Our Client Care Team is currently experiencing high contact volumes. Find answers to frequently asked questions below. You may experience a delay in receiving your order. Thank you for your support!
We are experiencing higher than normal contact rates, but are working hard to get responses out within 2 business days. We would invite you to review the FAQ’s below to see if we can assist you with your question!
As an organization with a deep commitment to empowering women, there are many ways we bring this mission to life. Whether it's through our corporate culture for employees, our supply chain, our products and client experience, or our partnerships and community engagement, purpose lies at the heart of Hillberg & Berk. For more information on our purpose and community engagements, please visit the Our Purpose page. If you believe your event aligns with our mission, please contact us by emailing firstname.lastname@example.org.
Yes! Electronic gift cards (e-cards) may be purchased through our website (www.hillbergandberk.com). It will be emailed to the recipient within 24 hours of submitting your order. Physical gift cards are also available for purchase and will be shipped directly to you or the recipient. Both e-cards and physical gift cards can be used in any Hillberg & Berk retail store or on hillbergandberk.com. Physical gift cards may also be purchased in any Hillberg & Berk retail store.
Just like you, beautiful jewellery needs to be cared for. Treat it right, and it will continue to sparkle bright.
Store your jewellery individually in an air-tight container to prevent tarnishing and chipping. Your H&B box is a great place to store it too. Keep your jewellery sparkling bright by cleaning or buffing with an untreated or dry polishing cloth. Keep your jewellery away from the bathroom, heating vents or window sills, as damp and hot conditions can cause the jewellery to tarnish faster. Protect your jewellery by avoiding contact with soaps, perfumes, lotions, makeup and hair products etc.
Not able to get your jewellery as sparkly as you would like? Stop by one of our retail locations for a complimentary cleaning.
Sparkle Balls™ are Swarovski crystals hand-set in clay and unfortunately cannot be repaired. If your earrings are beginning to lose their sparkle, please visit any one of our Hillberg & Berk stores or contact our Client Care team, and we will be happy to help you!
As long as we have your earrings in stock, we are happy to offer you a Half Earring Exchange! Just bring your one earring in to any of our retail stores, and we will be happy to sell you a brand-new pair of the same style and color for half price. If you do not live near one of our retail stores, contact Client Care (email@example.com) and we will be happy to assist you from a distance.
Our jewellery is made for women, by women. We design products that reflect the vibrant lives of the women who wear them. Our maximalist jewellery is emblematic of the boldness and brilliance every woman already possesses within herself. With a special design aesthetic from Sparkle to simple, we celebrate contrasts to reflect the multifaceted nature of the women who inspire our designs. As a proud Canadian company, our products are designed in Regina, and produced through a female-driven global supply chain. From sourcing specialized materials from around the world, including gemstones, high quality metals, Swarovski crystals, pearls, and other unique elements, to partnering with expert vendors, and empowering our female production team in Regina, our jewellery is handmade with you in mind.
Placing an Order
Frequently asked questions about placing and updating orders. For further assistance, please reach out to our Client Care team by emailing firstname.lastname@example.org.
Yes! We are excited to be offering in-store pickup for online orders.*
Submit a regular online order but select 'pick up' instead of 'ship' at checkout. You will be prompted to select the retail location most convenient for you. After placing your order, you'll receive an instant order confirmation, indicating that you'll receive a second notification when your order is ready for pickup (within 24 hours). After receiving this second notification, visit your designated retail location, have your order number available, and tell the Client Ambassador that you're picking up an order.
Please Note: If your order is not claimed within 72 hours from your second notification, the item(s) will be restocked and your order will be refunded. You will receive an order canellation notice at this time.
*Selected inventory must be available at the desired retail location.
If you wish to place an order over the phone, please contact our Client Care team toll-free at 1.888.997.3095 Monday to Friday 10:00-4:00 or Saturday 12:00-5:00 CST. We will be happy to help you place your order.
Please Note: Due to COVID-19, some response times may be delayed. Thank you for your understanding.
We accept Visa, Mastercard and Amex.
We do not offer gift receipts, but not to worry! All of our orders placed online will include a packing slip which does not include any pricing. This will also qualify as proof of payment should the person you are gifting wish to return or exchange their piece.
As of right now, we are only able to accept one shipping address per order. If you need items to ship to different addresses, it would be best to place them as separate orders.
