We make every effort to dispatch your jewellery purchases as quickly as possible and thank you in advance for your patience. All online orders are processed Monday - Friday.
Orders placed after 12pm will be received into our warehouse the following business day.
We do our very best to process all orders within 1-3 business days, however during busy periods, this may take up to 3-5 business days.
We hope you’re happy with your purchase from Trollbeads, but we understand that sometimes in life things just don’t work out!
When that happens, please see our Returns policy below or go to returns.trollbeads.ca and follow the prompts.
As we use third-party courier service such as FedEx, Purolator and DHL, unfortunately we can’t deliver at specific times. But don't worry - we'll make sure your order is on its way as soon as possible!
You can also track your order anytime by going to tracking.trollbeads.ca and simply put in your order number and follow the prompts.
Once your order has been processed, it will be dispatched within 1-3 business days. During busy sale periods, please allow up to 3-5 business days.
Due to the increased order volume during the pandemic, our third-party estimates standard delivery times as follows, but during peak seasons (November & December), it may vary:
- 3-5 business days to Québec & Ontario
– 5-7 business days to Western Canada
– 4-6 business days to the Maritimes
Please note: we do not guarantee any delivery times, the above guide is an estimate only, but remember you can track your order by visiting your tracking number link in your shipping confirmation email.
There is no charge for standard shipping on any orders over CAD $150
Standard shipping for orders under CAD $150 is CAD $10.00 // Express shipping for any order value is CAD $21.90.
If you aren't home when your Trollbeads order arrives, don't worry!
The delivery company will try to re-deliver and reschedule a second delivery using the contact details provided.
You can always track your parcel by going to tracking.trollbeads.ca and putting in your order number
Returns Policy & FAQ
Change of mind
– You may exchange anything within 14 days of purchase, provided all returned goods are unused, in their original packaging and have original tags
– Sorry, but for hygiene reasons, we cannot exchange or refund earrings
– A refund or exchange will be provided for an item proven to be damaged or faulty
– Faulty items may be refunded or exchanged within a reasonable timeframe. This timeframe may vary depending on the product purchased
If you ever need to arrange a return then please simply contact us at email@example.com with your order number and details about the item you would like to return and we'll be happy to assist.
If you ever need to arrange a return simply contact us at firstname.lastname@example.org with your order number and details about the item you would like to return.
The time it takes to receive your refund will depend on how you sent your item back to us. Returns sent via standard post can take 2-7 working days; express post can take 1-2 days.
Once your returned items are received, your request will be processed and refunded within 7-10 working days.
Refunds are processed using the original payment method, and can take up to 7-10 working days to process.
Keep an eye out for email notifications - we'll keep you updated along the way!
Refunds for online orders only cover the amount paid for the purchased item/s. Unfortunately shipping fees are excluded unless otherwise stated.
Yes - feel free to exchange your item within 14 days, along with proof of purchase.
Simply go to our returns page and follow the prompts to arrange for your exchange.
If you are entitled to a refund but would prefer to exchange or receive a gift card of equivalent value, Trollbeads is happy to do this for you - just let us know!
The easiest way is to go to our returns portal and follow the prompts.
Unfortunately, Trollbeads gift vouchers cannot be returned, refunded or redeemed for cash.
Items being returned with a gift voucher can be exchanged within 14 days of purchase.Just go to our returns portal and follow the prompts.
Please contact us and we will arrange a return. We will investigate the issue and a member from our friendly Customer Service team will be in touch.
If you wish to track your returned item, we recommend purchasing parcel tracking. Returned items remain your responsibility until they are receipted by us.
Please allow 1-2 weeks for us to receive your returned items and process your refund. Once processed, refunds can take 3-5 working days to reach your account, depending on your bank.
Simply visit your tracking number link in your shipping confirmation email you are sent when your item ships.
Please place your orders directly online.
For the quickest processing and shipping, we encourage you to place your order online. If you require assistance, our customer service team is happy to help you with any issues or questions. Please contact our customer service team at email@example.com .
Once your order has been placed you will receive an order confirmation email. Unfortunately, we are unable to change items or add/remove items to any orders once they have been submitted. If you need additional items please place another online order, or contact our customer service team and they will be happy to assist you.
Warranty & Promise
We produce only top-quality jewellery and we know you'll love them for a long time. That's why all items purchased through our site are covered by a 2-year limited product warranty.
If you have any questions please get in touch and we will be happy to help.