Frequently asked questions
Booking and location
We are located at Work Nicer Coworking Rail Yards, located at 1206 20 Ave SE.
Free parking is available.
We do! Walk-ins are available Tuesday to Friday from 10am-6pm. Simply call or text on arrival and we will be with you as soon as possible. Refreshments are available in the lobby while you wait.
We can take late appointments weekdays and Saturdays until 8pm, as long as it is booked before 4pm. For Sunday appointments, please book an appointment by Saturday at 6pm.
A member of our team will greet you, provide you with a refreshment of your choice, and escort you to our private offices. From there, we will begin your Jewellery Needs Assessment.
We will ask you a series of questions to determine which combination of custom design work, restyling, repair, or Marlow Design Collections pieces will best suit your situation.
Custom jewellery tells your story. Any details you are willing to share about your moments and memories will help us to create a piece that is uniquely you. For the best experience, we also recommend the following steps:
- Email any inspirational pictures or Pinterest folders to email@example.com, or text them to either +1-403-992-8452 or +1-403-690-1915.
- Browse our website and explore the Marlow Design Collections for an idea of styles, metals, and gemstones. The education page is a great resource for learning more about the various options available to you.
- Let us know the date you need your piece by and an approximate budget.
- Make a list of any questions you may have. We are more than happy to answer any inquiries about jewellery or the custom process.
It depends, but please see approximate times below:
- In-person: 1 hour
- Virtual: 45 minutes
- Virtual introductory consultation: 10 minutes
- Intake for jewellery restoration and repair: 20 minutes
- Warranty inspection, cleaning, and pickup: 10 minutes
We also offer a 2-hour in-depth consultation for complex designs or multiple projects.
Yes, through email or virtual appointment. While we enjoy seeing our clients in person, the entire custom process can be done online, including free shipping to your door.
Custom design and restyling
Our range of jewellery includes earrings, pendants, bangles, necklaces, cuff-links, and rings. We can also cast ornaments for a special touch to your holiday tree.
We offer the following range of metals for your custom jewellery:
- White gold in 10k, 14k, 18k, and 19k
- Yellow gold in 10k, 14k, 18k, and 22k
- Rose gold in 10k, 14k, and 18k
- Sterling silver
Absolutely! Our relationships with top international suppliers enable us to source both the highest quality, but most importantly ethically sourced stones in the world. From GIA certified diamonds to sapphires, our team will find the perfect stone to best fit your occasion and budget. We provide high resolution videos on all our stones.
Yes. Please send us the pricing and certification details and we can either source that exact stone, or we can find an equivalent. That way you can use our expertise to determine if it truly is the right stone, and still qualify for our warranty!
Yes, we have access to CanadaMark certified diamonds.
After a consultation, we will design and create a simple 3D render. This includes the metal and gemstone. You are welcome to unlimited revisions until you are completely satisfied. Wax models are also available for a hands-on inspection of your piece.
Please note that advanced renders, such as character casting, and organic designs that require lengthier amounts of time, may require a deposit. This will be credited towards your purchase.
No. Instead, we use prototype inventory to showcase our designs and help clients visualize the final product. In turn, this allows us to be significantly more competitively priced than traditional retail stores, as every piece will be made to order.
Absolutely. We are one of the few jewellers that specialize in restyling. Any intact gemstones can be reset. Metals can either be used in a new jewellery piece, or we will add a metal credit to your purchase.
As long as the design hasn't entered the casting phase, any alterations and changes are applicable free of cost.
Anywhere from 3-6 weeks after payment is made, depending on the intricacy of design.
We have a wide selection of vendors that can meet your needs. Please contact us and we will be happy to assist.
Marlow Design Collections and Marlow Design Catalogue
The Marlow Design Collection consists of exquisite, made-to-order jewellery with personalization options. The Marlow Design Catalogue has pre-existing designs that can serve as inspiration for your perfect custom piece.
Shipping and returns
We will arrange for pick up at our Calgary studio or free delivery to your address. Once your order is shipped, you will receive a tracking number. Your piece will include a box and a signature Marlow Design carrying pouch.
This varies depending on the piece. Jewellery from the Marlow Design Collection that are in stock will ship within 1-2 weeks. If the piece is personalized, it will ship within 3-4 weeks. Custom pieces will require 6-8 weeks.
We do. Please contact us at firstname.lastname@example.org for more information. Please note that you will be responsible for any applicable taxes and duties.
All shipments are insured against theft until a correct signature release is on file. Damage during shipping will be fully repaired or the item will be replaced. If an issue occurs, please contact email@example.com with your order number to start a claim.
While we don’t provide refunds for custom orders, we do have a craftsmanship guarantee. If the piece isn’t perfect, we will make alterations at our cost until it meets your expectations.
Yes, we offer a 30 day return policy. Please note that the piece must be unaltered and in as-new condition. A restocking fee may be assessed on items that have been damaged or personalized. Please contact firstname.lastname@example.org for a free return waybill.
Yes. Every piece includes a Lifetime Jewellers Warranty. This covers repair work and material replacement, chipped, cracked, or lost gemstones, and replacements for porosity of metal, heat scarring, chain and shank failure (at our discretion).
All repairs are done in Calgary at a secure fully insured location.
Yes, our repair work comes with a 3-month workmanship guarantee.
Depending on the work required, it will take approximately 5-10 business days. If it requires more time, we will let you know during the consultation.
Yes. We have partnered with PayBright to offer payment plans over 6 to 36 months at 0% APR. Please see our financing page for more information and to pre-qualify.
- Clean your piece with warm water and mild soap.
- If you notice a loose prong/claw please bring it to us at your earliest convenience.
Our team is happy to provide:
- Free jewellery cleaning
- Free consultations
- Quotes for repairs, restyles, and custom designed jewellery
- Live renders - you get the opportunity to be involved with the entire designing process
- Prototype inventory to help visualize your piece
Yes, for $10/letter on platinum, gold, or silver jewelry. Prices may vary on tungsten and other alternative metal jewelry. Please contact us for a consultation.
Yes. Subscribe to our newsletter (see footer) to receive insider information on fine jewellery and you will receive 15% off Marlow Design Collections and Marlow Design Catalogue pieces. Please note this offer excludes diamonds over 0.3CT.
Additionally, as a thank you to our clients, the Lifetime Jewellers Warranty includes 20% off jewellery maintenance.