Terms of service
Limitation of Liability:
To the fullest extent permitted by law, Eleven Fine Jewelry shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to the use of our website or the purchase of any product. Eleven Fine Jewelry shall not be liable for emotional distress, missed proposal events, wedding date impacts, or other consequential damages related to special occasions.
Our total liability for any claim arising out of or relating to any product shall not exceed the amount paid by you for that specific product.
Custom Design Approval and Crafting:
For custom projects, clients will receive digital renderings, sketches, gemstone specifications, measurements, or other design details for review and 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.
Any changes requested after final approval may be subject to additional design, material, labour, or production fees and may extend the original project timeline. Depending on the stage of production, certain changes may no longer be possible.
All custom, bespoke, personalized, and made-to-order pieces are final sale. Due to the personalized nature of our work, design development, gemstone sourcing, material procurement, and production planning may begin immediately following order confirmation or receipt of a deposit. Once this work has begun, custom orders cannot be cancelled or refunded.
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.
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.
Natural and Lab-Created Material Variation:
Due to the inherent characteristics of natural and laboratory-grown gemstones and precious metals, variations in color, tone, inclusions, grain structure, texture, and finish may occur. These characteristics are not necessarily defects and may form part of the individual nature of each piece.
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.
Minor variations of this nature shall not constitute grounds for return or be considered a design discrepancy or defect.
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.
Shipping, Insurance & Risk of Loss:
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, 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 shipments are additionally subject to the International Orders and Cross-Border Services provisions contained within these Terms of Service.
Grading and Certification:
All diamond and gemstone grading details are provided based on reports from recognized industry-standard grading laboratories and/or information supplied by our trusted gemstone suppliers, where applicable.
Minor grading variations between laboratories, suppliers, or independent assessments may occur and shall not constitute grounds for return unless the information provided by Eleven Fine Jewelry was materially inaccurate.
Warranty and Repairs:
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.
International Orders — Warranty, Repairs and Resizing:
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, inaccurate customs declarations, or a client’s failure to follow the provided return instructions.
Availability of International After-Sale Services:
The availability of warranty service, repairs, resizing, maintenance, returns, 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, or otherwise unsuitable.
The availability of international shipping at the time of the original purchase does not guarantee that repair, resizing, warranty, maintenance, 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.
Force Majeure:
Eleven Fine Jewelry shall not be liable for delays or failure to perform due to circumstances beyond our reasonable control, including but not limited to supplier delays, material shortages, natural disasters, governmental actions, labour disruptions, customs delays, trade restrictions, or shipping carrier delays.
Payment and Pricing:
All prices on our website are in the currency stated on the site and are subject to applicable taxes, fees, and shipping costs, which will be added to the total price where applicable. Prices may be subject to change without notice, but changes will not affect orders that have already been placed except where otherwise expressly agreed or where an obvious pricing error has occurred.
Our pricing reflects current market rates, and we reserve the right to adjust quotes or final costs prior to order confirmation based on fluctuations in gold pricing, gemstone pricing, material availability, and the specific requirements of each custom project.
We accept payment through various methods, including credit cards and electronic payment systems. You are responsible for ensuring that your payment information is accurate and up-to-date.
By providing your payment information, you authorize us to charge your payment method for the applicable amount of your order, including taxes and fees. If we are unable to charge your payment method for any reason, we reserve the right to cancel or suspend the order until payment has been resolved.
If there are errors or discrepancies with your payment or billing information, we may contact you to request additional information to verify your identity and payment method. We reserve the right to cancel or refuse any order that we reasonably suspect may be fraudulent or otherwise violate these Terms of Service.
In the event that a price or product description has been listed incorrectly, we reserve the right to correct the error and, where permitted by applicable law, cancel or modify affected orders. We will make reasonable efforts to inform affected customers of any changes or cancellations.
Accuracy of Billing:
We strive to ensure that all pricing and billing information on our website is accurate, but errors may occur.
