Customer Service

SHIPPING + TURNAROUND TIMES 

LEAD TIMES

    • In stock/ready to ship jewellery typically ships within 2-3 business days, however due to current COVD-19 lockdown, your ready to ship jewellery will ship in 3-5 days. 
    • Made to order jewellery ships within 4-6 weeks.
    • Create your own ATTIC Ring ships in 6-8 weeks. 
    • Bespoke custom jewellery projects ship within 6-10 weeks of design approval depending on complexity of the piece. 
    • Rush orders can at times be accommodated; expand the section below for fees and details

  

CANADIAN SHIPPING

ATTIC offers complimentary insured shipping on all domestic orders. Depending on the value of your order, your shipment will arrive within 1-9 days shipping via Fedex Priority Overnight or Canada Post expedited service.


Orders under $2000CAD ship via Canada Post expedited service, while orders over $2000CAD will ship via FedEx Priority. Looking for faster shipping on lower value orders? Fedex Priority Shipping is now available at checkout.  

Please note, that due to COVID-19, shipping on-time guarantees remain suspended at this time.

Once your package has shipped, you will receive a tracking number. To ensure safe delivery of your order, a signature will be required on delivery.  Please note that we do not deliver to P.O boxes. 

  

US SHIPPING

ATTIC offers insured shipping on all US orders.  Depending on the value of your order, your shipment will arrive within 1-9 days plus customs processing time. 

    • Orders under $2000CAD - Shipping is $30CAD
    • Orders over $2000CAD - Shipping is $75CAD

Once your order has shipped, you will receive a tracking number.  

To ensure safe delivery of your package, a signature will be required on delivery. 

Duties and taxes are not included, and must be paid by the customer on importation of goods into the US.  Please note that we do not deliver to P.O boxes.  

 

INTERNATIONAL SHIPPING

International shipping rates vary depending on shipping location and value of goods.  

Please contact us for your shipping quote. 

 

RETURNS + EXCHANGES


We strive to create well-crafted, elegant jewellery that you will love and wear for many years.  If for any reason your new piece of jewellery does not meet your expectations, we are more than happy to offer a full refund or exchange within 30 days of your purchase.  If you are open to sharing it, w
e highly value our client's feedback and are always looking ways to improve.

Before shipping, please reach out for return instructions.  On receiving your return, a full refund will be processed within 1-3 business days.  


ATTIC does not offer returns or exchanges on customized collection pieces (including special ordered or gold karats) bespoke custom jewellery projects or loose diamonds.  

 

WARRANTY

We pride ourselves in creating well-crafted, lasting jewellery.  By following our Jewellery Care instructions, your jewellery should continue to look beautiful for years to come. In the event a piece needs attention, ATTIC offers a one year manufacturing warranty which covers repairs, cleaning and replacement of small stones.

 

After the first 6 months of wear it is advised that you visit ATTIC to have your ring claws setting checked and your ring cleaned.  Following the first six months, annual ring check ups and cleanings are recommended.


ONE YEAR COVERAGE

    • Jewellery check up
    • Professional ultrasonic cleaning 
    • Prong/setting tightening
    • Small stone replacement
    • Clasp replacement + chain repair
    • Surface refinishing 

 

LIFETIME COVERAGE

    • Jewellery inspections
    • Professional ultrasonic cleaning
    • Repairs for quoted price

EXCLUSIONS

Warranty does not cover stone chipping or trauma to jewellery caused by normal wear and tear.  It is advised that clients acquire jewellery insurance to protect against damage due to normal wear, as well as centre stone loss etc.
 Jeweller’s Mutual offers comprehensive jewellery insurance packages. 


Warranty does not cover jewellery set with gemstones provided by the client.  ATTIC works with professional gem-setters however, each time a gemstone is removed from a setting or set, there is a risk of injury to the gemstone.  It is advised that clients acquire their own insurance to protect against damage, stone loss if etc. 

COVID-19 SAFETY MEASURES


ATTIC’s Toronto studio will be closed to the public in accordance with regional restrictions, from April 8, 2021 until at least May 20, 2021. 

