FREQUENTLY ASKED QUESTIONS
These are the things we get asked most often. If you have a question, we may already have an answer for you below. If not, just reach out at firstname.lastname@example.org and we’ll be happy to get to the bottom of whatever it is you’re looking to find out.
Can I get a refund?
If you are in Canada or the United States you can get a refund on eligible designs* (this is very important!) if you request your refund within 15 days of delivery date through our Return Portal.
- Click to initiate your free return HERE
When shipping your item for return, it must be sent back in its original Van Der Hout Jewelry box and must be unworn and in sellable condition.
If you are outside Canada or the United States, please contact email@example.com and a team member will assist you with your return. We do not offer free returns outside of Canada and the United States.
*Personalized products include any product in our initial collection, names necklaces, and engraved pieces. Some made-to-order products are noted as such if it is mentioned in product's description as final sale. Each of our personalized and made-to-order products is individually crafted by our team of goldsmiths. Changing these products, such as lengthening or shortening a chain, is labour-intensive and requires an additional fee. Sale items that are under the Sale section on our website are final sale; all modifications will be at a cost.
Okay, I've placed my order. When will it ship?
The general answer is 2 days to 3 weeks for most items. Obviously, pieces that are in stock will be ready to ship much sooner than custom-made designs. For specific information, refer to each product description for a more accurate timeframe.
Once my order has shipped, how long will it take to get here?
Usually 2 to 4 business days with our standard free shipping*. There are also a number of options to speed up delivery that you can select at checkout. Keep in mind, these times are estimates and may vary a little depending upon our carriers’ capacity. You know, certain holidays etc.
*Applies to Canada.
Can I track my order?
Sure can. Once we’ve filled your order, we’ll email you a link so you can track until your heart’s content. We strongly recommend using Canada Post website with your tracking number for the MOST accurate tracking and DHL website for US tracking.
Why isn’t anything happening when I click on my tracking number?
Not to worry. There’s usually a brief delay from the time our orders are processed and organized, to when they’re picked up by the postal service. Check back after 5pm and you’ll likely find your order has been scanned into the system and is now on its way.
I made a purchase at full price and you now have a site wide sale on can I get a price adjustment?
What should I do if there’s an issue with my delivery?
Oh no! Please contact us at firstname.lastname@example.org and we’ll get it sorted right away.
Do you ship where I live?
We ship virtually everywhere in the world, so the answer is almost definitely yes—within reason of course. If you’re unsure if we’d be able to deliver to you, drop us a note at email@example.com and we’d be happy to let you know.
Do you offer free shipping?
Yes, on all orders over $200 to Canada. And we’re working on providing a free option for our customers in other parts of the world, too. Stay tuned.
Who are your shipping partners?
We use Canada Post, DHL and FedEx* and we’ve found them to be speedy and reliable.
* for returns.
How are customs, duties and taxes handled?
If applicable, any and all duties and taxes are automatically calculated and adjusted to where you are ordering from—or shipping to, if it’s in a different country than where you are.
This means you only pay once for your order, at the time of checkout. You’ll never have to pay anything upon arrival.
Can I pick up my order in person?
Yes you can! If you live or find yourself in Toronto, we're happy to offer in-person pickup. Simply select "Pick Up" as your delivery method when checking out and you'll be notified with additional details on when you can schedule your pick up from our office and collect your jewelry!
NO WALK-INS allowed and we can not guarantee pick-up without an appointment.
Can I choose any font in the world for engraving?
While we’re open to requests regarding specific fonts, it’s important to understand that we’ve chosen our fonts based on simplicity, clarity and legibility and that’s why we recommend using one of them. But by all means, if you’d like to use a font that isn’t listed, please email us at firstname.lastname@example.org and we’ll see what we can do. Sound good?
Can I get my piece personalized?
The short answer is: “absolutely yes.” The personalization options you see on a product page are just the pre-set standard customizations—creating something unique for you is what we love most. We want to hear about your inspiring ideas for a custom design and work with you to bring it to life. Email us at email@example.com and let’s get started!
All custom pieces are final sale.
Can I order something for someone in a different country?
Aren’t you sweet? But of course! When you’re at the checkout page, just be sure to enter the address of where you want your gift delivered and we’ll take it from there.
Can I buy in my local currency?
Of course! Simply select your local currency using the currency converter at the top right of our website by the search bar.
Please note that some items with price add-ons, such as our initial necklaces, may be charged in CAD due to limitations with our payment system.
Why has the price of an item I've purchased already changed?
Our prices adjust from time to time depending on gold market price fluctuations. We do not refund the difference between purchase price and price-at-present (i.e. if you purchased an item for $150 and is now $175, you will be refunded for your original purchase price).
Can I exchange by necklace/bracelet/ring for a different size?
