FAQ

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Shipping
Returns & Exchanges
Product Care & Materials
Gifting
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Shipping

COVID-19 Update

Due to the ongoing COVID-19 pandemic, Canada Post has experienced a significant increase in mail volumes and is experiencing extraordinary delays.

While we are dispatching orders quickly, delivery delays are possible and beyond our control. We cannot guarantee that you will receive your order by a certain date. Any timeframes stated are simply estimations.

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. 

When will I receive my order?  

All orders have a processing time of 1-3 business days, which is the time it takes to assemble and pack your order before it is dispatched. This excludes weekends and holidays. Please take this additional time into consideration when calculating when your order is estimated to arrive.

Canada Post Expedited: 7-14 business days
Canada Post Xpresspost: 3-5 business days
Canada Post Priority: 2-3 business days

*These are simply estimations and are NOT guaranteed.*

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. 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?

We happily offer local pickup from our home studio in Ottawa, Ontario. You will be able to select Local Pickup as a delivery method during checkout. Once your order is ready to be collected, you will receive an email with pickup instructions. Due to our location, we are unable to offer a contactless exchange but will meet you outside of our building for a safe send-off.

We reserve the right to pause our local pickup offering at any time due to the COVID-19 pandemic. 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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