FAQs – SylviaJade Jade Jewelry

Find answers to the most common questions about SylviaJade’s Hetian nephrite jade and jadeite jewelry, customization, orders, and shipping. If you can’t find what you’re looking for, feel free to contact us at info@sylviajewel.com.

1. Are your jade pieces genuine?

Yes, all SylviaJade jade pieces are made with Type A natural jadeite or authentic Hetian nephrite jade. Please check each product listing for its certificate details. Contact us if you would like to review the certificate or discuss independent verification.

2. What’s the difference between jadeite and Hetian nephrite jade?

Jadeite and Hetian nephrite jade (nephrite) are both true jades, but they differ in rarity and value. Jadeite,mainly from Myanmar, is rarer, more translucent, and can command very high prices.
Hetian nephrite jade, especially “mutton-fat” white jade from Xinjiang, is culturally treasured and naturally scarce, making top-quality pieces highly valuable.

3. Can I customize a design?

Yes! We offer custom options for earrings, rings, pendants, and bracelets. You can choose jade type and color, metal tone (18K white / yellow / rose gold), and size. Send us your idea or reference photo, and we’ll create your perfect design.

4. How long does a custom order take?

Most custom orders take 3–4 weeks, including design, production, and gemstone certification. Timelines can vary based on design complexity or holiday periods.

5. Do you ship internationally?

Yes! We ship internationally from our Richmond, British Columbia studio. Orders to Canada and the United States are shipped through Chit Chats and its carrier partners, with tracking details provided after dispatch. Orders of C$200 or more qualify for free shipping within Canada and the United States. For orders under C$200, shipping is calculated at checkout. See our Shipping Information for details.

6. What is your return policy?

Ordinary unworn and unused items in their original condition and packaging may be returned for a refund. Request a return within 7 days of delivery and contact us before sending an item back. Customers pay return shipping costs. Custom-made pieces are non-refundable once production has begun. See our Returns and Refund Policy for full conditions and exceptions.

7. What payment methods are accepted?

• PayPal
• Credit Card (Visa, Mastercard, and other major providers)
• Apple Pay
• Google Pay

8. Will I have to pay taxes or import duties?

For orders shipped to the United States through Chit Chats, import duties and taxes are prepaid by us. For other destinations outside Canada, import duties, taxes, or other destination-country fees may apply and are the customer’s responsibility.

9. Can I cancel or change my order?

If you would like to cancel or modify your order, please contact us within 24 hours of purchase. Once the order enters the preparation or production stage, cancellations or changes cannot be made.

10. Where is SylviaJade based?

SylviaJade is an independent jade jewelry studio located in Richmond, British Columbia, Canada. We specialize in authentic Hetian nephrite jade and Type A jadeite designs that combine natural materials, thoughtful craftsmanship and modern elegance.

11. What currency will I pay in as a U.S. customer?

Our base prices are in Canadian dollars (CAD). For U.S. customers, prices are converted to USD for checkout. Please refer to the USD total shown at checkout, as it may differ slightly from online exchange-rate estimates.