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Frequently Asked Questions

All your most common questions answered by our specialists. Don't see what you're looking for? Just contact us!

Appointments

Do I need to make an appointment?

Our showroom is by appointment only, though if you do come by we will do our best to fit you in. If we are booked up for appointments and you are wanting to discuss a specific design or custom order then we may need to schedule you in for a future date.

There are no appointments the day I would like to come in, can I visit anyway?

If we are fully booked we will have limited time to help walk-in appointments so we may not be able to help you as much as we would like. If you are able to email or call us ahead of visiting, we can do our best to fit you in at a time that suits us both.

Shipping

How does shipping work?

If we are shipping within Canada we use Purolator’s express service which is tracked, insured, and a signature is required. If we are shipping to the USA or internationally we use DHL express service which is tracked, insured, and a signature is required. Please make sure you are available to receive the package or contact us asap if you need to make alternative arrangements. Please note that all USA and international orders will be required to pay duties and taxes upon arrival to your home country.

Do you ship internationally?

Yes! We regularly ship all over the world.

Please note that all countries will charge import duties/taxes on goods made and purchased abroad, i.e. outside of Canada. The total tariff will be based on the declared value of your purchase which we are required to include with your shipping documents. The tax rate imposed on packages varies from country to country and it is the sole responsibility of the buyer to gather this information and budget accordingly. Outstanding duties will be brokered and charged via DHL when your package arrives at customs in your country. The duties must be paid in full before your shipment is allowed to clear customs for delivery to its final destination. 

If I live locally, can I pick up?

Yes! If you have placed your order online and live in the area please select the “Hand Pickup” option at checkout and you will not be charged for shipping. We will then let you know when the order is ready for collection at our Gastown studio.

Returns policies

Engagement Rings & Wedding Bands

As our rings are all custom made we are unable to offer returns, exchanges, or cancellations of engagement rings or wedding bands once production has started.
In the case of re-sizing or if you have any questions at all, please contact us.

Evorden Everyday Collection

As our rings are all custom made we are unable to offer returns, exchanges, or cancellations of engagement rings or wedding bands once production has started.
In the case of re-sizing or if you have any questions at all, please contact us.

Vintage Jewellery

All vintage jewellery is final sale, non-exchangeable and non-refundable. 

Timeline

How long does is take for me order to be made, will it ship right away?

All rings, aside from vintage and rings in our ready to ship collection, are made to order. Once the order is placed, the design finalized, and the stone selected, production will begin and typically take 6-8 weeks (wedding bands 4-6 weeks). Please contact us if you need the ring sooner than 8 weeks. Vintage rings will be shipped out within 1-3 weeks. With all Evorden Everyday Jewellery, production timeline is 3-4 weeks. 

How long does is take to make a custom ring?

For custom rings, we usually spend an additional 2 weeks confirming the details of the design and creating a CAD rendering of the ring before we are able to start production. Depending on the complexity of the design and the number of changes we make during this process it can take longer than this to complete the design stage. Once the design is confirmed production will take 6-8 weeks as usual. 

Rush Orders

I need my order right away, can I rush it?

Yes! For the majority of orders we are able to rush the timeline of your ring for a fee, please reach out to us via email at hello@evorden.com and let us know the date you would like to receive your ring and we will do our best to make it happen.

How much is it to rush my order?

If we are able to put a rush on the production, the price will depend on how many weeks we have to work on your order. We are a small team and the less time scheduled for production the more expensive the rush. Our fees range from $100-$500 CAD.

Customisation

Can you put a diamond in this ring?

A traditional white diamond can be placed as the centre stone in most of our ring designs. A selection of our ring listings offer this option under the “Centre Stone” dropdown, while the ring listings without will require a custom order be placed, as sourcing the diamond will be more particular. There are many traits and qualities to consider that vary from stone to stone and range greatly in price. 

I'm in love with one of your designs but I don't see an option for the gemstone I want. Is it possible to change the centre?

Yes! Please email us and let us know what design and gemstone combination you are looking for and we will get back to you within 48 hours with a quote.

I have a stone already, can you put it into one of your designs?

Yes, If you already have a stone we will need to see it to determine if we are able to work with it, if you are local please book a custom appointment, or reach out to us at hello@evorden.com if you are unable to visit us. 

I have an heirloom ring I would like to rework, is this possible?

Yes! The best thing to do is to schedule a custom appointment at our showroom, if you are unable to visit us you can send us an email with a picture of your ring and what you would like to create and we can go from there!

