♡ HOME OF FOREVER MAMA™ NECKLACES ♡REOPENING MID APRIL- TBA SOON!

Shipping & Policies

IT IS THE CUSTOMER'S RESPONSIBILITY TO READ EACH LISTING THOROUGHLY BEFORE ORDERING. CUSTOMERS ARE RESPONSIBLE FOR ENSURING THAT THEY ARE AWARE OF THE SIZE OF EACH BAR/NECKLACE/ITEM THAT THEY ARE ORDERING.  By purchasing from Mint & Birch, customer agrees to all terms and conditions. It is the customer's responsibility to read our policies and product listings before purchasing. Our policies are clearly linked in several places on our website and on each listing.

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Current Turnaround Time

Subject to change

We generally get orders out within about 10 or so days depending on order date and volume, but our official current turnaround time for orders is anywhere from 5-20 business days from order date to ship date. We ask for at least 5 business days, and up to 20 business days to process your order as each necklace is handmade to order. We generally need about an average of 10 business days but may need 20. Each piece is made to order. After that, the post office will deliver your package. Please read policies on shipping for more details. Customers are responsible for reading our policies and details before purchasing. 

HOLIDAY & SPECIAL OCCASION DEADLINES: SEE HERE (including Mother's Day deadlines!)

Buying handmade

Please note that you are purchasing handmade- Letter placement will vary  as each letter is stamped individually. Please see below on exchange policies. Please note that due to the handmade nature of our products, the letters may not be uniform in depth and placement,  and that these are handmade products. If you are looking for something perfectly straight and uniform, please do not purchase. We do promise your order will be beautiful! We do not sell products mass manufactured by a machine, down to the chain we cut- everything is done by hand and not by a precision machine. Our stock photos may appear to be free of variances, but please note that we reuse our stock photo and often photograph one particular necklace from different angles or different props. While it may appear that several necklace look exactly the same on our website and social media feeds, it is actually one necklace that we are photographing. Furthermore, please note that different screens and monitors may show colours differently. We just want to make it aware that each necklace will not look exactly alike and are all unique. Again, please note that our necklaces are not engraved by a digital machine. Instead, each and every letter is punched by hand into each necklace. Due to the nature of stamping, the letters will slightly show on the other side as each word is punched in. Unless you purchased a double sided bar, your necklace stamping will show on the other side and this is completely unavoidable. The way that the letters are stamped on requires for pressure to be applied with a hammer onto the bar, and this WILL cause marks on the other side of the bar. If you would like to wear your necklace reversible, please purchase the double sided bar necklace as that is stamped using a different method. If you are looking for something that has an engraved look, or something digitally produced, we recommend purchasing elsewhere at a place that offers digital engraving. By purchasing from Mint & Birch, customer agrees to these policies. Please do NOT purchase if you are looking for exact precision. If you have any questions, please contact us directly here.

Customization & FONT Styles

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. We do NOT REFUND OR REPLACE FOR REMORSE REGARDING FONT CHOICES. Font choices are always final. If you have any questions at all, please contact us prior to ordering. We do not refund or exchange in the case that there is remorse about font choice. Every single letter is clearly listed, and each font will have its own description in the font and size guide. To view this, please click on the "FONT AND SIZE GUIDE" link that is attached to every single listing on our website. Each font has its own unique style, and most of our fonts are designer and hand scripted fonts. Therefore, each font will have its own unique style and flair. Again, if there are any questions at all regarding font choices, please contact us prior to ordering so that we can work together and discuss which may best suit your tastes. Once an order is placed, we will use your font selection to create your necklace. Due to the nature of hand stamping on gold fill, it is not possible for us to melt your necklace in order to re-make your bar, and it is not possible for us to lift the impression off of the bar we cut for you to re-stamp it. 

If there are any discrepancies between your drop down selections and your notes, we always follow the drop down selections first. Customers assumes responsibility that the drop down menu selection is indeed reflective of what they want. 


Why do you charge in USD?

We take pride in sourcing all our materials within North America.  We charge in USD to ensure accurate pricing. You can use the currency viewer at the bottom right hand corner to view prices in your currency before checking out.


