Frequently asked questions

Free shipping

Ecksand ethical fine jewelry knows no bounds, that’s why our shipping service is always free of charge. We ship internationally for free without compromising the safety of your jewelry. With our confidential FedEx priority fully-insured parcel, your Ecksand order is shipped to you safely, always gift wrapped in the Ecksand signature black jewelry box with the Ecksand shopping bag.

If your country is not on the list at Checkout, please get in touch with us by phone at 514-804-7263 (toll free: 1-866-726-7263) or by email at sales@ecksand.com.

Here’s how we make sure your order is shipped safely:

  • Your parcel is exclusively sent with confidential FedEx priority fully-insured shipping
  • We require a signature upon delivery of your order
  • We don’t ship to PO boxes
  • FedEx allows us to track your package until it gets to you

Please see our return shipping policies at Returns or at Resize.

We make sure your Ecksand order is safely shipped to you by only using a confidential FedEx fully-insured priority parcel.

Ecksand can ship to any location where our service providers allow fully-insured shipping. At checkout, if your country is not listed as an option for delivery, please get in touch with us by phone at 514-804-7263 (toll free: 1-866-726-7263) or by email at sales@ecksand.com.

For international orders

Ecksand does not charge taxes on orders shipped outside of Canada. All orders shipped outside of Canada may be subject to any local taxes and custom duties due on delivery. You can check with your local authorities prior to placing an order to find out more about the taxes and duties that may be charged.

No matter where you are located, we guarantee our shipping service is reliable and efficient.

For Ecksand Fine Jewelry items, your order is delivered within 10 to 14 business days.

For our bridal rings (Engagement Rings and Wedding Rings) and custom jewelry, we create each of them on demand to adjust the design to any of your specific requests. Handcrafted in our atelier by our master jewellers, you get an ethical high-quality jewel delivered at your door within 4 weeks.

If you’d like to change the delivery address after you order has been placed, please get in touch with us at sales@ecksand.com, text us at 438-925-8274, or call us at 514-804-7263 (toll free: 1-866-726-7263).

Easy Returns and Exchanges

Your satisfaction is our priority and we do everything to assure that your Ecksand jewel surpasses your expectations. In the event that you need to return your Ecksand order, we’ve got you covered. Returns are accepted within 30 days from date of readiness (“READY-FOR” date on the top right hand corner on the invoice). Beyond this time frame, all sales are considered final.

Additional return information

Both online orders and purchase at the Montreal Ecksand store can be returned either at the Montreal store or by mail by following our return shipping policy.

Please note that the following items cannot be returned:

  • Improperly packaged items
  • Damaged and used items.
  • Items that have been altered, engraved or resized by a company other than Ecksand.
  • Items you previously exchanged.
  • Custom orders
  • Items returned after 30 days from date of readiness (“READY-FOR” date on the top right hand corner on the invoice).

Please note that shipping charges are not refundable. The original shipping fee and a flat-discounted return shipping fee will be deducted in case of refund or exchange.

Returning a ring for a resize? For more information see our Resize section.

It’s safe and easy to return your Ecksand jewel back to our atelier. When you prepare your Ecksand order for return, pack it properly with all documentation that came with the original order and enclose the Return Merchandise Authorization Form available here. Please make sure to fill this form with the information of the item(s) you are returning.

You will be able to ship back your Ecksand item(s) with a pre-paid FedEx priority fully-insured shipping label provided to you beforehand. To ensure the safety of your Ecksand jewel in transit, please note that all returns are subject to a flat-discounted return shipping fee.

Please note that the following items cannot be returned:

  • Improperly packaged items
  • Damaged and used items.
  • Items that have been altered, engraved or resized by a company other than Ecksand.
  • Items you previously exchanged.
  • Custom orders
  • Items returned after 30 days from date of readiness (“READY-FOR” date on the top right hand corner on the invoice).

Want to schedule a return by mail? Get in touch with us at sales@ecksand.com, text us at 438-925-8274, or call us at 514-804-7263 (toll free: 1-866-726-7263).

In Montreal? You can return your order at the downtown Montreal store at 632 Cathcart street during our business hours (Mon.-Wed.: 11am/6pm; Thurs.-Fri.: 11am/7pm; Sat.: 10am/5pm).