How much does a custom ring cost?

We work with a range of budgets, so if you are looking to just make a small adjustment to an existing design from our collection or create something entirely new just send us an email with your ideas and we can get back to you with options within your budget. Custom CAD design fees are worked out depending on the complexity of your design and can range from $150- $800CA.

Sizing

How do I find out my ring size?

Working out your ring size can be tricky, but we are here to help! If you are local please make an appointment at our showroom and we can size you there. For customers unable to visit us we can send you an at home ring sizer, just email us to request one. If you are trying to find your partner's size while keeping  the proposal a surprise, please see our sizing guide for tips!

My ring doesn't fit, can you change the size?

Mostly yes, we offer one free resize after purchase for all orders, though you will need to pay the shipping costs if you are not local. The exceptions to this are eternity rings and tungsten bands which cannot be resized.

Other Questions

Do you charge taxes?

For our Canadian customers you will be charged the appropriate provincial and federal taxes (PST/GST/HST/QST).

For International orders we will not charge you tax directly but please check your countries international import tax policies as you will be responsible for the payment of these once the package reaches your border.

Do you provide insurance?

We do not provide insurance through Evorden, however once your ring has been appraised we recommend having it insured, in case of theft, loss, or damage. We would suggest contacting your home or rental insurance provider as they can often cover engagement jewellery. 

Do you offer financing options?

We do not offer financing at this time but we are able to split payments into instalments. If this is something you are interested in, please reach out to us via email.

What is an appraisal?

An appraisal (also known as a jewellery evaluation) is a document provided with your ring purchase from a third party professional jewellery appraiser that describes the ring being valued and then gives a price that the item should be insured for. You will receive 2 copies, one for yourself and one to be given to your insurance provider.

What's your warranty policy?

Warranty Policy
At Evorden, we take immense pride in the exquisite craftsmanship and quality of each ring we create. As a testament to our commitment to your satisfaction and confidence in our work, we offer a 24-month manufacturer's warranty with every ring purchase. This warranty does not cover normal purchaser wear from daily use of the jewellery, such as minor scratches or dents.


This warranty guarantees the high standards we uphold throughout the consulting, design, and
production process. In the unlikely event that any unforeseen defects or craftsmanship errors occur
within the specified 24-month period, we’re ready to provide you with dedicated support and assistance.


Please contact us at hello@evorden.com with any warranty-related inquiries.


To expedite the process, provide information such as your name, purchase information, photos of the
issue, and proof of purchase. Repair times are variable depending on the work required but rest assured that our team will work closely with you to address and rectify the situation swiftly.


Your happiness and complete satisfaction with your ring are of paramount importance to us, and we’ll make every effort to ensure your cherished piece is restored to its pristine state. We understand the sentimental value of your ring and the significance it holds in your life's journey.

Shipping
Shipping to Evorden under the warranty policy is to be covered by the purchaser, including all related
costs. Current shipping rates may vary. Please contact us for more details.


The cost of shipping will be refunded if the issue is found to be covered under warranty and complimentary return shipping back to the purchaser is provided following a warrantied repair. This offer does not extend to resizing, cleanings, and related non-warranty services.


Warranty Exceptions
The above policy excludes accidental damages, neglect, or abuse caused by the purchaser. Regular
maintenance and cleaning of your jewellery pieces is the best way to prevent issues from arising.
The warranty policy does not cover situations that fall outside of manufacturing errors or defects. Known issues that are not considered manufacturing errors include, but are not limited to, the following:


● Damage to prongs and other sensitive areas of the jewellery by everyday wear.
● The loss of a gemstone due to an error on the wearer’s part.
● Accidental damage caused by wearing the ring while partaking in intense exercise, sporting
events, physical work, etc.
● Any discolouration of metals or stones caused by chemicals, or prolonged immersion in
potentially damaging liquids (pools, hot tubs, etc.).
● Certain precious metals may show normal signs of wear and tear over time. Minor restoration
work is considered standard for high-value jewellery as the years pass.


Evorden is not responsible for any damage or defects that are caused by work performed on the ring by another jeweller/company. Any repair or maintenance services provided by another jeweller or company may render Evorden’s warranty void. The loss of stones may not be covered under the warranty.


Warranty Period
The 24-month manufacturer’s warranty policy comes into effect when the ring is in the possession of the purchaser.


Insurance
Please consider insuring your ring purchase to safeguard against loss, theft, or accidental damage.
Evorden is unable to recommend specific insurers but consult with your preferred insurance provider if this is a service they offer.

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