Firestones

Head Office
Toronto
CA
Support Hotline:
+1 (437) 986-6357
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Customize Your Jewellery

What does shipping cost?

IT’S FREE! We offer complimentary shipping to all orders.

I haven’t received my package. How can I track my order?

You can track your package with the tracking number received in your email. If you see any issue with your delivery, please contact our support team at support@firestonescollection.com and we will get on the case.

What is the return policy?

Jewellery Return Policy
We offer free returns within 15 days of item delivery. Items must be in their original condition, with tags intact and unworn. It should be returned in their original packaging as shipped. Firestones Inc. reserves the right to reject any returns that do not meet the conditions specified above. In such a case, we will return these items to you. If items are found faulty or defective, it should be returned in their original packaging. Items with special order or request are not returnable.

The following exclusions that will not be accepted as a manufacturing defect and applied to the return and refund policy include:
  • Precious metals change of color due to exposure from chemicals, used while swimming and hot tubs or bathing.
  • Any items with bent prongs due to daily wear and requiring refurbishment.
  • Due to daily wear, stones fall out as prongs get worn out.
  • Missing stones or lost stones due to daily wear or any kinds of damage.
  • Any special orders are not returnable or refundable.

How do I return an item?

At the time of your return request, we will send you a prepaid return label. Please include the copy of your original dispatch document inside the box, and make sure that all your personal details are filled on the dispatch. Make sure to receive a proof of postage from the courier office when you ship back your item. We will not be liable for any items that might be lost in transit or don’t arrive if you have chosen a different shipping method. All returns must be sent back as a single shipment. Please make sure to insure your jewellery for the value that was paid. You are responsible for the insurance fees of the return shipment.

We will be more than happy to assist you. Simply send us an email to support@firestonescollection.com and we will walk you through all the details.

Will I be refunded the full amount I paid?

Items approved for return, we will refund back within a week once it is approved. The item will be refunded to your original payment method. It may take 10 days for your designated banks to post the funds to your account. Items with special order or request are not refundable.

What are the supported Payment Methods?

You can complete your purchase through the payment ways below:
  • Mastercard
  • Visa

Lifetime Warranty

Be rest assured with your Firestones Collection jewellery! We will provide you with Lifetime Warranty guarantee with any jewellery purchased from Firestones. If you believe your item has any manufacturing defect, you can ship it to us with your proof of purchase for us to inspect. If we determine the jewellery damage is valid, we will repair the item.

The type of repairs included are:

  • Complimentary polishing of jewellery
  • Complimentary resizing one size up or down (Eternity bands are not resizable).

If your diamond falls out you can return it to us and we do our best to reset it. But if the diamond is lost, we are unable to replace it with a new one. You would need to purchase a diamond to replace it.

Our repair policy excludes wear and tear, loss of diamonds, product loss or item being stolen and any repairs or work not done by Firestones will void this warranty. For a repair request, we will first need to receive a proof of purchase shipped together with the jewellery. If the repair request is aligned with our policy, we will proceed with the request. If it is not, we will notify you if the repair service is available and what it will cost. The repaired items will be delivered back to your given shipping address in one to two weeks’ time. We offer complimentary shipping back to the customers for all warrantied repairs.

Reach out to support@firestonescollection for warranty with all the details.