FAQ

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Shipping
Returns & Exchanges
Product Care & Materials
Gifting
Other

Shipping

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 — i.e. Regular Mail, Expedited, Xpresspost. All Canadian orders automatically include tracking and insurance. If your US or International order requires tracking, please carefully read the options available and select which method best suits your needs.

Where is my order?

Once your order is shipped, you’ll receive a tracking number via email. Tracking information can take 24 hours to update after it’s shipped. Please note, some shipping methods for US and International orders do not come with tracking unless you’ve specifically chosen a method that includes it.

When will I receive my order?  

Each order takes 1-5 business days to process before being shipped. Estimated shipping times are listed below:

Regular Mail
Canada:  3-10 business days
United States: 5-10 business days
International: 7-14 business days

Xpresspost
Canada: 1-3 business days
United States: 2-3 business days
International: 4-7 business days

Priority Mail
Canada: Next Day 
United States: Next Day
International: 2-3 business days

Wondering if you'll receive your order by Christmas? Read this blog post.

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

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. 

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?

All pieces are placed in a high-quality jewellery box made from recycled materials. Items are carefully wrapped inside with tissue paper 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, zip-up bag to prevent tangling while en-route. Once packaged, all orders are shipped in a padded bubble mailer. 

How does gift wrapping work?

We offer a gift-wrapping option which can be selected in your cart before checking out for a fee of $5. Each order is beautifully wrapped with kraft paper and twine. You may include a personalized note by entering your message in the notes section. For those wishing to have their order packaged in a certain way (with some pieces together and some individually, or all together) 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 Retailers 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 provide free customer pickup in the Ottawa area. This option can be selected as the shipping method during checkout. We will contact you to coordinate a time and date within 48 hours of placing your order. Pickup location is on Riverside Drive near Smyth Road.  

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 tap Interact 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. Discount codes cannot be used in conjunction with free shipping discount codes.

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. Please send us an email with a little about you and your store to info@birchjewellery.com, and we’ll provide you with an order sheet and our wholesale terms.

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