By purchasing from Mint & Birch, you agree to terms and conditions. This page will show any other pertinent information regarding your order and any details regarding your piece will be communicated beforehand, and/or on the site. It is the customer's responsibility to read product listings and policies prior to purchasing. If you have any questions, please contact us.
We 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! Collectively between the two of us, we have 8 kids. Every single piece is cut by us out of sheets of precious metals, filed, polished, drilled by our hands! We don't buy blanks. Instead, every single piece is cut by myself in the studio out of sheets of precious metals! We 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 us! They are worth the wait! It is a truly personalized experience and we are so honoured to be making these special pieces with our 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 we run events. See here
for Christmas & Mother's Day deadlines and turnaround information around holidays.
Please note that we 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. We 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. Please contact us if you have any questions.
LOCAL PICK UP
Local pick up is temporarily suspended for the time being and will resume as soon as possible.
TRACK YOUR PACKAGE
We will email you as soon as your order is ready to ship! Canadian packages ship through Canada Post. Please give us some time to physically get your package to the postal office. When I print a label, you will be emailed with the confirmation. However, we need time to physically get your packages to the post office. Once it is scanned in, your tracking number will register in Canada Post's system.
Tracked packages ship with insurance. If anything happens during delivery, we will open an insurance claim with Canada Post and we will communicate together to resolve the matter. Please note that we do not have control over how the postal service processes claims but we will do my best to work with you and Canada Post to find a solution.
If you have selected an UNTRACKED method at checkout, your package cannot be tracked, meaning there is no way to locate, track down or find your package. There is no insurance on any untracked packages.
We 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, please contact your local post office or your country's authorities or service agents to inquire. We will not undervalue or under declare on the customs form.
We start your pieces right away when they come in! By requesting any sort of order changes, you forfeit any type of buyer protection for your transaction.
We cannot change orders after they have been placed. However, we will always do our best to accommodate. Please contact us directly if t
here are any questions regarding your order prior to ordering!
The bottom line is that we want you to be happy! We strive to deliver excellent customer service. However, we need to be in direct communication with you in order to provide you with the customer service that you deserve. If we made a mistake with your order, we will always amend it at our cost. Mint & Birch strives for customer service excellence. Please contact us right away if there has been an error or mistake on our part. Please contact us 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. We am unable to process refunds or exchanges on any items that are opened or worn due to hygienic reasons.
Because Mint & Birch pieces are highly customizable, and because we offer so many different options, I highly recommend contacting us
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 cannot 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 there are any discrepancies between your drop down selections and your notes, I always follow the drop down selections that were made. Customers are responsible for ensuring that they select the options they want on their order, but if there is any confusion on my part, I will be sure to reach out.
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. 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, or if I made a mistake, I will always amend it at my cost. 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 we provide. Please see here