Thinking about another Ecksand jewel? No worries, you can exchange your Ecksand jewel free of charge. We give you a store credit to place a new order.

Additional exchange information

Please note that shipping charges are not refundable. The original shipping fee and a flat-discounted return shipping fee are deducted from your credit store.

Please note that the following items cannot be exchanged:

  • Improperly packaged items
  • Damaged and used items.
  • Items that have been altered, engraved or resized by a company other than Ecksand.
  • Items you previously exchanged.
  • Custom orders
  • Items returned after 30 days from date of readiness (“READY-FOR” date on the top right hand corner on the invoice).

Just like original orders, your Ecksand Fine Jewelry piece is delivered within 10 to 14 business days, and the Ecksand Engagement Rings and Wedding Rings are delivered at your door within 4 weeks.

Want to schedule a return by mail? Get in touch with us at sales@ecksand.com, text us at 438-925-8274, or call us at 514-804-7263 (toll free: 1-866-726-7263).

In Montreal? Drop off your order at the downtown Montreal store at 632 Cathcart Street during our business hours (Mon.-Wed.: 11am/6pm; Thurs.-Fri.: 11am/7pm; Sat.: 10am/5pm).

We’re proud to handcraft each one of our jewel to perfection. We're sorry to hear that you want to process a final return which we’ve made possible on all Ecksand jewelry.

On Fine Jewelry items only, you can opt for a full store credit or a refund minus a restocking fee of 5%.

For Engagement Rings and Wedding Rings, we offer a full store credit.

Additional refund information

Please note that shipping charges are not refundable. The original shipping fee and a flat-discounted return shipping fee are deducted from your refund or store credit.

Please note that the following items are not refundable:

  • Improperly packaged items
  • Damaged and used items.
  • Items that have been altered, engraved or resized by a company other than Ecksand.
  • Items you previously exchanged.
  • Custom orders
  • Items returned after 30 days from date of readiness (“READY-FOR” date on the top right hand corner on the invoice).

Want to schedule a return by mail? Get in touch with us at sales@ecksand.com, text us at 438-925-8274, or call us at 514-804-7263 (toll free: 1-866-726-7263).

In Montreal? Drop off your order at the downtown Montreal store at 632 Cathcart Street during our business hours (Mon.-Wed.: 11am/6pm; Thurs.-Fri.: 11am/7pm; Sat.: 10am/5pm).

Free Engraving

At Ecksand, we are passionate about creating rings that will represent your love now and forever. You can personalise your Ecksand wedding ring with your personal touch. Up to 15 characters, you can add the message of your choice to your wedding ring free of charge.

Free resize

At Ecksand, we make sure your ring has the perfect fit so that you feel comfortable wearing it every day, that’s why the first resize is free of charge.

Additional information

Only the first resize is free of charge. In the event another resize is required, a $180 CAD fee will be charged.

We resize your ring in our low-emission atelier in downtown Montreal, Canada within 10 business days.

Leaving town next week to pop the question in a romantic getaway? We resize your ring in 5 business days with a $49 CAD rush fee.

To know your ring size, you can use the Ecksand size guide available here. However, if you’re not sure or don’t have a ring that fits you perfectly, you can go to a jewelry store near you and they will give you your ring size.

Before an Ecksand resize, you can always send us a video of you wearing the ring. This will help our experts figure out the perfect ring size for you.

At Ecksand, we’re dedicated to provide the best experience for you. Our jewelry is handcrafted for lifetime wear and that’s why it’s important it fits you perfectly. We offer the first resize free of charge instead of our standard resize fee of $180 CAD.

By mail: You will be able to ship back your Ecksand ring with a pre-paid FedEx priority fully-insured shipping label provided to you beforehand. To ensure the safety of your Ecksand jewel in transit, please note that returning a ring for resize is subject to a flat-discounted return shipping fee of $98.

Want to schedule a resize? Get in touch with us at sales@ecksand.com, text us at 438-925-8274, or call us at 514-804-7263 (toll free: 1-866-726-7263).

In-store: You can drop off your ring for a resize at the Montreal store during our opening hours (Mon.-Wed.: 11am/6pm; Thurs.-Fri.: 11am/7pm; Sat.: 10am/5pm). We’ll notify you when your ring is ready.

