FREQUENTLY ASKED QUESTIONS
COVID-19 UPDATES
All of our factory, warehouse and delivery partners are continuing operations as usual and will be shipping your orders on time. We will continue to monitor this closely and provide updates on this page if anything should change. If your item is on pre-order, it is expected to ship on the date provided at the time of purchase.
When you have received an email with your tracking information, please call UPS customer service (1 800-742-5877) to have your shipping address changed using the following information:
Shipper’s name: JENNY BIRD Holdings Inc. / Bergen Logistics
Shipper’s address: Bergen Logistics - 3925 Steeles Ave, Brampton ON L6T 5W5
Our team is working hard on processing all returns as quickly as possible. Please monitor your tracking number and allow 3-4 business days after delivery for the refund/store credit to be processed. Please email our customer service team (customerservice@jenny-bird.com) with any questions or concerns.
If you are unable to safely return your package at this time we ask that you reach out to our Customer Care team to advise on next steps. The safety of our customers is a priority.
Please note that The Shop at JENNY BIRD and JENNY BIRD studio office will be closed until further notice, however our team is here to support you! If you have any questions about your order or our products, please reach out to us via Instagram, Facebook or email us at customerservice@jenny-bird.com.
Our team and partners are monitoring the Centre for Disease Control (CDC), the World Health Organization (WHO), and Occupational Safety and Health Administration (OSHA) regularly.
Currently, our warehouses are still fully operational and are focused on steps to limit staff exposure, and to prepare our response in case of exposure of any of our associates.
Current measure to limit exposure:
Plans for non-essential staff to work remotely.
No face to face meetings in the office.
Sanitizers in place at all entrances and lunchrooms.
We are cleaning all common areas 2-3 times daily.
Our team and partners are committed to doing everything we can to reduce the impact of the Coronavirus pandemic, and will continue to communicate how we are adjusting our response based on current and forecast conditions. If you have any other questions, please feel free to email customerservice@jenny-bird.com
SHIPPING / RETURNS
We’re pleased to offer free shipping in Canada on every order over $75. All orders are shipped from our warehouse in Brampton, ON.
We ship worldwide. Please see our Shipping + Returns page for more information on rates and delivery times.
JENNY BIRD will accept merchandise in its original, unworn condition for a refund or store credit when accompanied by the original sale confirmation within 30 days of receiving your product. All sale items are considered FINAL SALE.
Any item purchased from a JENNY BIRD retail stockist must be returned to the original location at which it was purchased and is subject to the return policies of that retailer.
For more information, please visit our Shipping + Returns page..
Any orders placed between November 1st and December 24th, 2019 will be eligible for an extended return period until January 24th, 2020. All orders placed after these dates will fall under our usual 30-day return policy.
See our Shipping and Returns page for more information on how to return or exchange your items.
Please note that all Sales are FINAL SALE and will not be eligible for return, exchange or store credit.
DISCOUNT / SALE POLICY
JENNY BIRD reserves the right to exclude certain products and/or collections from discount codes, sales and promotions. In particular, the Rarebird and Fine Collections will not be eligible for discount, sale or promotion at any time.
Only one discount code, offer or promotion is valid per order. Discount codes, sales and promotions can not be applied to past purchases unless otherwise noted. Discount codes are valid one time per user unless otherwise noted.
ORDER AND PRODUCT INQUIRIES
If you have made an error while placing your order, please call us within 30 minutes to cancel or make a modification, (including updated shipping information). We will do our best to make these changes before your order has been packed and shipped. Please note that if your order is placed outside of regular business hours, (Monday to Friday, 9am-5pm EST), we will do our best to address the issue on the following business day.
647-346-2473 (Canada)
1-844-520-BIRD (US/International)
JENNY BIRD aims to manufacture the highest quality product possible. In the event that a damage does occur outside of normal wear and tear within one year of purchase, please email us with your name, order number, a picture and a description of the issue. Our customer service team will advise on next steps for having your piece repaired or replaced.
If your item was purchased outside of the one-year window but you are interested in having the piece repaired, please email our customer service team with a picture and description of the issue. We’ll be happy to do what we can to get your favorite JB piece back to new! Any costs associated with the repair will be agreed upon beforehand.
ABOUT OUR MATERIALS
Our jewellery 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 Jenny Bird products are sourced and manufactured responsibly.
To learn more, click here.
Brass is the base metal used for the majority of the pieces and parts. The brass is then electroplated in 14K gold, rhodium, sterling silver, or rose gold. On some styles, genuine leather is used for closures, reconstituted stone, lucite and/or glass is used for stone details, and a jewelers adhesive is used for setting stones.
The Blanc Collection pieces are made using white paint that is sprayed on. It is very strong, and is the same paint used on cars.
PLEASE NOTE: When storing Blanc collection pieces, store them separately from all other jewellery, preferably in its own box, to avoid scratching. Do not store your jewellery in any coloured pouches, as the colour may transfer onto the pieces. Store your Blanc Collection pieces individually.
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.
Left: antique / oxidized | Right: high polish
Follow these simple steps to keep your jewels looking their best year after year:
AVOID direct contact with beauty products such as perfume, hairspray, deodorant and makeup.
ALWAYS remove your jewellery before swimming, bathing or showering.
TO CLEAN your jewellery, wipe with a soft moist cloth and mild soap, avoid harsh detergents and never use jewellery cleaner on fashion pieces.
STORE each piece separately. The best way to store your necklaces is to hang them.
We are committed to producing top-in-industry quality jewellery with a superior plating thickness. However, if your jewels are exposed to the products above some tarnishing may occur. It may also naturally occur from certain skin’s PH levels.
PLEASE NOTE: When storing Blanc and Holiday 2019 collection enamel pieces, store separately from other jewellery, preferably in its own box to avoid scratching. Do not store these pieces in any coloured pouches, as the colour may transfer onto the enamel.
OTHER JB INQUIRIES
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 style. Stores do not carry the complete assortment of the collection. Please note that RAREBIRDS are only available on jenny-bird.ca.
All of our products are shipped in a Jenny Bird dust bag and matching box so you can ship right to the recipient if you wish! The invoice does not show the prices of your items and you can even add a gift message to your order which will be added as a notecard.
For a helpful step-by-step guide to the newsletter sign up process, please click here.
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 birdgirls will want to wear in their tomorrows.
Jenny’s birth name is Jennifer Lynn Bird, but she has been called Jenny her whole life, so...yes!
RAREBIRD
Please note that a signature is required upon delivery for all Rarebird packages. If no one is available to receive the package it will be delivered to a local UPS Access Point and held for up to 10 days before being returned to sender.
In the unlikely event that you encounter a defective piece, please email customerservice@jenny-bird.com with images of your item. If a replacement for the particular item is not possible, our customer service team will work with you on finding an alternate solution of equal value.
DRESS FOR SUCCESS
Dress for Success is an international not-for-profit organization, with locations all around the world. Dress for Success is more than just an outfit. Their mission is to empower women to achieve economic independence by providing a network of support, professional attire and the development tools to help women thrive in work and in life.
JENNY BIRD is proud to be a National Partner of Dress for Success Canada Foundation.
Learn more about the Dress for Success - Canada Foundation here.
NEED FURTHER ASSISTANCE?
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