FAQs

We accept the following payment types: Visa, Mastercard, Amex, and Sezzle. 

We are only able to process one payment method per online order, with the exception of a Hillberg & Berk gift card.

You can conveniently shop online and pick-up your purchase at one of our retail locations (pending inventory availability). You can do so by placing a regular online order and selecting 'pick up' instead of 'ship' as the shipping method at checkout. You will be prompted to select the retail location most convenient for you. If your desired location is not showing as available, it is likely that your selected inventory is not available at that location. 

If your order is not claimed within 72 hours from your "ready for pick up" notification, one of our team members will reach out to you via phone or email to confirm your estimated arrival for pick up. If we cannot reach you within 7 days, the item(s) will be restocked and your order will be refunded. You will receive an order cancellation notice at this time.  

Can I request a gift receipt with my online order?
All orders placed online will arrive with 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. 

Our packaging is easily identifiable  

To comply with shipping and handling regulations, we have to include our sender identity on the shipping label. We recommend having the package delivered to a family member, friend or even workplace to ensure your giftee does not see the package. If this is not an available option for you, we recommend keeping an eye on the tracking information in order to intercept the package after delivery. 

You will receive emails post-purchase 

When you provide your email address at checkout or place an order online you will receive a few follow-up emails related to your transaction. This does not mean you are subscribed to receive any type of marketing emails, these are only emails related to your purchase. 

1. Order/Purchase Confirmation 
2. Shipping notification (if order placed online) 
3. Invitation to review product(s) purchased 

For security purposes and as a result of these messages, orders should always be placed under the name of the purchaser. 

For warranty claims— the giftee is able to provide the gift receipt, or purchaser's name for proof of purchase, and if they are a member of our BerkPerks loyalty program. Please reach out to our Client Care team at inquire@hillbergandberk.com or visit us in-store.

If we have not started processing your order yet, our Client Care team is able to make changes including– changing a shipping address, correcting a piece in your order if you've accidentally picked the wrong colour, etc. 

Email us at inquire@hillbergandberk.com

Yes! We’re using alternate carriers to make sure your packages reach you as quickly as possible. We still offer free shipping on orders over $85.

Unfortunately, no. Our alternate carriers cannot deliver to PO Boxes.  If you typically use a PO Box, please provide a physical street address at checkout to avoid delays. 

If you have already placed an order that includes a PO Box address, our team will contact you to request a physical address before your order ships. This may delay your shipment slightly, so please double-check your shipping details at checkout. 

We’re doing everything possible to minimize delays. Delivery times may vary slightly depending on your location and the carrier, but most orders should still arrive within our usual timeframes. Once your order is packed and ready to ship, you will receive an email with your tracking details which should include an estimated delivery date on the carrier’s tracking page.

We do our best to get your sparkle to you quickly! All orders are processed and shipped within three (3) business days unless otherwise noted. Shipping timeline estimates do not include processing time. 

Once your order has a shipping label, you’ll receive an email with tracking information so you can follow your sparkle every step of the way. 

Canada 
Free shipping on orders $85 or more within Canada. Arrives in approximately 2–9 business days (excluding weekends and holidays). 

If you’d like your order sooner, all available options to your shipping address will be displayed at checkout. 

United States 
Free shipping on orders $85 or more. FedEx International Economy – Arrives in approximately 6 business days (excluding weekends and holidays). 

International 
FedEx International Economy – Shipping timelines vary based on your location. 

All returns and exchanges must be in their original condition to be eligible for a refund, exchange, or store credit under our return policy.

All eligible purchases can be returned/exchanged both in-store and online.  

• Full Refund: Eligible items can be returned for a full refund within 7 days of purchase (for online purchases, this date will be your delivery date). 
• Store Credit: Receive store credit for returns made within 14 days. 
• Exchanges: Exchanges for eligible items can be made within 45 days of purchase, whether bought in-store or online. 
• Gifts: Products received as gifts can be returned for store credit with a valid gift receipt (proof of purchase) up to 45 days after the purchase date.

Purchases that do not qualify for a return:  

• Too Much of a Good Thing and Outlet purchases
• Custom and tailored pieces
• Pieces received as a donation, or prize from a third-party event or company
• Purchases made from partner retailers are subject to the specific store's return policy

International Returns 

For clients outside Canada, return shipping costs are the client's responsibility. For more details or assistance, please reach out to our friendly Client Care team. 

If you would like to initiate a mail-in return– just contact our Client Care Team by emailing inquire@hillbergandberk.com, and we'll be happy to assist you from a distance.

Please note that Interac purchases made in store cannot be returned for a full refund online, but they are eligible for store credit. If a full refund is preferred, the product will need to be returned at a retail location. Let us know if you'd like help processing this!

Orders shipped outside of Canada may be subject to import taxes, customs, duties and fees levied by the destination country. Import duties, taxes, and brokerage fees are not included in the product price or shipping and handling cost and may be collected by the individual destination country. Hillberg & Berk has no control over these fees and charges.

Orders shipping to the United States: Shipments will incur customs duties and taxes, which will be assessed and collected at the time of delivery.

International orders (outside of Canada and the U.S.): Import duties, taxes, and brokerage fees vary by country. These fees may be assessed at the time of delivery.

Please contact your local customs office for more information about your country's specific customs policies.

At Hillberg & Berk, our designs are crafted with care and purpose, made to be worn, loved, and lived in. To help you keep your jewellery shining, we recommend using our essential care tools and following our care guide for the best tips to preserve the beauty and longevity of your pieces. 

Each piece begins with our promise to create jewellery that is as versatile as it is vibrant, grounded in an unwavering commitment to quality. Designs undergo countless iterations and samples to ensure every clasp, curve, and feature is just right. Each piece then endures rigorous testing, from drop trials to daily wear assessments, to guarantee it meets our standards. 

