Shop Policies and FAQ
Custom Orders and AlterationsWe are not able to accept custom orders at this time. If you would like to alter a piece that is listed in the shop, please contact firstname.lastname@example.org. Requests for alterations are not guaranteed to be accepted as some materials may not be readily available.
Cancellation and Refund Policy
Returns and Exchanges
All sales are final and we cannot accept returns or exchanges for any items at this time due to the custom nature of each collection. We recommend that you read the item description carefully before completing your purchase.
If you would like to have a piece of jewelry adjusted to fit you just right. It is recommended that you contact us at email@example.com before purchasing your piece. Requests for alterations are not guaranteed to be accepted as some materials may not be readily available.
We are happy to accept cancellations if you contact us within 24 hours of your purchase. After this time, your order cannot be cancelled and refunded as it is already prepared for shipping.
Damages and Issues
Please inspect your order upon receipt and contact us immediately at firstname.lastname@example.org if the item is defective, damaged or if you receive the wrong item, so we can evaluate the issue and make it right.
Order Processing Time
Please allow two to three business days for order processing. If there are unforeseen delays, you will receive a message from us.
All orders shipped within Canada are shipped via Canada Post. If you would like a tracking number, please select an option that includes a tracking number during check out.
All orders shipped internationally are shipped via parcel mail with a tracking number. They are shipped with Canada Post and passed over to the mail services in your country. You will receive an email with the tracking information after your order has been dispatched.
Customs and Import Fees
Primordial Gems is not responsible for any customs or import charges that may apply. We are also not responsible for any delays through customs.
We aim to wrap each package beautifully and our packaging is plastic-free. Each piece of jewelry will be wrapped in an individual box with an anti-tarnish strip. Every order comes with a free jewelry polishing cloth. For more information on how to care for your silver jewelry, please check out our Silver Care page.
Materials used in the pieces are always detailed in the item's description. Primordial Gems jewelry is handcrafted using primarily 925 sterling silver, fine silver and natural gemstones.