PACKAGING NOTES

Subject to change
Each gold fill necklace and sterling necklaces are packaged in a  box that is about 3x3 inches if they are being shipped to the US. In order to provide reasonable shipping rates, if there are more than 2 necklaces, the 3rd and 4th, etc necklaces will be packaged in a smaller individual box. Necklace sets are always packaged together. If you would like all boxes to be the larger, 3x3 box, please contact us first so that we can make a note on your order. Otherwise, we will package them by default. Please understand that this is to ensure affordable shipping rates as we use a courier service to take all our packages to USPS. Brass necklaces are packaged in a necklace card and cellophane with a glassine bag with doily. Canadian gold fill and sterling necklaces are packaged in a smaller teal box measuring about 1x 1.5 inches to ensure that we can offer affordable shipping rates. Goodies and promotional gifts are not guaranteed with each order unless otherwise stated. Canadian packages that are untracked may not be boxed. If you need something gift boxed and are ordering within Canada, please ensure that you pick the tracked method. 


TRACK YOUR ORDER

All US orders are sent with tracking numbers. We use a courier 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 package. Please note that as stated above, we bring our packages to the border and clear them, and then have them dropped off at USPS, as USPS does not operate out of Canada. We find that this is the most reliable, economical and quickest ways for our American shoppers to receive their goodies. As such, there may be a lag between when your label is printed and when your package is dropped off at USPS while we take these packages to be cleared and dropped off to USPS. 
Orders marked as delivered are considered delivered.

Please note that returned packages due to incorrect address given at check out will be the responsibility of the customer to purchase label and have it forwarded back to their house. We will assist in the process but this is the responsibility of the customer. Please ensure you provide the correct address at check out.

Canadian Orders

For Canadian orders, you will receive a tracking number only if you selected the tracked option at check out. Once we drop off your package at the post office, your tracking number will show the progress. We print the labels out just before everything is ready to be packaged in order to avoid a lag between the time that your order is competed and when it is shipped. If you see a shipping notification, it means a label has been printed and you can now track your order if you chose any of the tracked methods at check out. 

We apologize for the hefty Canada Post fees for tracking! If many are ordered at once, shipping costs may increase. We ship from Canada, and apologize shipping costs as set by Canada Post. We charge actual cost to ship and package your order. If there is a difference between actual shipping cost and what you paid in shipping, your difference will be refunded. We encourage you to select the tracked shipping option at check out. We are not responsible for lost/stolen/damaged parcels, especially because we have a policy page that indicates Canadian packages are not tracked by default, but will take each case into consideration. US orders are all tracked. If your package shows as delivered, we consider it delivered. Please consider purchasing insurance at checkout if you have a community mailbox or share it with someone. 

Tracking and insurance is not included in standard shipping, unless your shipping method at check out included tracking (based on order volume, it will say if it included tracking). Sorry- Canada Post is not cheap! (Can you tell we are Canadian? How many sorries can you count?!) Sometimes, the post office may lose or misplace packages and this is out of our control, so tracking is highly recommended. Both options are always presented at check out. Lost packages are dealt with on an individual basis and are only considered lost after 10 weeks. We are not responsible for lost packages, especially when tracking is not selected at check out. Usually refunds and replacements are not covered. If you select tracking and tracking marked as delivered by the post office, it is considered delivered unless there is proof to show otherwise.  We will not resend the package or credit any portion of the order until we can see that the customer has done everything they can to locate their package, including calling their local Canada Post Sorting Depot. The depot number is NOT the same as the one on the Canada Post website. You must contact your local post office to get this number as it is not published online. By contacting the depot, you should be able to find out who your mail person is. Please speak to the mail delivery person directly. For all Canadian and International orders- if free shipping is selected (if it is applicable), it will be untracked. It is the customer's responsibility to read our policies regarding lost packages prior to purchasing.


LOCAL PICK UP TERMS


Please see HERE for local pick up terms. By requesting pick up, you adhere to these terms. Pick up is only available with the code CLOVERDALE.

INTERNATIONAL ORDERS

Customs and duties are the responsibility of the customer. We will NOT undervalue the total price paid for the order on the customs form. 

