Let Us Help
FAQs
Shipping & Returns
When will I receive my order?
Order before 1:30 PM ET on the Mother's Day Order Deadline to receive your shipment by May 9th.
United States
International
Please note: JENNY BIRD is not responsible for any additional duties and fees incurred with your order.
Is my order impacted by the new trade tariffs?
No. Your order will ship as usual and remain duty-free within the United States. JENNY BIRD pieces are not subject to any additional taxes or fees, unless otherwise stated during checkout.
Do you ship to Canada?
For more information, visit our Canada shipping page on jenny-bird.ca. All orders shipping to Canada can be placed on jenny-bird.ca.
How do I track my order?
We always do our best to ensure that your orders arrive to you on time. You can track it online through the link provided in your shipping confirmation email. Please allow for 24-48 hours from receiving your link to activate.
What is your return policy?
Full priced items are eligible for returns within 14 days of receiving your product. Gift cards, Pre-Styled Anklet Stacks, Super Solvers and items purchased on sale are considered final sale and not eligible for return. This includes items under the New Markdowns section of our website as well as any pieces discounted during sales or promotional periods.
If you purchase an item at full price using a discount code, we will accept the return and issue a refund or JB Credit. You will be refunded for the dollar amount paid for the item only.
We provide free returns for orders purchased in Canada and the Continental U.S. In order to process a free return within Canada and the Continental U.S., you must use our Returns Portal. Any shipping labels created or shipping costs incurred outside of our Returns Portal will not be reimbursed. At this time, we do not offer free returns on international orders. If you are an international customer and need to make a return, please email hi@jenny-bird.com to initiate the return process.
START A FREE RETURN
Exchanges
At this time, we are not offering exchanges on items purchased from jenny-bird.com and jenny-bird.ca. If you would like to exchange an item you purchased at one of our retail partners, please contact them to initiate that process.
How do I start a return?
We provide free returns for orders purchased in Canada and the Continental U.S. In order to process a free return within Canada and the Continental U.S., you must use our Returns Portal. Any shipping labels created or shipping costs incurred outside of our Returns Portal will not be reimbursed. At this time, we do not offer free returns on international orders. If you are an international customer and need to make a return, please email hi@jenny-bird.com to initiate the return process.
START A FREE RETURN
Full priced items are eligible for returns within 14 days of receiving your product. Gift cards, Pre-Styled Anklet Stacks, Super Solvers and items purchased on sale are considered final sale and not eligible for return. This includes items under the New Markdowns section of our website as well as any pieces discounted during sales or promotional periods.
If you purchase an item at full price using a discount code, we will accept the return and issue a refund or JB Credit. You will be refunded or credited for the dollar amount paid for the item only.
Order Inquiries
Can I change or cancel my order?
Our warehouse packs your order at lightning speed, so once you've placed the order, we cannot make changes. However, we may be able to cancel your order so you can place a new one. We recommend that you reach out to our Client Care team as soon as possible so that we can try our best to help.
Can I pre-order an item?
In order to reserve some of our must-have pieces, we offer a Pre-Order option. In this case, you will be charged immediately, and your item will ship to you by the indicated date.
Can I get notified for restocks?
If the style you are looking for is not available but is being restocked, you can opt in by providing your email address to be notified when it becomes available on the product page. Once the product is back in stock and ready to ship, you will receive an alert via email.
Can I buy JENNY BIRD in-store?
We are sold in over 500 retail stores worldwide. If you are looking for a specific piece, please contact your local store in advance to make sure they stock it, as they do not carry the complete assortment of all of our collections.
FIND A STORE
Can I ship my order as a gift?
All of our products are shipped in a JENNY BIRD branded box so you can ship directly to the receiver. We also offer an option to include a complimentary gift message on a notecard, and cost is not listed on the invoice.
Payment Methods
What payment methods do you accept?
We happily accept major credit cards including Visa, Mastercard and American Express Credit Cards. We also accept and Paypal. Gift Cards (physical and digital) can also be used to pay for your order. We offer AfterPay as a method of payment splitting as well.
Are there international transaction fees?
You may be charged an international transaction fee by your bank if you are shopping outside of Canada or the U.S. Please inquire with your bank or credit card company before checking out. JENNY BIRD is not responsible for any international transaction fees charged to you by your bank or credit card.
How do I use discount or promo codes?
Enter your discount or promo code at checkout to apply it to your order.
At our discretion, we will exclude certain products and/or collections from discount codes, sales and promotions. Currently, Fine Jewelry, Gift Cards, Super Solvers, Kits, Bundles and Boxes are not eligible for discount, sale or promotion. Only one discount code, offer or promotion is valid per order. Discount codes, sales and promotions cannot be applied to previous purchases unless otherwise noted. Discount codes are valid one time per user unless otherwise noted.
For issues with discount or promo codes not working at checkout, please reach out to our Client Care team directly at hi@jenny-bird.com. Eligible discount codes can be applied retroactively within 2 business days of your order being placed.
How do I use my gift card?
