Terms & Conditions
Terms and Conditions
By placing an order, all customers agree to the terms and conditions below:
Warranty, Return, Exchange Policy
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 repairs will need to be sent out via the post, and as such, the purchaser will be responsible for any fees regarding the shipment. If you have any questions regarding warranty or repairs, please send us an email at hello@elevenfinejewelry.com
Any repairs completed on our pieces by other jewellers will effectively void the warranty. We cannot guarantee the workmanship of others. We are happy to help wherever possible - please get in touch via email.
Our warranty is only valid to the original purchaser and is not transferable to any other persons or parties.
Returns and Exchanges
We have exchange and return policies pertaining to both of our classic and custom designs.
Returns and exchanges will be subject to the return costs (postage, duties etc) and a 20% restocking fee.
Classic pieces: Please reach out to hello@elevenfinejewelry.com within 3 days of receiving your ring if you would like to exchange or return. Once you inform us that you would like to exchange or return, it is our policy that the ring must be sent back to us with tracking information within 7 days of receiving the ring.
With regards to returns, please keep in mind that our designs and fine jewelry are made to order especially for you, so the restocking fee, postage, duties will be deducted from the original payment. The remaining funds will be refunded as soon as the item is received.
Custom Pieces:
No returns will be accepted.
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 gladly assist and coordinate repairs at cost whenever possible. 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.
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, or any conduct that compromises the well-being of our hardworking team.
Rest assured, our commitment to providing top-notch service remains unwavering, and we will handle such situations with utmost professionalism and care.