Customer Care

FOR GENERAL PRODUCT INQUIRIES
Please contact us at info@deessejewelry.com

FOR PRESS-RELATED INQUIRIES
Please contact us at info@deessejewelry.com

FOR WHOLESALE/RETAIL INQUIRIES
Please contact us at info@deessejewelry.com 



Our Jewelry
Each design is a blending of organic stone and precious metal. We use precious metals such as 14k or 18k rose, yellow or white gold and sterling silver from our recycled and reclaimed sources. All our solid gold jewelry is crafted with 10k, 14k or 18k gold which we favor for its warmth, purity and durability. All our genuine gemstones are conflict-free and fair trade. Gemstones are untreated and sourced in eco-friendly ways. We use conflict-free Canadian-mined diamonds exclusively for all our diamond jewelry pieces. 

Our collection is entirely handcrafted by our master goldsmiths in our Toronto studio. Handmade jewelry have a feel and quality that mass-production underscores. Each piece is one of a kind. Due to the nature of handmade items, there may be slight variations in each piece. Our jewelry is made using natural gemstones and no two stones made by nature are exactly the same. Uniqueness in handmade is inevitable, which adds to the allure of every piece.

Orders
Our jewelry is made to order and may take up to 3 weeks to be prepared for shipment. During periods of higher volume, production time may increase to 4-6 weeks. We strive to fulfil your order in a timely manner. However, due to the handmade nature of our products we ask that all customers be aware of this production window. We do try our best to ensure items are in stock. All in stock items are processed and shipped within 24-48 hours. Production time when resizing is required is 1-2 weeks. Please contact us if you need an order by a certain date, and we will do our best to meet your request. 

We offer complimentary gift-packaging with every order in our signature rose quartz uncoated-cotton boxes & our logo stamped in rose gold. If you would like a personalized message card included, please let us know with your order.

Shipping
We ship internationally via Canada Post Air, with arrival in approximately 1-2 weeks for domestic orders; and arrival in approximately 2-4 weeks for international orders. You will have a chance to upgrade your shipping method during checkout. Once production is completed, all orders are processed and shipped within 24-48 hours, weekends and holidays excluded. You will automatically receive an email notification upon shipment of your order that includes a link to your tracking information which you can access anytime. We do our best to ensure for a safe and smooth arrival in your country, however we are not responsible for any lost that occurs. Occasionally packages can be delayed while clearing customs in the destination country. We are not responsible for any additional taxes and duty fees incurred by your country.

We offer complimentary domestic and international shipping on all orders over $200usd. For special arrangements with a freight carrier of your choice (Fedex, Purolator), please contact us for a quote.

Payment
We accept all major credit cards and/or wire transfer from your bank account through our secure payment getaway. You don’t need to have an account to pay, you can use any major credit card. You will have the opportunity to enter any promotional or coupon code at the last step of the checkout process. The special savings will be reflected in your total price upon completion of the checkout process. All shop currencies are displayed in USD.

Custom Consultations 
We offer consultations for custom bespoke pieces by appointment only. Please contact us to book an appointment. We require a 50% non-refundable deposit to begin the work, with the balance due on completion (plus shipping). For orders under $1000usd, a full deposit is required. The production time for bespoke jewelry varies between 4-6 weeks, depending on the complexity of the design. Due to the fragile nature of materials during the goldsmith process, we cannot work with client’s existing stones or heirloom jewelry. Please note that due to the special nature of the work, custom orders are final sale.

Jewelry Care
If treated properly, the gold jewelry you purchase today can last a lifetime. It can however, dent, scratch or bend if not treated gently. To clean, gently use a little bit of warm water and soap, and our soft pouch to dry and shine after. Due to the delicate nature of fine jewelry and gemstones, each piece should be handled with care. Please be mindful when wearing gemstone jewelry and avoid direct knocks or blows which can loosen or fracture stones. We highly suggest taking off your jewelry before any rough handwork and before contact with chemicals, ensuring and preserving the quality of each piece. Gold and silver jewelry can tarnish when stored for long periods of time without being worn. Store jewelry individually in a safe place when not worn to avoid damage or scratches. We do not recommend using commercial jewelry cleaning solutions or swimming in salt or chlorinated water with your jewelry.

Return Policy
We try to describe the product as accurately as possible and work to find the perfect piece you are looking for. Due to the unique handmade nature of our jewelry, no refunds or exchanges are accepted. Please be aware of this before your purchase. Please note that since all bespoke and solid gold jewelry are made to order, they are final sale. Exceptions to this rule applies to defected or damaged products. Please contact us if you need any additional information or have any questions, we'll do our best to ease your mind.

Repairs
We stand behind the quality material and workmanship of our jewelry and are happy to provide repairs due to breakage or damage for one week. This warranty does not cover general wear & tear or lost stones. After one week, we will charge a fee depending on the repair, which includes shipping expenses. Please contact us first for information on initiating your repair. Please note that repairs do not include re-sizing and based on stones or designs, not all rings can be resized. Please kindly consider your ring size. 

Ring Sizes