Frequently Asked Questions

Sphinx & Emeralds currently ships within Canada only.

Each piece is prepared in limited batches or made-to-order. Our timelines reflect careful sourcing, small-scale production, and secure delivery.

Sphinx & Emeralds operates in small, intentional batches to maintain quality and reduce excess production.

For select website pieces that require additional production, estimated timelines are:

• Production: approximately 2 weeks
• Shipping transit: approximately 1–2 weeks

For customized or made-to-order pieces, estimated timelines are:

• Stone sourcing: approximately 1 week
• Production: approximately 2–3 weeks
• Shipping transit: approximately 2 weeks

Timelines may vary depending on design complexity, stone availability, and batch scheduling.

Clients will be notified if additional time is required.

Many of our pieces are handcrafted abroad in small quantities.

We manage all customs clearance and duties directly. Clients will not incur additional import charges upon delivery.

While we oversee the clearance process, any delays caused by customs authorities are beyond our control.

Orders are shipped via Canada Post or Purolator, selected based on destination and delivery efficiency.

All shipments include tracking.

We currently offer standard shipping only.

Orders over CAD $500 (before tax) qualify for complimentary tracked shipping.

Orders below this threshold are charged a flat rate calculated at checkout.

Once a package is marked as delivered by the carrier, Sphinx & Emeralds is not responsible for loss or theft after confirmed delivery.

If a package is lost in transit prior to confirmed delivery, we will issue a replacement at no cost.

Clients are responsible for ensuring shipping information is accurate. If an order is returned due to an incorrect address, reshipment fees may apply.

Orders may be cancelled within 24 hours of purchase.

After this period, production or sourcing may have already commenced, and cancellation may no longer be possible.

Customized and made-to-order pieces cannot be cancelled once production has begun.

We stand behind our craftsmanship.

Each Sphinx & Emeralds piece is covered by a lifetime warranty against manufacturing defects.

This includes:

• Structural faults in metal
• Setting failures due to craftsmanship
• Stone loss resulting from a verified production defect

If an issue arises due to manufacturing, we will repair or replace the piece at no cost.

Fine jewelry naturally evolves with wear.

The following are considered normal wear and are not covered under warranty:

• Surface scratches
• Sterling silver oxidation
• Gold plating fade over time
• Bent bands due to pressure or impact
• Stone loss resulting from impact, force, or improper care
• Damage caused by exposure to chemicals or water

Gold plating is a surface finish and will gradually soften with regular wear. This is an inherent characteristic of plated jewelry.

We offer repair services beyond warranty coverage.

Repairs are assessed individually. If damage is not due to manufacturing, a repair fee may apply.

At this time, resizing is not available.

Clients must contact us prior to mailing any item for assessment.

We design with intention and care.

Longevity depends on both craftsmanship and how a piece is worn. We are always available to guide you in maintaining your jewelry for years to come.

We want you to feel confident in your purchase. If something isn’t quite right, we’re here to assist within the guidelines below.

Returns are calculated from the date of delivery.

Within 7 days
Eligible for a full refund to the original payment method.

8–30 days
Eligible for store credit or exchange.

After 30 days
Eligible for store credit only.

All returns must be approved prior to shipment.

Final Sale Items

The following are final sale and not eligible for return or exchange:

• Earrings (for hygiene reasons)
• Made-to-order pieces
• Solid gold pieces produced upon order
• Any piece customized from its original website specification (including special stone requests, size alterations, or material changes)

Once a design has been modified at the client’s request, it becomes final sale.

Returned items must be:

• Unworn
• Undamaged
• In original condition
• Returned with original packaging

Items showing signs of wear, damage, or alteration may not qualify for refund or credit.

Return shipping is covered by Sphinx & Emeralds for approved returns within the eligible window.

Clients must contact us prior to mailing any item back. Unauthorized returns may not be accepted.

Exchanges are available within 30 days for eligible pieces. If exchanging for a higher-priced item, the difference will be invoiced separately.

Orders may be cancelled within 24 hours of purchase.

After this period, sourcing or production may have begun and cancellation may not be possible.

Customized, made-to-order, and solid gold pieces cannot be cancelled once production has commenced.

