Terms & Conditions
Terms and Conditions
The following Terms and Conditions apply to purchases, custom projects, services, repairs, warranty claims, and other transactions with Eleven Fine Jewelry. By placing an order, submitting a deposit, approving a custom design, or requesting service from Eleven Fine Jewelry, you acknowledge and agree to the applicable terms outlined below.
Warranty, Return, Exchange Policy
Eleven Fine Jewelry offers a lifetime limited warranty. Our warranty includes one year of repairs for eligible damage falling under the “minor damage” category. In subsequent years, eligible minor damage may be repaired at cost, meaning Eleven Fine Jewelry does not make a profit from the repair and the applicable fee covers the actual cost of the repair. Repairs for excessive damage are subject to a repair fee; however, if the damage is irreversible or the structural integrity of the piece has been significantly compromised, it may need to be recast or remade.
Our lifetime limited warranty does not cover normal wear and tear, accidental damage, improper care, loss, theft, misuse, or damage resulting from circumstances outside of our control unless otherwise expressly covered under a separate policy or service offered by Eleven Fine Jewelry.
Fine jewelry requires ongoing care and maintenance. Gold and other precious metals naturally wear over time, and prongs, settings, clasps, and other components may require maintenance throughout the life of a piece. Regular professional inspections are recommended at least once annually to help identify wear before it results in more significant damage or gemstone loss. The ongoing care and maintenance of the jewelry is the responsibility of the purchaser.
Loss of a gemstone resulting from worn, damaged, bent, or otherwise compromised prongs or settings may not be considered a manufacturing defect and may not be covered under warranty.
Clients may choose to have routine inspections, cleaning, or maintenance performed by a reputable professional jeweller. These services will not automatically void the 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.
All repairs requiring shipment to Eleven Fine Jewelry must be arranged with our team prior to shipment. 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 Eleven Fine Jewelry without first receiving and following the shipping instructions provided by our team.
We strongly recommend maintaining appropriate personal jewelry insurance. When a piece needs to be shipped to Eleven Fine Jewelry for warranty assessment, repair, resizing, maintenance, or another service, we may require proof of insurance prior to authorizing shipment.
Our warranty is valid only to the original purchaser and is not transferable to any other person or party.
Additional information regarding examples of minor and excessive damage, jewelry care, and warranty assessment can be found in our Warranty Policy.
Warranty Exclusions & Client Responsibilities
Our lifetime limited warranty is intended to provide coverage for eligible issues in accordance with our warranty terms and does not eliminate the need for routine jewelry care and maintenance.
Fine jewelry is subject to wear through normal use. Scratches, dents, surface wear, metal thinning, worn prongs, loose settings, finish changes, and other signs of use may develop over time and do not necessarily indicate a manufacturing defect.
The purchaser is responsible for appropriately caring for their jewelry and having it professionally inspected at least once annually. Depending on the design, frequency of wear, lifestyle, and condition of the piece, more frequent inspections may be recommended.
Clients should discontinue wearing a piece if they notice a loose or shifting gemstone, bent or damaged prongs, unusual movement, structural changes, significant wear, or other signs that the piece may require service. Continuing to wear jewelry after damage or instability becomes apparent may result in additional damage or gemstone loss and may affect warranty eligibility.
Warranty coverage is determined following assessment by Eleven Fine Jewelry and is based on the cause and nature of the damage. Not all repairs, gemstone losses, or structural issues will qualify for complimentary warranty service.
Damage resulting from improper care, misuse, accidents, impact, excessive force, exposure to inappropriate chemicals or heat, unauthorized alteration, or third-party workmanship is not covered by the lifetime limited warranty.
Ring Resizing
Not all designs can be resized, and resizing capabilities will depend on the structure, materials, gemstones, and design of the individual piece. Certain designs, including eternity bands and intricate or highly detailed settings, may require a remake rather than a traditional resize.
Where resizing is possible, alterations may result in minor changes to the appearance, proportions, or structure of the original design. Applicable resizing, shipping, insurance, or related service fees may apply.
Where a complimentary initial resize is expressly included with a purchase, the resize must be requested within the applicable timeframe communicated by Eleven Fine Jewelry and remains subject to the design being safely resizable.
Subsequent resizing, significant size changes, or resizing that requires additional materials, gemstones, structural modifications, or a remake may be subject to additional charges.
Returns and 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.
Custom Design Approval & Changes
Custom designs are developed based on the specifications, preferences, inspiration, and information provided by the client throughout the design process.
Digital renderings and CAD images are created to provide an accurate representation of the proposed design, including its overall proportions, structure, and design details.
Clients are responsible for carefully reviewing all CAD renderings, measurements, gemstone specifications, design details, and other information provided for approval prior to production.
Once written approval of the final design is provided, Eleven Fine Jewelry is authorized to proceed with production based on the approved design.
