FREQUENTLY ASKED QUESTIONS

CONTACT US

Our office will be closed beginning at 1pm EST on Thursday December 24th returning Tuesday December 29th at 9am EST. Please note our Customer Care Team will be unavailable during this time, but will be in touch with you as soon as possible upon our return.

We would love to chat!
Send us an email here.
Call us - (647) 346-2473 from within Canada or toll free at 1-844-520-BIRD
Text us - (647) 492-5391
Direct Message us on Insta @_jennybird
Live Chat with us on our site

SHIPPING 

We happily offer free shipping in Canada and the Continental US (excluding Alaska, Hawaii Puerto Rico and other off-shore insular areas including American Samoa, U.S. Virgin Islands, Northern Mariana Islands and Guam). Free shipping does not apply to PO Box Addresses or Express Shipping. You can find rates for express and international shipping here.

RETURNS

We will happily accept merchandise in its original, unworn condition for a refund when accompanied by the original sale confirmation within 30 days of receiving your product.

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.

PACKAGING

Our shipping boxes are made from recycled materials and can be recycled again, or saved for another use.

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.

Inside the drawer box, the luxe organic cotton and the hemp string that bundle your pieces with care are both biodegradable and compostable. The bamboo cushion is plant-based and biodegradable. Check your local disposal guidelines for specifics.

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

NEWSLETTER

Let’s connect! 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.

OUR COMMITMENT TO SUSTAINABILITY

In our ongoing efforts to reduce our environmental impact and be kind to our planet, we are now shipping your pieces without jewelry boxes. Each piece will still come in a branded pouch, which we encourage you to use for gifting, travel and storage of your pieces. If you choose to request a jewelry box, please contact our Customer Care team at customercare@jenny-bird.com.

DISCOUNT CODES, SALES, AND PROMOTIONS

At our discretion, we will exclude certain products and/or collections from discount codes, sales and promotions. Currently, the Rarebird and Fine Collections 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.

If you purchase an item during a sale or promotion, all items in that order are considered final sale. These pieces are not eligible for a return.  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!

ORDER ISSUES OR 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 the Customer Care Team as soon as possible so that we can try our best to help.

TRACKING YOUR ORDER

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.

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.

METHODS OF PAYMENT

We happily accept major credit cards including Visa, Mastercard and American Express Credit Cards. We also accept Paypal, and QuadPay. Gift Cards (physical and digital) are also accepted.

GIFT CARDS

Present your gift card at checkout when making a purchase at jenny-bird.com. 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.

AFTERPAY

We’re using it now! 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 a Afterpay account?

When you’re checking out at purchase on jenny-bird.com, 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, a resident of 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? (ie: sale items)

You can use Afterpay to purchase anything except gift cards on the JENNY BIRD website, but there is a minimum spend requirement of $75 USD (pre tax and shipping). Everything on our website, whether on sale or regular price, is eligible to be purchased with Afterpay. 

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 return with JENNY BIRD.

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. 

CARE FOR YOUR JEWELS

Follow these simple steps to keep your jewels looking their best.
1. Avoid direct contact with beauty products such as perfume, hairspray, sunscreen, deodorant and makeup.
2. Always remove your jewelry before swimming, bathing or showering.
3. To clean your jewelry, wipe with a soft, moist cloth and ensure the piece is dried well. Avoid harsh detergents and never use jewelry cleaner on fashion pieces.
4. Store each piece separately. Necklaces live their best when they are hung.

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.

OUR MATERIALS

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.

WHAT MATERIALS ARE USED?

Brass is the base metal used for the majority of the pieces and parts of our jewelry. The brass is then electroplated in 14K gold, rhodium or silver. Reconstituted stone, lucite and/or glass may also be used for stone details, and a jewelry adhesive is used for setting stones.

WHAT IS THE DIFFERENCE BETWEEN HIGH POLISH & ANTIQUE FINISHES?

Metal oxidation is a chemical process by which an ionic chemical reaction occurs at the surface of a metal when in the presence of oxygen; it gives off an antique finish to your jewels, whereas high polish remains shiny. See image below. Top: antique / oxidized Bottom: high polish

REPLACEMENTS 

We aim to manufacture the highest quality product possible. As such, we offer a “no-questions” asked policy for any piece that is damaged or for which damage has occurred (outside of normal wear and tear) within one year of purchase from both jenny-bird.com and our retail partners.

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

OTHER JB INQUIRIES

WHERE CAN I BUY JB IN-STORE?

We are sold in over 500 stores worldwide. To find a stockist 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 without the invoice cost listed on the gift.

JENNY AND THE JEWELRY

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.