Customer Service

Frequently Asked Questions
Our office hours are Monday to Friday, this is when we process orders and emails. 

Your inquiries are of outmost importance to us and we always try to respond as quickly as possible within office hours.  Please understand that we are a small company with a very high volume of emails and orders to process on a daily basis.  Your satisfaction is our biggest concern.


WEB ORDERS | TURN AROUND TIME

We ship worldwide. Due to the handcrafted nature of our jewelry, please allow for up to three weeks- depending on the availability of materials and the volume of sales. Many of our designs require custom stone cutting and intricate work. Items that require customization (such as personal engraving) or during high volume seasons (such as Christmas) this wait may be extended. If you need an item for a specific date or event, send us an email and be sure to select the quickest shipping option.

Please know that our goal is to get your jewelry out as quickly as possible and we will do everything we can to do so.  

PRICING & PAYMENT

All KV Bijou orders will be processed in US Dollars (USD). The currency converter is a convenient tool for your reference only. Our shopping cart accepts payment from major credit cards. Payment is due at the time of order and orders will not be shipped without full payment.

MODIFYING AN ORDER

Once an order is placed and paid for, please be advised the only modifications available are: adding to your order or changing a size (such as ring size or chain length). This must be done in writing (to: info@kvbijou.com) within 24 hours of placing the order. Order cancellations, price adjustments, shipping refund requests are not available. 

TRACKING

For orders shipping via USPS and Canada Post (with tracking), tracking info is sent via email as soon as orders leave our studio. We always send an email notification when your order has been shipped. Our studio is located in BC, Canada and all orders ship from there. For more detailed info on shipping, please see here.

ORDER STATUS

To check the status of your order, please log into your account. If you didn't make an account and you haven't been emailed that your order has shipped, it's in cue and you will be notified as soon as it's in the post.

COLLABORATIONS

Want to work with us? We'd love to hear from you! Please contact us by filling out this form here.

STOCKISTS / WANT TO CARRY OUR LINE?

If you're a store who is interested in carrying the KV Bijou Collection in your boutique please have a peek at our stockist page and contact us.

BRIDAL JEWELRY

We have a passion for creating special pieces to make your big day even more memorable.  Check out our new bridal collection 'Desiree for KV Bijou' 

REPAIRS / RETURNS

Here at KV Bijou we stand behind our craftsmanship and take pride in our jewelry.  If any of your jewelry should require a repair, please contact us. For information on our store return policy, please visit our Shipping and Returns page.

YOUR ACCOUNT

Please keep your account information up-to-date to simplify your shopping experience.  Feel free to login at any time and view your previous orders or the status of your order.

JEWELRY CARE

As each piece of KV Bijou jewelry is hand-crafted with unique and delicate gemstones, the jewelry requires gentle handling and care.  Taking the time to properly care for your pieces will extend the life of your jewelry.

Do not expose your jewelry to chlorinated pools, seawater, hairspray, perfume or body lotions.  Always put your jewelry on last, to minimize contact with these chemicals.  Avoid unnecessary moisture, should your jewelry get wet, dry it off with a soft cloth.  

Sterling silver is a precious metal, and if left out exposed to the air and sunlight, it will require a polish to bring back it's original shine.  To keep from needing to polish your jewelry, wear it often!  Another way to keep your pieces sparkling is to wipe your jewelry down with a soft polish cloth after each wear.   Store it separately in a small ziplock bag(s) or in a jewelry box.

DONATIONS / CHARITIES

KV Bijou works closely with hand selected charities that are personally meaningful to the owner Kelsey. She believes very strongly in giving back and is very passionate about Canuck Place Children's Hospice. Please visit their website to find out how you can donate.