As CADs are digital representations of a physical piece, minor visual differences may occur in the finished jewelry due to lighting, screen display, gemstone characteristics, finishing, polishing, and the nature of the production process. These subtle variations are inherent to the transition from a digital design to a finished piece of fine jewelry and do not constitute a design discrepancy or defect.
Changes requested after final CAD approval may be subject to additional design, material, labour, gemstone, or production fees. Depending on the stage of production, certain changes may no longer be possible and may require the piece to be remade at an additional cost.
Once production has begun, cancellation, refund, or substantial redesign of a custom piece is not available.
Production Timelines & Delivery Dates
We make every reasonable effort to complete projects within the estimated timeline provided at the time of ordering. Production and delivery timelines are estimates and may be affected by the scope and complexity of the project, design revisions, gemstone or material availability, supplier timelines, carrier delays, customs processing, governmental actions, or other circumstances outside of our reasonable control.
Project timelines are also dependent on timely communication and approvals throughout the design process. While we make every effort to respond promptly, adequate time must be allowed for our team to review and action client feedback, requests, and revisions. Delays in client responses, approvals, or requested changes may therefore affect the estimated completion date of a project.
CAD revisions vary depending on the nature and complexity of the requested changes and may require up to one week to complete. While revisions are often completed sooner, we reserve this timeframe to ensure each revision can be properly reviewed and completed by our design team. Multiple rounds of revisions may result in corresponding extensions to the overall project timeline.
Production timelines begin following completion of the applicable design approval process and may not begin on the date a deposit or initial payment is received.
While we will always make reasonable efforts to accommodate important proposal, wedding, travel, or event dates communicated to us, estimated completion or delivery dates are not guaranteed unless expressly confirmed otherwise in writing.
Shipping, Insurance & Delivery
Fine jewelry shipments sent by Eleven Fine Jewelry are securely packaged and fully insured during transit until confirmed as delivered by the applicable carrier.
While we take every reasonable precaution to secure and insure shipments, Eleven Fine Jewelry is not responsible for delays caused by shipping carriers, customs processing delays, governmental actions, or delivery issues resulting from incorrect or incomplete shipping information provided by the purchaser.
If a package is lost in transit prior to confirmed delivery, Eleven Fine Jewelry will initiate a claim with the applicable carrier or insurer and make reasonable efforts to work toward resolution.
Once a shipment has been confirmed as delivered by the carrier to the address provided by the purchaser, responsibility for the package transfers to the purchaser. Customers are responsible for providing complete and accurate shipping information, ensuring that the delivery address provided is safe and secure, and monitoring applicable tracking information.
When a client is required to send a piece to Eleven Fine Jewelry for repair, resizing, maintenance, warranty assessment, or any other service, the shipment must first be arranged or authorized by our team. We may require proof that the piece is adequately insured under the client’s own jewelry insurance policy prior to authorizing shipment.
It is the purchaser’s responsibility to maintain appropriate personal jewelry insurance for their jewelry, including coverage for loss, theft, damage, and transit where applicable. Eleven Fine Jewelry’s shipping and business insurance coverage does not replace or eliminate the purchaser’s responsibility to maintain appropriate personal jewelry insurance for their piece.
Clients should not ship jewelry to Eleven Fine Jewelry without first receiving and following the shipping instructions provided by our team. Eleven Fine Jewelry is not responsible for loss, damage, theft, customs issues, or other incidents occurring while a piece is being shipped to us outside of an Eleven Fine Jewelry-issued or expressly approved shipping arrangement.
Shipping, insurance, customs, duties, tariffs, brokerage, and other related service fees may apply when a piece is sent to or from Eleven Fine Jewelry for repair, resizing, maintenance, warranty assessment, or another after-sale service.
International & Cross-Border Services
While Eleven Fine Jewelry makes reasonable efforts to accommodate international clients, we do not guarantee the ongoing availability of cross-border shipping, warranty service, repairs, resizing, maintenance, returns, exchanges, or other after-sale services.
The availability of warranty service, repairs, resizing, maintenance, returns, exchanges, and other after-sale services for international clients is subject to applicable laws, tariffs, duties, customs requirements, trade restrictions, governmental actions, carrier availability, insurance availability, and other cross-border shipping conditions.
Eleven Fine Jewelry reserves the right, at any time and at its sole discretion, to temporarily pause, restrict, modify, suspend, or discontinue the availability of some or all services to clients located outside of Canada where tariffs, duties, trade restrictions, customs requirements, governmental actions, shipping limitations, insurance limitations, or other circumstances make providing such services impractical, excessively costly, commercially unreasonable, unreliable, or otherwise unsuitable.
The availability of international shipping at the time of the original purchase does not guarantee that repair, resizing, warranty, maintenance, return, exchange, or other after-sale services will remain available internationally in the future.
Where international service is temporarily or permanently unavailable, Eleven Fine Jewelry will make reasonable efforts to communicate available options to the client; however, we cannot guarantee that an alternative service arrangement will be available.
