By purchasing from Mint & Birch, customer agrees to all terms and conditions. It is the customer's responsibility to read product listings and policies prior to purchasing. If you have any questions, pleasecontact 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.
We generally get orders out within about 10 or so business days depending on order date and volume, but our official current turnaround time for orders is anywhere from 5-25 business days from order date to ship date. 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 out of sheets of precious metals, filed, polished, drilled myself! I promise they are worth the wait. When your order is ready to ship, you will be emailed.
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, we 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 or to travel to the pick-up location. PleasecontactJessica if you have any questions.*** PLEASE NOTE *** If you are invoiced and the turnaround time is different than below, the turnaround time stated in your invoice email will be the one that is followed. Turnaround time may increase during times of increased order volumes around Christmas, Mother's Day or if we run any events.
Turnaround time for adjustments and repairs do not fall under this timeframe as I have to wait for the necklace to be sent back, as well as go to my mailing box to retrieve it. I do not have my business mail sent to my house as my home address is private. For more info regarding this, the repair listing has more information and is updated as needed.
LOCAL PICK UP
Please see HERE
for local pick up information.
TRACK YOUR ORDER
We will email you as soon as your order is ready to ship! Canadian orders are either tracked or untracked. Canadian orders ship through Canada Post, and US orders ship through USPS. If you select the untracked option (lettermail), your package will not come with a tracking number. If you selected a tracked option, you will be emailed a tracking number when it is about to ship. We recommend the tracked option. We apologize for the hefty Canada Post fees for tracking!
Untracked packages are NOT gift boxed so that they can fit in the untracked mail slot.
COVID-19 UPDATE FOR US/INTERNATIONAL ORDERS
DUE TO COVID-19 we are shipping ONLY via Canada Post at this time. ALL packages will still have tracking. Once your package has passed customs, you can continue to track your order using your postal system. Due to COVID-19, there may be delays at customs as well as within the postal system that we are not in control of.
All US orders are usually sent with USPS 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 order.
Sometimes, the post office may lose or misplace packages and this is out of our control, so tracking is highly recommended. We cannot replace for lost packages that are untracked. Lost packages that are tracked are covered by insurance within Canada. Lost packages are dealt with on an individual basis and are only considered lost after 10 weeks. Customers are highly encouraged to select tracked shipping. Canada Post determines how much monies will be reimbursed. Untracked shipping is selected at the customer's risk.
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.
Why Did My Order Get Cancelled?
If your order was cancelled, it was because of one of the following reasons:
Your customization notes are incomplete or won't fit. Or, you were not final about your customization notes upon checking out. The image you sent in is not clear, bright or focused enough or is not suitable for engraving. You may have requested a different item and used the wrong listing. Or, we cannot understand your customization notes or it's not final. Or, you requested something that we can't do. Or, you checked out with a listing that cannot be ordered with another listing - for example, a proof or a chain adjustment/repair request. Chain adjustments and proofs are not sent out with orders, so they need to be on their own. Your order may get cancelled if this happens as we cannot manually split an order.
The reason that incomplete orders get cancelled is because once an order is submitted with notes or an uploaded image, it sticks with the order all the way through. It gets too confusing for me to detach the image and the notes, to match it with an updated image or customization notes. I also want to make sure that you know exactly what you're ordering. We cancel incomplete orders to ensure a smooth process for everyone. Thank you for understanding!
Please note that we cancel orders if they cannot be filled. We cannot take or hold your money without knowing exactly what you'd like. Coupon codes and discount codes cannot be retroactively applied and will not be honoured for re-ordering of cancelled items. It is the customer's responsibility to read the listing or check with us first if you are unsure, to make sure that your order has the pertinent information in order for us to fill it out. Please contactJessica if you have any questions!
All orders come with care and cleaning information. For full details about necklace care, please see here. Gold fill is meant to be worn regularly without worry of flaking, peeling or tarnishing! Sterling silver may oxidize (react to oxygen). Sterling silver oxidation is a chemical reaction. For sterling info, please see here.
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.
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 t
here are any questions regarding your order, please contact us directly- requesting for contact in the notes at check-out will not guarantee a response.
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- We need you to contact us directly! 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 are unable to process refunds or exchanges on any items that are opened or worn due to hygienic reasons. Please contact us if you have any concerns BEFORE you put the necklace on. Once the piece is worn, it is a final purchase unless we made a mistake. We cannot accept returns that have been worn. This is dealt with on a case to case basis. Unfortunately because even non-custom orders are made to order, we cannot do refunds.
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 will use the very first font or customization that you type out. 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 FONT CHOICES. This is NOT not negotiable. Font choices are always final. 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 assumes responsibility that the drop down menu selection is reflective of what they want.
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 us. However, for any queries outside that, please contact us within 7 (SEVEN) days of receiving your order. The date of receipt will be considered the day it is marked as delivered via tracking.
It is important to note that each piece is hand stamped. There may be slight variations in depth and spacing of each letter or character. Though we make our best effort to make sure everything is as precise as possible, anything created by hand will have slight variations. If you are looking for something that is more precise, please consider the engraved pieces.
We do NOT exchange for normal handmade differences. Customers are responsible to thoroughly read the listing before purchasing and carefully selecting options. We do not refund due to buyer's remorse. It is also the customer's responsibility to ensure what they had purchased is what they would like. If you have any questions or concerns regarding handmade variation, we suggest the engraved pieced. Any concerns about handmade variations, unless there was a mistake made by us, MUST be addressed within 7 days of receiving your order.
COUPON CODES & PROMOTIONS
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.
ADUSTMENTS & REPAIRS
Repairs and chain replacements are a service we provide! Please contact us
if you need a repair or adjustment. 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 to determine if it was a defective chain.
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.