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General FAQ

How do I take care of my Ginto piece?

We take pride in using only solid gold and stand by its durability. To ensure the longevity of your Ginto pieces, we recommend following these best practices.

All our pieces come with a microfiber polishing cloth and velvet pouch that we encourage you to utilize for daily maintenance and storage.

If you need more information on cleaning your gold jewelry, please don't hesitate to contact us at info@gintostudio.com.

How does 10k and 14k gold wear over time? What classifies as general wear and tear?

Both 10k and 14k gold are durable and solid, but they are still soft metals that require everyday care.

We recommend removing your jewelry when lifting weights or performing activities that can apply pressure onto your fingers and scratch or misshape your rings. Precious metals like 10k and 14k gold naturally dent or scratch over time as you wear them during your life adventures. This is a normal 'weathering' aspect of all jewelry.

Please note that wear and tear in the course of normal use is not considered a manufacturing fault.

To learn more about caring for your gold jewelry, please contact info@gintostudio.com.

Do you offer engraving services?

Absolutely! We offer engraving services for select pieces, which will be noted in the product description. If you're unsure about whether a piece can be engraved or not, feel free to contact us at info@gintostudio.com.

However, please keep in mind that all engraved pieces are final sale.

Can I send my ring back to be resized?

Yes, we offer resizing as part of our lifetime warranty. Simply send an email to info@gintostudio.com to initiate the process.

If you are outside of Toronto, we will provide a complimentary shipping label. If you are in Toronto, you can choose to either have us pick up the ring or ship it to us.

Do you offer bespoke jewellery?

Yes we do! You can book a private consult for the piece you have in mind here.

Orders & Returns

How long does it take to get my jewelry?

We strive to get your order to you as quickly as possible. Ready-to-ship pieces will be processed within 1-2 business days.

For made-to-order pieces, please allow 4-6 weeks for production and processing, plus shipping time. Some pieces, such as ones with inlay, gemstones or hand engraving may take up to 8 weeks. Kindly review product descriptions and details carefully before placing your order.

*Please note that orders placed on weekends and holidays will be processed on the following business day, as we do not deliver on these days. Additionally, peak and holiday seasons may result in processing and shipping delays.

Can I cancel or edit my order after it's been placed?

If you need to make changes to your order, please reach out to us at info@gintostudio.com with your order number within 24 hours, and we will do our best to accommodate your request.

Can I edit my address after the order's been placed?

If your order has not yet shipped, we are able to make changes to the shipping address. Please send an email to info@gintostudio.com with the updated address as soon as possible. However, please note that we are unable to edit a billing address once an order has been fulfilled and shipped.

Can I return my order?

The majority of our pieces are made-to-order by our small but mighty team, and therefore cannot be returned for a refund. However, select pieces are eligible to be returned for store credit (minus a 20% restock fee) within 7 days of the delivery date.

Please note that a 20% restocking fee is implemented on items that have been approved to be returned for store credit, in order to support the time, labour and additional costs allocated to crafting the original piece that was ordered. Thank you for your understanding.

*Please note that we do not accept returns or exchanges for orders outside of Canada.

How can I process a return or exchange?

Please contact us at info@gintostudio.com with your order number and name associated with the order for any returns or exchanges. Once received we will send you the necessary shipping information to mail back the item to Ginto Studio.

When will I receive my refund?

Refunds for eligible returns are typically processed within 3-5 business days after we receive your returned item. You will receive a refund confirmation email once our team has processed your return.

Refunds are generally posted to your bank account within 2-3 business days after the confirmation email.

Unfortunately, we are unable to refund shipping costs.


How long does it take for a piece to be sent out for delivery?

It all depends on the piece. Generally, we take about 2-3 business days to fulfill and ship our ready-made pieces while our made-to-order pieces take 4-6 weeks for production and fulfillment.

When will I receive my order?

Ready-made items take 3-4 days to fulfill and ship your order. However, you need it earlier please contact us at info@gintostudio.com.

Production times for our made-to-order pieces typically take 4-6 weeks (excluding weekends and holidays), in addition to shipping time.

Orders placed on weekends and major holidays are processed the next business day. Once your order ships, you'll receive a notification.

Domestic orders to Canada and the United States will be shipped via Canada Post Standard, with an estimated delivery time of 3-9 business days. International orders will be shipped via Canada Post International, with an estimated delivery time of 6-10 business days.

*Please note that shipping delays may occur once the package has been shipped, which are beyond our control. If you need expedited shipping, please email us at info@gintostudio.com.

Can I have my order expedited?

If you require a rushed order please reach out to us at info@gintostudio.com and we’ll do our best to accommodate your timeline.

I think my package is lost. What should I do?

If you suspect that your package is lost, please contact us at info@gintostudio.com immediately with your order number. While we will do our best to assist you, please note that Ginto cannot be held responsible for lost or stolen orders once they are marked as "Delivered" by the carrier.

We suggest checking with your neighbors or building front desk to see if your package was delivered to them by mistake.

I live in Toronto. Can I come pick up my jewelry from your studio?

Email us at info@gintostudio.com and we will try to accommodate pickups.