FAQs
COVID-19 UPDATE:
The Team at VDH is working remotely and doing our part to help flatten the curve. As a result we are only shipping in-stock and sample sale items at this time. We are still accepting orders on all items on our website and have adjusted our timelines for delivery to match when we have been advised we will be able to resume our normal business operations safely, but cannot guarantee delivery times at the moment. If you have questions please contact us at customerservice@vanderhoutjewelry.com.
Stay safe and healthy!
The Team at VDH
How do I use a promo code?
Once you have selected your Van Der Hout Jewelry that you want to purchase, a promo code bar will appear during the checkout process. Enter the promo code at this time and the discount will be applied to your subtotal. Please make sure to enter the promo code exactly as it is advertised as they are case sensitive
Can I combine promo codes together?
Unfortunately you are not able to combine promotional codes and multiple discounts together. You are however able to apply a promo code to the purchase of a gift card or when purchasing item with a gift card.
My promo code expired?
We do place limits on our promotions. We would like our customers to benefit from our promotions as much as possible, but if the advertised time frame expires, the promo code will no longer be available.
Do you have different fonts for engraving your products?
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.
Do you ship where I live?
Yes! We ship virtually everywhere in the world with our global shipping provider DHL. So go ahead and order away.
Do you offer free shipping?
Yes we do offer free shipping on all orders to Canada and the USA. Select the free shipping option when checking out.
We are working on providing this option for our customers outside of Canada and USA.
What if I need an expedited shipment?
We offer a variety of shipping options. Select the one that works best for you. Please note that expedited shipping is for when the product is produced and ready to be shipped and is not from the date of purchase.
What about shipping in Canada?
For all domestic Canadian shipments we work with Canada Post for expedited parcel service.
Do I have to pay any customs, duties and taxes?
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 than 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.
Can I order something for someone in a different country?
Yes you can! Simply adjust the flag at the bottom your screen to the country you want to send your Van Der Hout Jewelry to. Enter the mailing information of where the jewelry is going when checking out and you are all set to go.
Can I buy in my local currency?
Yes you can! In fact, our website is programmed to automatically convert to your local currency so there are no pesky currency exchange fees on your credit card. The total you see at checkout is the total you pay on your credit card statement/paypal.
Do you accept my credit card/PayPal/Visa Gift card/VDH Gift card?
Yes! We accept virtually all forms of payment. If you encounter any issues please email customerservice@vanderhoutjewelry.com and we will be happy to help you out.
How do I know my order has gone through?
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.
How quickly are orders processed?
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.
How do I know if my order is complete and shipped?
Orders are processed Monday through Friday and are shipped as soon as they are completed. Once your jewelry is shipped you will receive an email confirmation that your order is on its way, that includes a tracking number for you to follow its journey.
How long does it take for delivery?
Delivery time is up to you. When checking out you have a few options from standard shipping to expedited. Based on the option you select and where you are shipping to it may take anywhere from 1-10 business days before your jewelry arrives.
Can I cancel my order?
You can cancel any order within 24 hours of receiving an order confirmation. If canceled within this timeframe we will provide a full refund, no questions asked. To do so, you must email customerservice@vanderhoutjewelry.com and include your order number.
Can I make an edit to an order:
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.
Do you offer pre-order on out of stock items?
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 off of 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.
Do you have a store/showroom?
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.
Do you do repairs?
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. Can I get a refund?
As a jewelry business our pricing may change the gold market price fluctuations and available stock. As such we are not able to refund the difference. At Van Der Hout Jewelry we are committed to offering the best possible price we can for high quality fine jewelry.
How do I know my ring size?
Figuring out your ring size can be tricky. Below are a few steps that you can follow to determine the correct ring size to order.
- Select an existing ring that fits the finger you want to measure.
- Use a ruler and measure the internal diameter of the ring (in mm).
- Use the chart below to determine your ring size.
|
Diameter of ring |
Corresponding Ring Size |
|
14.0mm |
3 |
|
14.4mm |
3.5 |
|
14.8mm |
4 |
|
15.2mm |
4.5 |
|
15.6mm |
5 |
|
16.0mm |
5.5 |
|
16.45mm |
6 |
|
16.9mm |
6.5 |
|
17.3mm |
7 |
|
17.7mm |
7.5 |
|
18.2mm |
8 |
|
18.6mm |
8.5 |
|
19.0mm |
9 |
|
19.4mm |
9.5 |
|
19.8mm |
10 |
|
20.2mm |
10.5 |
|
20.6mm |
11 |
|
21.0mm |
11.5 |
|
21.4mm |
12 |
|
21.8mm |
12.5 |
|
22.2mm |
13 |
|
22.6mm |
13.5 |
Do you have any tips for keeping my VDH jewelry looking its best?
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.
Do your products look like what I am seeing on online?
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!