Every Sphinx & Emeralds piece is presented with intention.

Our packaging is designed to protect, preserve, and complement the jewelry — refined without excess.

Bracelets and necklaces are presented in a long velvet buttoned case, accompanied by:

• A microfiber polishing cloth
• A care card
• A wear classification indicator

Each box is marked with a discreet sticker identifying the piece as Daily Wear, Occasional Wear, or High Care, guiding longevity from the moment it is received.

Rings and earrings are presented in a structured box with a velvet pouch, accompanied by:

• A microfiber polishing cloth
• A care card
• A wear classification indicator

Packaging remains consistent in quality and intention across all categories.

Jewelry carries meaning.

At checkout, you may request:

• A complimentary handwritten gift note
• A gift receipt with pricing removed

All pieces are packaged discreetly and securely for delivery.

Some pieces are chosen.
Others are built from intention.

Sphinx & Emeralds offers custom commissions on a limited basis. Each project is treated as a structured collaboration grounded in clarity, transparency, and defined timelines.

Custom work is not transactional — it is a process.

Every custom commission begins with a consultation.

During this stage, we discuss:

• Design direction
• Stone preferences
• Metal selection
• Budget parameters
• Timeline expectations

Following consultation, we provide conceptual visuals (including AI-assisted renderings where applicable) to refine direction before formal design begins.

Consultation time is not included in production timelines.

A 50% deposit is required to initiate a custom commission.

The deposit:

• Secures stone sourcing
• Locks in precious metal pricing
• Allocates production scheduling

Deposits are refundable only within 24 hours of payment.

Once sourcing or project processing begins, the deposit becomes non-refundable.

Precious metal pricing is locked at the time the deposit is received.

We present curated stone options aligned with your design direction and budget.

There are no additional sourcing fees.

In rare cases involving unusual cuts or rare stones, sourcing timelines may extend beyond one week.

Stone availability may impact overall project timelines.

Final stone selection must be confirmed prior to CAD development.

Following stone confirmation, we provide CAD renderings for approval.

Revisions are collaborative. We allow refinement rounds as needed to reach a final approved design.

However:

• Revisions must remain within the original design scope.
• Significant redesign may require timeline adjustments.
• After final CAD approval, no further changes may be made.
  

Final approval constitutes authorization to begin production.

Excluding consultation and concept development, estimated timelines are:

• Stone sourcing: approximately 1 week (longer for rare cuts or specialty stones)
• Production: approximately 2 weeks
• Shipping within Canada: approximately 1–2 weeks
• Custom commissions are project-based and may vary depending on complexity.

Timelines are estimates, not guaranteed delivery dates.

We are not liable for delays caused by sourcing constraints, production scheduling, customs processing, or carrier delays.

The remaining 50% balance must be paid prior to shipment.

Custom pieces will not be dispatched until full payment is received.

All custom, modified, personalized, or made-to-order pieces are final sale.

Once production has commenced:

• Cancellation is not permitted
• Design changes are not permitted
• Refunds are not available based on aesthetic preference

Approval of CAD design confirms acceptance of final structure and design.

If a verified manufacturing defect occurs, we will:

• Repair the piece at no cost, or
• Replace it with the same design at our discretion

Normal wear, impact damage, misuse, or dissatisfaction with design preference are not considered defects.

Custom commissions do not grant design exclusivity.

Sphinx & Emeralds retains the right to reproduce, adapt, or reinterpret custom designs for future collections or clients.

All intellectual property rights remain exclusively with Sphinx & Emeralds.

Custom work requires mutual clarity.

By proceeding with a custom commission, you acknowledge that:

• Jewelry is handcrafted and may contain minor variations
• Natural gemstones vary inherently
• Timelines are structured but not absolute
• Collaboration requires responsive communication

Unrealistic delivery expectations, repeated scope expansion, or deviation from approved designs may result in timeline adjustments.

Sphinx & Emeralds reserves the right to decline custom commissions that fall outside design capability, material integrity standards, or brand alignment.

Email us at kris@sphinxandemeralds.com.

Within 2–3 business days.

Yes — we provide bilingual support in English and French.

Yes — authorization is required for all returns or repairs.

Email us and we’ll be happy to help.