FAQ

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Shipping
Returns & Exchanges
Product Care & Materials
Gifting
Other

Shipping

COVID-19 Update

Due to the ongoing COVID-19 pandemic, Canada Post has experienced a significant increase in mail volumes and has advised that parcels will be delayed. While we are dispatching orders quickly, delivery delays are beyond our control and we cannot guarantee that you will receive your order by a certain date. Read our latest shipping update for more info.

How is my order shipped?

All Canadian, US and International orders are shipped via Canada Post. You can choose your preferred shipping method at checkout — e.g. Regular Mail, Expedited, Xpresspost.

We offer a flat rate shipping fee of $5 across Canada, which does not include tracking or insurance. Orders over $100 ship free across Canada via Expedited Parcel and includes tracking. Please carefully read the shipping options available at checkout and select which method best suits your needs.

Please view our Shipping Policy for more information.

Where is my order?

Once your order is shipped, you’ll receive a confirmation email with your tracking number (if applicable). Tracking information can take up to 24 hours to update. Please note, some shipping methods for Canada, the US and International do not come with tracking unless you’ve specifically chosen a method that includes it.

When will I receive my order?  

Due to COVID-19 and significant delays with Canada Post, we cannot guarantee delivery by a certain date. The following are estimations only.

Please note, each order takes 1-3 business days to process before being dispatched.

Flat Rate Domestic Shipping (Canada Only)
10-20 business days — No tracking

Expedited Mail 
Canada:  3-10 business days — Tracking included
United States: 5-10 business days — No tracking
International: 7-14 business days — No tracking

Xpresspost — Tracking included (Worldwide)
Canada: 1-3 business days
United States: 2-3 business days
International: 4-7 business days

Priority Mail — Tracking included (Worldwide)
Canada: Next Day 
United States: Next Day
International: 2-3 business days

These dates are simply estimations and are not guaranteed. Please allow extra time when your order is placed around a statutory holiday. 

Please view our Shipping Policy for more information.

 

Returns & Exchanges

What is your exchange policy?

We actually don’t offer exchanges for any of our pieces. Items can be returned for a refund, and you can place a new order for the piece or size you’d prefer.

What is your return policy?

We accept returns within 14 days of receiving your order on a case-by-case basis. When an item is approved for return, we will send you information on where to return your item(s). You are responsible for shipping the item back to us at your own expense. We do not, in any circumstance, offer refunds on shipping.

All earrings are final sale and are non-refundable due to hygienic reasons.

Product Care & Materials

What materials are used in your jewellery?

The materials used in each product are listed on individual product pages. If you’d like to know more information on a specific product, please feel to contact us.

Can I request a custom order?

We do accept custom orders which also includes modifying our current pieces to your liking. Some examples include creating clip-on or plug versions of our earrings and customizing the length of a chain. We’re also open to discussing new concepts. Please contact us to discuss. Additional fees may apply. 

How do I take care of my jewellery?

Read our tips for preserving your jewellery here. As a general rule, we suggest to always remove your pieces before applying beauty products like perfume, lotion and body sprays to prevent the pieces from tarnishing or dulling. We do not recommend wearing any of our pieces to sleep or in water. Read this post for ideas on how to store your jewellery when you're not wearing it.

Where is your jewellery made and what are your manufacturing standards?

We handcraft and curate our collection in Ottawa, Canada. Our supplies and materials are purchased from manufacturers in North America whenever possible, and we do our research to ensure they are ethically sourced.

Gifting

How will my jewellery be packaged?

Most orders are placed in a high-quality jewellery box made from recycled materials. Items are carefully wrapped inside with tissue paper or in a black organza bag and will never include prices — just in case you're sending it to someone special.

Our earrings come on a black card which includes our branding and information on who we are. Necklaces come in a small bag to prevent tangling while en-route. 

Do you offer gift wrapping?

We offer gift wrapping for a small fee, however, please note that gift wrapped orders are not eligible for our $5 flat-rate shipping due to the extra padding. Please choose another shipping method at checkout or we will contact you (rates are calculated by location).

Gift wrapped orders are beautifully wrapped with kraft paper and twine. You may include a personalized note by entering your message in the notes section in your cart.

If you wish to wrap items in your order individually, we ask that you indicate this in the order notes . For orders with multiple gifts, a small removable tag will be added to each box to help identify the items inside.

Other

Where are you located, and do you have a storefront?

We're based out of Ottawa, Canada. We ship worldwide and sell in select stores across Canada. See our Stockists page for a list of stores that carry our collection and visit our Events page to see a listing of upcoming markets and events. 

Can I pick up my order?

Due to the increase of COVID-19 cases in Ottawa, we have temporarily paused local pickup from our home studio. We are not able to offer contactless delivery at this time. Thank you for your understanding.

What do I do if my jewellery is defective or I received the wrong order?

We're sorry about that! Please send your order number and a photo of the defective or incorrect piece to info@birchjewellery.com, and we’d be happy to help resolve the issue right away.

What methods of payment do you accept?

Our secure online checkout allows you to pay with PayPal, American Express, MasterCard, Visa, Google Pay and Apple Pay. During our handmade markets, we accept cash, credit, and debit card payments. We do not accept cheques or e-transfers at this time.

Can I combine discounts?

A limit of one discount may be applied to each order. If a second discount code is applied, our system will automatically select the better deal, and the other discount will not be applied.

Do you offer wholesaling for retailers?

Our brand is rapidly expanding, and we’re always looking for new stockists. We’d love to chat about stocking our collection in your store or pop up. You can find our product catalogue, line sheet, and wholesale terms here. We look forward to hearing from you!

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