FTJCo's Complete Client Care

Everyone at FTJCo strives to give our clients the kind of experience that we would want from a fine jeweller.  And that’s why we researched the customer service policies of many online & traditional jewellers in order to design policies that represent the best client experience we can offer.


All FTJCo clients enjoy:


Returns:

 Returns for Ready to Wear Items

 Anything you purchase from our Ready to Wear Section

  1. Returns within 30 days of your order being ready for pick-up or 30 days from the date of shipment:

Full refund to the original method of payment subject to these terms: Items with defects may be rejected for refund or assessed a minimum $75 refurbishment fee at the discretion of FTJCo.  Resized or personally engraved (for example, if you have your wedding date or initials engraved inside) items receive a store credit rather than a refund. Items that included an original, printed, diamond and/or gem certificate will be charged $250 to replace those certificates, if they are not included with your return.  Any insurance premium paid by FTJCo for the item(s), will be deducted from any refund or store credit.  You must complete the Return Merchandise Authorization form here;  do not ship anything back to us without authorization.

2. Returns within 90 days of your order being ready for pick-up or 90 days from the date of shipment:

FTJCo will repurchase your item at up to 70% of the original invoice + any applicable taxes. Resized or engraved items receive a store credit only for an agreed repurchase price.  Items that included an original, printed, diamond and/or gem certificate will be charged $250 to replace those certificates, if those certificate(s) are not returned.  Any insurance premium paid by FTJCo for the item(s), will be deducted from the repurchase price.  You must complete the Return Merchandise Authorization form here;  do not ship anything back to us without authorization.

Conditions apply; details below.

3. After 90 Days, apply for consignment.


Returns for Loose Gems or Diamonds, un-set and in Original Condition

Anything you purchase from our Unique Gems Section

  1. Returns within 30 days of your order being ready for pick-up or 30 days from the date of shipment:

Full refund to the original method of payment after the return has been approved.  The gem/diamond must be unset, in original condition and include any packaging & certifications it shipped with.  Items with defects may be rejected for refund or assessed a refurbishment fee at the discretion of FTJCo. Items that included an original, printed, diamond and/or gem certificate will be charged $250 to replace those certificates,  if those certificate(s) are not returned.  Any insurance premium paid by FTJCo for the item(s), will be deducted from any refund or store credit.  You must complete the Return Merchandise Authorization form here;  do not ship anything back to us without authorization.

2. Returns within 90 days of your order being ready for pick-up or 90 days from the date of shipment:

Repurchase - FTJCo will repurchase your item in original condition at 70% of the original purchase price+any applicable taxes.  Items that included an original, printed, diamond and/or gem certificate will be charged $250 to replace those certificates, if those certificate(s) are not returned.  Any insurance premium paid by FTJCo for the item(s), will be deducted from the repurchase price.  You must complete the Return Merchandise Authorization form here;  do not ship anything back to us without authorization.

3. After 90 Days, apply for consignment.


Returns for Made to Order Styles

Any piece we make to order for you from our rings or bands sections that has not been personally engraved.

  1. Returns within 30 days of your order being ready for pick-up or 30 days from the date of shipment:

Full refund as store credit after the return has been approved OR a refund to the original method of payment, less a 20% restocking charge+applicable taxes.  The item(s) must be in original (new) condition and include any packaging & certifications it shipped with. Items with defects may be rejected for refund or assessed a minimum refurbishment fee of $75 at the discretion of FTJCo.  Items that included an original, printed, diamond and/or gem certificate will be charged $250 to replace those certificates if they are not returned.  Any insurance premium paid by FTJCo for the item(s), will be deducted from the refund or credit.  You must complete the Return Merchandise Authorization form here;  do not ship anything back to us without authorization.

2. Returns within 90 days of your order being ready for pick-up or 90 days from the date of shipment:


FTJCo will repurchase your item in as new condition, with all original packaging, at 70% of the original purchase price+any applicable taxes.  Items with defects may be rejected for repurchase, assessed a minimum refurbishment fee of $75 at the discretion of FTJCo or offered a lower percentage for repurchase.  Items that included an original, printed, diamond and/or gem certificate will be charged $250 to replace those certificates, if they are not returned.  Any insurance premium paid by FTJCo for the item(s), will be deducted from the repurchase price.  You must complete the Return Merchandise Authorization form here;  do not ship anything back to us without authorization.

3.  After 90 Days, apply for consignment.

 

Returns for Custom or Customized Styles

Any custom or customized piece we make to order for you that has not been personally engraved.

