most commonly asked about policies
Returns & Refunds
Returns are accepted on all Northwood Collection Jewelry within 30 days of receiving your product. Jewelry must be returned in original, unworn condition. Modifications made to the jewelry from the original piece void the ability to return for refund. Custom designed orders are not eligible for refund (please see exchanges). Refunds will not be provided outside of the 30 day policy. Store credit or exchange may be discussed.
Associated Fees: Customers are responsible for safe return shipping of the product and any fees associated with the return shipping. 15% of the original product price will be deducted from the refund to cover our costs as each item is made to order. Inscription fees will not be returned
Associated Shipping Costs
Because of the natural materials used in our rings, most Northwood Rings cannot be resized without being remade as a new product. We offer multiple options to help you find your perfect size before you order, but if you need to have your ring resized, our Perfect Fit guarantee has you covered.
This guarantee allows you to send your ring back in the first 30 days for one 15% resize* to ensure your ring will fit you perfectly. *Special Note: The 15% will be calculated on the cost of the ring only. This means if you purchase a gemstone ring the cost for resizing will be based on the cost before the gemstone.
Because most Northwoood Rings need to be remade to change the size, the ring you receive back may vary in appearance as the natural materials are replaced.
Ring must be in unworn condition and within the 30 day window. Rings returned outside of 30 days will no longer be eligible for the 15% resize. Custom rings may not be eligible. Customers are responsible for safe return shipping of the product and any fees associated with the return shipping
Gemstones rings that are eligible will need to have the gemstones reset and there will be fees associated with the resetting of these stones based on the labor required. Gemstones may need to be removed and reset into a new ring. When applicable we will remove and reset gemstones in the course of resizing. Northwood does not accept responsibility for any damage to gemstones that may occur during extraction and resetting during a resize or repair.
Exchanges accepted on all Northwood Collection Jewelry within 60 days of receiving your product. Exchange of Eligible Custom Orders* will receive a 50% store credit on the cost of the product only (inscriptions are not refunded). Product must be returned in unworn condition and without damage or modifications. Products returned after 60 days are no longer eligible for exchange.
Two Year Limited Warranty
All Northwood custom crafted rings and jewelry are warranted to be free from manufacturing defects in material and/or workmanship for a set period of 24 months from date of purchase. This warranty applies to the original owner only and is not transferable. Proof of purchase may be required. Warranty claims are not valid if you modify or change your jewelry.
All Northwood Collection jewelry pieces and Custom Order pieces come with our standard 24 Month Manufacturer’s Warranty. The warranty provides, in the case of a manufacturing defects, repairs to the item free of charge*. Damages to a Northwood jewelry item sustained through accident, or daily wear and tear will be repaired upon approval of an estimate.
Our 24 Month Manufacturer’s Warranty covers issues caused by a fault in production or in the natural materials used. Because wooden rings need to be worn with care and following our care guidelines, this warranty does not cover chips, dents, breakage, cracks or faster wear of the acrylic finish on the wood portion of the ring than what is considered average.
Diamonds, Moissanites & Gemstones:
Please note that the center diamonds, moissanites or gemstones (or stones over .05ct) of any jewelry item are not covered under any warranty. It is the purchaser’s responsibility to care for and maintain their diamonds, moissanites and gemstones carefully. Your gemstones should be checked annually for loosening of the stones in their settings. If you suspect your gemstone is becoming loose, please contact us for repair options.
** Warranties and Guarantees are active from the original date of receipt.
*Shipping, insurance and Customs charges for any return or work on Northwood Jewelry is the responsibility of the purchaser.
Lifetime Care, Repair & Refinishing
Lifetime Repair Guarantee
We will do everything we can to repair your Northwood jewelry for a nominal cost if your item needs repairs that fall outside of our 24 Month Manufacturer’s Warranty. Repairs will be assessed and an estimate provided and agreed upon before work begins.
If you have questions about damage to your Northwood piece, please write to us at firstname.lastname@example.org or use our contact form to reach out to us.
From time to time your Northwood product that contains natural materials such as wood will need to be refinished to ensure the acrylic coating that protects these natural materials from water remains in good condition.
We offer Free Refinishing for the lifetime of your wood ring jewelry. Minor repairs will be done free of charge when your item arrives for refinishing. If you have major repairs please contact us before sending your item to us to discuss your options.
Gemstones & Personal Materials
Please note that the center diamonds, moissanites* or gemstones (or stones over .05ct) of any jewelry item are not covered under any warranty. It is the purchaser’s responsibility to care for and maintain their diamonds, moissanites and gemstones carefully. Your gemstones should be checked annually for loosening of the stones in their settings. If you suspect your gemstone is becoming loose, please contact us for repair options.
