If a piece is not right, we would rather sort it out than have it sit in a drawer. Here is exactly how returns and refunds work, and what to do next.
Last updated: 9 September 2026
The short version
- 14 days to return a stock piece from the day it reaches you.
- It must be unworn, in its original packaging, with tags and any certificate.
- Email us first at info@empirejewellers.ca so we can confirm the return and tell you how to send it safely.
- Custom, engraved, resized and clearance pieces are final sale.
- Refunds go back to your original payment method within 5 to 10 business days of the piece reaching us.
Returning a piece
You have 14 days from delivery — or from collection, if you bought in the showroom — to change your mind about a stock item.
To be accepted it needs to come back to us:
- unworn and in the condition you received it,
- in its original packaging, with any tags still attached, and
- with your receipt or order number, plus any certificate or appraisal that came with it.
Please email info@empirejewellers.ca before you send anything back. We will confirm the return and tell you how to package and send it so it arrives safely. Fine jewellery posted without that conversation too often arrives damaged or not at all, and returns sent without contacting us first may not be accepted.
What we cannot take back
- Custom and made-to-order pieces. They are made for you specifically and cannot be resold.
- Anything engraved, resized or altered at your request.
- Earrings and other pierced jewellery, for hygiene reasons, unless faulty.
- Clearance and liquidation pieces, which are sold as final sale.
- Gift cards.
- Pieces showing wear or damage, or that have been resized or repaired by another jeweller.
This is why we would always rather you asked a question before ordering than after. Email us, or book an appointment and see the piece in person — there is no obligation either way.
None of the above affects your rights if a piece is faulty or is not what we described.
Exchanges
Happy to. Tell us what you would prefer and we will hold it while your return is on its way. If the new piece costs more you pay the difference; if it costs less we refund it. Sizing exchanges on stock pieces are usually the simplest fix of all — ask us first, because a resize is often quicker than a return.
Who pays the postage
- Changed your mind: you pay the return postage. Please send it tracked and insured — on the way back the parcel is your responsibility until it reaches us.
- Faulty, or not what you ordered: we pay. We will send you a label or reimburse the cost.
Refunds
Once the piece reaches us we inspect it and process your refund to the original payment method within 5 to 10 business days. Your bank or card issuer may take a few days more to show it, which is outside our control.
We refund the original shipping charge only where the piece was faulty or incorrect.
If a refund has not appeared after ten business days, email us with your order number and we will chase it.
Faulty pieces
If a piece fails through a manufacturing fault within 12 months of purchase, we will repair it, or replace it where repair is not sensible, at no charge.
That does not cover ordinary wear, accidental damage, damage in transit, stones knocked loose by impact, chemical or heat damage, or work done by another jeweller. Chains, prongs and settings are wearable items and do wear.
Not sure whether something is a fault or wear? Send us a photograph. We will tell you either way, and we will tell you honestly.
If a parcel is lost or damaged on the way to you
That is handled differently, because a parcel in transit is in the carrier’s care rather than ours. Tell us as soon as you notice — within 48 hours for visible damage, keeping all the packaging — and we will open the claim with the carrier on your behalf and stay with it until there is an answer. The full detail is in our Terms of Service.
Talk to us
Email info@empirejewellers.ca with your order number and a line about what is wrong. Most of this is settled in a single reply, and we would far rather fix something than argue about it.
This policy forms part of our Terms of Service, and nothing in it limits your rights under Canadian consumer protection law.