Enter your gift card at checkout when making a purchase at jenny-bird.com or jenny-bird.ca. Purchases are deducted from the card balance. Treat this card like cash—JENNY BIRD is not responsible for lost, stolen or damaged cards or any unauthorized card use.
How do I use my JB Credit?
If you have received JB Credit, an email with a unique code will be delivered to your inbox. Do not delete this email. Paste the provided code in the gift card box at checkout, or sign into your account to apply your JB Credit at checkout.
How do I view my gift card or JB Credit balance?
How do I use Afterpay?
Afterpay is a payment program that allows you to split your purchase into four installments, using either a credit or debit card. Instead of a one-time lump sum, your purchase price will be split into 4 payments and your card will be charged every 2 weeks without incurring interest. So you can buy now, and break up the cost over time. At checkout, you’ll be billed for the first 25% of your purchase total.
How do I sign up for an AfterPay account?
When you’re checking out at purchase on jenny-bird.com or jenny-bird.ca, you’ll be offered the option to use Afterpay. First-time customers will need to register with Afterpay, provide payment details and must be of the age of majority in your state, province, territory, a resident of Canada or the United States, and meet additional eligibility criteria to qualify. Once that information is submitted, you’ll be notified instantly about the approval.
Why was I not approved to use AfterPay?
Afterpay is committed to responsible spending, so they use a variety of factors to determine eligibility. As such, they do not approve 100% of orders.
Can I use AfterPay to buy anything?
You can use Afterpay to purchase anything except JENNY BIRD gift cards, but there is a minimum spend requirement of $75 CAD (before tax and shipping).
How do refunds and returns work?
Refunds and returns are completed as usual through JENNY BIRD. Once we process the return, we’ll notify Afterpay and they will refund any previous payments and cancel any future installments.
Refunds and returns are completed as usual through JENNY BIRD. Once we process the return, we’ll notify Afterpay and they will refund any previous payments and cancel any future installments.
How do refunds and returns work?
Afterpay offers assistance through their website, and via telephone from 9 AM to 5 PM CST at 1-833-386-0210.
Will AfterPay affect my credit?
Nope! Because Afterpay never does credit checks or reports late payments, your credit score or credit ranking will not be impacted.
Gift Cards
How do I send a gift card as a gift?
What time will the gift recipient receive their card?
You have the option to schedule the gift card delivery, or send it immediately after completing the checkout process. If you have scheduled a send date, the gift card will be delivered to the recipient’s inbox at 8 AM ET on your chosen date.
How will I know that the gift recipient received their card?
If a gift card has been sent via email, you will receive an email notifying you once the recipient has opened it.
Are gift cards final sale?
All gift cards are final sale and cannot be returned, exchanged or redeemed for cash, except as required by law. Gift cards do not expire.
Packaging & Materials
What materials are used?
Brass is the base metal used for the majority of the pieces, as well as water-durable stainless steel. The base metal is then plated in 14K gold, platinum or silver. We also use freshwater pearls, glass beads, biodegradable acetate and recycled steel and copper.
FINE
Our FINE pieces are responsibly produced in Thailand and China using suppliers who are part of the Responsible Jewelry Council. The Ear Cuff (excluding the chain portion), Studs and Huggies are made of solid 14K recycled gold. The Studs containing gemstones are made of solid 14K recycled gold. The stones in the studs are hand set genuine London Blue Topaz and White Sapphire. For more details on the materials, see the Details section of the product pages.
PUFFY POUCHES
Our Puffy Pouches are made with 100% recycled polyester, with a water-resistant interior lining. The pull tab is a 20mm brass ball dipped in rhodium.
Pearls & Shells
Our freshwater pearls and shells are natural materials, so you may notice variations in color and shape, which is entirely normal and reflects the unique characteristics of each element. Additionally, please be aware that the material is porous and could absorb color if placed in close contact with darker fabrics. For best care, we recommend gently cleaning them with a soft cloth and avoiding exposure to water and harsh chemicals.
Sunglasses
JB SUN is sustainably made from a variety of materials chosen for minimal environmental impact. The frames are all hand-crafted from biodegradable acetate and recycled steel. The lenses are composed of green nylon, as opposed to conventional petroleum-based lenses. The hinges are composed of recycled steel, and the temple tips are made from recycled copper with either a high polish silver or gold finish. For more details on the materials, see the Details section on the product pages.
THE POUCH
The Pouch is made of recycled polyester and serves as a soft travel vessel for your pieces as you’re on the move.
THE SOCKS
Our socks are made of GOTS certified organic cotton with 2% spandex. The tags are made from 100% nylon.
Where are the pieces made?
Most of our jewelry is manufactured in Qingdao, China. The scenic port city of Qingdao is located on the east coast of China in the Shandong province just South-East of Beijing. It is of the utmost importance to owners Jenny and Adam that our products are sourced and manufactured responsibly. To learn more about our process, click here.
What kind of packaging do you have?
Our shipping boxes are made from recycled materials and can be recycled again, or saved for another use.
