FAQ
What information do you need to start a custom jewellery design?
To begin your custom piece, please email us or use our contact form and include the following details:
Your desired completion date
Your maximum budget
The style or styles you’re drawn to (photo references are welcome)
Metal preferences (yellow, rose, or white gold, silver, etc.)
Stone preferences (diamond, sapphire, ruby, emerald, alexandrite, opal, and more)
Do you accept returns or refunds?
Returning custom pieces are handled on a case by case basis. If there is something defective with your piece upon receiving it, Blackbird Jewellers will gladly repair or refund the piece (within reason after evaluation) if the fault is on our behalf. Please contact me within 5 days of receiving your item if you wish for a refund. Blackbird Jewellers does not offer refunds for oxidized, or scratched metal after it's been worn.
How much deposit do you require on a custom piece?
Once we’ve discussed your ideas and settled on a design direction, a deposit of 35%–50% of the estimated quote total is required to begin the hands-on process. From there, your concept will be brought to life using CAD software to create a detailed 3D rendering of your piece. You’ll have the opportunity to review the design, request any adjustments, and give final approval before construction begins.
How do you ship my item/s?
All orders are shipped Express with Canada Post. Your tracking number will be provided when the item has been received by the mail service. Please request shipping insurance. Otherwise, lost or stolen mail will be the responsibility of the purchaser.
How long can I expect a customized design to take?
Timelines vary depending on the complexity of the design and material availability. Most custom projects take several weeks from final approval to completion. We’ll discuss timing with you at the start so expectations are clear.
Do you buy gold or offer cash for precious metals?
We don’t currently purchase gold or silver at spot price for cash. However, we’re happy to accept your unwanted jewellery or precious metals as material credit. Your gold or silver can be used toward the creation of a custom piece, or applied as in-store credit toward repairs or new jewellery. It’s a wonderful way to transform something unworn into something you’ll truly love.
