Frequently asked questions

Most pieces are made to order. Production takes 18 to 25 business days after payment is confirmed, then standard delivery takes 5 to 7 business days in Canada and the United States. If a product page shows a different lead time, that one applies.

Yes. Standard shipping to Canada and the United States is free on every order. Parcels are fully insured and tracked, and a signature may be required on delivery. Express shipping is available for an extra charge.

We currently ship to Canada and the United States.

We use trusted carriers such as UPS, FedEx and Canada Post, depending on your address. Your dispatch email names the carrier and includes a tracking number.

Express delivery takes 3 to 5 business days after dispatch. It shortens delivery only; it does not shorten production time.

Import duties, taxes or customs fees may apply to orders shipped to the United States. They are charged by the carrier or customs authority, are not included in our prices and are your responsibility.

Only before your order is dispatched. Please contact us as soon as you notice a mistake, and we will do our best to update it.

Carriers usually try up to three times. If delivery is missed, your parcel may be held at a carrier location or returned to us. Reshipping can carry an extra charge.

You can return eligible pieces within 30 days of delivery. They must be unused, unworn and unaltered, in their original packaging with all certificates and documentation.

Email [email protected] within 30 days of delivery with your name, order number, the reason and clear photos. We reply within 2 to 3 business days with a return authorisation number and instructions.

You do, for standard returns. If a piece is defective or we sent the wrong item, we provide a prepaid label.

Approved returns are refunded to the original payment method within 5 to 10 business days of approval. Your bank or card provider may need a further 3 to 5 business days to show it.

Yes, within 30 days of delivery, under the same conditions as returns and subject to availability. You pay or are credited any price difference. Custom and personalised pieces cannot be exchanged.

Custom or bespoke jewellery, personalised or engraved pieces, rings made to your own specification, pieces resized or modified after delivery, items marked final sale, and gift cards.

Email us within 7 days of delivery with your order number and photos of the piece and its packaging. We may offer a repair, replacement or full refund and we cover return shipping.

Major credit and debit cards through our payment provider, Stripe. Digital wallets may also appear at checkout, depending on your device.

Not at the moment. If that changes, it will be announced here.

Yes. Payments are processed by Stripe, a PCI-compliant provider, over an encrypted connection. We never see or store your full card details.

Canadian dollars for Canada and US dollars for the United States. Your bank may add currency conversion fees.

Manufacturing defects in materials or craftsmanship, structural problems with the setting, and loose prongs caused by a production defect.

Normal wear and tear, accidental damage, misuse, lost or stolen jewellery, and engraving.

Loose accent stones, such as hidden halo or pave stones, are repaired or replaced when a manufacturing defect is the cause and it happens within 6 months. After that, stone loss is generally treated as normal wear.

Email [email protected] with your order number and clear photos. We reply within 1 to 2 business days with the next steps.

It may. Please contact us before anyone else repairs or modifies your piece.

Often, yes, for a reasonable fee. Contact us for a quote.

Visit a jeweller, use a ring sizer, or measure a ring that already fits you. Our size guide explains each method with a chart.

Eligible rings receive one complimentary resize within 30 days of delivery. You pay to send the ring to us and we return it free. A resized ring can no longer be returned or exchanged.

No. Some designs, such as eternity bands and full pave rings, may not be resizable. Ask us before you order if you are unsure.

About 1 to 2 weeks after we receive your ring.

Contact us. Depending on the design, we will either resize the ring or remake it in the right size.

They have the same chemical, physical and optical properties. Natural diamonds form in the earth over millions of years; lab-grown diamonds are created in a controlled environment.

Where a stone has been graded by a recognised laboratory such as IGI, the grading report is named on the product page. Ask us if you would like to see documentation for a specific piece.

We work with suppliers who follow responsible sourcing standards, and natural diamonds must comply with the Kimberley Process.

Lab-grown diamonds generally require fewer natural resources than mining. Impact still depends on how and where they are produced.

Use warm water, a little mild soap and a soft brush, then dry with a lint-free cloth. Clean pieces you wear often every few weeks.

For sports, heavy lifting, swimming and household cleaning.

Perfume, lotions and cleaning chemicals can harm metals and stones. Put your jewellery on last and take it off first.

Keep each piece separate in a soft pouch or lined box so pieces do not scratch each other.

We suggest an inspection every 6 to 12 months to make sure stones are secure.

Engraving is available on selected pieces for an additional fee. Ask us or choose it where offered.

No. Engraved pieces are personalised and treated as final sale.

No. Its durability is not guaranteed, especially after resizing, polishing or wear.

Usually not once it is done. Resizing or repair can also affect or remove it.

Yes. Send us a design brief on our Customize page or book a consultation, and we will talk it through with you.

Typically 3 to 6 weeks, depending on the design. We confirm the timeline when you approve your design.

Engraving, stone selection, metal and design changes, depending on the piece.

No. Custom pieces cannot be returned or exchanged, and the order cannot be cancelled once you approve the design.

No, you can check out as a guest. An account lets you track orders, save addresses and see your order history.

We email you a tracking number when your order is dispatched.

Within 24 hours of purchase, as long as production has not started.

Use the Forgot password link on the sign-in page.

We recommend insuring valuable pieces through a reputable insurer.

Documentation may be available depending on the piece. Contact us and we will help.

We sell directly to you, which keeps costs down.

Occasionally. Follow us on Instagram, Threads or Facebook to hear about new pieces and offers first.