Returns, Exchanges and Pick-ups

Exchange or Store Credit

We offer exchange or store credit within 30 days of purchase on select items in-store and online. This includes but is not limited to all Anice Essentials and ready-made pieces. We do not offer direct refunds, and customized and personalized pieces are final sale. This includes both in store and online purchases. If you have a unique circumstance or need something rushed, please call us in store and we will do our very best to help. 

Made to Order Items

For custom jewellery or any made to order items (i.e. items that are not ready-made on the day of ordering) we require a 50% deposit before proceeding with production. This deposit is non-refundable, regardless of whether the client chooses to continue with the project or not. 

Made to order, stamped, engraved or customized items are all final saleWe can alter or improve the existing piece at an additional cost, to be determined upon return. We do our best to understand our client's preferences and needs at the time of intake but we are not mind readers and sometimes moods and preferences change. If you change your mind or unhappy with the result of your piece and we have followed all necessary steps for your customization, we appreciate your understanding that you are obligated to the purchase. Again, if you would like to alter the piece we will do our best to make it to your liking, at your additional cost. 

Custom Projects

Custom projects are final sale. Once a design is finalized and an estimate for the project is given, please note the estimate can fluctuate within 20% for anything that may have been unforeseen. Once the estimate is approved and a 50% deposit is given, the client is responsible for complete payment of the piece.

The client is financially responsible for any changes made to the project once it is complete. We commit to providing the customer with the most information and best advice on custom projects. If our recommendations are disregarded, the customer is financially responsible for any needed repairs or alterations.

Broken or Damaged Pieces

Should there be any breakage or damage to a piece that is clearly due to a materials flaw or manufacturing / production defect, we can offer exchange or store credit within 30 days of purchase. This is subject to evaluation by our team and we must see the piece in person to assess the issue. You can reach out to us to set an appointment or ship your piece to us for review.

After 30 days, we cannot offer or guarantee exchange or store credit. Many of our pieces are delicate, handmade or can contain filled or plated metals. We look to you to take care of your pieces as per our care instructions and cannot take responsibility for any wear and tear after 30 days.

Care Instructions:

  • For true metals, clean gently with water and baking soda. Dry with a soft polishing cloth. 
  • For gold-filled or plated metals, avoid excessive washing, polishing or rubbing.
  • Be mindful that lotions, perfumes, and water exposure can and will affect the look of jewellery over time. 
  • Be gentle! Avoid tugging and pulling. Remove your piece during sleep, chores, exercise etc.
  • Store your piece in a small airtight container or plastic bag in a cool, dark and dry place.
  • Practice thoughtful care and love of your piece so you can enjoy it for years to come!

Completed Orders & Pick-up Policy

Upon completion of an order or custom project, we will notify the client via email or phone, who then has 30 days to pick-up their finished piece. After 30 days, there will be a $1-dollar-a-day interest fee applied to the final payment until the order is picked up. This fee also applies to any Old Treasures, stones, gold or other materials that the client has left with us to contribute, regardless of whether they have chosen to continue with the project or not. 

We kindly ask our clients to pick up their pieces and finished projects at their earliest convenience. After 30 days, we are no longer responsible for outstanding orders or any other items left on hold. After a final communication, they will be shipped out at your own cost or put back into stock.

Questions or suggestions for us in this department? Please don't hesitate to get in touch!