ORDERS
What methods of payment do you accept?
MAISON NGUYEN accepts major credit and debit cards and other payment methods made available at checkout.
For select high-value purchases, alternative payment arrangements may be available. Please contact us directly to discuss your purchase.
When is my payment processed?
Payment is processed when your order is placed, regardless of the production timeline of the piece.
For high-value purchases, additional verification may be required before an order enters production.
Can I purchase a piece online?
Yes. Selected MAISON NGUYEN pieces are available for purchase directly through our website.
If you would prefer to speak with someone before purchasing, our team can assist with diamond specifications, sizing, production timelines, and delivery.
How do I know my order has been received?
Once your order has been successfully placed, you will receive an order confirmation by email.
If you do not receive your confirmation, please check your spam or junk folder before contacting us.
How can I track my order?
Once your order has been dispatched, you will receive an email containing your tracking information.
All MAISON NGUYEN jewellery shipments are sent using insured, trackable delivery services.
PRODUCTION
What is the lead time for a MAISON NGUYEN piece?
Production timelines vary by piece.
Some jewellery is available for immediate dispatch, while other pieces require production, diamond procurement, setting, finishing, and quality inspection.
The estimated timeline for your specific piece will be communicated before or at the time of purchase.
Are your rings made to order?
Selected pieces may be made following an order rather than held as finished inventory.
This allows us to maintain a considered level of production and ensure that each piece meets our specifications before it leaves the house.
Can I request a rush order?
If you have a specific proposal, wedding, or other date in mind, please contact us before placing your order.
Where possible, we will advise whether an accelerated production timeline can be accommodated.
Rush availability depends on the piece, diamond availability, production schedule, and delivery requirements.
What happens if there is a production delay?
We make every effort to meet the estimated timeline provided at the time of purchase.
If circumstances arise that materially affect your production timeline, we will contact you with an updated estimate.
Can I make changes after placing my order?
Please contact us as soon as possible if you need to make a change.
Depending on the stage of production, certain changes may be possible. Once a diamond has been procured, a piece has entered production, or setting has commenced, changes may no longer be possible and additional costs may apply.
SHIPPING & DELIVERY
Do you offer complimentary shipping?
Yes. MAISON NGUYEN offers complimentary insured express shipping within Canada.
International shipping is available to select destinations.
Will my order require a signature?
Yes.
Given the nature and value of our jewellery, all MAISON NGUYEN shipments require a signature upon delivery.
What happens if my tracking says my package was delivered but I cannot find it?
Please first check with your building concierge, reception, household members, or another person who may have accepted the package.
If the shipment remains unaccounted for, contact the carrier using the tracking information provided and notify MAISON NGUYEN immediately.
We will work with the carrier to investigate the shipment.
Is my jewellery insured during shipping?
Yes. MAISON NGUYEN jewellery shipments are insured against loss, theft, and accidental damage while in transit, subject to the applicable carrier and insurance terms.
Do you ship internationally?
Yes. We offer insured express international shipping to select destinations.
International orders may be subject to customs duties, taxes, tariffs, brokerage fees, and other charges imposed by the destination country.
These charges are the responsibility of the recipient.
Can you mark my order as a gift or declare a lower value?
No.
All international shipments must be accompanied by accurate customs documentation reflecting the nature and value of the goods.
We cannot alter the declared value or identify a commercial shipment as a gift.
Can I ship to a PO Box?
Due to the value of our jewellery and our signature requirements, certain shipping addresses may not be eligible for delivery to a PO Box.
Please contact us before placing your order if you require delivery to a PO Box.
CANCELLATIONS & RETURNS
Can I cancel my order?
Orders may be cancelled within 24 hours of purchase, provided production or preparation has not already commenced.
After the 24-hour cancellation period, orders are final sale.
Please contact us as soon as possible if you wish to request a cancellation.
Do you accept returns?
All MAISON NGUYEN jewellery sales are final.
We do not accept returns or exchanges for change of mind, incorrect ring sizing, or other circumstances where the jewellery has been produced in accordance with the confirmed order.
What if I ordered the wrong ring size?
Please contact us as soon as possible.
If production has not yet commenced, we may be able to update the requested size.
If the piece has already been produced, resizing may be available depending on the design and may incur an additional fee.
What if I change my mind after production has started?
Once production, procurement, setting, or preparation has commenced, the order cannot ordinarily be cancelled.
