FAQ

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Shipping & Pickups
Returns & Exchanges
Product Care & Materials
Gifting
Other

Shipping & Pickups

Where is my order?

Once your order is shipped, you’ll receive a confirmation email with your tracking number. Please allow up to 24 hours for tracking information to update.

When will I receive my order?

All orders are processed within 1-3 business days, which is the time needed to assemble and pack your order before shipping. This excludes weekends and holidays.

Estimated delivery times:

Canada:
- Expedited Shipping: 5-10 business days
- Xpresspost: 1-3 business days
- Priority: 1-2 business days
United States & International: Delivery times vary depending on the destination and chosen shipping class.

Note: These timeframes are estimates and are not guaranteed, as delays may occur during transit.

For more information, view our Shipping Policy.

Can I pick up my order?

Yes! We offer free contactless local pickup from our home base in Carlsbad Springs, Ontario, a 15-minute drive from downtown Ottawa. If you would like to pick up your order, select the Local Pickup option at checkout.

Once your order is ready, you’ll receive an email with instructions to schedule your pickup time.

Returns & Exchanges

What is your return policy?
We accept returns within 10 days of receiving your order. Please note:

Final Sale Items: Earrings, pierced jewellery, custom orders, personalized items, and discounted items cannot be returned.
Returned items must be unworn, undamaged, in original condition, and include all original packaging (e.g., pouches or boxes).

Customers are responsible for return shipping costs. For more details, view our Return & Refund Policy.

What is your exchange policy?
We do not offer exchanges. However, you can return an item for a refund and place a new order for your preferred size or style.

Product Care & Materials

What materials are used in your jewellery?
Materials are listed on individual product pages. If you have any questions about a specific item, feel free to contact us.

Can I request a custom order?
Yes! We accept custom orders, including modifications to existing designs (e.g., creating clip-on earrings or adjusting chain lengths). We also welcome ideas for new pieces. Contact us to discuss your request; additional fees may apply.

How do I care for my jewellery?
We recommend removing your jewellery before applying beauty products (e.g., lotion, perfume, body spray) and avoiding wearing it while sleeping or in water. This helps prevent tarnishing or dulling.

For more tips, check out our Jewellery Care Guide.

Where is your jewellery made?
All our pieces are handcrafted and curated in Ottawa, Canada. Whenever possible, we source materials from North American manufacturers and ensure they are ethically produced.

Gifting

How will my jewellery be packaged?
Your jewellery will arrive in a high-quality canvas pouch or jewellery box made from recycled materials, wrapped with care in tissue paper or a cotton bag. No prices are included, making it perfect for gifting!

Do you offer gift wrapping?
Yes! For a small fee, we provide gift wrapping with kraft paper and twine, and you can include a personalized note.

To wrap individual items in your order, please mention it in the notes section at checkout.

For orders with multiple gifts, we’ll include small tags to help identify each item.

Other

Where are you located, and do you have a storefront?
We’re based in Ottawa, Canada and ship worldwide. Our jewellery is also available in select stores across Canada and the US. Visit our Stockists page for a list of retailers.

What should I do if my jewellery is defective or I received the wrong order?
We’re so sorry for the inconvenience! Please email your order number and a photo of the defective or incorrect item to info[at]birchjewellery.com, and we’ll resolve the issue promptly.

What methods of payment do you accept?
We accept PayPal, Visa, MasterCard, American Express, Google Pay, and Apple Pay via our secure online checkout. For handmade markets, we accept cash, debit, and credit card payments.

Can I combine discounts?
Only one discount code may be applied per order. If multiple codes are entered, our system will apply the better deal.

Exclusions: Gift cards, gift sets/boxes and discounted items are not eligible for discounts.

Discount codes must be applied during checkout and cannot be added afterward.

Do you offer wholesaling for retailers?
Yes! We’re excited to partner with new retailers. Learn more about becoming a stockist on our Wholesale page, and let’s chat about featuring our collection in your store!