Order tracking

When you place an order at Ecksand, we send you a confirmation email with the details of your order. Once your order is confirmed, we email you an invoice where the “READY-FOR” date at the top right hand corner informs you about the date of readiness of your order.

Picking up the order at the Ecksand Montreal store? You can stop by the day of the date of readiness after 2pm. Your order will be completed and ready to pick-up.

Is your order delivered to you? When your order is ready, we ship it to you with our free FedEx priority fully-insured shipping service and you receive your parcel in less than 48 hours (on business days).

International orders

Ecksand ethical fine jewelry knows no bounds, that’s why the shipping is free of charge for international orders without compromising the safety of your jewel. With our confidential FedEx priority fully-insured parcel, your Ecksand order is shipped to you safely, always gift wrapped in the Ecksand signature black jewelry box with the Ecksand shopping bag.

If your country is not on the list at Checkout, please get in touch with us by phone at 514-804-7263 (toll free: 1-866-726-7263) or by email at sales@ecksand.com and we will find a way to ship your order.

Here’s how we make sure your order is shipped safely:

  • Your parcel is exclusively sent with confidential FedEx priority fully-insured shipping
  • We require a signature upon delivery of your order
  • We don’t ship to PO boxes
  • FedEx allows us to track your package until it gets to you

We make sure your Ecksand order is safely shipped to you by only using a confidential FedEx fully-insured priority parcel.

Ecksand can ship to any location where our service providers allow fully-insured shipping. At checkout, if your country is not listed as an option for delivery, please get in touch with us by phone at 514-804-7263 (toll free: 1-866-726-7263) or by email at sales@ecksand.com; we will find a way to ship your order.

No matter where you are located, we guarantee our shipping service is reliable and efficient.

For Ecksand Fine Jewelry items, your order is delivered within 10 to 14 business days.

For our bridal rings (Engagement Rings and Wedding Rings) and custom jewelry, we create each of them on demand to adjust the design to any of your specific requests. Handcrafted in our atelier by our master jewellers, you get an ethical high-quality jewel delivered at your door within 4 weeks.

Ecksand does not charge taxes on orders shipped outside of Canada. All orders shipped outside of Canada may be subject to local taxes and custom duties due on delivery. You can check with your local authorities prior to placing an order to find out more about the taxes and duties that may be charged.

Your satisfaction is our priority and we do everything to assure that your Ecksand jewel surpasses your expectations. If you’re outside of Canada and would like to return your Ecksand order, please check the Ecksand Return Policy here for more information.

Returning a ring for a resize? For more information see our Resize section here.

Shopping at Ecksand

We are proud to offer our fine jewelry directly to you through exclusive channels so that shopping at Ecksand is easy for you. You can shop our exquisite Ecksand jewels through our online store at ecksand.com, or you can stop by the Ecksand downtown Montreal jewelry store. In the event you’d like to be helped in purchasing an Ecksand jewel, we’ll be glad to place an order for you on the phone at 514-804-7263 (toll free: 1-866-726-7263) or by email at sales@ecksand.com.

Ordering online is fast, easy and our reliable shipping service guarantees you get your Ecksand order as fast as we can. If you happen to be in Montreal and want to pick up your order at the Ecksand jewelry store located at 632 Cathcart street, H3B 1L9, get in touch with us at sales@ecksand.com, text us at 438-925-8274, or call us at 514-804-7263 (toll free: 1-866-726-7263).

At Ecksand, we’re proud to handcraft each one of our jewel to perfection. In the event you would like to cancel your order, please see your options below:

  • on Fine Jewelry items only, you can opt for a full store credit or a refund minus a restocking fee of 5%
  • for Engagement Rings and Wedding Rings, we offer a full store credit

Please note that Custom Orders are final sale: credit store and refunds are not applicable.

Secured Payment

The Ecksand online store accepts the following payment methods:

Credit Card: Visa, MasterCard, Amex, Union Pay.

The total will be charged to your card upon placing the order. Ecksand online store (ecksand.com) features a fast and secure guest checkout assuring that we do not keep credit card information on file for your own security.

PayPal: Shop easily online with PayPal. By using PayPal you do not have to enter your credit card details on the website. Your account through PayPal will be charged once your Ecksand order is completed.