Because certain pieces require diamonds, precious metals, and production specifically for an order, these costs may be incurred before completion.
REPAIRS & CARE
Does my MAISON NGUYEN piece come with a warranty?
MAISON NGUYEN stands behind the craftsmanship of its jewellery.
Any applicable warranty coverage will be provided with your purchase and may vary depending on the piece.
Warranty coverage generally relates to manufacturing defects and does not extend to damage caused by accidents, improper care, normal wear and tear, loss, theft, unauthorized alterations, or misuse.
Do you offer repairs?
Yes.
Repair services may be available for MAISON NGUYEN jewellery depending on the nature of the damage and the construction of the piece.
Each repair is assessed individually before work begins, and a quotation may be provided where applicable.
How should I care for my engagement ring?
Remove your ring when exercising, swimming, bathing, cleaning, performing manual work, or engaging in activities where the jewellery may be exposed to impact or chemicals.
Avoid exposure to household cleaning products, chlorine, bleach, and harsh chemicals.
When not being worn, store your jewellery separately in a secure, dry place.
RING SIZING
How do I determine my ring size?
We recommend having your finger measured before ordering.
If you are purchasing an engagement ring as a surprise, contact us and we can discuss discreet methods for determining the appropriate size.
Can every ring be resized?
No.
The ability to resize a ring depends on its design, setting, metal, proportions, and required size adjustment.
We will advise you if a particular piece has sizing limitations.
Can I have my ring resized after purchase?
In many cases, yes.
Resizing availability and cost depend on the piece and the amount of adjustment required.
Please contact us before having a MAISON NGUYEN piece altered by another jeweller.
DIAMOND EDUCATION
Are your diamonds natural?
Yes. We exclusively offer natural diamonds.
Where do your diamonds come from?
We work with established diamond suppliers and prioritize diamonds sourced through legitimate channels and in accordance with applicable laws and industry standards.
Our diamonds are selected with attention to quality, provenance, grading, and overall characteristics.
Are your diamonds certified?
Where applicable, diamonds are accompanied by an independent grading report from a recognized gemological laboratory.
The applicable certificate and grading information will be provided with the piece.
What are the 4Cs?
The 4Cs are the four principal characteristics used to describe a diamond:
Cut — How effectively the diamond interacts with light. Cut has a significant effect on brilliance and visual performance.
Colour — The degree of colour present in a diamond. On the standard D-to-Z scale, D represents the highest colour grade.
Clarity — The presence of internal characteristics and surface characteristics within a diamond.
Carat — The diamond's weight. One carat equals 0.2 grams.
The 4Cs provide an important framework for evaluating a diamond, but they do not tell the entire story. Two diamonds with identical grades can look meaningfully different depending on proportions, optical performance, shape, and other characteristics.
Why should I buy a certified diamond?
An independent grading report provides documentation of a diamond's characteristics and gives the purchaser an objective reference for the stone.
Certification can also be useful when arranging insurance, maintaining records, or evaluating a diamond in the future.
Does a higher clarity or colour grade always mean a better-looking diamond?
Not necessarily.
Diamond quality is highly interdependent. Cut, proportions, shape, colour, clarity, carat weight, and individual characteristics all contribute to how a diamond looks.
Our role is not simply to identify the highest grade available, but to evaluate the stone as a whole.
What is an investment-grade diamond?
The term “investment-grade” is not a universally standardized gemological designation.
When we use the term, we refer to diamonds selected for a combination of characteristics such as quality, rarity within the relevant market, documentation, desirability, and long-term significance.
No diamond purchase should be understood as a guarantee of future appreciation or resale value.
Can MAISON NGUYEN help me select a diamond?
Yes.
Diamond selection is one of the most important parts of choosing an engagement ring. We can walk you through available stones, grading reports, proportions, pricing, and visual characteristics to help you understand the differences between them.
REMOTE PURCHASES
Can I purchase remotely?
Yes.
We work with clients across Canada and internationally.
Our team can provide detailed specifications, certification documents where applicable, photography, video, and private consultation remotely.
Can I purchase an engagement ring as a surprise?
Absolutely.
We understand that an engagement ring is often purchased discreetly.
Our team can assist with sizing, communication, shipping, and delivery arrangements while maintaining the privacy of the purchase.
STILL HAVE QUESTIONS?
For questions about a specific ring, diamond, order, sizing, or private appointment, please send us an email at contact@maisonnguyen.ca
Fine engagement rings, made in Toronto.