These terms apply to everything you buy from Empire Fine Jewellers, in the showroom or on this website. Placing an order means you accept them. If anything here is unclear, email info@empirejewellers.ca before you order and we will explain it.
Last updated: 9 September 2026
Who you are dealing with
Empire Fine Jewellers, a jewellery studio based in Ontario, Canada. Contact us at info@empirejewellers.ca. We answer email during store hours.
Prices and payment
All prices are in Canadian dollars and exclude taxes and shipping unless stated otherwise. Applicable taxes are added at checkout.
Because much of what we sell is priced from the daily gold market, prices can change without notice. The price you pay is the price shown when your order is confirmed.
Very occasionally an item is listed at the wrong price because of a technical or human error. If that happens we will contact you before making the piece or shipping it, and you may either pay the corrected price or cancel for a full refund. We will never charge you more than the price you agreed without asking you first.
Payment is taken in full when you order, unless we have agreed something different with you in writing. Financing shown at checkout is provided by a third party under their own terms, not ours.
Made-to-order, custom and altered pieces
Custom pieces, made-to-order items and anything we engrave, resize or alter for you are made specifically for you and cannot be returned or exchanged. Please check spelling, sizing and specification carefully before you approve the work.
Custom and made-to-order work takes approximately 21 days to produce before it ships. We will tell you if a piece is going to take longer.
Handmade pieces and natural stones vary. Small differences in colour, inclusions and finish between your piece and a photograph are normal and are not faults.
Shipping, and when responsibility passes to the carrier
We ship across Canada. Orders are dispatched once the piece is ready — immediately for stock items, and after production for made-to-order work.
Every parcel is sent with tracking, and we email you the tracking number as soon as it is added to your order. Delivery estimates given by us or by the carrier are estimates, not guarantees.
Your piece is checked, packed and photographed before it leaves us, and we choose our shipping partners carefully. Once it is handed over, it travels in their care: from that moment the delivery company named on your tracking number — UPS, DHL, Canada Post, Purolator or another carrier — is the one responsible for getting it to you safely, and responsibility for loss, theft, delay or damage in transit rests with them rather than with us.
That never means you are left on your own. If a parcel goes quiet or goes astray, tell us and we will chase it with our carrier partners, open the trace, push for answers and stay with it until there is one. We will do everything we can to find your piece and to keep you posted while we do. What we cannot do is overturn the carrier’s decision or compensate beyond what they pay — once a parcel is in their hands, that outcome is theirs. Your tracking number is the record of the shipment and the reference for any claim.
You are responsible for giving us a correct, complete delivery address. If a parcel is returned to us because the address was wrong or nobody was available to receive it, we will re-send it once you have paid the return and re-delivery cost.
Insurance and signature on delivery
Carriers limit their own liability on an ordinary parcel, and that limit is usually far below the value of fine jewellery. If you want cover above the carrier’s standard limit, or delivery that requires a signature, tell us before we dispatch and we will arrange it and quote the cost. If you do not ask for it, your parcel travels under the carrier’s standard terms and standard limit of liability.
Parcels that are late, lost or damaged in transit
If something has gone wrong on the way to you, please tell us — we would rather hear early, and we will take it from there.
Because the parcel is in the carrier’s care, a late, lost, stolen or damaged shipment is a claim against that carrier, and any compensation is limited to what they pay under their own terms. Carriers will not accept a claim from anyone but the shipper, so we lodge it for you and supply the proof of value, packing detail and documentation they ask for. So that we can act quickly, let us know as soon as you notice a problem:
- Damaged on arrival. Within 48 hours of delivery. Keep the item and all packaging exactly as it arrived — carriers routinely refuse damage claims where the packaging has been discarded — and send us photographs of both.
- Not arrived. If tracking has not moved for 7 days, or the parcel has passed its expected delivery date. Carriers usually take up to 10 business days to conclude a trace.
- Marked delivered but not received. Within 7 days of the delivery scan. We will request the carrier’s proof of delivery on your behalf.
We will keep you informed and pass on the carrier’s decision and any payment in full. What we cannot do is override that decision — the carrier holds the parcel and the liability for it.
None of this affects a piece that was faulty or wrongly supplied when it left us; that is our responsibility and is covered below.
Returns, exchanges and refunds
Our Returns & Refunds policy sets out in full how to return a piece, what we can and cannot take back, who pays the postage and how long a refund takes. It forms part of these terms, and it is the version that applies.
In short: 14 days to return an unworn stock piece in its original packaging, email us before sending anything back, and custom, engraved, resized and clearance pieces are final sale.
Faults, repairs and resizing
If a piece fails through a manufacturing fault within 12 months of purchase, bring it back and we will repair it, or replace it if repair is not sensible, at no charge.
That does not cover ordinary wear, accidental damage, damage in transit, loss of stones through impact, chemical or heat damage, or work carried out by another jeweller. Chains, prongs and settings wear with use; they are wearable items, not permanent structures.
We offer resizing, repair and restoration on request. We will quote before starting any chargeable work.
Selling gold to us and appraisals
Our posted gold rate moves with the market and is an indication, not a binding offer. Any offer we make for your gold is made after we test and weigh it in person, and is valid on the day it is made.
You must own what you sell us and be able to show identification. Once you accept an offer and are paid, the sale is final.
Appraisals are our professional opinion of value on the day, given for insurance or personal purposes. They are not an offer to buy at that figure.
Appointments
Appointments booked through this website are free and you may cancel at any time. If you cannot make one, tell us so we can offer the time to somebody else.
Using this website
The photographs, text and designs on this site belong to Empire Fine Jewellers and may not be copied for commercial use without our permission. We work to keep the site accurate and available, but we do not guarantee it will be uninterrupted or free of errors.
How we handle your personal information is set out in our Privacy Policy.
If something goes wrong
Talk to us first — email info@empirejewellers.ca. Most problems are settled quickly and we would far rather fix something than argue about it.
Nothing in these terms limits your rights under Canadian consumer protection law. Where these terms and that law disagree, the law wins.
Changes and governing law
We may update these terms. The version published here when you place your order is the version that applies to it.
These terms are governed by the laws of the Province of Ontario and the laws of Canada that apply there.