Frequently Asked Questions

Jewelry

Can I provide my own design?

Yes you can. We specialize in custom made jewelry. Find more about custom made jewelry here.

Do you have a warranty on your rings?

We clean our jewelry for free during their lifetime, but we charge for repair due to an accident or misuse.

Do you have any tips on jewelry care or maintenance?

Just be mindful that while each piece has been handcrafted to be enjoyed for years, they are not indestructible.
Generally speaking, remove your jewelry when applying cosmetics, doing housework or gardening, swimming or soaking in a hot tub. You will avoid contact with many chemicals that attack the metal or gemstone and reduce unnecessary wear and tear. To find more about jewelry care click here
Sizing

How do I find my correct ring size?

Find your ring size here. You can also download our printable ring size template here. It’s best to avoid sizing whenever possible by ordering the right size. Sizing removes metal from the back of the ring, reducing its weight and life. In some cases, the process can endanger stones and disturb the aesthetic balance, so we want to ensure we get it right the first time. Picture the perfect jacket hanging in your favorite store’s window, only that the size is too big or small for you. It would be wiser to order that same jacket in your size than to have it hacked and patched in an attempt to make it fit you.

Can my ring be resized in the future?

Most rings can be resized, but some would take a lot of work. If you’re concerned about this, please contact us. You can learn more about our sizing service here.
Diamonds

What should I look for in a diamond as it relates to the 4C’s?

Prioritize the 4C’s in this order: cut, color, clarity and carat weight. This is a topic that defies an easy explanation. Learn more about diamonds and what to look for here.

Are your diamonds conflict-free?

Yes. NÉWA has abhorred the role conflict diamonds have played in our industry and are grateful that in 2003, a process to keep these stones out of the legitimate market was installed. These controls are called The Kimberley Process and although not yet 100% watertight, are a fantastic improvement and getting more efficient every day.
A pragmatic reality has entered the industry where people have come to see that good comes to their countries and citizens from having open and free markets for legitimately mined stones. The cessation of war in Sierra Leone and Angola alone vastly reduced the supply of conflict stones. If nothing else, self-interest now deters even the unethical from continuing to deal in conflict diamonds. We insist on buying no stone, that hasn’t been recognized as being controlled from mine to dealer by the Kimberley Process Certification Scheme (KPCS). Essentially, this process has the governments of over 70 countries attest to the legitimacy of each package leaving their territory. Each package contains diamonds in their rough state from only legitimate and certified mines, who seal them in boxes that are impossible to open without tampering being evident. These boxes are passed by courier up the sorting, diamond cutting and selling chain under the same sealed-packet system, assuring those of us in the trade have only conflict-free stones to sell.

How can I be sure the diamond I sent or picked is the one in the ring?

Diamonds sold by NÉWA Goldsmith will come with a GIA certificate. Please ask to see it under magnification for verification or take the stone and the certification to a gemologist of your choice.

What if I lose a diamond? Or a side diamond?

Stones are quite small; the amount of metal holding them in jewelry is similar to a pin, difficult but possible to bend. No one’s to blame if you bend a prong and lose a stone so it’s always a good idea to insure your jewelry. If you have it added to your householder’s insurance policy, the cost is minimal.
Appraisals & Insurance

Do you appraise my purchase?

Yes, every piece over $1,000 comes with a complimentary appraisal.

Do you insure my purchase?

It is insured until signed for upon delivery. After that it is up to you. One way to insure your jewelry is to take out an ‘all risk’ policy on your home and its contents and add the jewelry to what’s called a rider, using the appraisal plus a copy of the GIA certification (if applicable).
Lead Time

How long after I place the order will I receive it?

Orders for in stock items are processed within 1 to 3 business days and will be shipped to you in 2 to 5 business days.
Custom made or built to order jewelry can take 10 to 20 business days, but we’ll always give firm delivery dates before confirming your order.
Shipping, Tax & Customs

What are your shipping rates and delivery times?

When your order has been processed and shipped, we’ll send you an email confirmation with tracking information.

Delivery times: 

Canada – FedEx 2 to 5 business days
United States – FedEx 2 to 5 business days
International – FedEx 2 to 5 business days

Do I have to pay sales tax?

Sales tax is applicable only within Canada. They are as follows:

BC: 5% GST + 7% PST
AB: 5% GST
SK: 5% GST
MB: 5% GST
ON: 13% HST
QC: 5% GST
NB: 13% HST
NS: 15% HST
PE: 5% GST
NL: 13% HST
YK: 5% GST
NT: 5% GST

What about customs and duties?

U.S. and international orders may incur import duties and taxes from local customs agencies. Orders may also be delayed by these agencies. We are not responsible for any damage caused or charges levied by customs agencies. If an order has not arrived, there is a very good chance that your local customs agency is holding the package. Please contact them for further information.

What is your return policy?

Custom made or one-off jewelry cannot be returned, exchanged, or be issued store credit.
You may return our regularly stocked products that are in their original condition with all original packaging (unworn, unused, undamaged) within 15 days of receipt, and we will be happy to issue you a refund, exchange or credit. Unfortunately, shipping costs cannot be refunded. We are not responsible for items lost or damaged during transit. Please make sure that items are wrapped securely when returning them. For your protection we recommend going with an insured shipping service that provides a tracking number.

Follow the steps below:

1. Email us at store@newagoldsmith.com to let us know what you’re returning and why. Reference your invoice number.

2. Download, print, and fill out this item return form. Make sure that RETURNED GOODS is marked on both your parcel and all paperwork from the courier or post office (the customs declaration forms) to prevent it from incurring additional import charges and taxes.

3. Mail the item with the return form by insured mail or courier to:

NÉWA Goldsmith
#209 – 338 West 8th Avenue
Vancouver, BC V5Y 3X2
Canada

4. Email the tracking number to us at store@newagoldsmith.com.

5. Once your return has been received and it complies with our return policy, we will refund you by the original payment method used. Payments can take up to 15 business days to process depending on your bank or payment provider.

Damaged Items

What if my jewelry arrived damaged?

Damaged items claims must be made within 24 hours of parcel arrival. Please inspect your purchases immediately upon receipt as no claims can be made after 24 hours. Contact us soon as possible so that we can initiate a claim. Keep the items and all the packaging in case they’re required for the claim assessment.
Privacy Policy

What is your privacy policy?

The information collected from you is only used for the purposes of communication and processing and fulfilling your order. You can relax knowing that we will never sell your information to a third party.
Protecting your personal information and credit card information is very important to us. All orders are secured using an industry standard 128 Bit SSL (Secure Sockets Layer) encrypted checkout to protect private data. We ensure that your personal information including your credit card information is protected during and after transactions.