Return & Repair Policy
Please note that as all Sofia Zakia pieces are made to order, they are final sale and we do not accept returns, so please be sure of the piece you’re looking at before you purchase! If you are hesitant and have any questions, please contact us before placing an order.
Once an order has been placed, we put it into production and it cannot be cancelled. If you have any emergency requests, it is possible to change ring size or cancel within 4 hours of the order having been placed given that the order is placed on a business day (Monday to Friday 9:00am - 6:00pm, excluding Canadian national holidays). Once 4 hours has passed we no longer accept cancellations or refunds. We reserve the right to refuse unreasonable cancellation requests.
Please note that Written in the Stars bands and bespoke pieces cannot be cancelled at any time due to the custom nature of the items.
We also recommend that you confirm the appropriate size for your rings prior to placing your order online.
All international orders are final sale.
If a piece shipped to you is defective or damaged, you must return the item within 7 days of receipt. We will make necessary repairs and return it to you.
Repair Policy Steps:
Please contact us with your Order # and please indicate this on the outside of your return package.
For repairs being sent from outside of Canada, please indicate the Harmonized Code (details here) on the commercial invoice or customs slip. The Harmonized Code "HTS" code should indicate "9813.00.00", and must include the description "Canadian goods returning to Canada for repair under warranty". Failure to do so may result in duties/taxes incurred, which will be the responsibility of the customer to expense.
You are responsible for shipping costs associated with any such returns, and we recommend that you insure any shipments for up to the value of the returned item. Please ship via UPS or FedEx Express. Any brokerage fees are the responsibility of the customer to expense.
Our studio repair address will be provided via e-mail. Please mail the piece to our studio in a padded envelope or box (no paper shipping, please). We are not responsible for jewelry lost in the mail due to improper shipping methods.
Please enclose in the box the original packaging, your order confirmation, the jewelry piece that needs repairs, your return address and contact information and we will do our best to return your piece repaired within 2-3 weeks.
Sofia Zakia is not responsible for broken or lost stones, however we offer stone replacements for a reasonable repair fee. Repair fees will be established at the time of receipt or via e-mail if substantial photos can be provided.
If you do not wish to send your piece back for a repair, please contact us and we will do our best to find a reputable local bench jeweller to repair the piece for you.
Due to the delicate nature of Sofia Zakia pieces, it is normal for small prongs to move and for patina to develop over time. Rings may become misshapen as they take to the natural curvature of your finger. In order to ensure your piece maintains its appearance, please avoid sleeping, water, and perfumes while wearing your piece. Avoid colliding or grinding your piece against surfaces and take care to store your pieces individually in a cool, dry place when not being worn.
As gold is a soft metal, it has a tendency to scratch and change, so extra care should be taken when wearing to maintain quality and appearance.
Should you wish to enquire about repairs due to everyday wear and tear, please contact us.
We reserve the right to decline unreasonable repairs.