Return, Exchange & Warranty Policy
We stand by our work and quality
Warranty
We offer a lifetime limited warranty. Within our policy there are two types of damage that are considered minor and excessive damage. Our warranty includes one year of repairs for any damage falling under the “minor damage” category. Any subsequent years after, we will fix minor damage for cost - this means we do not make any profit from the repairs, the fee only covers the actual cost to repair the damage. Repairs for excessive damage are subject to a repair fee, however if the damage is irreversible, it may need to be recast/remade.
All resizes, warranty or repairs requiring shipment to Eleven Fine Jewelry must be arranged with our team prior to sending your piece. Shipping, insurance, and related service fees may apply and are the responsibility of the purchaser unless otherwise expressly stated by Eleven Fine Jewelry. Clients should not ship jewelry to us without first receiving and following the shipping instructions provided by our team.
Jewelry Care, Maintenance & Insurance
Fine jewelry requires ongoing care and maintenance. Our lifetime limited warranty does not cover normal wear and tear, accidental damage, improper care, loss, theft, or damage resulting from circumstances outside of our control. Gold and other precious metals naturally wear over time, and prongs, settings, clasps, and other components may require maintenance throughout the life of your piece.
We recommend having your jewelry professionally inspected at least once annually to help identify wear before it results in more significant damage or gemstone loss. The ongoing care and maintenance of your jewelry is the responsibility of the purchaser.
We strongly recommend maintaining appropriate personal jewelry insurance for your piece. When a piece needs to be shipped to us for warranty assessment, repair, resizing, maintenance, or another service, we may require proof of insurance prior to authorizing shipment. Clients should not ship jewelry to Eleven Fine Jewelry without first contacting our team and following the shipping instructions provided.
International & Cross-Border Warranty Service
Our lifetime limited warranty remains applicable to eligible pieces regardless of the ongoing availability of cross-border service. However, we cannot guarantee that international shipping, warranty service, repairs, resizing, maintenance, or other after-sale services requiring jewelry to cross an international border will be available at all times.
Cross-border services are subject to changing customs requirements, tariffs, duties, taxes, trade regulations, governmental actions, carrier restrictions, insurance availability, and other circumstances outside of our control.
We will make reasonable efforts to accommodate international clients whenever it is practical and safe to do so. However, we reserve the right to temporarily pause, restrict, modify, or discontinue cross-border services where circumstances make providing those services impractical, unreliable, excessively costly, or potentially place a client’s jewelry at unnecessary risk.
The availability of international shipping at the time of purchase does not guarantee the future availability of cross-border warranty or after-sale services.
Additional international shipping, insurance, customs, duties, tariffs, brokerage, or related fees may apply to international warranty, repair, resizing, or maintenance services. Please refer to our Terms & Conditions and Terms of Service for complete details regarding international and cross-border services.
We understand that many of our clients live outside of our local area and may choose to have routine inspections or maintenance performed by a reputable professional jeweller closer to home. Having your piece professionally inspected, cleaned, or maintained by another jeweller will not automatically void your Eleven Fine Jewelry warranty.
However, Eleven Fine Jewelry cannot guarantee or assume responsibility for the workmanship of another jeweller. Any damage, alteration, structural change, or loss resulting from work performed by a third party will not be covered under our warranty, and in some circumstances, third-party work may affect our ability to safely repair, restore, or provide future warranty service on the piece.
For repairs, resizing, setting work, or alterations beyond routine maintenance, we strongly recommend contacting Eleven Fine Jewelry before having any work completed by another jeweller. We are always happy to review the situation and advise on the best course of action.
Our warranty is only valid to the original purchaser and is not transferable to any other persons or parties. For more information on jewelry damage and repair please refer to our definitions found here.
Returns & Exchanges
Due to the custom and personalized nature of our work, all custom, bespoke, personalized, and made-to-order pieces are final sale and are not eligible for return, exchange, or refund.
Design development, gemstone sourcing, material procurement, and production planning may begin following order confirmation or receipt of a deposit. Once this work has begun, custom orders cannot be cancelled or refunded.
In the rare instance that Eleven Fine Jewelry offers an item that is eligible for return or exchange, the applicable return terms will be clearly communicated at the time of purchase. Any approved return or exchange may be subject to return shipping costs, duties, customs fees, and/or a 20% restocking fee.
All returns and exchanges must be authorized by Eleven Fine Jewelry prior to shipment. Items sent to us without prior authorization may not be accepted or eligible for a refund or exchange.
To be eligible for an approved return or exchange, the piece must be returned in its original condition, unworn, undamaged, and unaltered, with all original packaging and accompanying documentation or certificates, where applicable. Pieces that have been resized, engraved, altered, damaged, or serviced by a third party may not be eligible for return or exchange.
All returned pieces will be inspected by Eleven Fine Jewelry upon receipt before a refund or exchange is approved. Refunds, where applicable, will be processed following receipt and inspection of the piece and will be less any applicable restocking fees, shipping costs, duties, customs charges, or other non-refundable costs associated with the original purchase or return.
Clients must follow the return shipping instructions provided by our team and ensure appropriate insurance coverage for the full value of the piece while it is in transit to Eleven Fine Jewelry. We may require proof of appropriate insurance coverage prior to authorizing shipment. Eleven Fine Jewelry is not responsible for loss, theft, damage, customs issues, or other incidents occurring during an unauthorized or independently arranged return shipment.
For international clients, the availability of returns or exchanges requiring cross-border shipping is subject to applicable customs requirements, tariffs, duties, trade regulations, carrier restrictions, insurance availability, and other circumstances outside of our control. Eleven Fine Jewelry reserves the right to pause, restrict, or decline cross-border return or exchange services where circumstances make shipment impractical, unreliable, excessively costly, or potentially place the client’s jewelry at unnecessary risk.
Our paramount objective is to deliver an unparalleled level of service, and we spare no effort in achieving this goal. Despite being a small team, we dedicate long hours to consistently surpass customer expectations. Unlike larger corporations with boundless resources, we pride ourselves on treating each customer with utmost kindness, respect, and unwavering commitment to excellence.
Nonetheless, we must also maintain the right to decline orders or deny service in exceptional circumstances, if deemed necessary. This decision may arise in response to customer abuse, non-compliance, dissemination of misleading or false information, theft, service disruption, fraudulent activity, harassment, threats, abusive or inappropriate conduct, or any conduct that compromises the safety or well-being of our team or our ability to reasonably provide service.
Rest assured, our commitment to providing top-notch service remains unwavering, and we will handle such situations with utmost professionalism and care.