By Phone: You may also process your payment securely by phone with the help of an Ecksand expert. Clients purchasing engagement rings, wedding rings and jewelry that require configuration or customization all by phone as the final pricing is based on the precious materials which are personalized and applied to the jewel.

App: WeChatPay

Located in the heart of downtown Montreal, the Ecksand jewelry store makes it easy for you to have access to ethical and sustainable fine jewelry. We’re happy to offer multiple methods of payment to satisfy your preferences. In our downtown Montreal jewelry store, we accept the following methods of payment:

Credit Card: Visa, MasterCard, Amex, Union Pay.

PayPal: use PayPal to shop Ecksand fine jewelry in the store with the help of our sales associates.

App: WeChat Pay

Certified check

Cash

On the Ecksand Online Store, every purchase is made with maximum security thanks to full advanced encryption services (SSL) which encrypt the connection between your browser and Cloudflare, and from Cloudflare to your server. We only use protected connections, as demonstrated by the "https" URL prefix and the lock symbol that appears in the browser's address bar.

To safeguard your credit card purchases, you will always be asked to enter your CVV code for every order whether by Phone or through the Online Store. Our Payments department may carry out anti-fraud checks before approving the transaction; they may contact you for further details before confirming the order.

Taxes are calculating according to your delivery address. These are the tax rates charged to your Ecksand order depending on the Canadian provinces:

  • Alberta - 5% GST will be applied
  • British Columbia - 12% HST will be applied
  • Labrador – 13% HST will be applied
  • Manitoba - 5% GST and 8% PST will be applied
  • Nunavut - 5% GST will be applied
  • Nova Scotia - 15% HST will be applied
  • New Brunswick - 15% HST will be applied
  • Newfoundland & Labrador - 15% HST will be applied
  • Northwest Territories - 5% GST will be applied
  • Ontario - 13% HST will be applied
  • Prince Edward Island - 5% GST and 10% PST will be applied
  • Quebec - 14.975% QST will be applied
  • Saskatchewan - 5% GST and 6% PST will be applied
  • Yukon Territories - 5% GST will be applied

If you have tax-exempt status, please call us at 514-804-7263 (toll free: 1-866-726-7263) or send us an email at sales@ecksand.com.

For international orders

Ecksand does not charge taxes on orders shipped outside of Canada. All orders shipped outside of Canada may be subject to any local taxes and custom duties due on delivery. You can check with your local authorities prior to placing an order to find out more about the taxes and duties that may be charged.

International customers are required to pay their state sales tax upon delivery of their purchase. Ecksand does not charge taxes on orders shipped outside of Canada.

Lifetime Warranty

Ecksand was founded on the premise that jewelry is forever. So it’s no wonder that our jewels can deliver a lifetime of beauty. That’s why at Ecksand we offer our special Ecksand Lifetime Craftsmanship Warranty to all Ecksand customers on all our products.

The basics covered by E.L.C. Warranty extend to all fine jewelry, including but not limited to Ecksand engagement rings. The E.L.C. Warranty covers all defects incurred during the craftsmanship process, i.e. craftsmanship defects. In order to be considered a craftsmanship defect, our jewellers must assess that in fact this defect was a result of craftsmanship and not of normal wear and tear for example. The E.L.C. Warranty is a lifetime of coverage on all Ecksand jewelry. If damage of your jewelry is due to a craftsmanship defect, Ecksand will repair or replace the parts in question free of charge. In some circumstances, you will have to pay a fee. In exceptional circumstances only will Ecksand replace the entire item free of charge.

Please note that our E.L.C. Warranty is no longer available on Ecksand jewels that have been altered by companies other than Ecksand.

To make sure our rings are perfectly comfortable for you to wear every day, we offer the resize on your Ecksand ring. This service is free of charge on the first resize. Learn more about the Resize policy here.

The E.L.C. Warranty covers every Ecksand jewelry piece, including but not limited to custom rings unless the diamonds or gems are provided by the customer.

Center stones or diamonds are not subject to the lifetime warranty. We encourage our customers to get their jewelry insured by their personal insurance. If a center stone is loose, Ecksand customers can bring their jewelry in for a complimentary check up. The warranty does not cover the loss of a center stone. In the case of a loss, Ecksand customers are invited to contact their personal insurance.