REQUESTS IN THE NOTES

Unless you purchased the listing WITH your order, you will not have received the add-on, or custom chain length request, even if you asked or it in the notes. 
Add-ons are an additional cost and need to be paid for in order for it to come with your order. 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. Requests for a customization or specification that is not listed in the listing in the notes will not be fulfilled. Once an item has been paid for, and there have been specifications in the notes, it is final. For requests for a change in a product, such as asking for a vertical bar instead of a horizontal bar, they may not be fulfilled. The listing that you have purchased will be the item that will be sent, even if you had specified something custom in the notes. Please use custom listings for custom orders, otherwise your request will NOT be fulfilled. It is also the customer's responsibility to ensure what they had purchased is what they would like.  Please contact us directly here prior to ordering if you have any questions. Again, customizations further than what is offered within the listing will not be fulfilled if it is indicated in the notes, and must be discussed with us directly so that we can create something to your exact specifications.

Please note that specific customization requests for matching something seen on social media will not always be able to be fulfilled through the notes section. Please email us prior to ordering if you would like something seen on social media. We will do our best to accommodate but if we are not contacted directly, please know your request may not be matched exactly.

ORDER CHANGES

By requesting any sort of order changes, you forfeit any type of buyer protection for your transaction. It is the customer's responsibility to enter the correct address at check out. We ship to the shipping address that is listed at check out. We cannot change orders after they have been placed. Due to high order volume, we work on your order right after it is placed. In the case that you need an address change, we may try to accommodate changes to your shipping address, however, we need to be notified within 24 HOURS of placing the order as it would need to be manually changed. Please contact us as soon as possible. If it has been more than 24 hours since the order has been placed, NO changes can be made to the shipping address or the order. If it has already begun to be processed, no changes can be made even if it has been less than 24 hours. By requesting any sort of change to your address, you forfeit any type of buyer protection for your transactions. Please see the section on this page regarding order changes. 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. Please use the contact form on our website or email us at jessica(at)mintandbirch.com. Once an item has been paid for, and there have been specifications in the notes, it is FINAL. Please use the contact tab or email me at jessica (at) mintandbirch (dot) com.  Once an order is placed, it is final. NO changes can be made to your order if it has already been started or if your order invoice has already been printed. Please contact us directly here.
 
If you have questions or concerns, please contact us directly hereCustom orders are final and cannot be changed once it is placed. If you need to make a change to a detail about your order, we will do our very best to accommodate, but must be notified within 24 hours of your order being placed. However, please note that it is our policy that orders cannot be changed after they are placed. Change requests are never guaranteed to be fulfilled, as your order may have already been printed, or your order has already begin. Changes may not be made if we have already begun your order, even if it has been less than 24 hours. Once and order is placed, we may have already begun to work on it. If an order has been started already, orders can not be changed or modified. This includes purchasing additional add-ons or length changes. However, we will always do our best to accommodate. If there are any questions regarding your order, please contact me directly- requesting for contact in the notes at check-out will not guarantee a response.  Once an item has been paid for, and there have been specifications in the notes, it is FINAL. It is also the customer's responsibility to ensure what they had purchased is what they would like. It is noted several times on our website to contact us prior to ordering if there are any questions. By requesting any sort of order change, you forfeit any type of buyer protection for your transaction. If in the very, very rare case we allow a change to be made, a fee will be charged. However, we generally do not allow changes after an order has been placed. But while we do  accommodate and consider changes on a case by case basis, our policy states that NO changes can be made to orders after it has been placed. If you have any questions or concerns, please contact us directly here.


