Shipping & Returns
Shipping Information:
We offer local Pick Up for the Toronto Area!
Select Pick Up in the checkout. Orders are usually ready in less than 4 hours.
How long do orders take to arrive?
Loose gems and finished jewellery all ship the same day for orders received before noon. Please note that additional customs fees may apply on all international orders outside of Canada.
Approximate shipping times are:
Canada
FedEx: 1-2 business days (Please allow 2 business days outside of major business centres)
USA
FedEx: 1-3 business days
Rest of the World
FedEx: 3-5 business days
Ordering from the United States (USA)?
US duties and taxes are normally billed to you directly by the carrier on delivery, so please expect them separately from the price you paid us. See the Return Policy below.
Return Policy
US orders — duties and taxes. US duties and taxes are normally billed to you directly by the carrier when your order is delivered, so please expect them separately from the price you paid us. On the occasional order that we ship pre-paid, they are settled before it leaves and there is nothing to pay at the border.
If you return an order, we refund the full price you paid us. We cannot refund duties or taxes — those are paid to US Customs, not to us. Where they were billed to you, the account is yours with US Customs and any recovery is between you and them.
*Please note that our return policy varies depending on the item(s) you are considering for purchase.
The following two item types are explained below.
- Loose gemstones and finished “ready-to-ship” jewellery
- Bespoke, custom-designed jewellery that is made to order
1. Loose gemstones and finished “ready-to-ship” jewellery
We offer a 30-day return window for you to review your gem or finished “ready-to-ship” jewellery item.
The 30-day period begins when you sign for and receive your item from the shipping carrier. If you are not completely satisfied with your item, you can contact us and arrange to return it for a full refund. Items must be returned in the same condition as they were sent. Please note that while you have possession of any item, you are fully responsible for its value and care.*
If you need an extended inspection period, special circumstances can be agreed upon; please email us any requests for extensions so that everyone has the request in writing and there is a proper paper trail.
2. Bespoke, custom-designed jewellery that is made to order
Custom and bespoke pieces are warrantied, but may not be returned for refund. They are made to your own specification, so we cannot resell them. Every commission is covered by our lifetime warranty, plus free sizing, repolishing and rhodium replating for life — see Our Commitment to Every Piece.
Nothing is made until you have seen it and said yes. A commission begins with a 50% deposit and a CAD design, so you get a full look at the piece before it goes to the bench.
Authenticity
We give a 100% lifetime guarantee that all items we sell are genuine and natural unless otherwise expressly noted. If a stone is lab-grown, laboratory-created, synthetic or imitation, it says so plainly in the title and on the invoice — never in the fine print.
* Chipped/scratched/damaged/worn items will be dealt with on a case-by-case basis. For example, if you scratch a gem while it is in your possession, we can usually still take it back for a refund, but you will be responsible for any charges or fees to repolish the gem. On the other hand, if you shatter a gem while setting it, or if your jeweller decides that cleaning emeralds in an ultrasonic is a good idea and the stone cracks, we will obviously NOT take it back.