Shipping + Policies

By purchasing from Mint & Birch, customer agrees to all terms and conditions. This page will show any other pertinent information regarding your order! It is the customer's responsibility to read product listings and policies prior to purchasing.  If you have any questions, please  contactme. By agreeing with the terms, you have read all the listings clearly and followed the instructions. The listings all have the instructions on how to order, and you can contact Jessica if you have any questions at all prior to ordering. I am more than happy to help! I reserve the right to update this information as needed.  

Turnaround Time

I generally get orders out within about 10 or so business days depending on order date and volume. However, due to the nature of handmade and the many processes that it involves, turnaround time for orders is anywhere from 5-25 business days from order date to the date that it is being shipped! Each piece goes through several handmade processes before it can be ready to ship! Mint & Birch is owned and run by a mama of 5! Every single piece is cut by me (Jessica!) out of sheets of precious metals, filed, polished, drilled myself! I don't buy blanks. Instead, every single piece is cut by myself in my studio out of sheets of precious metals! I personally polish each piece at each every single step of the wait - it's a personalized process and your necklace is made with so much love and care by me! I promise they are worth the wait! It is a truly personalized experience and I am so honoured to be making these special pieces with my hands! It may not be instant gratification, but when you feel a Mint & Birch piece in your hands, it will all have been worth the wait!

When your order is ready to ship, you will be emailed with tracking information.

This may increase during our busier seasons, such as Christmas and Mother's Day or if I run events. See here for Christmas & Mother's Day deadlines and turnaround information around holidays.

Please note that I do not have control over the postal system or how long it takes for them to physically deliver your package.  Within the turnaround time, I handcraft your necklace to order.  I ship from Langley and Surrey, BC.  If you have a special date you need your order for, please ensure that you give yourself enough time to account for transit time by the postal office or to travel to the pick-up location. Pleasecontact Jessica if you have any questions.
If you request for your orders to be combined, your turnaround time may increase to past the standard turnaround as I will have to wait for all the items to be finished and pull them out of sequence as I organize your request.


LOCAL PICK UP 

Local pick up is temporarily suspended.



TRACK YOUR ORDER

I will email you as soon as your order is ready to ship! All orders are trackable. Canadian orders ship through Canada Post. Please give me some time to physically get your package to the postal office. When I print a label, you will be emailed with the confirmation. However, I need time as a small business to physically get your packages to the post office. 

I ship with insurance (for Canadian orders). If anything happens during delivery, I can open a case with the post office and this will be dealt with on a case by case basis. Please note that I do not have control over how the postal service processes claims but I will do my best to work with you to find a solution. 

INTERNATIONAL ORDERS

I ship worldwide! Customs and duties are the responsibility of the customer. Customs and duties rates will vary by country. If you would like to know the customs and duties rates for your country, I highly suggest that you contact your local post office or authorities to inquire. I will NOT undervalue the total price paid for the order on the customs form. 

ORDER CHANGES

I start orders right away when they come in! By requesting any sort of order changes, you forfeit any type of buyer protection for your transaction.  I cannot change orders after they have been placed. However, I will always do our best to accommodate. Please contact me directly here if there are any questions regarding your order prior to ordering!

 

EXCHANGE/REFUND/CREDIT POLICY

The bottom line is that I want you to be happy! I strive to deliver excellent customer service. However, I need to be in direct communication with you in order to provide you with the customer service that you deserve. If I made a mistake with your order, I will always amend it. Mint & Birch strives for customer service excellence. Please contact me right away if there has been an error or mistake on our part. Please contact Jessica right away if there is an issue with your order or jewellery. 

If you have a concern, please STOP, and do NOT open or wear it. I am unable to process refunds or exchanges on any items that are opened or worn due to hygienic reasons.  

Because our pieces are highly customizable, and because I offer so many different options, I highly recommend contacting me before you order if you have any questions at all. 

Please note that you are purchasing ahandmade item. Each piece has been cut by hand out of sheets of precious metal, polished and filed by hand. As with handmade, please allow for evidence of the handmade process. 

I do NOT REFUND OR REPLACE FOR REMORSE REGARDING OPTIONS/CHOICES. This is NOT not negotiable. If you have any questions at all, please contact me prior to ordering if you have questions. 

If there are any discrepancies between your drop down selections and your notes, I always follow the drop down selections first. Customers are responsible for ensuring that they select the options they want on their order.

If you have any concerns, I am here to help. I are more than happy to assist you and address any concerns and questions that you may have. Please contact me directly here.  If you have any questions or concerns with your order, please contact me within 7 days of receiving your order. If there is anything faulty, I will always amend it. The date of receipt will be considered the day it is marked as delivered via tracking.
 

ADUSTMENTS & REPAIRS

Repairs and chain replacements are a service I provide! Please contact me if you need a repair or adjustment. 

CODES 

Orders placed with incomplete customization notes will be cancelled. Engraving uploads (signatures, etc) with images needing extra graphic design work will be cancelled and you may have to re-place it with a better image. Let me know if you would like tips on how to take the photo so that it's clear and bright or how to get the best image! If your order is cancelled due to incomplete customization notes, and the code expires, the code cannot be re-activated. Please contact me if you are unsure about your graphic or notes!

One code per purchase. Codes will NOT be applied retroactively, and this is applicable for any code given, including giveaways, adjustments, discounts, promotions, or gifts.

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