FAQ, Shipping, Privacy, Terms of Service
Can I visit you In person?
ABSOLUTELY! Please reach out to us to book an appointment at +1-647-436-7733 or email us at firstname.lastname@example.org. Please note that we are not open to walk-in customers; you must make an appointment in advance.
What is your return policy?
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. Please see the additional notes marked by asterisks (*, **) at the bottom of the descriptions.
- 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
We offer a 30-day return window to review your one-of-a-kind custom piece of jewellery. If you are not completely satisfied with your item, we are happy to discuss taking it back and providing you with a 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.*
* 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.
** There are situations where we will reserve the right to change our return policy for unusual custom orders. These include but are not limited to:
- Platinum jewellery is subject to a 25% restocking fee on the jewellery itself (any gems used in the jewellery will be refunded in full provided that they are in “like new” condition).
- Silver jewellery is subject to a 50% restocking fee on the jewellery itself (any gems used in the jewellery will be refunded in full provided that they are in “like new” condition).
- Initial Rings/Name Plate Pendants etc. may not be returned.
- Engraving/Inscriptions will have a restocking fee charged of $10 per character. IE: DS ♥ AS would have a $50 restocking fee added, one for each character/symbol, this is so we can remove the inscription and resell the item on our website.
- Custom-made heavy chains are NOT refundable.
- Heavy Jewellery made to be heavy (gold coins / ounces in frames etc.) are not refundable.
Where will my custom jewellery be manufactured?
TORONTO, CANADA OF COURSE! We are very proud to work with a network of independent designers, artists and artisans right here in Toronto to make your beautiful one-of-a-kind bespoke jewellery.
How long does it take to make custom jewellery?
Most pieces take 2-3 weeks, however larger or more complicated projects can take up to 6-8 weeks.
Do you do rush orders for an additional fee?
Unfortunately we are unable to complete rush orders at this time, as our team does require time to ensure that we are creating your piece(s) exactly as you envisioned them.
What are the steps for ordering custom Jewellery?
We encourage you to look on the website to find a few gemstones that you like and then contact us to discuss your piece. Providing us with an example photo or even a rough sketch can also make the process a lot faster and easier, but this isn’t necessary.
What metals do you work with?
We can make your bespoke jewellery in 10k/14k/18k/22k gold (yellow/white/pink/rose), 0.925 sterling silver, 0.999 fine silver, or platinum (PT900).
Is there a minimum charge for custom Jewellery?
There is a minimum charge of $500 on any custom piece, regardless of metals used or how “simple” it might seem to make the item(s).
Contact us for active military discount.
We offer local Pick Up for the Toronto Area!
Select Pick Up in the checkout. Orders are usually ready in less than 4 hours.
Local Delivery in Toronto!
Items delivered next business day between 5pm-8pm. Recipient must be available to receive parcel. Please be sure to include mobile number at checkout (mobile must have the ability to send and receive texts)
**No Local Delivery to Toronto Island**
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:
Surface: 5-15 business days
Expedited Post: 2-5 business days
FedEx: 1-2 business days (Please allow 2 business days outside of major business centres)
Surface: 5-20 business days
Expedited Post: 4-7 business days
FedEx: 1-3 business days
Western Europe, Australia and New Zealand
Including Finland, France, Germany, Iceland, Ireland, Italy, Liechtenstein, Luxembourg, Monaco, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, United Kingdom, Australia, and New Zealand
Airmail (Small Packet Air): 5-20 business days
Tracked Packet: 6-10 business days
FedEx: 2-3 business days
Rest of the World
Airmail: 5-40 business days
FedEx: 3-5 business days
Approximate shipping costs are:
We will NEVER sell or otherwise knowingly distribute your personal information to ANYONE.
We secure your information and comply with all laws in Canada regarding privacy.
You (our customer) understand and appreciate that no data can be 100% secure and by entering your personal information with us, or any website, carries risks which most people deem to be reasonable.
TERMS OF SERVICE
This website is operated by Skyjems. Throughout the site, the terms “we”, “us” and “our” refer to Skyjems.
By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site,
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.
Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
SECTION 1 - ONLINE STORE TERMS
By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws). You must not transmit any worms or viruses or any code of a destructive nature. A breach or violation of any of the Terms will result in an immediate termination of your Services.
SECTION 2 - GENERAL CONDITIONS
We reserve the right to refuse service to anyone for any reason at any time.
You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks. You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us. The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.
SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
We are not responsible if
This site may contain certain historical information. Historical information,
SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES
Prices for our products are subject to change without notice.
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.
SECTION 5 - PRODUCTS OR SERVICES (if applicable)
Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy. We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate. We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at
SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, re-sellers or distributors.
You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
For more detail, please review our Returns Policy.
SECTION 7 - OPTIONAL TOOLS
We may provide you with access to third-party tools over which we neither monitor nor have any control nor input. You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools. Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s). We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.
SECTION 8 - THIRD-PARTY LINKS
Certain content, products and services available via our Service may include materials from third-parties. Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties. We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.
SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS
If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.
You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.
SECTION 10 - PERSONAL INFORMATION
SECTION 11 - ERRORS,
Occasionally there may be information on our site or
We undertake no obligation to update, amend or clarify information in the Service or on any related website,
SECTION 12 - PROHIBITED USES
In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.
SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.
We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.
You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.
You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service
In no case shall Skyjems, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.
SECTION 14 - INDEMNIFICATION
You agree to indemnify, defend and hold harmless Skyjems and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.
SECTION 15 - SEVERABILITY
In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.
SECTION 16 - TERMINATION
The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.
These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.
SECTION 17 - ENTIRE AGREEMENT
The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service and any policies or operating rules posted by us on this site or
Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.
SECTION 18 - GOVERNING LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of the City of Toronto.
SECTION 19 - CHANGES TO TERMS OF SERVICE
You can review the most current version of the Terms of Service at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.
SECTION 20 - CONTACT INFORMATION
Questions about the Terms of Service should be sent to us at email@example.com.