Honest Solitaire is a brand owned by Canadian company Melisem Industries Inc. as of January 2020. Honest Solitaire previously operated as an independent brand since 2017. Honest Solitaire for the purpose of this site will be referred to solely as Honest Solitaire.
Honest Solitaire will update the policies described on this page and website from time to time and at their sole discretion. Policies on this page are current and void any previous terms/conditions possibly reflected on old order invoices/receipts/email communication/sales representative or customer service email signatures.
By making a purchase with Honest Solitaire you accept and acknowledge you have read in full, the policies as set forth on this page labeled Purchase Policy. You accept and acknowledge that it is the sole responsibility of the customer (you) to review and clarify any terms, before submitting payment to Honest Solitaire via the Website or invoice method most commonly but not solely used for customized orders.
All of our packages are shipped with tracking and insurance. If the parcel is refused by the recipient, the item will be returned and forfeited to Honest Solitaire unless the recipient makes arrangements and additional shipping payment is received by Honest Solitaire within 7 days of the refusal as noted by the postage/courier service on the tracking history.
All orders are shipped once released from production. We aim to have orders passed through both quality control checks, photographs, and sterilization within 7 working days of clearance from the production stage.
Duties and taxes in your local city/country/state/province etc. are entirely the sole responsibility of the customer. Honest Solitaire holds no responsibility or interest in the collection of taxes or importation duties demanded by the local authority.
Items/orders are shipped from Canada from one of the Honest Solitaire shipping locations. Our main shipping office is located in Calgary, Alberta.
Pick-up is available by request and approval from Honest Solitaire via one of the shipping offices. Pick-up nay be refused or unavailable from time to time and at the sole discretion of Honest Solitaire
Returns are subject to a 20% restocking fee and/or service fee, of the original purchase price, are eligible for store credit ONLY, return requests must be made within 7 days of receipt and the item must meet one or more of the following criteria:
* Custom design orders are final sale. Please see Exchanges for the policy on defective custom design orders.
Exchanges are subject to a $150 service fee of the original purchase price. Items can be exchanged for items of equal or greater value. Exchange requests must be made within 48 hours of delivery and the item must meet one or more of the following criteria:
Honest Solitaire is a small Canadian business. We operate with various teams to complete and outsource our rendering/production/delivery/shipping services. This allows us to have the most competitive pricing possible while also supporting other small businesses/contractors/Canadian services. Due to this, you will receive communication during the design, order processing, payment, rendering and shipping notification stages only. Once an order has left the payment and/or rendering stage (in the case of custom/customized orders), there will be no updates during the production stage until the shipping/pick-up stage, which is when the order is ready for pick-up or the tracking number is sent to the customer. This allows us to spend more time making sure everyones orders are being created in an efficient manner and hours are spent delivering product to you instead opposed to collecting updates from various parties and teams. At this time we do not have an automated system capable of managing updates detailed enough to handle the nature of our work. 90% of our orders are custom and each have their own time frame based on the line up of orders or the complexity of the designs. There is simply no way of having an automated system capable of providing accurate updates.
During this stage, your selection is made on our website or we are quoting your custom design idea.
At this time payment is received for your order in accordance with the requirements for your order type.
During this time, your credit card payment will take up to 5 business days to process. Once payment is received, we will begin ordering your stone cutting, materials, digital imaging and final design specs. This entire processing stage can take up to 3 weeks during an average work load.
If you have placed a custom design order, we will provide you with the renders for approval. Edits will be made during this time until you are happy with the design. There is no time frame set for this stage as it can take 3-5 working days for each communicated edit to be received and worked on. The designers with Honest Solitaire draw out the changes by hand, and are submitted to the digital render teams.
Once a Made-To-Order or custom design is finalized, production begins. This involves 3D rendering/wax mould printing, gold casting, stone setting, polishing etc. This process usually takes 3-6 weeks during a normal work flow. There are no updates provided during this time.
Once the order is released by the stone setters, we will clean, sterilize and box your order. We will ship it out and forward you the tracking information once it is on the way. Shipping times are usually 2-7 days depending on region and country.