Shipping out, picking up & sending back. Everything you need to know. And probably more.
Processing, shipping & DHL / Canada Post
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 colour 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 colour selector on the product page.
Please make sure to check the lead times of the product on the product page as some items can be backordered and/or pre-sale which will extend the lead time accordingly.
When it comes to DHL / Canada Post, 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 —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 firstname.lastname@example.org 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 in-person pickup at our head office in downtown Toronto. Simply select "Pick Up" as your delivery method when checking out and you'll be notified with additional details on where and when you can swing by.
Sorry, no walk-ins. Please reach out to customer service to book an appointment for local pick-up and drop-off.
Refunds & Returns
Standard Return Policy
If you are in Canada or the US, you can get a refund on eligible designs* (this is very important.) if you request your refund within 7 days of delivery date as noted on the system through our Return Portal below.
- Click to initiate a free return HERE
Once a return is initiated and the label is created, the package must be scanned by our delivery partner within 7 days. (If the label is not used during the time, we will not be able to provide a new label.)
All refunds will be applied to the form of payment used on the original order. Rush order processing, expedited shipping and same day delivery fees are not eligible for refund.
When shipping your item for return, it must be sent back in unworn and sellable condition and shipped in its original Van Der Hout Jewelry box.
No returns will be accepted without following the proper return request on our Return Portal as we will not be able to identify your order or refund you.
Please give our team up to 7 business days from the return received date for processing.
If you are outside Canada or the US, please contact email@example.com and a team member will assist you with your return. We do not offer free refunds outside US and Canada.
*Items that are not eligible for return include, but are not limited to, sale items and all personalized items, including any product in our initial collection, name necklaces, and engraved items, are final sale. Any modification to personalized and made-to-order items, such as adjusting the length of a chain, is not included in the product cost and will require an additional fee to do so. Sale items are final sale - and all adjustments will be with an additional fee. (Sale items are under the Sale section on our website.)