FAQ

Return & Exchange Policy

Exchanges or store credit only. Please note that we do not accept returns and/or refunds. Special order, custom-made, re-sized, sale and/or engraved jewellery products are not eligible for returns, refunds, or exchanges.

For In-store Exchanges:

To be eligible, bring item(s) in their original purchase condition to one of our retail locations within 15 days of purchase, including proof of purchase and product documentation from Masterpiece. We reserve the right to inspect all items before issuing exchange.

For Online Exchanges:

To be eligible, item(s) must be shipped back to Masterpiece within 30 days of receipt and in their original purchase condition, including proof of purchase and product documentation from Masterpiece.

To prepare item(s) for an online exchange, please follow the process below:

1. Email sales@masterpiecehnf.com with the order #, product SKU, and proof of purchase of the item(s) that you would like to submit for exchange. Please also indicate if you are looking for a product exchange or a store-credit.
2. Within two (2) business days of your exchange request, we will send you a fully insured, free (within Canada) shipping label via email.
3. Next, package your item(s) securely in the original packing materials. Print the label (via email) and affix to the outside top portion of the box.
4. Drop off package at the respective Shipping Facility within specified timeframe.

After your item(s) is received:

1. You will receive a confirmation email alerting you that our Masterpiece Specialists are inspecting and reviewing all item(s) and documentation. Please allow five (5) to ten (10) business days for this process to complete.
2. Once item(s) pass our quality assurance inspection and is deemed eligible, we will send you an email with Tracking Information confirming your new outbound shipment or issue you a store-credit.

If you are passed the 15 or 30-day exchange window, see our Diamond Buyback Policy for alternative option to consider.

 

 

Pick Up In-Store

Online purchases are available for pick-up at any of our Canada store locations. Select ‘Pick Up In Store’ at Checkout and choose preferred location.

 

 

Shipping

Orders are shipped via Fed-Ex or other courier service with Tracking IDs provided via email once order is shipped. Please contact sales@masterpiecehnf.com for any questions about your order and/or shipping details.

	Shipping Fees	In Stock Items	Backorder Items
Canada	Free	3 to 5 Business Days	Backorder items will take approx. 2 to 4 weeks to restock.  We will notify you when item is ready for shipping.
International	$75	5 to 7 Business Days