FREQUENTLY ASKED QUESTIONS

UNITED STATES & INTERNATIONAL

*US Territories and Islands include: Alaska, American Samoa, Micronesia, Guam, Hawaii, Marshall Islands, Northern Mariana Islands, Palau, Puerto Rico, Virgin Islands.
*UPS Next Day Business Day not currently available for US Territories and Islands.
*International orders over $500 - Delivered Duty Paid: We cover all shipping, taxes, import duties and custom fees.
*International orders under $500 - VAT, duties and taxes may apply upon arrival. JENNY BIRD is not responsible for these additional costs.

CANADA

For Canada shipping information visit our Canada Shipping page on jenny-bird.ca. All orders shipping to Canada can be placed on jenny-bird.ca.

Full priced items are eligible for returns. Items purchased on sale are considered final sale and not eligible for return. This includes items under the New Markdowns section of our website. If you purchase an item at full price using a discount code, we will accept the return and issue a refund. You will be refunded for the dollar amount paid for the item. Super Solvers and XO Studs are also final sale and cannot be discounted.

To initiate a free return, click here.

We provide free returns for orders purchased in Canada and the Continental US. To initiate a return click here.

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 us here to initiate the return process.

Final Sale items are not eligible for return. Items purchased on markdown during major sale or promotional periods, are considered final sale. These items are not eligible for return. If you purchase an item at full price using a discount code, we will accept the return and issue a refund. You will be refunded for the dollar amount paid for the item.

FINE

We happily accept returns on FINE jewelry for any unworn pieces within 14 days of delivery date. You will be fully refunded from your order. We do not offer replacements on FINE jewelry.

SUNGLASSES

Should sunglasses be returned with signs of wear or damage such as a broken arm, shattered or scratched lenses, we will be unable to fully refund you. All original components of the JB SUN package must be included with the return—including the branded puff pouch and cleaning cloth. Failure to include all original pieces may result in an incomplete refund.

For JB Sun FAQs, visit this page. 

JEWELRY

We aim to manufacture the highest quality product possible. We offer a replacement policy for any jewelry piece that is damaged or for which damage has occurred (outside of normal wear and tear) within six months of purchase from both jenny-bird.com and jenny-bird.ca. If you are inquiring about a piece purchased from one of our retailers, please reach out to them directly.

In the event this occurs, please email customercare@jenny-bird.com and include the following information:

Your First and Last Name
Your Order Number
Name or Style Number of the damaged piece
Shipping Address
Brief description of the issue

SUNGLASSES

JB SUN stands by the quality and engineering of every frame. We are proud to offer a 6 month limited warranty, valid for 6 months from the original purchase date. Your JB SUN eyewear excludes any scratches on lenses, damage caused by accident, abuse, neglect, shock, improper use or storage of the product; unauthorized modifications or repairs; normal wear and tear as well as any issue connected to the lenses. Lost and stolen frames are not covered under our warranty policy.

We will not be able to offer replacement sunglasses for typical wear and tear.

FINE

We stand by the quality of our JB FINE pieces. We are proud to offer a 1 year limited warranty for repairs on designated defective jewelry, valid from 1 year of purchase. This policy does not cover standard wear and tear of fine jewelry including: scratches, damages caused by accident, abuse, neglect, improper use or storage of the product, or product modification. 
Please email customercare@jenny-bird.com with your name and order number for any fine jewelry warranty inquiries.

CHANGING AND CANCELLING YOUR 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 Customer Care Team as soon as possible so that we can try our best to help.

PRE ORDERS

We always do our best to ensure that your orders arrive to you on time. If your order hasn't arrived yet, you can track it online through the information provided in your shipping confirmation email.

TRACKING YOUR ORDER

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.

RESTOCKING PRODUCT

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.

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.

GIFT CARDS

Present your gift card at checkout when making a purchase at jenny-bird.com and 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. Gift cards are final sale, and cannot be returned, exchanged or returned for cash except as required by law. This gift card has no expiration date. By using this card, you accept these terms and conditions.

INTERNATIONAL TRANSACTION FEES

It is possible you may be charged an international transaction fee by your bank if you are shopping outside of Canada or the US. 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.

