Exchange Policy
We stand behind every piece we craft. If something is not quite right, we are happy to help with an exchange.
Exchanges Within 30 Days
At Design Jewellers, we want you to be completely satisfied with your purchase. We offer exchanges only within 30 days of the original purchase date. We do not offer refunds or returns for store credit.
To be eligible for an exchange, your item must meet the following conditions:
Items That Cannot Be Exchanged
Due to the personalized nature of certain pieces, the following items are considered final sale and cannot be exchanged under any circumstances:
No Exchanges Permitted
Custom designed jewellery made to your specifications, including custom engagement rings, bespoke pieces, and made-to-order items.
Personalized and engraved jewellery including any piece that has been engraved, stamped, or otherwise permanently altered with custom text, initials, dates, or symbols.
Resized rings that have been altered from their original size after purchase at the customer's request.
Sale and clearance items purchased at a discounted price are final sale.
Exchange Process
We have made the exchange process as straightforward as possible. Here is what to expect:
Contact Us
Reach out by phone at (780) 489-0058 or email design@designjewellers.com within 30 days of your purchase. Include your order number and the reason for the exchange.
Approval
Our team will review your request and confirm your exchange eligibility. You will receive a confirmation email with instructions on how to proceed.
Return Your Item
Bring your item to our West Edmonton Mall location in its original packaging. If you are unable to visit in person, please contact us to arrange insured shipping. The cost of return shipping is the responsibility of the customer.
Inspection
Upon receiving your item, our goldsmith will inspect it to confirm it is in original, unworn condition with no signs of damage, wear, or alteration.
Exchange Completed
Once approved, you may select a replacement item of equal or greater value. If the new item is of greater value, you will be responsible for the price difference. If the new item is of lesser value, the difference will not be refunded.
Exchange Eligibility
| Item Type | Exchangeable | Conditions |
|---|---|---|
| Ready-to-wear jewellery | Yes, within 30 days | Unworn, original packaging, tags attached |
| Watches | Yes, within 30 days | Unworn, original packaging, warranty card included |
| Loose diamonds and gemstones | Yes, within 30 days | Unmounted, original certification included |
| Custom designed jewellery | No, final sale | Made to customer specifications |
| Engraved or personalized items | No, final sale | Permanently altered |
| Resized rings | No, final sale | Altered from original size |
| Sale and clearance items | No, final sale | Purchased at discounted price |
Something Not Right?
If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of receiving your order. We will arrange an immediate exchange at no additional cost to you, including covering all shipping fees.
Please include photographs of the issue when contacting us so our team can assess the situation quickly and get your replacement to you as soon as possible.
Frequently Asked Questions
Need to Start an Exchange?
Our team is here to help. Contact us with your order number and we will guide you through the process.
This policy was last updated on February 26, 2026. Design Jewellers reserves the right to modify exchange policies at any time.