If we discover an error in the pricing or billing information for a product or service that you have ordered, we will inform you as soon as reasonably possible and, where applicable, provide the option to confirm the order at the corrected price or cancel the order. If we are unable to contact you or receive a response within a reasonable time, we may cancel the affected order and refund amounts paid for the cancelled portion.
You agree to provide accurate and complete billing information when making a purchase and to promptly update your information where necessary. You are responsible for applicable charges associated with your order, including taxes, shipping fees, and other charges disclosed in connection with the purchase.
If you believe there is an error in your billing statement or have questions regarding billing, please contact us at hello@elevenfinejewelry.com.
Shipping:
Eleven Fine Jewelry may offer domestic and international shipping depending on the purchaser's location, carrier availability, insurance availability, customs requirements, and other applicable circumstances.
Shipping and production timelines are estimates and are subject to the Production Timelines & Delivery Dates provisions contained within these Terms of Service. Once an order has shipped, applicable tracking information will be provided to the purchaser where available.
Shipping charges and other applicable fees will be communicated or calculated as part of the purchase process.
Cross-Border and International 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, or other after-sale services.
International and 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. As these conditions may change at any time, the availability and terms of cross-border services may also change without notice.
Eleven Fine Jewelry will make reasonable efforts to accommodate international clients whenever it is practical and safe to do so; however, we reserve the right to pause, restrict, modify, or discontinue cross-border services at our discretion where circumstances make providing such 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 after-sale services.
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 and is not responsible for unexpected duties, tariffs, taxes, delays, holds, or other charges imposed by governmental or customs authorities.
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.
Photography & Promotional Use:
Eleven Fine Jewelry reserves the right to photograph, record, and document pieces before delivery for portfolio, website, editorial, advertising, educational, and social media purposes.
Unless otherwise requested in writing prior to production, clients grant Eleven Fine Jewelry permission to use images, videos, design sketches, CAD renderings, and final pieces for marketing and promotional purposes. We will not disclose personal identifying information without explicit consent.
Intellectual Property and Design Ownership:
All custom designs, renderings, CAD files, sketches, and creative concepts developed by Eleven Fine Jewelry remain the intellectual property of Eleven Fine Jewelry.
Unauthorized reproduction, replication, or distribution of our designs is strictly prohibited.
Purchase of a piece does not transfer intellectual property rights in the underlying design.
User-Generated Content:
Our website may allow you to post, upload, publish, submit, or transmit content, including but not limited to text, photos, videos, and comments. By submitting content to our website, you grant Eleven Fine Jewelry a non-exclusive, royalty-free, perpetual, irrevocable, and fully sublicensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such content throughout the world in any media, subject to applicable law.
You represent and warrant that you own or have the necessary licenses, rights, consents, and permissions to publish your content and to grant us the rights described above. You agree not to post content that is unlawful, defamatory, obscene, otherwise objectionable, or infringes upon the rights of any third party.
We reserve the right to remove or edit user-submitted content at our discretion and to restrict access to our services where these Terms are violated or unlawful or inappropriate conduct occurs.
Any content you post publicly through our website is submitted at your own risk. You should not submit information that you do not wish to be publicly accessible.
Third-Party Links:
Our website may contain links to third-party websites or services that are not owned or controlled by Eleven Fine Jewelry. We do not endorse or assume responsibility for content, products, services, policies, or practices offered by third parties through their websites or services.
You acknowledge that Eleven Fine Jewelry shall not be responsible or liable, directly or indirectly, for damage or loss caused or alleged to have been caused in connection with the use of or reliance upon third-party content, products, or services.
We encourage you to review the terms of service and privacy policies of third-party websites or services you choose to use.
Dispute Resolution:
In the event of any dispute, claim, or controversy arising out of or relating to these Terms of Service, your purchase of any product, or your use of our website, you agree to first attempt to resolve the matter informally by contacting us at hello@elevenfinejewelry.com. We will make reasonable efforts to resolve disputes through good-faith negotiations.
