Policies & Guarantees
*Delivery is free within Canada unless the address is out of the FedEx delivery area, then special charges may apply.
*Delivery to countries other than Canada available. Some delays may occur due to customs clearance.
*Deliveries will be sent out on the soonest available business day upon completion of your piece and after the final payment has been made if utilizing our special payments option.
PAYMENT AND PAYMENT OPTIONS
Payment Types: We accept MasterCard, Visa, and American Express, and Canadian etransfers.
Payment Options: Once the initial 50% deposit is made we can offer you payment options on the remaining amount. We are able to accept 10% of the total amount over the next 5 months for no extra fee. Your piece will be mailed to you upon completion of payment.
CANCELLATION AND RETURN POLICY
Regardless of product type and due to the nature of custom hand-made pieces, we cannot accept any returns. We do warranty our products for LIFETIME on any faulty workmanship resulting in breakage of your piece (see guarantee). We will repair your piece free of charge. The only fees involved are shipping to and from your location, we do not reimburse shipping costs on free services.
Regarding cancellation, we are able to cancel the custom process at any time but hold the rights to retain minimum 25% deposit for work completed depending on the process stage completed.
We guarantee all items from manufactured defect. Our jewellery is built to last. If you do ever have a problem however, we are available to listen to your issue and deal with it in a prompt and courteous manner. Please read the item descriptions carefully. Unfortunately we cannot accept returns of altered or custom merchandise.
ITEMS NOT GUARANTEED
We cannot guarantee against damage done by the customer to the jewellery item by accident or otherwise, including wear and tear.
Gemstones scratched or chipped, cleaved, or broken due to the wearer's negligence
Glued items such as pearls
Items lost by or stolen from the client
Patination (Blackening) - similar to gold plating, patination can wear off within 6 months, if this occurs, ship it back to us with postage pre-paid and we'll re-blacken it for FREE!
RING SIZING AND RE-SIZING
For custom orders, if your ring doesn't fit we will re-size your ring within 30 days of purchase at NO CHARGE.* Note: sizing (fitting) must be done by a professional jeweller, we cannot guarantee fitting unless sizing (fitting) of your finger is done by ourselves or another professional jeweller).
Unfortunately we cannot re-use a customer's diamond or gemstone to re-set if it has been chipped or broken in any way. Resetting can cause additional damage to the gemstone.
Please allow 4 - 6 weeks after concept of the design has been approved by you, for the completion of your custom jewellery.
All custom pieces require a 50% deposit before beginning.
Appraisals can be provided FREE for all custom orders over $2000. We only use accredited appraisers not affiliated with our company to avoid conflicts of interest.
We maintain the rights to all designs created by Pome Design.
* Policies and Guarantees may change without notice*