FAQS – Van Der Hout Jewelry

Great question as this varies from design to design. In our product descriptions we provide an accurate timeframe for us to make, package and give your order to a courier service that will deliver it to you.

This can vary anywhere from 2 days to 3 weeks for most items. Please check the product description or of course you can always ask our Customer Service team.

When your order is ready to ship you will receive an email with a tracking number so you can follow it on its way to you.

We know you are excited to get your VDH Jewelry but you need to just hang on a little bit longer. There is a slight delay between when we process and organize our orders going out each day and when they are picked up by our postal providers.

If you just received the email please check back after 5pm and you should see that it has been scanned into the Canada Post / DHL system and is on its journey to you. If that is not the case please contact Customer Service.

That's the worst! Unfortunately this may happen and we will do everything we can to manage the issue and expedite a happy resolution but please be aware that Canada Post has been experiencing some delays in delivery since the onset of COVID-19 in mid-March of 2020. Make sure to let Customer Service know that your order is experiencing an issue and we will get on it right away.

It depends on where you are shipping the product too. All duties and taxes are automatically calculated and adjusted to where you are ordering from (or shipping to if that is different from where you are ordering from).

This way there are no surprise charges and fees when your jewelry arrives. This ensures you just need to pay one time for your Van Der Hout Jewelry with no additional fees upon arrival.

We currently only offer the font styles shown on the individual product pages for 'engravable' items. Our current default for engraving our Van Der Hout Jewelry pieces is Times New Roman.

If you have a special request on font, please add it to the order and we will confirm if it is possible before proceeding with you via our Customer Service team.

All of our jewelry is photographed to show as much detail as possible. Some products may appear larger or smaller than their actual size. We do our best to depict our items with the utmost accuracy.

If you have questions about specific dimensions and they are not included in the product description on the website email customerservice@vanderhoutjewelry.com and we will answer your questions right away!

If your order has been successfully completed you will receive an email confirming the purchase to the address you provided when checking out of our online store. Please make sure to hold on to this email as it is your receipt and includes important information such as your order number and the best way to get in touch with us if you have any questions or concerns.

Orders are processed once the purchase is completed online and payment is captured. With each item we provide an estimate on how long it takes for your piece of jewelry to be made and shipped to you on the website (typically between 1 and 4 weeks). We do our best to make them as quickly as possible, but guarantee delivery within the timeframe advertised. If for some reason there is an unforeseen delay we will contact you right away.

If you have any special requests or need your order rushed please email us at customerservice@vanderhoutjewelry.com and we will do our best to accommodate. In the email please include your order number if possible.

Many of our pieces are made uniquely just for you and we pride ourselves on making jewelry our customers love because they get a say in what it is they are buying. Most of our orders can be modified when selecting the piece of jewelry you want on our website (i.e. color of gold, engraving, etc.). If you have a special request you can add it to the note section when checking out on the website or you can email customerservice@vanderhoutjewelry.com in advance with any questions.

At Van Der Hout Jewelry we will always do our best to accommodate what you are looking for! If for some reason we cannot and you would like to cancel or change your order this can be done without any charge if you let Customer Service know within 24 hours of completing your purchase.

Yes we do...and typically offer a discount on pre-order items as well! Please check our Return and Exchange Policy page for more details.

How long will it take for my pre-order item to arrive?

It varies from item to item. Pre-order items typically take between 6 - 10 weeks to be restocked.

However, this is based on when we go out of stock, not necessarily from when you ordered so if you are curious how long until it is back in stock please contact customerservice@vanderhoutjewelry.com. We ship pre-ordered items right away and will provide an update from Customer Service if required.

We do not have a store or showroom at the moment. Follow our Instagram account (https://www.instagram.com/vanderhoutjewelry/ or @vanderhoutjewelry) for information on pop up shops and trunk shows!

Our office is located in Toronto at 27 Queen Street East, Suite 1406. If you live in Toronto or are visiting the city and want to swing by please email us at customerservice@vanderhoutjewelry.com and we will schedule a time for you to come on by, meet the team.

If the 30 day period has expired upon receiving your jewelry and you would like your piece repaired, please send us a detailed email with what you would like fixed and we will give you an estimate for VDH to do the repairs. Note the cost of shipping the item to VDH must be covered by the customer.

The price of the item I purchased has changed since I received it.

A little love goes a long way! When not wearing your jewelry, be sure to store it in a pouch or individual plastic baggies. This helps prevent scratching and damages.

You should always remove your jewelry when applying scents, lotions and sprays - or even better, your jewelry should always be put on last before heading out the door. We want you to enjoy your VDH jewels for as long as possible.

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