If the dispute cannot be resolved informally within a reasonable period of time, the dispute shall be submitted to final and binding arbitration in accordance with the rules of the applicable Canadian arbitration authority in effect at the time the dispute arises. The arbitration shall be conducted in the English language in Calgary, Alberta, Canada.
The decision of the arbitrator shall be final and binding upon both parties and may be entered and enforced in any court of competent jurisdiction. Each party shall bear its own legal fees and costs associated with arbitration unless otherwise awarded by the arbitrator.
You agree to waive any right to participate in a class action lawsuit, class-wide arbitration, or representative proceeding. All disputes shall be resolved on an individual basis only.
You further agree that any claim or cause of action arising out of or relating to these Terms or any purchase must be commenced within one (1) year after the claim arises, or such claim shall be permanently barred to the fullest extent permitted by law.
This Dispute Resolution section shall survive the termination or expiration of these Terms of Service.
Intellectual Property:
All content on our website, including but not limited to text, graphics, logos, images, and software, is the property of Eleven Fine Jewelry or its licensors and is protected by applicable Canadian and international copyright, trademark, and other intellectual property laws.
You may not reproduce, distribute, modify, or create derivative works from our website content without the express written consent of Eleven Fine Jewelry or the applicable rights holder. You may not use trademarks, service marks, or logos displayed on our website without appropriate authorization.
We respect the intellectual property rights of others. If you believe that your intellectual property rights have been infringed upon by content on our website, please contact us at hello@elevenfinejewelry.com and provide sufficient information for us to identify and assess the alleged infringement.
Governing Law:
These Terms of Service shall be governed by and construed in accordance with the laws of the Province of Alberta and the applicable federal laws of Canada, without giving effect to conflict-of-law principles.
Any court proceedings to enforce an arbitration award or to address matters not subject to arbitration shall be brought in the courts of Alberta, Canada, subject to applicable law.
If any provision of these Terms of Service is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect. Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.
Indemnification:
To the extent permitted by applicable law, you agree to indemnify and hold harmless Eleven Fine Jewelry and its affiliates, officers, directors, employees, and agents from claims, actions, suits, demands, and reasonable costs arising from your violation of these Terms of Service, misuse of our website, or violation of third-party rights.
We reserve the right to assume the exclusive defence and control of any matter otherwise subject to indemnification, in which event you agree to reasonably cooperate in asserting available defences.
Severability:
If any provision of these Terms of Service is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect. To the extent permitted by law, an invalid or unenforceable provision shall be interpreted or modified as closely as possible to reflect its original intent while remaining enforceable.
Termination:
We may terminate or suspend access to our website or services where a user breaches these Terms of Service, engages in unlawful or inappropriate conduct, or otherwise misuses our services, subject to applicable law.
Upon termination, the right to use the applicable website services will cease. Provisions that by their nature should survive termination shall continue to apply, including ownership provisions, warranty disclaimers, indemnification provisions, limitations of liability, and dispute-resolution provisions.
Right to Decline Orders or Service:
Our paramount objective is to deliver an exceptional level of service, and we make every reasonable effort to consistently provide our clients with kindness, respect, professionalism, and a commitment to excellence.
Nonetheless, we maintain the right, subject to applicable law, to decline orders or deny or discontinue service in exceptional circumstances where reasonably 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 conduct that compromises the safety or well-being of our team or our ability to reasonably provide service.
Our commitment to providing excellent service remains unchanged, and situations requiring us to decline or discontinue service will be handled with professionalism and care.
Entire Agreement:
These Terms of Service, together with any policies or terms expressly incorporated by reference, constitute the agreement between you and Eleven Fine Jewelry regarding the use of our website and applicable purchases and services, subject to any separate written agreement entered into between you and Eleven Fine Jewelry.
If any provision of these Terms conflicts with a separate written agreement expressly entered into between Eleven Fine Jewelry and a client concerning a particular transaction, the terms of that separate written agreement will govern that transaction to the extent of the conflict.
Contact Information:
Questions regarding these Terms of Service should be directed to: