Refund policy
Returns & Refunds
At Fluid Jewellery, every piece is thoughtfully designed and handcrafted in my Ottawa studio. I want you to feel confident in your purchase and genuinely love the jewellery you receive.
Ready-Made Jewellery
Ready-made pieces may be returned within 14 days of delivery for a refund.
To be eligible for a return:
● The jewellery must be unworn and in its original condition.
● The piece must not have been altered, resized, engraved, or otherwise modified.
● It must be returned with its original packaging and accompanying materials.
● The return must be shipped securely, with tracking and appropriate insurance.
Customers are responsible for return shipping costs. Original shipping charges are non-refundable.
Once your return has been received and inspected, your refund will be issued to the original method of payment.
If you would prefer to exchange your ready-made piece for another piece, please get in touch. Exchanges can be arranged where possible.
Custom & Made-to-Order Jewellery
Custom and made-to-order jewellery is created specifically for you and is therefore final sale and not eligible for return or refund.
This includes custom-designed pieces, jewellery made to specific measurements or requirements, personalized or engraved pieces, and pieces that have been resized or otherwise modified specifically for you.
Before production begins, custom clients are involved throughout the design process and have the opportunity to review and approve the design and details of their piece.
If there is an issue with your custom piece, please contact me. I care deeply about the work I make and will always do my best to find a reasonable solution.
Damaged or Incorrect Items
Every piece is carefully inspected before leaving the studio.
If your jewellery arrives damaged or you believe you have received an incorrect item, please contact me within 48 hours of delivery with photographs of the piece and its packaging.
If the issue is due to an error in manufacturing or fulfilment, I will work with you to make it right.
Resizing
If you purchase a ready-made ring and require a size adjustment, please contact me before returning the piece. Resizing may be possible depending on the design and materials, and additional fees may apply.
Please note that a ring that has been resized is considered altered and is no longer eligible for return.
Final Sale Items
Items identified as final sale at the time of purchase are not eligible for return, refund, or exchange.
Questions Before You Purchase
Jewellery is personal, and choosing the right piece online isn't always easy. If you're unsure about sizing, materials, stone details, or whether a particular piece is right for you, please reach out before purchasing. I'm always happy to help you make a considered decision.
Questions?
Please contact us at caelen@fluidjewellery.com