*Forever One Charles & Colvard Moissanites over 4mm come with a warranty from Charles & Colvard. You will receive a warranty card with your purchase and will be responsible for setting up your warranty with them.
If you choose to send personal materials to us for use in a custom design we cannot be held liable for loss, damage, or condition of the item being received. Gemstones and Precious Metals should be discussed with us previous to shipping. We recommend you have these materials photographed, appraised and shipped with appropriate insurance.
In the creation process of your product your material may need to be altered from it’s original condition. You agree to our use of your material and any changes resulting from this use.
We will return excess material to you after creation of your product if it fits within our normal shipping box and does not add additional weight/cost to our typical shipping fees. If your product is large, heavy, or requires special shipping or additional insurance we will contact you with a quote to have your material returned at your expense. If you choose not to have your material returned, or if we are unable to obtain sufficient funds from you for return within 90 days, your product will be destroyed or otherwise disposed of or used as we decide.
Earth Friendly Promise
We are committed to being an earth-friendly company. Review our sources for each material below.
All of our gold is sourced from a US company that provides 100% SCS certified recycled gold. SCS Global Services is an international leader in third-party certification and standards development in environmental and sustainability claims according to global standards. Stuller has received SCS’s certification for 100% recycled metals, verifying that when you buy Stuller’s manufactured metals—gold, silver, platinum, and palladium products—they have 100% recycled content.
We source most of our wood from other artisans and woodworkers with pieces too small for their own use. Some of our wood is sent in by our customers that has been sourced for their personal use but have provided more than enough. Some of our wood is sourced locally from fallen trees or ethically harvested means. We make it a priority to not use wood that is listed on the IUCN Red List or that is considered vulnerable. When a wood becomes vulnerable we may use the rest of our current stock or pieces that are provided second hand, but we will not continue to purchase that wood and contribute to any further harvesting.
We encourage our customers to consider the beauty, sustainability and benefits of lab grown gemstones. These gemstones are the same as naturally mined gems but are grown in perfect conditions to create beautiful and affordable gems without the harm to the environment that mining can cause. When natural gemstones are used they are sourced from the same company we use for our Gold. As there is too much information to share about all gemstones, we encourage our customers to visit our providers website and read about their gemstone choices straight from the source. If you have questions about what you read, please reach out to us and we’d be happy to provide more information.
Other Natural Materials
Our other natural materials, such as mother of pearl, turquoise, and malachite are chosen carefully. We pick our sources for these materials based on their personal guarantee of following ethical practices. If you have a question about a specific material, please let us know and we will provide as much information as we can.
Making sure your jewelry arrives safely is of great importance, and we know that opening a beautiful package is part of the excitement. We’ve worked to find recycled materials for packaging, and reduce the amount used in packaging to the minimum that is required to keep your product safe. Our ring boxes are chosen for their economy. I know it would be beautiful to receive a wooden box with your ring, but we feel that most mass produced wooden boxes are not able to be made sustainably. We do have a local woodworker we have worked with on occasion for that super special ring box made from naturally fallen trees in our area. If you are interested in this, please reach out and we will see what we can do to make it happen!
We offer flexible interest-free payment plans for our customers convenience.
These payment plans are a layaway option only and your product will not be shipped until the payment plan has been completed and is paid in full.
We do not start production of your product until at least 50% of the purchase price has been paid and less than eight (8) weeks remain in your payment plan. If you choose to cancel your plan before 50% of the payment has been completed you will receive a full refund less any fees associated with the use of a third party provider.
If you choose to cancel your plan after production has begun on your purchase we may retain 10% of the deposit to cover production fees.
Customers may choose to pay off their plan early. In this case your product will be considered paid from the date of final payment and production will start and be completed within our production times at time of completed payment.
We provide shipping services for our customers through UPS, CandaPost, and USPS.
Most new orders ship with Express UPS service wherever available, and are fully insured against loss or damage, covering your package all the way to delivery into your hands.
We ship your products with appropriate customs information and all legally required information for customs and duty purposes. We cannot alter our descriptions or in any way try to skirt legally required reporting to save you these fees.
Shipping fees, VAT charges, and customs/duty fees associated with the shipping of your product are the responsibility of the customer unless expressly provided by us (such as our free shipping on new orders which does not include customs or import fees associated with shipping internationally).
We retain the right to refuse any package sent to us that has been improperly labelled or has incurred customs fees that have been directed to be paid by Northwood. Please ensure you are knowledgeable about our policies regarding shipping before returning your item to us to avoid loss or extra fees.
We have extensive knowledge of how to properly ship products containing wood, precious materials and other natural materials and we recommend you contact us before shipping across any international border for help if you have questions about regulations, best practices or proper shipment of your items.
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