EXCHANGE/REFUND/CREDIT POLICY

The bottom line is that we want you to be happy with your order! Please contact us right away if there is an issue with your order or jewellery. 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. We may seem strict with these length policies, but they need to be stated for the sake of transparency. If you have any questions or concerns with your order, please contact us within 7 days of receiving your order.  If you contact us after 7 days, you are no longer eligible for any refund, exchange or credit. Furthermore, all custom orders are final. Due to the nature of hand stamping, we are unable to lift the impression off of the bar we cut for you to re-stamp. Unless we have made an error on your order, all sales are final. Due to the fact that each item is handmade to order, all sales are final. No refunds can be made under any circumstances. Due to the hygiene, we cannot make exchanges on items that are already opened. Due to the fact that each item is handmade to order, we do not do refunds. We cannot process refunds, sorry. However, if we made a mistake with your order, we will always amend it- We need you to contact us directly! Mint & Birch strives for customer service excellence and we do offer solutions, and do our best to accommodate, but we cannot process refunds or returns as all sales are final. Most importantly, we do not do exchanges because a customer would like a different word or font on their bar necklace, or a different colour for an egg in their nest. This is because each item is handmade to order. We receive several requests from customers to exchange or swap out a product because they see a different word or colour after their first purchase. Due to high order volume, and to keep prices reasonable, we cannot, and will not, process exchanges of this nature, especially after your order has been placed. We may replace, fix or resend your item at our discretion but we will not process refunds. Absolutely no changes can be made to the fonts. We make our font information quite clear on each of our listings with dimensions and letter charts, and customers are responsible for reading the description before purchasing. Our studio is located in Canada and all returned products will need to be sent back there with proper documentation. We also do not process refunds for things out of our control- (for example, if a chain gets tangled during shipping) we will definitely provide customer service, untangle your chain, etc, but no refunds will be processed. Please see section on order changes.

Please contact us right away if there has been an error or mistake on our part. If you believe that a pendant should be larger or looks smaller than anticipated, please refer back to original listing. All measurements for nests and bars are all listed on each listing. However, if we have made a mistake, we will amend it. Please note that each item is custom made and handmade to order. These are not mass manufactured or casted by a machine. Every product is made by hand with attention to detail. Please be aware that you are purchasing a handmade product before you order. If you have specific requests, please contact me before you order.

We do NOT exchange for normal handmade differences, nor can we process refunds. Customers are responsible to thoroughly read the listing before purchasing and carefully select options. We do not refund due to buyer's remorse. Due to the nature of purchasing handmade, no refunds will or processed. All custom orders are final. It  is also the customer's responsibility to ensure what they had purchased is what they would like. (We also clearly note that each item is handmade so variances are to be expected). It is noted several times on our website to contact us prior to ordering if there are any questions. Due to the fact that each piece is handmade to order, we cannot process refunds or exchanges. Please contact us right away if there is an issue with your order- though we do not do refunds, there are plenty of other solutions that we offer if you are not happy with your order! That being said, due to the nature of online shopping, customers are expected to read and understand all of the descriptions on each item they purchase. It is noted several times to contact us if there are any questions. 

In the rare case that an exchange or refund is approved, shipping costs must be covered by the customer (both ways if it is an exchange), and is subject to a minimum 35% restocking fee of the current value of the item as listed on our website. Please note that this is especially if you received your product and have changed your mind for any reason for any reason and we had not made an error. Shipping is only covered if we had made an error, and the restocking fee is only waived if we have made an error.  


If you return or exchange something and it is not in original condition or packaging, it will be sent back to the customer, no replacement will be made, and shipping costs must be covered by the customer both ways. Mint & Birch will not be able to send the item back unless the customer pays for shipping in that case.


COUPON CODES & PROMOTIONS

One code per purchase. If you leave the coupon code in the notes, it will not apply because it will not take the discount off your total when you check out. It must be entered upon checkout in the appropriate spot. No offers can be combined and no codes or offers will be retroactively applied. One-time use codes will not be valid again unless we have made an error, in which case we will honour what reflects the original transaction. In general, codes, offers and discounts will NOT be retroactively applied if your original order does not have one applied.


REPAIRS

Repairs are offered on an individual basis. Please contact us if you need a repair. Please send a photo to Jessica (at) mintandbirch (dot) com with your full name and order number. If your clasp is faulty we will fix your clasp within 60 days of your purchase. If you are within the 60 days of purchase, and your chain breaks please email us with a photo and we will assess it. 

 

ADJUSTMENTS


Handmade items are not mass produced items. If you need something tweaked or adjusted (chain length is .5 inches shorter than specified, etc), it will be assessed on an individual basis. We do NOT do adjustments on items that are as specified. We only do adjustments if there is a big enough difference to warrant an adjustment, or if we have made an error. (Do keep in mind that due to the nature of handmade, variations naturally occur. If you are not okay with this, please do not purchase handmade). We do promise that each item will be beautiful! Please note that you are purchasing handmade- Letter placement and nests will vary  as each letter is stamped individually and each egg is woven in individually. Please see read our full policies before purchasing. Please note that processing time for adjustments may be at least 4 weeks. By purchasing from Mint & Birch, customer agrees to all terms and conditions. It is the customer's responsibility to read this before purchasing.


