Return & Repair Policy
Sofia Zakia reserves the right to charge a 5-10% transaction fee from your chosen payment processor on cancelled orders already in production. The transaction fee will be deducted from your refund. We also reserve the right to charge a 15% restocking fee on returns.
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, we are happy to help! 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). As most pieces are made-to-order, once production begins they cannot be cancelled. 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 bespoke nature of the items.
We also recommend that you confirm the appropriate size for your rings prior to placing your order online. Please email us before ordering if you are unsure.
All international orders (outside Canada) are final sale. We are unable to accept international returns due to Canadian import regulations. We are also not able to issue refunds for duties & taxes paid by the recipient, as these fees are remitted to the destination country's customs and is in no way controlled by Sofia Zakia. If you need to inquire about duties & taxes, please contact your local customs agency.
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.
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.
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.
Please note that pieces resized/modified outside of our studio invalidate warranty and may be subject to additional fees.
We reserve the right to decline unreasonable repairs.
Items purchased from other retailers: Please contact the stockist that you originally purchased the piece from for further assistance.