If you have a press request, stylist inquiry or any additional questions for our communications team, please contact Emmalee at emmalee@jenny-bird.com.

Full priced items are eligible for returns. Items purchased on sale are considered final sale and not eligible for return. This includes items under the New Markdowns section of our website. If you purchase an item at full price using a discount code, we will accept the return and issue a refund. You will be refunded for the dollar amount paid for the item.

At our discretion, we will exclude certain products and/or collections from discount codes, sales and promotions. Currently, Fine Jewelry, Gift Cards, Super Solvers, Xo Studs, 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 promo/discount cards not working at checkout, please reach out to our Customer Care Team directly. Eligible discount codes can be applied retroactively within 2 business days of your order being placed.

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 jewels in transit, can be recycled. Or, use it instead of bubble wrap to store breakable items around your home. 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. The bamboo cushion is plant-based and biodegradable. Check your local disposal guidelines for specifics.

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.

We’re constantly striving to do better! If you have any questions or suggestions, we would love to hear from you. 

FINE

Your fine pieces will arrive packaged in 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.

Let’s stay in touch. Sign up for our newsletter and you’ll receive 10% off your first purchase. The discount code will land in your inbox within 10-15 minutes of signing up.

Sign up here.

FASHION JEWELRY

Follow these simple steps to keep your jewels looking their best:

1. Limit exposure to water, perfume, sunscreen, lotion and hairstyling products.

2. Remove your jewelry before swimming, bathing or showering. 

3. Store pieces separately, and hang necklaces to keep them from tangling.

4. Wipe clean with a soft cloth, and do not use conventional fine jewelry cleaner.

We are committed to producing top quality jewelry with superior plating thickness. However, if your jewels 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.

FINE JEWELRY

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.

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. the hood of your car) in 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.

JEWELRY

WHERE ARE THE JEWELS MADE?

Most 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 MATERIALS ARE USED?

Brass is the base metal used for the majority of the pieces, as well as stainless steel. The base metal is then electroplated in 14K gold, rhodium or silver. We also use freshwater pearls, glass beads, biodegradable acetate and recycled steel and copper.

WHAT IS THE DIFFERENCE BETWEEN HIGH POLISH & ANTIQUE FINISHES?

The difference is in the finish itself. High-polish is reflective and shiny and the Ox finish has a slightly worn-in appearance, created with a process by which the plated piece is tumbled with ink.

SUNGLASSES

JB SUN is sustainably made from a variety of materials chosen for minimal environment 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.

FINE JEWELRY

JB FINE pieces are responsibly produced in Thailand and China using suppliers who are part of the Responsible Jewelry Council. The Ear Cuff, Studs and Huggies are made of solid 14K 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.

Here’s the need-to-know:

WHAT IS 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 ON YOUR WEBSITE? (i.e. sale items)

You can use Afterpay to purchase anything except gift cards on the JENNY BIRD Canada website, but there is a minimum spend requirement of $75 CAD (pre 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. Please click here to initiate a jenny-bird.ca return, and click here to initiate a jenny-bird.com return.

WHAT IF I NEED TO CONTACT AFTERPAY?

Afterpay offers assistance through their website here, and via telephone from 9:00 AM to 5:00 PM CST at 1-833-386-0210. 

WILL IT AFFECT MY CREDIT?

Nope! Because Afterpay never does credit checks or reports late payments, your credit score or credit ranking will not be impacted. 

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 messages received in relation to JENNY BIRD and a collaboration, sampling, photoshoot or banking information via another social media profile is 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.

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:
1. Do not respond or engage by clicking any links they shared
2. Report the profile through the social media platform
3. Forward any fraudulent correspondence to our Customer 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 customercare@jenny-bird.com.

WHERE CAN I BUY JB IN-STORE?

We are sold in over 500 stores worldwide. To find a retailer in your area, click here. Please contact the store in advance if you are looking for a specific piece to make sure they stock it, as stores do not carry the complete assortment of all of our collections. 

GIFTING JB

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.

JENNY AND THE DESIGNS

Jenny leads the design on every piece, working alongside our Design Director and local Toronto bench jeweler to execute the technical specifications and sample process. Most ideas start with an overall style direction for the season—a vision and a sketch. Her talent and her process is driven by her intuition with respect to what her customers will want to wear next.