Our lifetime limited warranty remains applicable to eligible pieces regardless of the ongoing availability of cross-border service. However, the existence of warranty coverage does not guarantee that a piece can be shipped internationally to or from Eleven Fine Jewelry at any particular time.
For orders shipped outside of Canada, all warranty claims, repairs, resizing, maintenance, inspections, or other after-sale services that require the piece to be shipped to and/or from Eleven Fine Jewelry are subject to an international service logistics fee of $140 USD.
This fee is intended to contribute toward the costs associated with international shipping, return shipping, insurance, customs processing, brokerage, administrative handling, and other related cross-border expenses. The $140 USD fee does not include the cost of the repair, resizing, replacement components, gemstones, materials, labour, or any other service that is not otherwise covered under the applicable warranty. Any such charges will be communicated to the client separately where applicable.
International shipping, insurance, customs, brokerage, duties, tariffs, taxes, and other cross-border charges may vary significantly depending on the destination, carrier, declared value, applicable regulations, and circumstances at the time service is requested. If the actual or anticipated costs associated with providing international service materially exceed the $140 USD international service logistics fee, Eleven Fine Jewelry reserves the right, at its discretion, to charge additional amounts reasonably necessary to cover those costs. Any additional charges will be communicated to the client prior to proceeding where reasonably possible.
Clients are responsible for following all shipping, customs, import, and export instructions provided by Eleven Fine Jewelry when returning an item for service. Eleven Fine Jewelry is not responsible for delays, seizures, additional charges, or other issues arising from customs authorities, governmental agencies, customs declarations, or a client’s failure to follow the provided return instructions.
International Duties, Taxes & Customs
International clients are responsible for any applicable import duties, tariffs, taxes, brokerage charges, customs fees, or other charges imposed by the destination country or applicable authorities unless otherwise expressly stated by Eleven Fine Jewelry in writing.
Customs policies and assessments vary by jurisdiction and may change without notice. Eleven Fine Jewelry cannot guarantee how an individual shipment will be classified, assessed, processed, or valued by customs authorities.
Eleven Fine Jewelry is not responsible for unexpected duties, tariffs, taxes, brokerage charges, customs assessments, delays, holds, seizures, or other charges or actions imposed by governmental or customs authorities.
If an international shipment is refused, abandoned, returned, delayed, or otherwise affected due to unpaid duties, taxes, tariffs, brokerage fees, customs requirements, or the purchaser’s failure to provide required information, the purchaser may be responsible for the resulting costs incurred by Eleven Fine Jewelry, to the extent permitted by applicable law.
Sample Sale Items:
Every now and then, pieces from our studio make their way into the world a little differently.
These rings were originally created as design samples- pieces we made to photograph, test new ideas, or bring to consultations so clients could experience our craftsmanship up close.
Some of the gemstones in this collection are uncertified lab grown stones, as they were sourced specifically for studio use and were not submitted for formal grading.
Rather than letting them sit quietly in our vault, we’re offering them here at special sample sale pricing, creating a rare opportunity to own an Eleven design at a lower investment.
Final Sale: All sample sale items are sold as-is and are final sale. No exchanges, returns, or refunds will be accepted.
Quality Assurance: Every piece is carefully inspected prior to shipping to ensure it meets our quality standards. We do not sell or ship defective items.
Expected Wear: Sample sale pieces may show minor signs of wear, as they have been previously displayed or handled. Any imperfections are considered part of the item's unique character and are reflected in the discounted pricing.
Warranty: Because these rings are offered at significantly reduced pricing as studio samples, they are not covered under our standard lifetime limited warranty.
That said, we’re always here to help care for your piece. If your ring ever requires maintenance or repair, our studio will make reasonable efforts to assist and coordinate repairs at cost whenever possible and where service is available. Please note that sample sale items are not eligible for full remakes or replacements.
Shipping & Handling: All pieces are carefully packaged and shipped securely. If you have any questions regarding your order upon delivery, please reach out to our team and we’ll be happy to assist.
By purchasing a sample sale item, you acknowledge and accept these terms.
Gemstones, Precious Metals & Product Appearance
Gemstones and precious metals may naturally display variations in color, tone, inclusions, grain structure, texture, and finish. These characteristics are part of the individual nature of fine jewelry and are not necessarily considered defects.
Photography, video, lighting conditions, computer and mobile displays, CAD renderings, and other digital representations may affect how gemstone color, proportions, scale, metal tone, texture, and finish appear. While we make every reasonable effort to represent our pieces accurately, digital imagery may not perfectly represent the appearance of the finished piece in person.
Diamond and gemstone grading information is provided based on reports from recognized grading laboratories and/or information supplied by our trusted gemstone suppliers, where applicable. Minor grading variations between laboratories, suppliers, or independent assessments may occur.
Right to Decline Orders or Service
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, subject to applicable law, to decline orders or deny or discontinue 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.