Shipping ♡ Turnaround ♡ 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  contact us. 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! We 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 we run events. See here for Christmas & Mother's Day deadlines and turnaround information around holidays.

Please note that I do take time off at during the Christmas holidays each year to be with my family, from Dec 23 to Jan 2. (The days between Dec 23 and Jan 2 will not count as business days.)

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. Please  contact 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 we will have to wait for all the items to be finished and pull them out of sequence as we organize your request.


LOCAL PICK UP 

Please see HERE for local pick up information. Specific PICK UP TERMS are specified on this page. With pick up, loss or theft of items is not covered by Canada Post insurance since it isn't being handled by Canada Post. Whereas with shipping, packages are insured by Canada Post. With shipping, should loss/theft happen, Canada Post would reimburse for loss/theft. If something happens to your necklace (loss or theft), there may not be a way to claim losses. Mint & Birch will have visual proof of packages being dropped of at Homeworks Etc. By selecting pick up, you are recognizing and acknowledging the risk of theft/loss associated with pick up.



SOCIAL MEDIA

As a creative, I love sharing my work. As a business, this is part of marketing and showing off my product to advertise. This business is the main income for our family!  I do share photos of necklaces in the process of being made as well as finished necklaces!  I share my work on social media. I will never share personal information about an order. If your necklace is a gift, please let me know at check out so that if I do take a photo of it, I show it after it has been delivered or the date that you gift it to the recipient (please let me know!). I own the photos that I take of my work, but I will always do my best to request any specific wishes as many necklaces are gifts.

I cannot read your mind, so please let me know this at the notes at check out if it is a gift that is being kept under wraps, even if we have corresponded before. I need all the information attached to your order as I cannot pair up orders with email threads.


TRACK YOUR ORDER

We will email you as soon as your order is ready to ship! All orders are trackable. Canadian orders ship through Canada Post, and US orders ship through USPS. 

PLEASE GIVE US SOME TIME to get your packages to the postal office. When we print a label, you will be emailed with the confirmation. However, we need time to physically get your packages to the post office. This is a small business, please understand that we need to physically get your packages to the post office.

All US orders are usually sent with USPS tracking numbers. We use a service to take our packages to USPS and you will receive a notification as soon as we print a label so that you can track your order. 

Please ensure that the format that you enter your address meets the addressing guidelines for Canada Post or USPS. Please make sure your address is entered correctly. If it is not and your package is misdelievered, we will not be able to replace your package. 

We 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. If you are in the US please consider selecting the "insured" shipping option at checkout.

INTERNATIONAL ORDERS

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, we highly suggest that you contact your local post office or authorities to inquire. We 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.  We cannot change orders after they have been placed. However, we will always do our best to accommodate. Please contact us directly here if there are any questions regarding your order, please contact us directly- requesting for contact in the notes at check-out will not guarantee a response. 

 

EXCHANGE/REFUND/CREDIT POLICY

The bottom line is that I 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. 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. We are unable to process refunds or exchanges on any items that are opened or worn due to hygienic reasons.  

Because our products are highly customizable, and because we offer so many different options, we highly recommend contacting us before you order if you have any questions at all. If you have any questions at all, please contact Jessica!

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. 

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

If there are any discrepancies between your drop down selections and your notes, we 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, we are here to help. We are more than happy to assist you and address any concerns and questions that you may have. Please contact us directly here.  If you have any questions or concerns with your order, please contact us within 7 days of receiving your order. If there is anything faulty, we 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 we provide! Please contact us 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.