Returns
Returns & refunds
Every piece is made to be kept and displayed for years. If something isn't right with your order, we want to make it right.
- Return window
- 15 days from delivery
- Cancel
- Within 24 hours of ordering
- Refund
- Within 10 business days
- Not delivered in 6 weeks
- Full refund
How it works
How to return a piece
At a glance
What can be returned
| Piece | Returnable | Details |
|---|---|---|
| Standard pieces | Yes | Within 15 days of delivery, unused, in the original packaging |
| Custom and personalized pieces | No | Made to your own design, measurements or engraving |
| Gift cards | No | Physical and digital |
| Damaged, faulty or wrong items | Yes | We replace or repair; wrong items are sent again at our cost |
Answers
Returns questions
Can I cancel my order?
Yes, within 24 hours of placing it. After that your order moves into preparation and can't be cancelled, but you can still return it once it arrives.
What if my piece arrives damaged?
Please check your order as soon as it arrives. If it is damaged, faulty or not what you ordered, email shop@nordrismith.com and we will arrange a replacement or repair.
Can I exchange for a different piece?
We don't swap items directly. The quickest way is to return your piece for a refund and place a new order for the one you want.
When will I get my refund?
Once your return reaches us, we inspect it and let you know. Approved refunds go back to your original payment method within 10 business days. If 15 business days pass after approval without it, please contact us.
Where do I send my return?
Only to the address we give you with your return label. Our Calgary office is not a returns address, and parcels sent without approval can't be accepted.
Start a return
Email shop@nordrismith.com with your order number and the piece you'd like to return.