General Inquiries

Find answers to frequently asked questions below.

The best way to contact H&B currently is through our email at inquire@hillbergandberk.com.  Our Client Care team will be happy to assist you or redirect your message!

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 inquire@hillbergandberk.com.

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. 

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.

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, 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 inquire@hillbergandberk.com.

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 cancellation 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 (inquire@hillbergandberk.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. Please contact our client care team (inquire@hillbergandberk.com) 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 (inquire@hillbergandberk.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. 

CANADA

Free Shipping: 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).

UNITED STATES

Free Shipping: 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).

INTERNATIONAL

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 inquire@hillbergandberk.com 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.

Promotions

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 (inquire@hillbergandberk.com).

1-Year Warranty

All of our pieces come with a 1-year warranty that protects against manufacturing defects.

You can visit any of our retail locations or reach out to our client care team to begin the warranty process. If you’re visiting a retail location, remember to bring your proof of purchase (ie. receipt) and the jewellery item. Please bring both earrings if you need an earring replacement.

If you’re reaching out to our client care team, you’ll be asked to provide a photo of the item and your proof of purchase. Our client care team can be reached through the Live Chat feature on our website, or by emailing inquire@hillbergandberk.com.

We stand behind the quality of our pieces and want your favourites to stand the test of time. If you require assistance beyond the 1-year timeframe, products can be repaired or replaced with like-quality materials for a nominal fee. You can inquire about product repairs at any of our retail locations, contact our client care team by emailing inquire@hillbergandberk.com.

Sparkle Balls™ are hand-set in clay and 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! 

Loss and natural wear and tear are not covered by H&B warranty. But if you lose one earring, reach out to us and we’ll be happy to assist you in finding a replacement!

Our client care team is always available from a distance. Reach out to us through the Live Chat feature on our website, or email inquire@hillbergandberk.com.

Water Friendly

We’ve been continually improving the water resistance of our designs so that you can wear and share your H&B with confidence. 

You asked; we listened! Innovating our Sparkle pieces to balance beauty, durability, versatility, and affordability has been an ongoing initiative. Some of our designs have always been water resistant, and we wanted to ensure all pieces carried this same promise. Please note that our pieces are not built for prolonged water submergence (ie. swimming), but will not be damaged by occasional exposure. 

Designs from January 2021 and beyond carry the water friendly guarantee. This guarantee is part of our standard warranty, and as such, cannot be retroactively applied.

No. To extend the life of your products, we recommend minimizing exposure to liquids including beauty products, oils, and lotions. Our Sparkle pieces are made with a clay base that is coated to resist damage from true water exposure. Liquids with chemicals and fragrances can penetrate this protective covering and cause damage to the clay. 

Yes! H&B warranty covers manufacturing defects related to the types of water exposure outlined above.

Please note, other liquids, such as cosmetic products, typically cause discolouration to Sparkle pieces. This discolouration is not covered by H&B warranty and will not result from acceptable levels of water-specific exposure.

925 Sterling Silver

Because you were made to shine. Our products are designed with sterling silver: a high quality metal, safe for sensitive skin. Other materials include 14k, gemstones, and crystals.

925 sterling silver is the primary metal used in our designs. It can often be identified with the .925 stamp, as found on the caps of Sparkle studs. 925 sterling silver means that the metal is 92.5% silver. The remaining composition includes other metals that add features such as durability and lustre.

Using 925 sterling silver as our base metal allows us to balance beauty, quality, and affordability in our designs.

925 sterling silver does not mean the metal is 100% hypoallergenic, but sterling silver is safe for most sensitivities. All of our earrings are also guaranteed to be nickel free, which is the most common irritant for sensitive ears.

Come see us in-store or online if you experience an unexpected reaction. We’ll be happy to find a solution that works for you!

Sometimes, skin PH reacts with a metal and results in mild, temporary skin discolouration. Skin PH is a measure of how acidic or alkaline your skin is.

Yes! Sterling silver is a soft metal. Bending is normal, not an indicator of poor quality, and can be corrected by gently bending the post back into place with your fingers. Our client ambassadors are happy to assist if you wish to bring earrings in-store for assessment.

Your H&B favourites should be stored in an airtight container or jewellery storage box for optimal care.

Exposure to air will cause metals, like sterling silver, to tarnish. For this reason, we do not recommend jewellery trays, hanging storage solutions, or keeping your pieces in humid environments. 

Tarnishing is a natural occurrence for sterling silver pieces, and can be cleaned. Jewellery cleaners and soft polishing cloths are recommended to keep your pieces looking shiny and new. 

To prevent tarnishing, follow our recommendations for care and storage by avoiding exposure to liquids and keeping your pieces in an airtight storage space.

Our gold and rose gold pieces also use a base of sterling silver—referred to as plated sterling silver. The 925 sterling silver base is covered by a layer of 14K gold or rose gold. The thickness of this layer is measured in microns, and our designs typically use 2-2.5 microns of 14K in these applications.

We use plating to provide different colour and style options while maintaining an affordable price point.