The E.L.C. is available only to the individual who directly purchased the jewelry from Ecksand. To benefit from the warranty and the services it provides, Ecksand requires: (i) a proof of purchase; (ii) that all prior services on your jewelry have been done at Ecksand. Maintenance, repair, upgrading, sizing, or other services performed by an individual or company other than Ecksand after your purchase from Ecksand will void the E.L.C. Warranty. In order to maintain coverage of the E.L.C. Warranty, Ecksand requires a regular cleaning and inspection every year starting from the time of your original purchase.

Aftercare

We offer our customers free cleaning and polishing for any jewelry for 1 year from the date of purchase.

Repurposing

Inherited or were offered a gem you find beautiful but don’t know what to do with it? Not even sure what it is? That’s when our team of Ecksand experts kicks in to assess the quality of your gem and suggest what would best put it in value.

You’ve had a few pieces of jewelry sitting in your jewelry box for long enough! The beauty about fine jewelry and why we love this world so much is because it’s one of the few industries where the value of the materials is noble enough to recycle. We adore giving a new life to old jewels and gems. Keeping the sentimental attributes and value are two elements that we pride ourselves on doing quite splendidly. Our Ecksand atelier works with jewels from all across the world to reintegrate into new modernized designs. Start repurposing and contact us by phone at 514-804-7263 (toll free: 1-866-726-7263) or by email at sales@ecksand.com to find out what would be the best direction and design for you.

There are certain elements of a piece of jewelry you own that you love and certain things you love less. What to do? Our Ecksand team of jewellers and designers will assess the piece and see what is usable in a new designed jewel and what is not. If there are materials that are not usable but still hold value we will be able to apply credit towards your newly designed Ecksand jewel.

At Ecksand, we love to recycle! It’s a sustainable way of doing business and it makes us proud of what we do at Ecksand. You can send your old pieces of jewelry to our headquarters via our shipping service or bring them in at the Montreal downtown store where we will assess the value and issue an Ecksand store credit applicable on any future Ecksand purchase.

Our low-emission Ecksand atelier works with jewels from all across the world to reintegrate into new modernized designs. Send us a quick picture of your current loose stones or jewelry that you want to create in a new jewel and we’ll guide you to getting it to us safely and inexpensively. Your loose stones or old jewelry piece can be sent to our workshop for inspection and assessment via our reliable shipping service. You can also drop in to the Ecksand Montreal store during our opening hours (Mon.-Wed.: 11am/6pm; Thurs.-Fri.: 11am/7pm; Sat.: 10am/5pm).

Start repurposing now by contacting us by phone at 514-804-7263 (toll free: 1-866-726-7263) or by email at sales@ecksand.com.

Upgrade

At Ecksand, we offer a lifetime diamond upgrade service on GIA certified natural untreated and un-enhanced round diamonds. You are welcome to bring back the ring you have bought from Ecksand for a diamond upgrade service with no restocking fee applied.

Packaging

Whether you order online or stop by the Montreal jewelry store, all Ecksand jewels are gift wrapped in the Ecksand signature black jewelry box with the Ecksand shopping bag, the Ecksand certificate of authenticity and any other documentation associated with your jewel (e.g. GIA report).

Our Ecksand packaging is offered with all Ecksand purchases. Chosen for their elegance and eco-friendly qualities, our complimentary Ecksand signature jewelry boxes only come in timeless black to highlight the beauty and brilliance of your Ecksand ring, bracelet, earrings and necklace.

The Brand

Too often clients are forced to sacrifice the ultimate luxurious experience and excellent craftsmanship for competitive pricing. Ecksand is built on ensuring that our clients will never have to make this choice. At Ecksand, when it comes to fine jewelry, you can have it all. No more compromising on design, quality, and price. No more worries about your jewels' durability. Welcome to Ecksand, where we go the extra mile with design and customer service to surpass all your expectations. Behind the scenes of our low-emission Canadian workshop and our office you will discover a tight-knit group of passionate people all striving to ensure that you get the finest, 100% sustainable jewelry, at unparalleled pricing.

By ethically-sourcing our diamonds and gems and curating an extraordinary team of expert gemologists, jewellers, and top designers with decades of cumulative experience, we pave the path for a new way to relate to your jewelry. With Ecksand, your buying experience is like no other. To learn more about the unique experience we offer, click here.

