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FREQUENTLY ASKED QUESTIONS

Bead & Soul Shop 101

CUSTOMER SERVICE

Please review all FAQ’s, if you still have questions contact sarah@beadandsoul.com and we will reply to you as soon as possible. If it is a specific order inquiry, please include your order number in the subject line of the email or reply to your order confirmation email

TURNAROUND TIME

  1. Regular Orders

    Ready made  items will ship in 1-5 business days (excludes weekends and holidays). I try to limit my trips to the post office to twice per week.

  2. Preorders

    Most made to order items will be processed in 1-2 weeks.

  3. Sale Orders

    Turnaround time during sales is 3-5 business days, we do our very best to adhere to our standard turnaround time.

SHIPPING

  1. What shipping method is used? 
    We ship via Canada Post using your choice of shipping designated at checkout.

  2. Items sent within Canada or Internationally that are purchased without tracking are not insured if lost or stolen. Please upgrade at check out if you would like tracking.  

  3. How long to orders take to ship? ​

    • Standard shipping times are estimates ***please note: no shipping times are guaranteed. Thank you for understanding. 

    • Canada 
      Lettermail 5-14 business days

      Expeditied Parcel: 4-10 business days

      Tracked: 5-12 business days

    • United States Tracked: approximately* 5-12 business days once processed

      Expedited: approximately* 1-13 business days once processed 

    • International 
      Small Packet Air: approximately* 7-14 business days once processed 
      Tracked: approximately* 6-10 days once processed 
      *once packages are transferred to the country’s delivering service there is no way to track or know how long they will take to arrive at their destination. Please note that the buyer acknowledges responsibility for any import or customs fees and/or taxes imposed. 

       

      *during holiday seasons and other circumstances that may cause an influx in packages to deliver for Canada Post these shipping times may be extended. Bead & Soul Shop does not guarantee shipping times.

  4. Do you offer free shipping? 
    We do not offer free shipping at this time.  

  5. Are you able to combine orders? 
    Yes, please send me a message!

  6. Can I change the shipping address on an order? 
    Please email sarah@beadandsoul.com immediately with the subject line CHANGE ADDRESS ON ORDER # (and your order number). We will reply to let you know if an address change was possible. To avoid this, please double check your order before placing.

  7. What if my package gets returned to Bead & Soul Shop? 
    We will reach out to see if you would like your order re-shipped at your expense.

RETURNS, EXCHANGES & CANCELLATIONS

  1. Do you offer returns?

    For sanitary reasons, Bead & Soul Shop does not, and will not offer returns. 

  2. Do you offer exchanges?

    For sanitary reasons,  Bead & Soul Shop does not, and will not offer returns. All sales are final. 

  3. Can I cancel my order?

    Please email sarah@beadandsoul.com immediately with the subject line CANCEL ORDER # (and your order number). We will reply to let you know if a cancellation is possible. If it is, we will release the funds immediately and it may take up to 5-7 business days for the refund to appear on your statement.

SAFETY & CARE

  1. What materials are used in Bead & Soul Jewelry?

    First, we do NOT, and will never use any plastic beads on our products. All beads are glass, semi-precious and made of the highest quality materials available.

  2. How should I care for my jewelry?

    • • Remove jewelry before entering the water.

    • • Avoid perfumes, oils, hairsprays & lotions.

    • • Store in an airtight bag to prevent tarnishing, use a jewelry hanger or jewelry bag. 

    • • Do not sleep with any Bead & Soul jewelry on.

PACKAGING

  1. All jewelry comes packaged on a branded jewelry card and wrapped in a cello sleeve perfect for gift giving. This also reduces thickness which saves on shipping cost. 

  2. Where possible we use recyclable and reusable shipping materials wherever possible. 

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