Refund policy

Canada Orders - Loose Diamonds

We offer a 14-day return window on eligible loose diamonds. You must request a return within 14 days of the date your order is delivered.

To request a return, contact us at goldsmith@theloupeandco.com.

Please do not send a return to any address without prior authorization. Once your return request is approved, we will provide the correct return address, shipping label, and return instructions.

Canadian customers are eligible for one prepaid return shipping label per customer within any 90-day period. Additional eligible returns during the same 90-day period will be subject to a $50 CAD restocking fee and the cost of return shipping.

Return Eligibility

Returned items must be unused, unaltered, undamaged, and in their original condition and packaging.
Loose diamonds must be returned with the original grading report, certificate, packaging, and all included documentation.
Loose diamonds that have been set after delivery, and any items resized, engraved, altered, or damaged after delivery or returned without required certificates or documentation, may not be eligible for return.
Items sent back without first requesting and receiving return authorization will not be accepted.

Tennis Bracelets and Earrings

Eligible tennis bracelets and earrings, including made-to-order earrings, may be returned if you contact us at goldsmith@theloupeandco.com within 5 calendar days of the date your order is delivered.

To be eligible, the item must be unworn, unused, undamaged, and in its original condition and packaging, with all included documentation. Items altered or repaired after delivery are not eligible.

Please do not send a return without prior authorization. Once your return request is approved, we will provide the correct return address, shipping label, and return instructions.

No restocking fee applies to an eligible tennis bracelet or earring return. A $35 CAD return shipping fee will be deducted from the refund, and original shipping charges are non-refundable.

Return requests made more than 5 calendar days after delivery are not eligible, except where required by applicable law.

Custom and Made-to-Order Jewelry

Except for eligible tennis bracelets and earrings described above, custom, made-to-order, resized, engraved, or altered jewelry is final sale and is not eligible for return or exchange once production or setting work has begun.

Jewelry orders may be canceled before production or setting work begins. Once production or setting work has started, the order cannot be canceled.

These restrictions do not apply if an item arrives damaged, defective, or different from what was ordered.

Damages and Order Issues

Please inspect your order upon delivery. Contact us immediately at goldsmith@theloupeandco.com if your item arrives damaged or defective, or if you receive the wrong item. We will review the issue and provide an appropriate resolution.

Exchanges

We do not process direct exchanges. To purchase a different eligible item, return the original item in accordance with this policy and place a new order after the return has been approved.

Refunds

We will notify you after your return has been received and inspected.

If the return is approved, the refund will be issued to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund.

Any applicable restocking fees or return shipping charges will be deducted from the refund.