At Ecksand, we never jeopardize quality and you get the best pricing of the market. It seems impossible but doing things our way saves you money: we carefully monitor the use of our materials; we source diamonds directly from the mines and offer ethical cultured options; our pearls come from long-term relationship farms; we promote efficient waste management; and we’re careful about the budgeting of our marketing activities. By cutting the middlemen markups and improving our waste management on a daily basis, you have access to Canadian made sustainable fine jewelry at unparalleled pricing.

Proud of our Canadian heritage, our headquarters are located in downtown Montreal in Canada in the city’s jewelry district. Our jewelry store, atelier and office lie in the same building at 632 Cathcart Street, H3B 1L9, Montreal, Quebec, Canada.

We love bringing our jewelry to you though, so stay tuned to our next seasonal pop-up location. In the meantime, dive into the Ecksand experience through our website ecksand.com, where our jewelry is available for worldwide shipping.

The Ecksand Diamonds

As a first-tier dealer, we acquire our diamonds straight from the mines and cutting facilities we have had the time to build strong relationships with. The mines we hand-select our diamonds from are located in Botswana, Canada, Australia. These mines are 100% conflict-free mines. They comply with the UN resolutions and the Kimberley Process scheme. This is to say that all the mines, inclusively, that Ecksand acquires its diamonds from are governed by strict, formal labor laws that ensure appropriate work conditions and prohibit child labor, among other standards, which ensure each Ecksand diamond is entirely ethically-sourced. We even go beyond the Kimberley Process scope and we make sure we source the stones from suppliers that actively take part in social economic redistribution, such as building hospitals or reinvesting in land conservation.

Ecksand carries Canadian branded diamonds with GIA certification, paper copy of the Diamond Grading Report and the Canada mark certification authenticating the provenance of where the diamond was mined in Canada.

The benefit of owning an Ecksand Canadian diamond versus a diamond from Botswana or Australia is having the Canadian brand associated with it. We believe that all Ecksand diamonds have the same ethical value whether it’s from Canada, Australia or Botswana. As all Ecksand fine jewels are proudly handcrafted in our high-end Montreal Canadian atelier, we feel that is of utmost importance that you have a Canadian made ring crafted with ethical diamonds as the perfect ensemble for you.

There is a slight difference in the pricing of Canadian diamonds because of the efforts involved in tracing and branding the diamond. However, it is important to note that diamond prices will always vary according to the clarity, color, cut of the diamond, among other characteristics.

At Ecksand, we are extremely conscious of the impact we have in the world. That's why we only acquire our diamonds from mines that share the same values as we do. Botswana has tied together its diamond wealth to invest in the future of the country and its people. GDP and standards of living for the people of Botswana are rising because the government, who owns a portion of the diamond production industry, puts this money back into the economy. In this way, Ecksand supports an ethical diamond production, social redistribution, and ensures that every Ecksand diamond is a 100% ethical diamond.

As a renowned Canadian jewelry brand, we pride ourselves in maintaining the highest level of transparency about the true characteristics of your diamond. Each and every single Ecksand diamonds featured on the website is natural, untreated and unenhanced. The Ecksand diamonds participate to the beauty and quality of our jewelry. To maintain our high-quality standards, we only select eye-clean diamonds, with an impeccable cut. All colorless diamonds over 0.30carat come with GIA laser inscription and certification, which you will receive in paper copy upon your purchase. On all purchase, including for gemstones, you receive our Ecksand certificate of authenticity.

GIA stands for Gemological Institute of America, which is highly regarded for their strict grading system and standards regarding diamonds. Each Ecksand diamond, before reaching Ecksand, goes through a thorough analysis before receiving its final grading report (this is like a passport for your diamond). The grading report contains all the data regarding your diamond. We highly recommend you keep it in a safe place upon receiving it as it is associated and carries the inscription number that is embedded in the diamond.

Customer Service

We want you to enjoy shopping at Ecksand that’s why our team of experts, designers and customer relations associates are available during our operating hours (Eastern time):

Monday - Wednesday:11am - 6pm
Thursday - Friday:11am - 7pm
Saturday:10am - 5pm

Let us know now what do you need help with by:

  • calling us at 514-804-7263 (toll free: 1-866-726-7263)
  • sending us a text at 438-925-8274
  • emailing us at sales@ecksand.com

Let us know if you have any further question?