Customer Service

ORDERS
Once received, your order will be filled as quickly as possible. Please allow 1-2 weeks for delivery of most goods within North America, and 2-4 weeks for overseas orders. We will notify you as soon as possible of any delays.

All Hailey Jane pieces are hand-made to order.  This means that each piece is unique and made especially for you!  If you require your order in a rush, please contact us to inquire about rush shipping to avoid any fluff. We will do our best to meet your deadline and to respond to you right away.

CUSTOM ORDERS
We will accommodate custom changes to our designs whenever possible. Please contact us before placing your order to inquire if we are able to accommodate your request.  Additional charges may apply and all sales involving custom work are final.

It is highly recommended that clients seeking custom work take time to review our what is custom page and process as well as our curated FAQs. Private design consults can take place in our Ottawa studio, or virtually to accommodate your needs and location.  Hailey will work with you personally to ensure the process is enjoyable and the end result a piece you're excited about!  Custom design is one of our favourite offerings - it lights us up!  We can't wait to hear from you.

PACKAGING
Your jewelry will be packaged in a hand wrapped custom pouch using recycled, organic materials with dried flowers. Perfect for gift giving, we promise it will be sentimental and chic. 


PAYMENTS
We accept all major credit cards (Visa, MasterCard, American Express), and you can choose to run your transaction through our secure Shopify platform.  You will receive a confirmation of your order via email with the total dollar amount (including any applicable taxes and shipping & handling).

All prices are listed and charged in Canadian dollars. If applicable, the exact exchange rate you will pay is determined by the bank that has issued your credit card.  In general, it will match very closely with the going exchange rate. Xe.com features a quick, easy, & free foreign exchange rate calculation using up-to-the-minute exchange rates.
DISCOUNTED ITEMS
Please note that all sales are final on discounted items.

TAXES
Canadian customers will pay HST according to their provincial rate. American and international customers are responsible for all taxes and import duties levied by their respective countries.