  1. Returns within 30 days of your order being ready for pick-up or 30 days from the date of shipment:

Full refund as store credit after the return has been approved.  The item(s) must be in original (new) condition and include any packaging & certifications it shipped with. Items with defects may be rejected for refund or assessed a minimum refurbishment fee of $75 at the discretion of FTJCo.  Items that included an original, printed, diamond and/or gem certificate will be charged $250 to replace those certificates if they are not returned.  Any insurance premium paid by FTJCo for the item(s), will be deducted from the credit.  You must complete the Return Merchandise Authorization form here;  do not ship anything back to us without authorization.

2. Returns within 90 days of your order being ready for pick-up or 90 days from the date of shipment:

    FTJCo will provide a store credit for your item in as new condition, with all original packaging, at up to 70% of the original purchase price+any applicable taxes. Items with defects may be rejected for repurchase, assessed a minimum refurbishment fee of $75 at the discretion of FTJCo or offered a lower percentage for repurchase.  Items that included an original, printed, diamond and/or gem certificate will be charged $250 to replace those certificates, if they are not returned.  Any insurance premium paid by FTJCo for the item(s), will be deducted from the repurchase price.  You must complete the Return Merchandise Authorization form here;  do not ship anything back to us without authorization. If you prefer cash over a store credit, you can also apply for consignment.

    3.  After 90 Days, apply for consignment.

     

    Definitions:

    Personally Engraved

    Any engraving done via hand or laser that is particular to you.  For example, if you have your wedding date or initials engraved inside or we have engraved a pattern or graphic that is particular to you.

     

    Store Credit

    This will take the form of a credit to your account.  Credits can be transferred to another individual (a $25 admin fee applies) and do not expire.


    Refund Less Restocking

    A refund made in the same form of payment or by company cheque (at FTJCo’s discretion) of the total invoice amount the invoice less a 20% restocking charge+applicable taxes.  A restocking charge partially compensates the company for the time and labour spent making the item. We are not aware of any jewellery companies that offer any refunds beyond 30 days on made to order items.


    Percentage Repurchase

    At our discretion, and depending upon the condition and how easily the item can be refurbished and resold, FTJCo will repurchase your item at up to 70% of the original price.  So, for example, at a 70% repurchase rate… if you purchased an item for $1000 + any applicable taxes, we would repurchase the item from you for $700 + any applicable taxes. Refurbishment charges start at $75, depending upon the condition of the returned piece.



    Lifetime Warranty & 1 Year of All Perils Insurance Policy

    We stand behind the workwomanship of every piece of jewellery we produce.  If there's ever a problem related to the manufacturing of your item, we'll fix it.


    We also offer a year of complimentary all-perils insurance from Jewelers Mutual on all of our custom projects where we supply the all of the diamonds & gems and any invoice amounting to $1000 or more before taxes.   Why? Well, when you get something new, something precious and yes, something expensive, you naturally worry about it. Our complimentary insurance covers almost anything that can happen. So if your ring is left at the club, dropped in the lake or mysteriously disappears, don't worry... you're covered!  And once the first year is completed, you can opt to renew the insurance. But the first year's premium is on us!


    This policy is offered only for residents of the U.S. & Canada (except Quebec)

    1. Term: 1 Year (Clients are encouraged to renew; wedding bands and other purchases from FTJCo are also covered when added to an existing policy).
    2. Deductible: $0
    3. Covers: repair or replacement of your pieces; theft, damage, loss, worldwide travel and even mysterious disappearance.
    4. Also includes preventative repairs for any jewellery purchased from us: prong re-tipping; repair of broken, worn or bent prongs; clasp replacement; restringing of broken or stretched pearl strands; stone tightening; repair of broken earring posts.

    You must apply for coverage through Jewellers Mutual, as FTJCo cannot legally do so on your behalf.

    Insurance Terms: If you already have a current policy with Jewelers Mutual, FTJCo will pay the premium for the first year of coverage for any items purchased from FTJCo.

    If you do not have a current policy with Jewelers Mutual, we will pay the first year's premium for the following item(s):

    1. An individual invoice amounting to $1000 or more before taxes.
    1. All engagement or custom rings where FTJCo has supplied all of the gems/diamonds.

    Coverage

    Get your coverage in place at: https://my.jewelersmutual.com/jewelry-insurance-quote-apply


    Email your proof of payment to insurance@ftjco.com and we will refund you, by e-transfer, the first year's premium.


    This must be completed within 90 days of your invoice's date.


    Shipping & Delivery Times

    Every piece we make is made for you specifically using curated gems and diamonds you choose.  And your item has a specific CAD model, that has been designed to fit you and the gems/diamonds you’ve chosen for your special piece. We produce everything in house and the only thing we use partners for is hand engraving, platinum and some specialized setting.

