Shipping out, picking up & sending back. Everything you need to know. And probably more.
Processing, shipping & DHL
All in-stock orders are packaged and shipped within 5 business days. If your piece is custom or personalized, however, we’ll most often need between 5 and 15 business days to make it before it’s ready to ship. There are a few exceptions, however. For example, the color of gold you choose may affect delivery times, so be sure to double check the shipping time for your piece. You’ll find it listed directly below the color selector on the product page.
When it comes to DHL, their delivery time depends on which rate you select at the checkout page and is then added on to the shipping time we’ve indicated. For example: if our website says 5 business days, and you select the 2-4 day option from DHL—expect your delivery to arrive within 7 to 9 days. Make sense?
If you don’t see an option to rush your delivery, that doesn’t mean we can’t try to figure something out. Email us at email@example.com and let’s see if we can speed things up for you.
Keep in mind that your chosen shipping method won’t affect how long it takes to make your piece—the actual production time is set in stone. (That pun was intended.)
Tracking en route
Now for the fun part. Once we’ve filled your order, you’ll get an email from us with a link. Use it to track and follow your jewelry through the wonderful world of mail.
We’re happy to offer curbside pickup at our head office in Toronto. If your order is available for curbside pickup, you’ll have the option to select it on the product page. Just tick the box and someone from customer service will be in touch to arrange a time for you to swing by.
Refunds & Returns
Full refunds are available within 30 days of purchase on all pieces that are not custom-made.* Simply email us at firstname.lastname@example.org and let us know what you’d like to return or exchange and we’ll take it from there. For returns, we’ll happily refund you the price of your piece, but you’ll have to take care of the return shipping cost and any applicable taxes and duties. Sorry, we’re just not on Amazon’s level. (Yet!)
*Custom items include (but are not limited to) initial necklaces, bracelets, earrings and anklets—as well as any name necklace, bracelet or design that requires engraving.
When shipping your item for return it must be sent back in its original Van Der Hout Jewelry box.