Frequently Asked Questions

Ring sizes

It is recommended that fingers be measured at the end of the day, when they are at their largest diameters. Humidity, water retention and temperature can effect ring size.

  1. Wrap a piece of string or paper strip around the base of your finger.
  2. Mark the string or paper where it overlaps to form a complete circle.
  3. Measure the length of the section of string or paper where it overlaps around the finger.
  4. Please call or email us and we can determine the size.

Reviewing a CAD

Please take into consideration the following points when reviewing a CAD.

The rendering is meant to give you more “true to life” representation of the piece as it is created with specific measurements. However there are some elements that may seem larger or exaggerated. For example, the piece appears slightly heavier than the finished product. This happens because we must add metal to account for processes such as: casting shrinkage, gem setting and polishing techniques. In each of these steps, metal is expended.

The claws, bezels or beads are also purposely larger than the finished product. Our gem setter needs enough metal to push over the stone and securely fasten the gem in place. They are then shaped and polished to the specifications of the design. If you do not see beads in the rendering, they will be raised by hand by our gem setter. The smaller stones that you see are just “placeholders” and once actually set, will be closer together. Linda oversees each step along the way ensuring the best techniques are employed and that the integrity of the design is preserved.

Lastly, don’t fear: Your finished piece will not be blue, green or purple! This step requires a highly trained individual to operate the comprehensive software to render images. This is just how the program is designed. In some cases, we can ask the artist to render the drawing in colours close to its actuality.

If these points do not answer your questions or curb your concerns, please do not hesitate to be in touch.

Design Consultation & Custom Procedures

During a Penwarden Fine Jewellery consultation, a client has the opportunity to discuss design concepts and materials with Linda or a member of her professionally accredited team of jewellers.

We are able to source and share diamonds and coloured gemstones of various sizes, qualities, price-points and shapes to help guide or dictate the design process.

Once initial concepts have been discussed, a design fee will be collected to begin hand sketches or a CAD rendering. This will be applied against the cost of the finished piece.

An estimate is provided based on the chosen design and a 50% deposit is collected to begin production. Depending on the complexity of the project and approval of the design, a 6-8 week. Please let us know up-front about any special circumstances surrounding your deadline.

If time permits, you may choose to: review the CAD and wax model, try a ring on before setting stones and have your jewellery appraised by our third party appraisal house.

Payments

We accept Visa, MasterCard, America Express, Debit and PayPal for online sales.

Shipping

When in stock, items will ship within 3 to 5 business days from order date. If an item is not in stock or is custom-ordered, we will advise you of the timeline for creation and delivery. We ship worldwide, prices vary by location.

Cancellations

Custom orders of jewellery cannot be cancelled once production has commenced. A partial refund may be made depending how far along the order is. This will be decided on a case by case basis. You may cancel other orders provided the item has not shipped.

Returns

All custom and special orders require a 50% non-refundable deposit which can not be cancelled or returned.

Selected regular priced in stock products can be returned within 14 days of purchase. Any product accepted for return must be in original and unused condition with original undamaged packaging.

Returns will be credited by using the original method of payment only if accompanied by original receipt. Cash or cheque returns can take up to 2 weeks to process. Items returned longer than 14 days and without original receipt may be considered for exchange or store credit only.

In stock items or orders accepted for return or cancellation may be subject to a 25% restocking fee.

No returns or exchanges on the following: Special Orders, Custom Orders, Sale Items and Altered Items.

Taxes

All applicable taxes will be charged for orders within Canada. Customers may be subject to import duties and taxes which are assessed once a shipment reaches your country. Any additional customs clearance charges must be paid by the customer. Penwarden Fine Jewellery has no control over these charges.

Guarantee

Penwarden Fine Jewellery uses the finest materials and employs quality local labour for the assembly and manufacture of jewellery. We guarantee that pieces are manufactured with care and are carefully inspected.

We will, without labour or material charges, repair or replace any defective pieces we see as a result of manufacturing, for a period of one year from the date of purchase. Proof of purchase must accompany items being returned for warranty work. Shipping charges may apply. Please contact us for a return authorization. Please clearly label packages as follows when returning for repair:

PENWARDEN FINE JEWELLERY
WARRANTY WORK
631 Mount Pleasant Road
Toronto
Ontario M4S 2M9
Canada