Common Questions
Answers to the questions we hear most often. If yours isn't here, contact us — we're happy to help.
Ordering & Shipping
How much is shipping, and how long does it take?
Shipping within North America is complimentary on purchases over $500. Under $500, a flat fee of $15.00 applies within Canada and $40.00 to the USA. Orders of $1,000 and over are sent FedEx overnight with tracking information and a signature required.
Please note: shipments to the USA are currently subject to a 50% tariff. All US-bound orders are verified with you before shipment so the tariff responsibility is understood. See our Shipping Information page for full details.
Do you ship internationally?
We ship across Canada and the USA.
Is my order tracked?
Yes — every order ships with tracking information provided, and a signature is required on higher-value shipments.
In Stock vs Made to Order
What's the difference between In Stock and Made to Order?
In Stock pieces are ready to ship right away. Made to Order pieces are crafted for you after you place your order.
How long does a Made to Order piece take?
Made to Order pieces typically take 4–5 weeks.
Sizing
How do I find my ring size?
See our Ring Size Guide, which includes a printable ring sizer you can use at home. You can also come in and we'll size you in person.
Can my ring be resized later?
Every ring purchased at Stones Jewellery can be resized once at no charge at any time after purchase. Check the "sizeable range" in the product description, or ask us about your specific piece.
Returns & Warranty
What is your exchange policy?
Unworn pieces in like-new condition can be exchanged within 30 days for equal value. The original bill of sale must be present, and the name on it must match the person exchanging. Sized rings, custom orders, engraved pieces, altered pieces, and jewellery care products are not typically accepted for exchange. See Returns and Exchanges for full details.
What does the warranty cover?
The majority of our pieces come with an included warranty covering the stones and setting — and it does not expire. Damage or loss not covered under warranty is still repaired at our cost, which means we don't make a penny on the repair.
Certain exclusions apply: sensitive centre stones (including pearls, emeralds, opals, jade, amber, turquoise, lapis lazuli, coral, malachite, tanzanite, beryls, ammolite, rhodochrosite, moonstone, and zoisite) are not warranted against chemical damage or rough wear, and some imported Italian gold pieces carry exclusions. See our Warranty Policy for the full details.
Custom Design & Repairs
Do you make custom pieces?
Yes — many of our pieces are Stones Jewellery original designs. Book an appointment to start the conversation about your custom piece.
Do you do repairs?
Yes. Come in and we can usually get you a quote within 2–3 business days.
Layaway
How does layaway work?
Layaway lets you reserve a piece and pay for it over time. Your piece stays with us until it is fully paid for — you can take it home once the final payment is made. See Layaway Options for details.
Jewellery Care
How do I care for my jewellery?
See our Jewellery Care guide, and our Jewellery Care Products collection for cleaners and polishing cloths.
Visiting Us
Where are you located, and what are your hours?
You'll find us in the Fairmont Empress in Victoria, BC. See our Hours page for current store hours, or call us at 250-382-4841.
Do I need an appointment to visit?
No appointment is needed — walk-ins are welcome. If you'd like dedicated one-on-one time, you can book an appointment.
