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
Direct Message us on Insta @_jennybird
Live Chat with us on our site
COVID-19 UPDATES
The health and safety of our team and partners are of utmost importance to us. Our Head Office team is currently working from home. We are fortunate that our warehouses remain open. Each of our locations have taken increased health and safety precautions including wearing face masks and gloves, implementing regular breaks for hand washing & sanitizing, sanitization of the full facility on a regular basis and passing a routine temperature scan upon entry.
SHIPPING
We happily offer free shipping in Canada and the Continental US only (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. We also ship internationally, though shipping charges will apply. Please see our Shipping page for more information on rates and delivery times.
SHIPPING AND COVID-19
Although COVID-19 continues to impact the way we live, our goal is to continue to provide you with your JB jewels. We are processing and shipping orders as per usual. Many shipping carriers have removed service guarantees for the remainder of 2020. As such, our delivery times are estimated and not guaranteed. We encourage you to get your Holiday shopping completed well in advance! Thank you for your continued love, support and patience.
RETURNS
We will happily accept merchandise in its original, unworn condition for a refund or store credit (via e-gift card) 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 or store credit (via e-gift card). If you purchase an item at full price using a discount code, we will accept the return and issue refunds or store credits. You will be refunded for the dollar amount paid for the item.
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.
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.
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 return or store credit (via e-gift card). 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. For restocking information on our Modernist Monogram Necklaces, please reach out directly to customercare@jenny-bird.com.
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.
QUADPAY
We’re using it now! Here’s the need-to-know:
What is QuadPay?
Quadpay 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. 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 QuadPay account?
When you’re checking out at purchase on jenny-bird.com, you’ll be offered the option to use QuadPay. When signing up for the first time, QuadPay requires your birth date, U.S. mobile phone number and a U.S. debit or credit card. Once that information is submitted, you’ll be notified instantly about the approval.
Why was I not approved to use QuadPay?
If you weren’t approved at checkout, you might be the next time you buy. Each order is assessed at the time of purchase, so you can always try using it during your next shopping trip.
Can I use QuadPay to buy anything on your website? (ie: sale items)
You can use QuadPay to purchase anything 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 QuadPay.
How do refunds and returns work?
Refunds and returns are completed as usual through JENNY BIRD. Once we process the return, we’ll notify QuadPay 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 QuadPay?
QuadPay’s live chat is available 7 days a week from 9:00 AM to 9:00 PM. EST. Just click their help bubble at the bottom of the page, here. You can also email them directly at support@quadpay.com.
Will it affect my credit?
Nope! Once QuadPay approves you (their process is pretty quick), you’re good to go. Your credit will not be impacted.
Can I use it for purchases in Canada?
Currently, this payment option is only available for customers living in the U.S. who are 18 years of age and older, with a U.S. Billing Address, a valid mobile phone number, and a U.S. credit or debit card. We hope to offer the service in Canada soon!
CARE FOR YOUR JEWELS
Follow these simple steps to keep your jewels looking their best.
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.
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. Keep it clean by wiping with a soft moist cloth and mild soap, avoiding harsh detergents. Never use conventional jewelry cleaners on our fashion pieces.
4. Store each piece separately in their provided dust bags. Necklaces live their best life when they are hung.
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. Please note that the Austin Cuff and Leana Pendant were manufactured in Vietnam.
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: Our customer care team will be happy to provide a direct replacement to you, free of charge. For items that have been purchased outside of the one year window, please send an email to customercare@jenny-bird.com and provide your name, order number, a description of the issue and a picture of the damaged item. Our team will be happy to assist you.
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. Please note that the Rarebird Collection is only available on jenny-bird.com.
GIFTING JB
All of our products are shipped in a JENNY BIRD branded pouch 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.
FABFITFUN
JENNY BIRD has been a partner with FabFitFun since 2020. The brand is best known for their subscription box model of unique curated lifestyle products in full-size formats. They were founded in 2010 by Co-CEOs Daniel and Michael Broukhim and Editor-in-Chief Katie Echevarria Rosen Kitchens.
All replacements/product inquiries regarding JENNY BIRD product received in a subscription box are being handled by FabFitFun directly. Please contact their Customer Care team by following this link so that they may process a replacement for you quickly.