Exchange or Store Credit
Made to Order Items
Made to order, stamped, engraved or customized items are all final sale. We 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.
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.
- 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!