In many cases, yes. If your item is not personalized/custom-made you are likely eligible to exchange it for the same design in a different size or color. Please email our team at firstname.lastname@example.org within 15 days of delivery.
Depending on the request there may be some fees associated with your exchange. The Customer Service Team will inform you of any charges before processing your exchange.
Do your products look like what I am seeing online?
All of the images you see on our site are photographs. So, while some pieces may appear slightly larger or smaller than their actual size, the details are depicted accurately.
We’re happy to answer any questions about specific dimensions or details that aren’t displayed in the product description. Ask away at email@example.com
How will I know my order has gone through successfully?
You’ll know when you receive a confirmation email to the address you provided at checkout. It will contain your order number and other important information, so it’s a good idea to keep it around. It’s essentially your receipt.
Do you accept my credit card/PayPal/Visa gift card/VDH gift card?
Oh my yes. We accept virtually all forms of payment. As always, if you run into any problems, please email firstname.lastname@example.org
How quickly are orders processed?
Assuming your purchase is successful and payment is captured, in-stock orders are almost always ready to ship within 5 business days—although we definitely do our best to get it out the door even earlier. Custom pieces can take between 1 and 4 weeks. The product description for each piece provides an estimate for how long it takes us to prepare your order. Shipping times are not included in this estimate.
How do I know if my order has shipped?
You’ll receive an email letting you know that your order is on its way.
Uh-oh. Can I cancel my order?
Orders cancelled within 24 hours of receiving a confirmation email will be fully refunded. To cancel your order, email email@example.com. Please don’t forget to include the order number you wish to be cancelled.
Ooops. Can I edit my order?
The best answer to this question is—just email us at firstname.lastname@example.org as soon as humanly possible. Chances are, we’ll be able to accommodate most requests if we know about them in good time.
The piece I want is out of stock. Can I pre-order it?
In most cases, absolutely. Please refer to our Return and Exchange Policy page for more details.
How long will it take for my pre-order item to arrive?
Pre-order items usually take between 6 and 10 weeks to be restocked. The most accurate timing will be notes on the product page.
Keep in mind, however, this is based on when we go out of stock and not from when you pre-ordered. You can always email us at email@example.com to get a better idea of when a particular piece will be available again.
How do I use a promo code?
A promo code bar will appear during the checkout process. Just enter your promo code there, and the appropriate discount will be applied to your subtotal. Codes are case-sensitive so be sure to enter it exactly as you see it written.
Can I combine promo codes together?
Unfortunately, no. A for Effort though. You can, however, use a promo code when buying something with a gift card.
What do I do if my promo code expires?
To be completely honest, there’s nothing we can do about that other than say ‘we get it, we’re sorry, we’ve been there.’ Expired promo codes are the worst.
Do you have a store or a showroom?
The answer right now is NO. One of the reasons we’re able to offer the quality we do at the prices we do, is because we’re not paying all the associated overhead costs to keep a store open. But our Instagram is kind of like a showroom. Maybe stop by and check it out? @vanderhoutjewelry
I’d love to visit head office and meet everyone. Where is it?
Drop us an email at firstname.lastname@example.org and let’s set up a time for you to come on by. At this time we only work with appointments to make sure there is a team member ready to assist you.
Do you do repairs?
We can. If you’ve had your piece for longer than 30 days and think it needs repair outside of our warranty, send us a detailed email and we’ll happily provide an estimate for the work. It would also be extremely helpful if you include a photo of the specific issue. One more thing—the shipping costs to and from us will be included in our estimate.
Please be advised, items arrive to our office tangled from travel will be charged extra repair fee of $25 for detangling.
Discount codes will not be applied on repair fees.
Why has the price of an item I purchased changed since I received it?
The simplest answer is—solid gold and genuine gemstones are commodities and so their market prices may fluctuate on occasion. We work hard to minimize how often this happens, but it is a reality when dealing with high-quality precious metals and materials.
Are your diamonds ethically sourced?
Our diamonds are conflict free and ethically sourced through the Kimberly Process guidelines. For more on the Kimberly Process, please visit: The Kimberley Process (KP) | KimberleyProcess
Do you have any insider tips for keeping my jewelry beautiful?
Sure we do! Here are three simple ones that can work wonders.
- To maintain its lustre, show your gold a little love by rubbing it gently with a toothbrush and some warm water.
- Keep those gemstones and diamonds sparkling like crazy—add a few drops of regular dish soap to a bowl of water and do the toothbrush trick mentioned above. Don’t forget to be gentle! Follow with a rinse and dry with a soft cloth.
- Don't just toss your jewelry in a drawer or jewelry case. Try to make sure they’re laid out nice because pieces can scratch each other and get tangled.
Remember, we’re always here to answer your questions! Never hesitate to reach out at email@example.com