On re-opening, we will be taking a limited number of private in-person appointments again.  Here are the ways we are keeping your visit safe:

      • At 25% capacity, our studio space has a reduced occupancy to a maximum of 5 people
      • Appointments are kept to a limit of 30 minutes, with a maximum of 2 guests
      • We continue to practice social distancing
      • Masks are worn at all times inside (and available if you need one!)
      • Hand sanitizer is available throughout the studio
      • We allot time between appointments for jewellery disinfecting, surface cleaning and air circulation
      • In addition to ATTIC’s own portable air filtration, our building has increased the fresh outdoor air intake to our ventilation system, and installed HEPA filters in our washroom

     

    We look forward to the day we can reopen the ATTIC showroom as usual and see you all in person again. In the meantime, we’re here for you in other ways:


    Updated: April 16, 2021

     

    REPAIRS

    ATTIC jewellery is under warranty for one year.  If your jewellery requires a repair after this first year, let us know and we will provide you with a repair quote.  Repairs will be quoted following inspection. 

     

    Regular cleanings, inspections and good care will help your jewellery last the longest.  Learn how to protect, store, and clean your fine jewels on our Jewellery Care page. 

     

    ATTIC offers repairs on ATTIC pieces only, and does not work on jewellery made by other jewellers.

     

    CUSTOM DESIGN - TERMS + CONDITIONS

    ESTIMATES

    Estimates are valid for 30 days.  Final price is subject to change if any changes adjustments to the design are made. 

     

    SKETCHES + REVISIONS

    Initial top view sketches will be provided to confirm design direction.  Once deposit is received, 3D modelling of your jewellery will begin. One 3D model revision is included in the price of a custom project, however each additional revision may be subject to additional design fees. 

     

    DEPOSIT
    50% deposit is required to hold a diamond or gemstone and to begin 3D modelling and production of your jewellery.  By providing your deposit you agree to the terms and conditions outlined here. 

    PAYMENTS

    Payments can be made by credit card (Mastercard and Visa) or by e-transfer. Final payment is owing before order is shipped. 

     

    LEAD TIMES

    Production time 6-10 weeks on final design approval.

     

    RETURNS

    Returns or refunds are not accepted for custom jewellery projects or customizations of ATTIC collection pieces. 

     

    OWNERSHIP

    Attic Gold Ltd. retains ownership of all design concepts, including sketches, renderings, and 3D models. 


    RING SIZING 

    ATTIC offers one complimentary ring resizing within the first three months of receiving your ring. Subsequent ring sizings are available for a quoted price. 

    If you are unsure of your ring size, you can measure your ring size with our reusable Ring Sizer.  It is complimentary and shipped to you free of charge. 

     

    Please note that this sizer is used to measure finger size, but can’t be used to measure a ring. 



    ENGRAVING

     

    Machine and hand-engraving services available. 

    APPRAISALS

    Some insurance companies require an appraisal in order to insure your higher valued jewellery. 

    If you are looking for an appraisal, ATTIC offers third-party independent appraisals on ATTIC jewellery for $60.  Let us know when you are purchasing your jewellery and we will have your appraisal ready for on delivery.

     

    SETTING CLIENT GEMSTONES

     

    One of the things we love about fine jewellery is that it can be re-imagined, repaired and given new life.  Do you have a diamond or gemstone that you’ve been thinking about re-setting?  ATTIC accepts a limited number of heirloom gemstone projects a year, so if you have a project in mind, feel free to reach out - we’d love to help if we can. 


    Please note that jewellery set with client gemstones is not covered by the ATTIC warranty.


    RECYCLING OLD GOLD

     

    Gold is the best. It might get old, but it never loses its magic. 

     

    ATTIC is pleased to offer gold recycling services to local clients making a purchase of a new piece of jewellery from ATTIC. 

     

    Can you use your old gold to make a new piece of jewellery? Technically this can be done, however this is not a service that ATTIC offers at this time.  Instead, your gold would be recycled through our gold refining partner, and then you would be provided with a credit towards your jewellery purchase.  Clients wishing to use the ATTIC’s gold recycling service must have their old gold jewellery inspected, weighed and tested at ATTIC’s Toronto studio.  


    Did you know that many ATTIC collection pieces are made from 100% recycled gold?  We buy this recycled gold from the same refinery where your old gold and our studio gold scraps get recycled. 
     

     

     

    RUSH ORDERS

     

    Depending on current volumes, we can, at times, expedite some ATTIC orders upon request for a fee. 

     

    Contact us with your special date, or write a note with your order at checkout to request this added service. 

     

    We carefully evaluate every rush request against our production schedule and will respond to each inquiry for confirmation and invoicing. 


    Rush fees start at $100CAD (plus applicable taxes). Contact us for more information.