    Made to Measure rings & bands in gold, ship in 4-6 weeks; for platinum 6-8 weeks.

    Your order’s progress can be tracked through our ftjco.com/status app which lists the names of real people, doing hands-on work on your project.

    Ready to Wear items ship within a few days of your order so that we can do credit card fraud checks and due diligence before shipping.  Sometimes we will request an image of the credit card used and a driver’s license with the same billing address, before shipping.  We apologize in advance for this inconvenience--but the cost of insurance for credit card fraud is about 20% of the value of the sale and we would rather keep our items affordable, rather than building in this cost for everyone who orders from us.



    Rush Services

    We do offer Rush Services for our made to order/measure items wherein you order is put through production on it’s own.  To cover the cost of this, we do charge fees as listed below:


    Rush Services for Bands


    Delivery from Deposit Date

    1 Week

    2 Weeks

    3 Weeks

    18K Gold Plain Bands

    $150 Each or $250 for two

    $99 per band

    $79 per band

    18K Gold Gem-Set / Complex Bands

    $199 Each

    $149 per band

    $99 per band

    Platinum Bands

    Not Available

    Not Available

    $250 per band



    Rush Services for Rings


    Delivery from Deposit Date

    1 Week

    2 Weeks

    3 Weeks

    Solitaire Rings

    $299 Each

    $199

    $99 per ring

    Halo/Multi-Stone & Other Complex Rings

    $299 Each (confirm with sales@ftjco.com for your design)

    $299

    $199 per ring

    Platinum Rings

    Not Available

    Not Available

    $350 per ring



    Financing

    Financing Options

    We are pleased to offer financing on all of our fine jewellery, with flexible and creative plans available:

    The first is 0% interest in-house financing, that allows for flexible payments by instalment, leading up to the day item is fully paid and ready for pick-up or shipping.

    Purchase by Instalments

    2,3 or 4 Payments with 25% down for most jewellery and rings that do not include a lab-grown diamond larger than 0.50 carats. We can work with you to customize a flexible, regular payment plan.  A $95 set-up charge will be added to your invoice.

    Pay What You Can, When You Can Layaway

    Deposit of 10% of the total purchase ($500 minimum) and then pay what you can, when you can within an agreed number of months (no more than 6-8 months). There is no interest or admin fees or any extra charges, but your deposit is non-refundable. Payments within Canada must be made by cash, debit, check, bank draft or Interac online. Credit card payments are only accepted for U.S. and international clients. For financing, please contact sales@ftjco.com;  billing for financed projects is done through our online invoicing system, separate from this site.

    Deposit + Instalments

    Available only for engagement rings, diamond-set wedding bands, we offer financing for up to 50% of the value of your deposit.  So if your deposit is $2000, you can spend up to $3000 (tax included); for a $5000 deposit, you can spend up to $7500, and so on.

    We will arrange terms and a customized payment schedule to suit you with a 90 day interest-free grace period as long as your monthly payments are made in full and without interruption.  Thereafter, interest rates vary from 1.5%-2% per month, depending upon the term of your financing. Payments are automatically charged to your credit card.

    A $95 set-up charge will be added to your invoice.

    For more information, please contact sales@ftjco.com;  billing for financed projects is done through our online invoicing system, separate from this site.

    $0 Down & Less than 50% Deposit on Engagement Rings

    We offer additional financing services through Flexiti Financial for people interested additional options for financing.  Flexiti has a 3.7 Google rating (as of this writing) and offers different plans to accommodate clients with requirements outside of the options above.  Flexiti offers different terms and rates depending on your credit rating. For more information, please contact sales@ftjco.com.

    Trade-in Gold

    We offer credit against purchases for clients who have old gold jewellery.  It's a great way to make use of old chains and pieces that you don't wear and aren't sentimental.



    Diamond or Gem Upgrade Policy

    It’s been our experience (and, indeed, the experience of our industry) that people rarely ‘upgrade’ their diamond.  But we also recognize that consumers see these policies as an assurance of value and so we, like other companies offer this policy.  Here are some examples:

    1. Blue Nile:  Your diamond must be 2X in value and there are a lot of conditions.  
    2. James Allen:  Your diamond must be 2X in value with some conditions.

    Other companies offer an upgrade for 1.5X the value of the original diamond but they specifically exclude lab grown diamonds.

    At FTJCo, we’re a bit different and we give you options that we think offer you better options:

    We offer a buyback program for up to 90 days so that you can cash out of your purchase.  And after that, we offer a consignment program for any purchase.