Need Assistance, Contact Us

 

If you have and questions about your purchase, send us an e-mail at hello@birchandsage.ca. Please include your order number in the subject line on your e-mail.

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Returns

We know you will love your purchase, but if you have a change of heart, no worries! We are proud to offer hassle-free returns. Should you like to make a return, please note the item must be in new, unused condition as it was, when sent to you.  We are unable to accept returns after an item of jewelry has been worn. Earrings are final sale.

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A proof of purchase is required for all returns. The full amount will be refunded to your original method of payment, upon receipt, minus the cost of shipping, as long as the product is in its original condition when sent to you. All items shipped are photo cataloged to ensure absolute best care.

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Returns must be initiated within 7 days of receiving the item(s). You as the customer is responsible for return shipping and handling, and must be sent via tracked shipping with tracking number sent to us via email receipt.

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Incorrect Shipping Details Entered

If you have made an error in your shipping details, please contact us immediately at hello@birchandsage.ca or by visiting our contact page. Please include your order number and the correct shipping address. If your order has not been fulfilled or shipped, we are happy to make changes. 

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If you have entered incorrect shipping details for your order, and it has already been fulfilled and shipped, the order cannot be canceled or changed.

 

If the item is returned to us, through Canada Post, due to the incorrect shipping address entered, you can choose either A) a refund for your order or B) can request it sent to your correct address. There will be a fee through Canada Post to complete this change, and we will notify you via email prior to resending your item. We are not responsible for any losses incurred as a result of incorrect shipping information.

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Order Cancellations

If you need to cancel your order for any reason, please reach out to us via e-mail within 24 hours. It is important to include your order number in your message. If your order has not been fulfilled or shipped, we will cancel your order and issue a full refund. Please note it is on a best effort basis and cancellations may not always be possible.

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Lost Packages

Due to the impacts of COVID-19, shipping carriers around the world are facing unprecedented volumes. This can sometimes cause delays in receiving your order.  Packages will be considered "Lost in Transit" once the delay has exceeded 30 days beyond the estimated time frame. Though this is a rare occurrence, we will make it right, and offer you a full refund or resend your package.  Your patience is most appreciated as we work through this challenging period. We will stay in contact with you during this process; if for some reason you do not hear from us, please email us immediately. We are here to assist so please don't hesitate to reach out if you have any questions!

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