Client care
Shipping, returns & care
Free insured shipping, 60 days to change your mind, and care for the life of the piece. The short version of every promise, and how each one works.
Shipping
Free, insured, and signed for
Delivery options
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Standard
Complimentary
Insured, signature-tracked courier to Canada and the US. 2 to 4 business days after dispatch.
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Express
$25
Insured, signature-tracked, priority courier. 1 to 2 business days after dispatch.
We ship to Canada and the United States, from our Toronto atelier. Prices are in Canadian dollars.
When it leaves the atelier
- In stock
- Leaves the atelier in 1 to 2 business days
- Made to order
- Leaves the atelier in 5 to 7 business days
- Custom commission
- About 6 to 8 weeks, agreed in writing
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Insured door to door
Every parcel is insured for its full value and needs a signature, so it never sits on a doorstep.
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A plain outer box
The shipping box carries no brand name. Only the gift inside says Aurelia.
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The signature box
Each piece arrives in a linen-lined case with a travel pouch, a polishing cloth and a care card.
Returns & exchanges
60 days to be sure
Return any unworn piece in its original packaging within 60 days of delivery for a full refund. Return shipping is free and insured.
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Tell the concierge
Write within 60 days of delivery with your order number. No reason needed.
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Pack it up
Use the original box and the prepaid, insured label we email you. Drop it at any courier counter.
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Get your refund
We inspect the piece and refund your original payment within 5 business days of it arriving.
Resizing and exchanges
Every ring includes one complimentary resize or size exchange in its first year. Chains can be shortened for free at any time. Not sure of a size? Start with the size guide.
Made for one person
Engraved pieces and custom commissions cannot be returned, because no one else can wear them. We confirm every detail with you in writing before the bench begins.
Lifetime atelier care
Every piece comes home, free, forever
Care is included for the life of the piece, whoever owns it by then. Bring it to Gild Lane, or send it in with our insured mail-in kit.
- Professional cleaning and polishing
- Prong and setting checks
- Clasp and jump-ring repairs
- Re-oiling for emeralds
- One re-plating for every vermeil piece
- Pearl re-stringing at cost, never marked up
Sending a piece in
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Ask the concierge for a mail-in kit.
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Pack your piece in the padded case with the prepaid, insured label.
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We email you when it arrives, and again when it ships home, usually within two weeks.
Caring for it at home
Three habits per material. Each product page has notes for that exact piece.
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Solid gold
- Safe to wear every day, even in the shower.
- A warm soapy rinse and a soft brush bring back the shine.
- Store pieces apart so harder stones cannot scratch the gold.
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Gold vermeil
- Put it on last, after lotion and perfume have dried.
- Take it off for the pool, the gym and washing up.
- Buff with a dry cloth. One lifetime re-plating is on us.
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Sterling silver
- Wear it often. Skin contact slows tarnish.
- A polishing cloth restores the bright finish in seconds.
- Keep it in the anti-tarnish pouch when you are not wearing it.
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Pearls
- Last on, first off: after perfume and hairspray.
- Wipe with a soft damp cloth after you wear them.
- Store in fabric, never in a sealed plastic bag.
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Opal
- Keep away from long hot showers, heat and hand sanitiser.
- Never soak. Wipe clean and dry with a soft cloth.
- Store apart from diamonds and other hard stones.
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Diamonds and emeralds
- Diamonds love warm soapy water and a soft brush.
- Emeralds never go in an ultrasonic cleaner or steam.
- Book a yearly prong check. It is free for life.
Something we did not cover?
The FAQ covers sizing, materials and gifting, and the concierge has the rest.