Refund policy

Return and Exchange Policy

In-store purchases: If for any reason you are not completely satisfied with your purchase in store, you can exchange the item for other merchandise or store credit within two weeks from the purchase date. If an item is sized or is a special order, exchanges will not be accepted.

Online purchases: If you ever decide that the piece you have bought isn't right for you, returns are accepted within 14 days of delivery.

We have a 14-day return policy for online purchases, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, with tags, and in its original packaging. You will also need the receipt or proof of purchase. A 5% restocking fee will also be deducted.

To start a return, please use this page. Returns will need to be sent to the following address: Capilano Mall, 935 Marine Dr #47, North Vancouver, BC V7P 1S3

If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any return question at info@northamericagoldenstar.ca.

Made-to-order engagement rings, loose diamonds and gemstones

Pieces ordered through our online ring builder - made-to-order engagement rings, loose diamonds and loose gemstones - are covered by the same 14-day return window, with a few conditions that reflect the way they are made:

  • Approval Guarantee. Before a made-to-order engagement ring ships, we email you unedited photos and video of the finished ring for your approval. Nothing leaves our hands until you are happy with it.
  • Production time. Made-to-order engagement rings take approximately 30-40 days, and loose diamonds and gemstones take approximately 14-20 days, before they ship. Express shipping is not available on these items.
  • Loose diamonds and gemstones must be returned 100% identical and unaltered. Every stone is documented before it ships, and a stone that has been set, altered, re-cut or damaged cannot be refunded.
  • Any certificates included with your stone (GIA or equivalent, where the stone is certified) must be returned with the item.

Exceptions / non-returnable items

The following are final sale and cannot be returned or exchanged:

  • In-house custom design pieces - one-of-a-kind pieces designed and made for you by our jewellers, including pieces created by reworking your own jewellery. This is separate from the made-to-order rings and stones ordered through our online ring builder, which are covered above.
  • Special orders
  • Engraved and personalized items
  • Rings that have been sized, resized or altered
  • Custom-cut loose stones

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 10 business days have passed since we approved your return, please contact us at info@northamericagoldenstar.ca.