Jewelry
The honeycomb packing paper, which serves as a cushy hug for your jewelry in transit, can be recycled. Or, use it instead of bubble wrap to store breakable items around your home. Your pieces will be wrapped in our signature sushi roll felt, made of recycled polyester. We’ve integrated Jenny’s thoughtful approach to design with paper drawer boxes, which serve as travel vessels and storage for our JB pieces. Use them to house your JB jewels or recycle them. Check your local disposal guidelines for specifics.
P.S. Keep the small square of anti-tarnish paper in your package and store with your jewelry for up to six months.
Sunglasses
Your sunglasses will arrive wrapped in the 100% recycled PET microfiber polishing cloth and tucked inside the branded pouch and sealed in a compostable zip bag. The pouch filling is 100% RPET. We encourage you to wrap the cloth around the lenses when you’re not wearing them. The honeycomb packing paper will provide additional protection and can be recycled.
FINE
Your FINE pieces will arrive packaged in a plastic and magnet free box made using recycled materials and FSC certified paper. It is printed with soy ink and a water-based coating. To recycle, simply remove the insert and recycle the box. Your FINE pieces are wrapped in a microfiber pouch.
TRAVEL CASES
Your jewelry storage cases will arrive in a FSC certified paper sleeve, in a plastic and magnet free box made using recycled materials and FSC certified paper. It is printed with soy ink and a water-based coating.
Product Care
How do I take care of my jewelry?
Follow these simple steps to keep your jewelry looking their best:
Limit exposure to water, personal care and beauty products.
Remove your jewelry before swimming, bathing or showering.
Store pieces separately, and hang necklaces to keep them from tangling.
Wipe clean with a soft cloth, and do not use conventional fine jewelry cleaner.
P.S. Keep the small square of anti-tarnish paper in your package and store with your jewelry for up to six months.
We are committed to producing top quality jewelry with superior plating thickness. However, if your pieces are exposed to the products or water as per above, some tarnishing may occur. Additionally, your own pH may impact the life cycle of your jewelry.
How do I take care of my FINE pieces?
Our FINE pieces are made of solid 14K gold, so you're free to keep them on when swimming, bathing or showering. Follow these simple steps to keep your jewelry looking their best:
Swirl a few drops of dish soap with warm water and gently soak the piece for a few minutes.
Dry by patting with a lint-free cloth.
Store pieces separately in a safe place.
How do I take care of my Puffy Pouch?
Hand wash in cold water using a mild soap. Do not soak, bleach or wring your puffy pouch. Lay flat to dry in a shaded area. Do not tumble dry or iron.
How do I take care of my fabric cord necklace?
Some of our pieces feature fabric cords made from recycled polyester. If your cord gets dirty, we recommend spot cleaning by hand with a mild soap. Use warm water for oil-based stains and cold water for standard food stains, and avoid getting the jewelry portion wet. Air dry the cord.
How do I take care of my Pearls & Shells?
To keep pearls and shells looking their best, clean them with a soft cloth before you store them. Avoid exposure to water and harsh chemicals. Wear your pearls to keep them from drying out, and store them and your shells separately from your other jewelry to avoid scratches.
How do I take care of my sunglasses?
Please only use the provided microfiber pouch to clean your lenses. Due to the nature of biodegradable acetate, leaving your frames in a high-temperature setting (i.e. inside your car) or direct sunlight may lead to warping. See the included Manufacturer Information Booklet included with your JB SUN package for more details to ensure your eyewear stays in excellent condition for years to come.
How do I take care of my Travel Case?
To keep your case looking its best, store it in a windowless spot, as the color may lighten if overexposed to sunlight or extreme heat. You can spot clean the exterior of the case with a damp cloth and mild soap. For the interior, use a soft-bristled brush with warm water and mild soap to remove dirt. When traveling, avoid pressing the cases against any sharp edges to prevent denting or tearing.
Online Safety
How to spot fraudulent behaviour?
Beware of fradulent emails or messages from jennybirdofficials@gmail.com or jennybirdjewelry@gmail.com
We have been made aware that some of our customers, partners and creators are being targeted by fraudulent individuals impersonating JENNY BIRD team members through email and social media platforms.
Your safety is of utmost importance to us, and we want to ensure each and every one of you is being safe online and offline. Please be aware that we will only contact our customers through our official social media accounts, which are linked here: Instagram, TikTok, Facebook and Pinterest. Any emails or messages received in relation to JENNY BIRD regarding a collaboration, sampling, photoshoot or requesting banking information are considered fraudulent and should be reported immediately.
We would also never ask you to click a link to continue the conversation. Similarly, if we need to contact you via email, our team will only reach out to you via an official JENNY BIRD email ending in @jenny-bird.com. Here is an example of a fraudulent email circulating in our community:
How to Report
If you have recently been contacted in any capacity by anyone who claims they are part of JENNY BIRD and the message has not been sent from an official JENNY BIRD social media account, phone number or email address, please follow the steps below:
Do not respond or engage by clicking any links they shared.
Report the profile through the social media platform.
Forward any fraudulent correspondence to our Client Care team so it can be reported.
If you are unsure of the legitimacy of a JENNY BIRD related email or message, please contact us at hi@jenny-bird.com.
