FAQs

Shipping

How much is shipping?

Shipping is on us Canada wide.

Where do you ship?

We ship everywhere in Canada with the exception of Quebec.

Is a signature needed and can you ship to a PO Box, APO or FPO address?

All shipments require a signature upon delivery, so we do not ship to PO Boxes, APO or FPO addresses.

Will my order be packaged discreetly?

Your order will come in Spence branded packing within a generic FedEx shipping box or soft padded envelope. For confidentiality and discretion, your FedEx shipping label will show your order was shipped from JSW Management instead of Spence Diamonds. We don’t want to ruin any surprises!

How will my order be shipped?

All orders are shipped via FedEx.

How long does it take to ship my order?

Typically, delivery from FedEx takes 4 – 7 days.

Where is my order?

Once your order is shipped from our studio, you will receive a tracking number via email so you can monitor the delivery of your package.

Returns

What is your return policy?

If for any reason you are not completely satisfied with your jewelry purchase from Spence, simply bring it back within 30 days of the date of purchase in its unaltered, original condition with the original paperwork and receipt, and Spence will gladly refund your money. Our full Spence Guarantee can be located here.

How do I return a purchase?

Contact our Online Orders team at [email protected] or simply drop by one of our physical locations to initiate a return. You will need to provide your order number, contact details and reason for return.

How will I be refunded?

Refunds are processed the same way you initially paid for your order. For card payments, your refund will be credited into the same account your payment originated from.

When will I receive my refund?

Refunds will be issued within 7 business days of receiving and processing the physical return.

Materials and Product Care

What is your warranty and guarantee policy?

You can read about our full Spence Guarantee policy here.

What do I do if my order arrives defective or I received the incorrect item?

Our sincerest apologies if this has happened! Please send your order number and a photo of the defective or incorrect item to our online order team at [email protected] . Our team will gladly assist in resolving the problem!

Are your pieces made with solid gold?

All our products are made in solid white, yellow or rose gold.

What are Artisan Created Diamonds?

You can find out all about our Artisan Created Diamonds and how they are created here.

Contact us about your order

If you have any other questions about your order or the online ordering process, please contact us at [email protected]