Terms and Conditions

Our Promise

Dimitri & Co. is committed to serving our customers through our Brand Ambassadors by pledging to work with credibility, honesty, integrity, and courtesy making each individual feel at home and welcoming each new customer as a “family member." We provide the highest level of service and attention to detail and strive to exceed our customers’ expectations to celebrate the important occasions that each purchase represents.

Returns and Exchanges

Online purchases - Dimitri & Co. merchandise purchased online is eligible for return or exchange within 3 business days of receipt of delivery. In the event your purchase does not meet your expectations, please contact us within 3 business days for a return authorization number, shipping label, and shipping directives. Please note that item(s) must be in original condition with all original packaging and tags intact or credit will not be issued. Personalized items, custom or customized items, and/or items showing signs of wear will not be accepted for return or exchange.

In Person Purchases - Dimitri & Co. merchandise purchased in person is eligible for return or exchange within 5 business days of the original purchase date. In the event your purchase does not meet your expectations, please contact us within 5 business days to arrange return of item(s). Items less than $500 can be returned to the original form of payment or exchanged. Items $500 or more are eligible for exchange only. All returns must be in original condition with tags attached and accompanied by all packaging including sales receipt and other identifying documents. Personalized items, custom or customized items, and/or items showing signs of wear will not be accepted for return or exchange.

Special Orders Policy

Merchandise ordered at customer’s request is not returnable, refundable or eligible for exchange. Special orders for items over $200 require a 20% non-refundable deposit to process. Orders under $200 are to be paid in full at time of order.

Custom Work Policy

Custom designs are created based on stated and implied specifications derived from the individual customer and therefore are non-returnable. This includes all metals, gemstones or other materials incorporated into the design whether purchased together or separately. To begin a design there is a minimum $400 CAD or design model fee. A 50% non-refundable deposit of the item’s final cost is due at the time of model approval with balance due at delivery. Purchase of certain gemstones for the design may be charged and payable before work commences. Careful steps are taken to insure the design meets the expectations of the purchaser. Minor design changes can be made at model stage with one additional model supplied at no additional charge. After the model is approved and sent to production additional changes are generally not possible. The completed piece will be eligible for minor sizing and simple adjustments within the first 30 days at no additional charge with more complicated requests priced accordingly. Dimitri & Co. does not warranty items provided by the customer for inclusion in the new design nor do we evaluate, value or appraise said items unless that service has been specifically requested and paid for. Furthermore we assume no liability for further damage to previously chipped or damaged diamonds or gemstones during the custom work process.

Repair Policy

All work is performed in a timely manner with the highest possible care. Please note that Dimitri & Co., their employees, and/or representatives do not accept responsibility for the actual condition or identification of jewelry or gemstones received for the expressed purpose of repair. The customer assumes all risk due to factors seen or unforeseen that are beyond the control of Dimitri & Co. and their employees and/or representatives. This includes but is not limited to light weight mountings or otherwise unstable or flawed design factors, wear on the item, work performed by previous jewelers, rings sizing performed up or down beyond the limits of ring design, flawed, fragile, chipped or otherwise unstable condition of stones including stone treatments known or unknown. Customer will be fully responsible for complete disclosure to Dimitri & Co. regarding any treatments or enhancements involving their gemstones due to these being often difficult to determine in ordinary take-in procedures. Dimitri & Co. accepts responsibility for loss, theft or damage only if the event is a direct result of their or their employees’ and/or representatives’ negligence. Any damage or loss due to any aforementioned negligence is limited to the cost to repair or replace items not to exceed the original declared value at time of take-in. Should no value be declared the item will be valued at no more than $75. Customer will be contacted for approval should a jeweler, designer, or other Dimitri & Co. representative determine additional work is necessary beyond work originally requested to discuss need and additional cost if applicable. Dimitri & Co. guarantees repairs including materials and workmanship for 60 days from the original date of completion. Once notified their repair is ready, the customer has 10 business days to arrange pick up or delivery of their repair. Repairs left 90 days or more past notification of completion are considered abandoned and subject to forfeiture. Such items may be sold or otherwise disposed of at the discrepancy of Dimitri & Co.

Watch Repair Policy

Dimitri & Co. warranties complete watch overhauls including materials and workmanship for one year (12 months) from the original date of completion. This warranty excludes damage incurred due to moisture or damage to the crystal. There is no warranty stated or implied on minor repairs or battery changes where a complete watch overhaul is not included. Watch repairs are subject to same pick up terms as other repair items and must be claimed within the stated 90 day period.

Gemstone Enhancements

Most gemstones are routinely subjected to a variety of treatments and enhancements to improve appearance and/or durability. Gemstones in items purchased from Dimitri & Co. are to be assumed enhanced by traditional methods unless otherwise stated. These treatments may or may not be permanent and special care may be needed. Please, inquire how to care for your particular gemstone so it can be enjoyed for years to come.

Inspection and Cleaning Services

Dimitri & Co. is pleased to offer complimentary cleaning and inspection of your jewelry items. We recommend you take advantage of this service once every six months. Additionally, deep cleaning and polishing to restore luster along with any other maintenance services needed are available for a nominal fee.

Sales and Use Tax

We do not collect sales tax from customers residing outside of the state of Texas when items are shipped direct to that address. Please note that should these transactions still be liable for that state’s state use tax then the purchaser will be solely responsible for such in the event any tax is due. Please verify with your local tax authority.

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