At this time, we are only able to add one gift message per order, but each item will be gift wrapped individually. The gift message will be printed and enclosed.
At this time, we are only able to process one credit card per online order (this includes Visa, MasterCard, or American Express gift cards), except if the other is a Hillberg & Berk gift card.
Yes! After submitting an order, you should be taken to a page that provides an order confirmation number. Within a few moments, you will receive a confirmation email from us. After your order has finished processing and is ready to ship (1-3 business days), you will receive a second email that provides the tracking information for your shipment. Please contact Client Care (email@example.com) if you have not received your confirmation emails.
We want you to receive your order as quickly as possible! To make that happen, our team starts processing orders as soon as they have been submitted. Due to high volumes, we are unable to facilitate order cancellations at this time. Please contact our client care team (firstname.lastname@example.org) if you have any questions.
Shipping & Returns
We hope you'll love your new H&B pieces! See below for information on our shipping and return options.
Unfortunately, Hillberg & Berk can only ship to one address per order. We suggest buying separately if you are shipping to different destinations.
Yes! On the checkout page, you will see all of your available shipping options. For expedited orders to ship same-day, they must be placed before noon central time.
Since we process orders so quickly, we are typically unable to make changes to a shipping address. Please contact Client Care (email@example.com) as soon as possible after ordering if you require changes to your shipping address.
Orders placed with Canada Post Expedited Parcel will be processed and shipped within three (3) business days (unless otherwise notified). DHL Express Worldwide, Canada Post Xpresspost, and Canada Post Priority Post orders placed before our shipping cut-off time of 12:00 pm CST will be shipped the same day Monday to Friday. Orders placed after 12:00 pm CST, on a statutory holiday, or on Saturday and Sunday will ship the next business day.
Please Note: Due to COVID-19, we have had to alter some of our operations. We are working hard to serve you, but some response times may be delayed. Thank you for your understanding.
We offer several different shipping methods to best suit your needs. You can see all of the options below.
Free Shipping ($50 order minimum, before taxes): 2 - 9 business days in Canada (excluding weekends and holidays).
Canada Post Expedited Parcel: (Rates are calculated based on the shipping address) 2 - 9 business days in Canada (excluding weekends and holidays).
Fedex Standard Overnight: (Rates are calculated based on the shipping address) Next day excluding weekends and holidays, depending on the shipping address. Cannot ship to P.O. Boxes overnight (order must be placed by 12 pm CST).
Free Shipping ($50 order minimum, before taxes): 6 business days to the United States (excluding weekends and holidays).
FedEx International Economy: (Rates are calculated based on the shipping address) 6 business days to the United States (excluding weekends and holidays).
FedEx International Economy: Rates are calculated based on the shipping address, and timeline will vary from country to country.
Please Note: Due to COVID-19, delivery disruptions are possible. Furthermore, for health and safety precautions, Canada Post is no longer requiring signatures for door deliveries.
Absolutely! You can visit any of our retail locations to process a return or exchange. Please ensure the pieces are unworn and in original condition and you have your proof of payment.
Please Note: Due to COVID-19, we are assessing returns on a case-by-case basis for the healthy and safety of you and our team. Please reach out to our Client Care team at firstname.lastname@example.org for assistance with your return.
Please allow up to 15 business days for the processing of returns and exchanges. Depending on your financial institution, refunds can take up to nine business days to appear on your credit card/bank statement.
Please see below for frequently asked questions pertaining to promotional codes and pricing adjustments.
We encourage you to subscribe to our email newsletter to receive 10% off your first purchase, and be the first to know about new product releases, special events, and promotions!
Please note, the welcome code cannot be combined with other offers and excludes products from our Too Much of a Good Thing section, collaboration pieces, new arrivals, H&B Fine, and gift sets.
Discount codes can be entered in the Promo Code field in your Shopping Bag, and they must be applied before the order is submitted. When placing your order, enter the code and click “APPLY” – you will see the discount apply and the total change before you enter your payment information.
Please note, discount codes cannot be combined with other offers and exclude products from our Too Much of a Good Thing section, collaboration pieces, new arrivals, H&B Fine, and gift sets.
We are only able to apply one discount code per order.
We are happy to honour price adjustments within 7 days of the original purchase date. Adjustments will be issued to the original form of payment. To receive a price adjustment for items purchased on hillbergandberk.com, please contact Client Care (email@example.com).