If your piece of jewellery has a manufacturing defect and is within 2 years of the original purchase date, we may be able to repair it at no cost to you, or replace it with a comparable piece.

Our Warranty, Your Peace of Mind 

We stand behind our quality with a 2-year warranty on all Hillberg & Berk pieces. Our warranty covers manufacturing defects—but doesn’t cover: 

• Lost items 
• Tarnish or faded vermeil
• Wear and tear 
• Damage caused by an accident, impact, improper care or storage 
• Modifications by third parties 

What’s a manufacturing defect? 

We back our products up because we’re confident in them. When our team is continuously innovating, sometimes unexpected issues occur, like a production flaw or defective material. Wear and tear are not considered manufacturing defects.

What is Tarnishing? 

Tarnishing is a natural process that occurs when sterling silver reacts with oxygen, humidity, or even your skin’s natural PH.

Tarnish can often be removed with cleaning, but vermeil pieces will experience natural wear over time. Vermeil fading or wearing away isn’t covered under warranty unless a manufacturing defect is identified. 

Not sure if it’s tarnish, a manufacturing defect, or something else? Don’t worry—you can reach out to our team, and we’ll be here to help! 

How to Initiate a Warranty Request 

Need help with your jewellery? We’ve got you! Simply visit any Hillberg & Berk retail location or email our client care team at inquire@hillbergandberk.com. Whether in-store or online, we’re here to make the process smooth and easy. Here’s what you’ll need: 

• Proof of purchase (like your receipt, order number, or purchaser’s info) 
• The piece of jewellery

If you’re emailing us, include a photo of the item and your proof of purchase.

If your warranty claim involves one of our limited-edition designs, and we no longer have it in stock, we’ll help you find something just as special or offer store credit so you can discover something new.

If your piece is damaged or past our 2-year warranty, we may be able to repair it for a fee. For more information, contact our client care team by emailing inquire@hillbergandberk.com or visit us in-store! 

Please note that due to the nature of their design, Sparkle Ball™ earrings cannot be repaired. For past styles or limited edition items, repair options will depend on the availability of design materials.

BerkPerks is Hillberg and Berk's loyalty program! Sign up, learn about all of the perks, and read BerkPerks FAQs here:  BerkPerks Loyalty Program – Hillberg & Berk

Only one reward code may be redeemed per order. 

If you have multiple codes to use, we suggest placing multiple orders!

You'll earn points every time you shop—it's that simple!

Want to earn some extra points? Find out how here: BerkPerks Loyalty Program – Hillberg & Berk

Our demi-fine and fine jewellery is made with materials like .925 Sterling Silver, 14k Gold Vermeil, 14k Rose Gold Vermeil, and 14k and 10k Gold. 

For more information about our materials, how to take care of your Hillberg & Berk pieces, our quality and sustainability commitments, and more: Materials & Care | Hillberg & Berk

Keep your jewelry sparkling and beautiful with these simple care tips:

• Polish Regularly: Use an untreated or dry polishing cloth to clean or buff your jewelry.
• Store Smartly: Avoid damp or hot conditions by keeping your jewelry away from bathrooms, heating vents, and window sills to minimize tarnishing.
• Protect From Chemicals: Keep your jewelry away from soaps, perfumes, lotions, cosmetics, and hair products to maintain its quality and finish.

Can’t get your jewelry as shiny as you’d like? Visit one of our retail locations for a complimentary cleaning!

Recommended Care Products by Material 

Sterling Silver: Silver Jewelry Care Kit or Silver Anti-Tarnish Polishing Cloth.

• Use the kit for deep cleaning and the cloth for everyday anti-tarnish maintenance.

14k Gold/Rose Gold Vermeil, Natural Gemstones & 14k/10k Solid Gold: All-Purpose Jewelry Care Kit.

• Gently clean to protect the vermeil; avoid abrasive or harsh cleaners.
• Regularly clean to maintain shine; store properly to avoid scratches.

Sparkle (crystals in a clay base): Buffing Cloth

• Avoid cleaning sprays, water, or solutions to preserve the clay base and crystals.

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 jewelry trays, hanging storage solutions, or keeping your pieces in humid environments.

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.

Sign-up for our email newsletter to receive 15% off your first purchase. Unsubscribe anytime. You'll also be first to know about new product releases, special events, and promotions!

• Your unique welcome code will be emailed to you after completing sign-up, and can be redeemed online or in-store.
• One per client.
• Only first time email subscribers are eligible to receive the code. 

Promotion Period: 

• Your unique code is valid to be redeemed online or in-store 14 days from receiving. 

Offer Excludes:

• Offer not valid on previous purchases, payments, or purchases made at any other location offering Hillberg & Berk products. Offer not eligible outside of the “Promotion Period.”
• The welcome code cannot be combined with other offers and is not eligible for use on gift cards, collaboration pieces, accessories, or items from Too Much of a Good Thing.
• The welcome code cannot be combined with BerkPerks rewards.

Additional Details:

No substitutions or rain checks. Purchases made before or after the “Promotion Period” are not eligible for promotion. Items are not reserved until payment is complete.

Discount codes can be entered in the "Discount" field at checkout, 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, gift cards, and accessories.  

We are only able to apply one discount code per order. If you have multiple codes, we suggest placing multiple orders! 

We are happy to honour price adjustments within 7 days of the original purchase date, with adjustments issued to the original form of payment. For items purchased on hillbergandberk.com or in-store, you can either visit us in-store or contact our Client Care Team to request a price adjustment.

Please note: if your original purchase was made in-store with Interac, the adjustment will need to be processed in-store.