Frequently Asked Questions
Questions related to (scroll to) one of the following:
2. Concrete Jewelry
3. Diamond Jewelry
4. Privacy Policy
5. Caring for your KONZUK piece
6. Memento Cremains
1. PURCHASING JEWELRY ONLINE:
Where are we located?
The KONZUK studio is located on the beautiful Sunshine Coast, in British Columbia, Canada.
Do you charge in USD or CAD?
We do have a currency convertor on our site. Please select your country's currency from the pop-up that appears when you visited our website. Or choose from the drop down currency selector in the footer. Otherwise all of our prices are listed in U.S. dollars.
Do you accept international orders?
Yes, we have happily shipped around the world for over 25 years! Please visit our shipping options to find out more information. Please note that orders shipping outside of North America will be subject to your country’s customs and duties.
Do you charge sales tax?
U.S. and International
We do not charge sales tax for orders shipping outside of Canada. There are no customs or duties owing for North American shipments. Our jewelry is made in Canada and subject to the USMCA. Shipments outside of North America will be subject to your country’s customs and duties.
Canada
We charge sales tax for Canadian provinces and territories. Tax rates are in line with the appropriate province or territory.
What are my shipping options?
Please see here: Shipping
What is your refund policy?
We are happy to accept returns for exchanges or store credit within 30 days of receipt of the item. Please see here: Returns & Repairs.
What is your warranty period?
We honor a two-year warranty on our products which covers any problems a customer may have beyond normal wear and tear. We would replace any worn concrete, lost diamonds or broken parts within this period free of charge. Beyond the two years, there would be a nominal charge.
Can I have Konzuk Jewelry sent to someone as a gift?
Yes, please indicate the address of the recipient as the shipping address and enter yours as the billing address.
Will my item(s) be presented in any kind gift packaging?
Yes, we do provide ring boxes for the Facet Collection and gift boxes for each jewelry piece ordered. Our Household pieces come with a custom designed and branded packaging. Because of their size this does not include the XL Vessels + Candles. They are safely packaged in branded corrugated boxes.
Is it safe to buy jewelry over the internet?
We use the same technology that the banks use to protect against the loss, misuse or alteration of your information, so you can order without worrying about a thing. Your information is safe with us.
Also, when you’re checking out – you can feel doubly secure if you see an “s” after the “http” in the website address. All browsers display this to let you know that you’re in a secure environment thanks to our use of secure socket layer (SLL) technology.
Is it safe to ship jewelry?
We ship our jewelry by carriers like FedEx, so the chances of anything happening to your package is slim. Plus, all our shipments are fully insured and remain our responsibility until it arrives at your door.
What if I do not get the size right?
If the ring you ordered does not fit we’ll provide one sizing free of charge. The turnaround time for resizing takes approx. 3 business days, plus shipping time. Please visit the Returns & Repairs section to find out how to send the ring back for sizing.
Can I have my items engraved?
Sorry, not at this time.
If there was a problem while submitting my order, should I just resubmit?
Just to be sure, you should first contact our customer service department via our chat bot and/or email at connect@konzuk.com for quick and reliable assistance. They can let you know if your order has been submitted successfully or not. And if it hasn’t, they can place the order on your behalf.
What if I have placed a duplicate order?
If you think you might have placed a duplicate order, please contact our customer service department via our chat bot and/or via email at connect@konzuk.com and they’ll make sure that everything gets sorted out and provide a refund for the duplicate payment.
What if I like a specific item but would like to customize it?
Not a problem. We would be happy to discuss customizations (within reason and within our established aesthetic). Please email Karen directly at karen@konzuk.com and she will personally help you with your specifications.
How do I check the status of my order?
Click on “My Account” at the top of any page and go to track order. You will need your Order ID that you received when you placed your order.
How do I track my order after it has been shipped?
Your tracking number will be emailed to you upon shipping. If you receive an email confirmation from us that your order has shipped and no follow up email within 24 hours indicating a tracking number, please email us at info@konzuk.com and we will provide this for you.
2. CONCRETE JEWELRY QUESTIONS
Can I get the concrete wet in my jewelry?
Yes, it is OK to wash your hands or wear your piece in the shower! All of the items are sealed and will not be affected by water.
What substances should I avoid with concrete jewelry?
Please avoid prolonged exposure to chemicals such as detergent, perfumes, nail polish remover and other astringents. These could eventually wear down the surface or dis-color the concrete.
What if my concrete gets darker over time from oils?
We’ve discovered that a Mr Clean, Magic Eraser works wonders to clean the surface of the concrete. Just wet the Eraser and scrub the surface of the jewelry.
How will the concrete wear over time? Will it chip or break?
