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Frequently asked questions

Customer Care

Can I reach you by phone?

Our flagship has a text and phone line available, however, we can only accept local/domestic calls and texts. Our retail team can answer flagship-related inquiries, such as what’s currently in-stock there. The retail team cannot assist with web order inquiries/updates and shipments. They cannot assist with any ongoing conversations you’ve had with our bespoke team via email. Please email us at info@laurieflemingjewellery.com if you have any questions from outside of Canada, about a web order, or about your ongoing bespoke process and the studio team will get back to you as soon as possible.

If you are within Canada and would like to begin the bespoke process, please use our bespoke form or email us; our retail team won’t be able to properly serve you throughout the whole bespoke process over a phone call, as bespoke is a very detailed process.

If our flagship misses your call, please shoot us a text! We may not be able to answer right away if we are serving customers in store, but we will respond to your text as soon as we can, Wednesday-Sunday. Our flagship phone number is 416 677 0168.

Can you assist me with an order placed through one of your retailers (eg. Catbird)?

We are happy to help, though will have to do so through our retailer as the piece was purchased through them and not us directly. Please get in touch with the retailer and they will work with us to help further. Please also note, we cannot accept returns/exchanges on pieces purchased through our retailers, as they were not purchased from us directly. Please contact the retailer for their return/exchange policies.

Can you help me insure my jewellery?

Jewellers don’t provide insurance on pieces, just like anything else purchased from a producer— insurance is a third party service. We recommend inquiring with your home owners insurance first, which is how most jewellery is insured. If the piece is very high value, you may have to insure through a jewellery insurance provider. Your insurer will ask for a statement of value so they know how much to insure it for. Depending on their policies and the value of the piece, this will either be the invoice/receipt, or they will require an appraisal.

Repairs & adjustments

My ring doesn't fit; can you resize it?

We offer one complimentary ring sizing! (Please note, we don’t work on pieces that are not made by us; this includes resizes, repairs and cleaning.)

If you are local to Toronto, you can bring the ring in to our flagship at 919 Queen West for resizing. If you are elsewhere, we just ask that the shipping is covered. We will discuss shipping options with you and provide you with a pre-paid, pre-filled out and signed shipping label. Please email us for further instructions about shipping back resizing or repairs, as well as timelines for altering your piece. Please don’t ship anything straight to us without contacting us for instructions.

I need a repair, can you help?

Yes, we likely can! Please visit our repair page for more info.