Refund policy

Refund & Return Policy

Due to the handmade nature of our work, particularly custom and made-to-order jewellery, we do not offer refunds on any custom, personalized, or specially crafted pieces. These items are final sale, as they are created uniquely for you. Please review our service agreement for more details on why these policies are necessary.

Eligibility for Returns & Exchanges

We offer exchange or store credit only on eligible ready-to-ship items within Canada. Refunds are not provided under any circumstances.

To qualify:

  • Item must be a ready-to-ship piece that has not been sized, altered, or engraved.
  • The item must be unworn, in its original packaging, and returned within 14 days of delivery.
  • Sale items, discounted items, and purchases made with a promo code are final sale and not eligible for return or exchange.

Non-Returnable Items

The following items are final sale and cannot be returned, exchanged, or refunded:

  • Custom jewellery
  • Made-to-order jewellery
  • Loose gemstones
  • Pieces that have been resized, altered, or engraved
  • International orders, including USA
  • Sale or discounted items
  • Items damaged after purchase or worn without proper care
  • Items being returned due to allergic reactions
  • Gift certificates, non-refundable and not redeemable for cash

Shipping, Duties & Return Costs

  • Original shipping fees are non-refundable.
  • Customers are responsible for all return shipping costs, duties, and taxes.
  • We can provide an insured return label, the fee is payable by the customer beforehand.
  • We are not responsible for lost or damaged return parcels.
  • If customs requests additional documentation, you must respond within 5 days to avoid the package being returned at your expense.

Manufacturing Defects

If you believe your piece has a manufacturer defect, please contact us. We will happily review the issue and provide assistance or a solution where appropriate.

Insurance & Warranty

We do not provide a blanket warranty on all jewellery. Each situation is evaluated individually. To protect your investment, especially pieces containing softer gemstones, we recommend obtaining personal jewellery insurance through a provider such as Jewellers Mutual.

How to Start a Return

To initiate an exchange or store-credit request for an eligible item, email us at info@emilygill.ca. Your exchange or store credit will be issued once the piece is received and inspected.

Policy Agreement

By placing an order, you agree to all policies outlined above. We reserve the right to update or revise this information at any time without prior notice.