The concrete we use is a new generation of concrete called Ultra High Performance Concrete. It was formulated in Germany and is 20 x stronger than traditional concrete. We realize when you wear rings you will always be bumping into things, or grabbing handles, so we do take this into consideration when designing the rings. The metal edges of the rings will prevent any chipping or breaking of the concrete. As the surface of the concrete is so minimal, there is also no worry about expansion and contraction with changing temperatures.
What if I drop one of my jewelry pieces by mistake? Will the concrete break or chip?
The concrete in the jewelry is minimal and protected by the steel it is set into, there is little chance it will chip or break. The Orbis vessels and candles will crack if dropped as they are fragile, so please handle with care.
3. DIAMOND JEWELRY QUESTIONS
Can I trust the tension setting?
The tension setting is one of the strongest settings out there. Only stainless steel, platinum or titanium can be used for these settings as they are the strongest metals. It is tension in the band that holds the diamond in place. Much stronger than tiny prongs holding the diamond!
What if the diamond does fall out of my setting?
This is an extremely rare situation but if it were to occur, we would replace the diamond, if lost and return it to the setting (at any time in the life of the ring) for free.
What if I like the ring, but would like a large diamond?
Most of the rings are designed with the ideal diamond size for the band. As diamonds get larger, they also get deeper, so the band would have to get thicker to accommodate this. We do not recommend going any thicker than 3mm for a band as it will be uncomfortable for daily wear. If you did wish to go larger we can make the ring thicker at the top and gradually thin it out at the sides to it is more comfortable to wear. Please email info@konzuk.com if you wish to discuss this.
Do you sell any conflict diamonds?
We do not source our diamonds from any supplier who is not in accordance with the UN mandated system.
What are the 4cs?
Diamonds are graded and priced according to what is universally referred to as the ‘4cs’. They are cut, color, clarity and carat weight. Each is a description of the various characteristics of a diamond. For example, cut refers to the shape of the diamond, which affects its fire and brilliance. Color refers to the amount of color in the diamond (the less color a diamond has, the more valuable it is, all other factors being equal). Clarity describes the number of natural blemishes and inclusions a diamond has, and carat weight is simply a measurement of the diamond’s weight (not its size).
4. PRIVACY QUESTIONS
What information does konzuk.com gather about me?
We only gather the information needed to process your order:
Name
E-mail address
Billing and shipping address
Telephone number
Type of credit card you are using
Credit card number and expiration date, or other forms of payment
The information you provide us stays with us and remains confidential. We will never share or sell it to another company. Click here for our complete privacy policy.
How do I subscribe to or unsubscribe from your newsletters?
You can sign up for our newsletter on any page. Look for the signup box at the bottom of the site and enter your email address. If you want to unsubscribe from any of our email lists, simply use the unsubscribe link on the newsletter in the email itself.
5. MISCELLANEOUS QUESTIONS
How do I keep the brushed look of my jewelry?
We use a synthetic steel wool pad (like a Scotch-Brite pad from 3M) to give the metal the brushed look. You can continue to keep this up by visiting your local hardware store and purchasing your very own steel wool pad. Just brush it along the surface in the direction the grain already goes. This should remove small surface scratches and give it the look of when you first received it. Deeper scratches and dents can be removed by your local jeweller.
How do I prevent my cable from kinking?
All of the cables we use are stainless steel (except in the case of the gold pieces) as these give our pendants a nice minimal place to hang. They can kink if not taken care of, so please store these items separately to avoid getting caught and prevent bending.
6. MEMENTO COLLECTION FAQs
Can any KONZUK jewelry piece have cremains added?
Yes, ashes can be added into the concrete mixture on any design.
How much of the cremains do I send?
Approximately 1/2 teaspoon in a small, 2" × 2" ziploc bag.
What do I use to mail the cremains?
Wrap the ziploc in a piece of cardboard or paper. Use a regular envelope and send via registered mail.
Where do I mail my envelope?
Please send, with your return address, to us here:
KONZUK
4218 Packalen Blvd.
Garden Bay, BC
Canada V0N1S1
Do you supply a shipping label?
We are unable to supply a shipping label to send us the cremains, however we do strongly suggest using registered mail. Indicate on the customs form that it is a document. Is the purchase shipped insured? Yes, and your signature is required upon delivery.
What happens to the remaining cremains not used?
We will return any unused cremains back with your order.
How can I prove the cremains are cast in my piece?
The finished concrete surface will have visible evidence of the cremains in the casting. We do filter out a lot of the larger pieces using mostly the ashes for the final piece. Cremains cast into diamond dust lockets or pendants will not be as apparent on the surface, but are included in the mixed concrete.
Where is the piece made and cremains cast?
Everything is hand-crafted, including casting, in our studio on the Sunshine Coast in British Columbia, Canada.
Can the piece be engraved?
We don’t currently provide this service. The stainless steel surface will have to be engraved by someone local to you.