CUSTOMER SATISFACTION

 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 there is an issue, before attempting to open a dispute or chargeback, we need you to contact us so that we may provide a solution. Contacting us directly often results in a much more amicable solution as we are able to provide options that credit card companies or Paypal may not be able to provide. Also, often, customers enter their email at check out with a typo and do not receive an order or shipping confirmation email because it would not have been sent to an existent or correct email. Opening a dispute or chargeback for reasons like this results in complications that prevent us from assisting you and we promise to strive for excellent customer service, but we can only do that if you contact us directly. Please contact us directly so that we can serve you to the best of our ability. If we make an error on your order, we do resend items, or repair free of charge. (This is handled on an individual basis). However, we cannot provide you with any of these options if we are not directly contacted first. Please note that it is the customer's responsibility to read product descriptions, as well as  policies and shipping information prior to purchasing. By purchasing from Mint & Birch, the customer agrees to terms and conditions.



A NOTE ABOUT BRASS JEWELRY

(This information is also listed and stated on each listing for brass necklaces).
Due to the nature of brass, and as a feature of our products, brass necklaces will patina tastefully and beautifully into a warm, darker brass to add to the rustic, vintage look. However, if it is not to your taste, brass can be easily polished with a polishing cloth, lemon juice with baking soda, or even ketchup! This is an advantage to plated jewellery, as with plated jewellery, once the plating wears off the piece cannot be easily fixed. However, with brass, all it needs is a quick polish and it'll be shiny again! 
About brass: Due to the nature of brass, and as a feature of this product, this bar necklace will patina tastefully and beautifully into a warm, darker brass to add to the rustic, vintage look. Just like sterling silver, brass is a material that oxidizes but will form a beautiful patina. We do not use plated brass for this reason as we feel the patina is quite tasteful. In fact, plated jewellery will not last as long because once the plating wears off, the piece cannot be polished again. Brass, however, is un-plated so it can be polished back to a shiny lustre! You can use the polishing pad that is included! You can also clean it with a mixture of lemon and baking soda, or even with some ketchup! Brass contains a small amount of copper in it. Our necklaces do not normally irritate or cause any reaction as brass is made out of a safe, hypoallergenic material. The copper is added to create the warmth and look of gold. Please be aware of this before purchasing, if you have known reactions to copper, we highly recommend choosing either the antiqued chain, which has less copper in it, or pick from one of our gold filled or sterling necklaces here. To care for brass, please keep away from moisture. 

REPAIR SERVICES

We understand that toddlers, babies and pets may sometimes pull on your jewellery and break it! We do offer repair services, either free of charge or at a small fee. This will depend on each situation. In most cases, we do not charge anything other than shipping to repair your jewellery. We process these on a case-to-case basis as each situation can vary. Please contact us directly to inquire. Please contact us directly here



Contacting Mint & Birch:

We would love to chat with you if you have concerns. Please note that the most reliable way to contact us is through the contact form on our page, here.  If you choose to contact us via social media, please note that we may not check or see notifications at all times, but we do monitor our email inbox/contact form inquiries often. To clarify, on this page, when we refer to "contacting" us in the policies, we refer to a formal method of contact where a response is made from both parties. DMs on Instagram, comments, or tags do NOT count as contact. Furthermore, please do not leave contact instructions on the notes in your order as we are unable to contact through the notes on orders. Notes for orders are for the purpose of customization instructions, not questions. We will address the customization instructions but will be able to contact you back through the notes as there is no "reply" option for either customer or ourselves. The best way to contact us is through the contact form on our website.


All of our gold and silver jewellery is nickel and lead free, and all our jewellery is safe and compliant and we can customize the length to your desire but we do NOT sell our jewellery as children's jewellery. 

By purchasing from our site, you agree to these terms and policies. By purchasing from Mint & Birch, customer agrees to all terms and conditions. It is the customer's responsibility to read our policies before purchasing.
Updated Jan. 2016
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