligible pieces and our team will take care of the rest. Your personalized piece will be engraved and shipped within 1 business day.

What can be engraved:

  • First names and full names
  • Initials and monograms
  • Birthdates and special dates
  • Short messages and phrases
  • Both the front and back of heart pendants
  • ID bracelet nameplates
  • Baby spoons, rattles, and picture frames

Character limits:

  • ID bracelet nameplates — up to 10 characters depending on size
  • Heart pendants — up to 15 characters front and back
  • Baby keepsakes — up to 20 characters

Please note: Engraved pieces are personalized specifically for you and cannot be returned or exchanged unless there is a defect or engraving error on our part. Please double check your engraving details carefully before placing your order.

Do you include a gift box with every order?

Yes — every Massete order arrives in a branded gift box with a certificate of authenticity included. No extra gift wrapping is required for most pieces — your order is ready to give the moment it arrives at your door. If you'd like additional gift wrapping or a gift message included, you can request this at checkout or by emailing us after placing your order.

Do you offer custom or personalized jewelry?

In addition to engraving, we occasionally take on other custom or special order projects. Availability depends on our current capacity and materials. To inquire, contact us with your idea, timeline, and budget. Note that custom and special order items are not eligible for return under our standard returns policy.

Can you include a gift message with my order?

Yes. At checkout, you can add a gift message in the order notes field, or email us after placing your order with your order number and the message you’d like included. We’ll print it on a card and include it with your shipment.

Do you offer gift wrapping?

Yes, we offer gift wrapping for most items. If you’d like your order gift wrapped:

  • Add a note at checkout mentioning that the order is a gift and any special instructions.

  • Or email us at hello@massete.com after placing your order with your order number and gift wrap request.

We’ll carefully wrap your jewelry so it arrives ready to give. If you have specific timing or packaging requests (e.g., multiple boxes, special occasions), let us know in advance and we’ll do our best to accommodate.

Do you offer bulk or corporate orders with gift wrapping?

Yes, we can accommodate bulk orders for gifts, events, or corporate clients, and can often include gift wrapping and engraving where applicable. Pricing and timelines depend on quantity, customization, and packaging requests. Contact us with your requirements and we’ll provide options.

Account, privacy & security

Do I need an account to place an order?

No. You can check out as a guest. Creating an account is optional but makes it easier to track orders, save addresses, and view your order history.

Is my personal information secure?

Our store is hosted on Shopify Inc. Your data is stored through Shopify’s secure servers behind a firewall. Payment information is encrypted using secure socket layer (SSL) technology and stored with AES‑256 encryption. We follow PCI‑DSS requirements and industry best practices to protect your personal information.

How can I unsubscribe from emails?

Every marketing email includes an “Unsubscribe” link at the bottom. Clicking it will remove you from our promotional list. You can also withdraw consent at any time by contacting us at hello@massete.com. You’ll still receive order‑related emails (confirmations, shipping updates) for active orders.

About Massete

Where is Massete based?

Massete Jewellery is based in Toronto, Ontario, Canada. Our mailing address is:

MASSETE
160 Tycos Dr, #211
Toronto, ON, M6B 1W8
Canada

When was Massete founded?

Massete was founded in 2011 as a family-owned and operated jewelry business with deep roots in diamond cutting and European craftsmanship. What began as a passion for beautiful, high quality jewelry has grown into a full family of brands — Massete, UnicornJ, EZback, and Z.Samuel — each serving a different part of our customers' lives.

We travel to Europe regularly to source our pieces, working with trusted independent manufacturers who share our commitment to quality, safety, and craftsmanship. We are committed to ethical and conflict-free sourcing, and all our children's pieces are independently lab-tested and CPSC certified in the United States.

At Massete, jewelry isn't just something you wear. It's a memory, a milestone, and a piece of a family's story — and we take the privilege of being part of that seriously.

Do you have a physical store?

We operate primarily online through our website and select partners (including marketplaces). If you’d like to try pieces in person or discuss a small showcase, contact us to see if there are opportunities in your area.

What are you doing to be more sustainable?

As a small brand, we focus on practical steps such as:

  • Designing durable, timeless pieces meant to be worn for years

  • Using high‑quality materials that age well and can be replaced under our lifetime warranty for manufacturing defects

  • Sourcing ethical and conflict‑free diamonds and stones

  • Ensuring children’s products under age 12 are lab‑tested and compliant with CPSC and CPSIA standards

We continue to evaluate our suppliers and processes to reduce waste and improve longevity. If sustainability is important to you, we’re happy to discuss specifics via contact.

Still have questions?

If you didn’t find what you were looking for, contact us or email hello@massete.com. We respond within 1–2 business days and are happy to help with sizing, styling, care, or anything else.