Exchange policy
Last updated: August 14, 2026
Pieces are made to order, so we do not offer change-of-mind exchanges. There are two situations where we do exchange a piece, and both are set out below.
1. Something is wrong with the piece
If a piece arrives faulty, damaged, incorrect or not as described, we will exchange it for the same piece, free of charge, including shipping in both directions.
Tell us within 30 days of delivery with your order number and photographs. If the same piece cannot be remade, we will offer an alternative or a full refund, whichever you prefer.
2. The ring does not fit
Sizing is the one thing that is genuinely hard to get right by post, so we treat it separately. If a ring does not fit, we will resize it or remake it in the correct size within 30 days of delivery, provided it is a standard, non-custom design.
You cover the cost of returning the ring to us. We cover the resizing and the cost of sending it back.
Some designs cannot be resized without compromising the setting, particularly full eternity bands and pave work. Where that is the case we will tell you before you send anything, and we will remake the piece instead.
What we cannot exchange
- Custom, personalised, engraved or made-to-specification pieces.
- Pieces exchanged for preference rather than fit or fault.
- Pieces worn beyond reasonable inspection, or altered, repaired or resized by another jeweller.
- Pieces returned without their original packaging or grading certificate.
- Requests made more than 30 days after delivery.
Condition
The piece must come back unworn beyond reasonable inspection, undamaged, and complete with its original packaging, grading certificate and any accessories.
How to request an exchange
Email us with your order number, what you need changed, and photographs if there is a fault. Do not send anything back before we reply. We acknowledge within one business day and confirm the arrangement within two.
How long it takes
Because your replacement is made rather than picked off a shelf, allow around 10 days production once we have the returned piece, plus shipping. We will give you a date when we confirm the exchange.
Your legal rights
This policy is in addition to your rights under Canadian consumer protection law and the law where you live. Where those rights give you more, they apply and take precedence.