House terms
Policies
Quiet rules for correspondence, shipping, warranty, and return. We serve clients across the Fraser Valley and Greater Vancouver by appointment and by letter. Broader house terms — products, pricing, liability, and governing law — live on Legal.
Privacy
We collect only what correspondence and commission require: your name, email address, and the details you choose to share about a piece or appointment. Inquiry forms on this site are processed so that we may reply; we do not sell lists, nor rent them.
Payment details, when commerce is open, are handled by the payment provider — not stored as card numbers on AVA pages. Stone reports and commission notes stay with the house file for the life of the work.
Hosting and form infrastructure (including Netlify and email providers) may process information outside Canada. Further detail appears under Legal — Privacy.
We do not publish a street address or telephone number. Region is enough: British Columbia, Fraser Valley, Greater Vancouver. Write to hello@theava.ca to ask what we hold, or to ask that a file be closed.
Shipping
Finished Collection pieces travel by Canada Post with tracking appropriate to the value, or by local collection by appointment (Fraser Valley / Greater Vancouver) — arranged in writing after the order or inquiry is confirmed. Pickup location is shared privately; it is never printed on public pages. AVA does not require public retail premises.
Pieces leave only after inspection. Partner ateliers craft overseas; we inspect in British Columbia before release. Certificates, where applicable, travel with the piece.
Timing depends on the route and the work. We confirm dispatch dates in correspondence. International shipping is not offered by default and proceeds only when AVA agrees in writing; the buyer may owe import duties and foreign taxes — see Legal — Shipping, duties & taxes.
Warranty
AVA inspects before release and will help you reach the partner atelier when a craft question arises. Manufacture warranties are fulfilled by those ateliers — not by AVA. Shipping coverage, when you opt for it, is Canada Post’s (or the confirmed carrier’s) product, not AVA’s.
Write to hello@theava.ca with the certificate or order reference and clear photographs. Full terms: Legal — Warranty & aftercare.
Returns
Collection pieces purchased as finished goods may be returned within fourteen (14) days of delivery if unworn, unaltered, and in the condition released — original packaging and certificate included. Write first; we will confirm the return path and any restocking note before the piece moves.
Custom and Studio commissions are made to specification. Deposits and progress payments are not casually reversed once bench work or stones are committed. If a material fault appears after release, write promptly; remake or repair is arranged by appointment.
Natural diamonds and lab-grown diamonds are labelled as such and are never interchangeable after sale. A return does not become an exchange of origin.
Quiet house rules for correspondence and shipment. Clients engage freely and may seek independent estimates. Broader terms — including voluntary engagement — live under Legal.