General information:
Trollbeads United States, Inc
Phone: 1 (855) 380-8764
Email: hello@trollbeads.ca
Purchases made on Trollbeads.ca
Shopping at Trollbeads.ca is not considered a legally binding agreement.
When shopping, you can edit your cart at any time by clicking on the shopping bag icon in the top right corner of the website. You can add a comment to your order in the cart. Then click 'Check out' and you will now have to fill in your information. Here you can also add a discount code if needed. Then go through the delivery and payment steps by selecting your preferred payment and delivery methods. Please review your order before confirming your purchase.
You will then receive an order confirmation by email, which is an electronic receipt of your purchase. You will also receive emails along the way with shipping and delivery updates.
We are happy to provide additional assistance to help you with issues placing your order or locating specific items, or any special requests. Please contact our customer service team via telephone during normal business hours for immediate assistance: Monday – Friday from 9 AM – 5 PM EST at phone 1 (855) 380-8764. You can also email your requests to hello@trollbeads.ca and we will do our best to respond within 1 business day.
Payment
Placing your order on this website is completely safe and secure. We offer secure payments processed through Adyen. We currently accept Visa, Mastercard and American Express, as well as Paypal. For your personal security, we do not store any customer credit card information and require the payment information to be entered each time you place an order on the site. Any refunds due to you will be credited back to the same method of payment used during purchase.
Shipping and delivery
Unfortunately, we do not ship to P.O. boxes, APO addresses or commercial addresses.
Orders are shipped from the Trollbeads U.S. Headquarters to the shipping address provided at the time of purchase. To ensure that you will continue to receive the same great customer service, we will be using FedEx for all our shipments as well as covering all duties from the USA to Canada.
When standard shipping is selected, orders will typically leave our facility within 2 - 4 business days (may be up to 5 business days during extremely busy holiday periods).
Estimated transit/delivery time within the continental US is 2 - 5 business days.
Outside the continental US, please allow 3 - 7 extra business days for shipping to US territories.
Your order will be carefully packed in protective materials, and you will receive a shipping notification via email when your package is on its way.
Read our full Shipping Policy here, including shipping costs and more information on Central and South American orders.
2 year warranty
Trollbeads United States, Inc. warrants to the original end-user that this Trollbeads product will be free from defects in material or workmanship. The term of this warranty is limited to twenty-four (24) months from the end-user’s date of purchase, whether or not actual use begins on that date.
Limitations and Exclusions:
Trollbeads United States, Inc. is a wholly owned subsidiary of Trollbeads A/S. The obligations of each under this warranty, and the sole remedy for any breach thereof, are limited to repair, at Trollbeads A/S manufacturing facility, of any parts or parts of its Trollbeads products which prove to be defective, or, in Trollbeads United States, Inc. sole discretion, replacement of such products. All returns of defective parts or products must include the product model number and serial number and must be made through an authorized Trollbeads retailer. Authorized returns must be shipped prepaid. Repaired or replacement parts will be shipped to the retailer by Trollbeads United States, Inc.
Returns
All purchases made on this website are eligible to be returned within 30 days of delivery from within Canada. Simply use the pre-paid label provided by our customer care team and return the items to us in new, unused condition. NOTE: should you choose to use the pre-paid return label that was included with your order, a $6.99 CAD handling fee will be deducted from your refund amount. You may use alternative shipping methods for your return at your own discretion. We recommend including insurance on all return packages that use alternate shipping methods, but it is not required. Trollbeads is not responsible for lost, stolen, or damaged merchandise sent using an alternate return shipping method.
If you purchased items from a different online store or from a store location, please return the items to the original purchase location. We are unable to accept returns of items not purchased on this website or returns that are sent from outside the country in which the product was ordered.
Jewelry purchased from the CA online store is accepted for exchange if returned in saleable condition within 30 days. Some exclusions may apply. Please contact our customer care team for instructions and assistance with ordering your new items.
Should you choose to use a different shipping method, please note that we are unable to reimburse shipping or insurance charges incurred. While not required, we recommend adding shipping insurance to ensure safe arrival.
We will refund the value of the returned item and taxes (less shipping fee if pre-paid label is used) that you were charged within 7 - 10 business days of your return reaching our NJ facility. Expedited shipping charges are non-refundable. In the event we made an error on your order, all charges are eligible for refund.
Read our full Refund Policy here, including more information on how to return your order.
Campaigns & offers
All offers are only valid while stocks last. Discount codes are only necessary if they are clearly displayed.
Only purchases within the promotion period qualify free gifts. Offers and free gifts cannot be added to orders placed outside the campaign period.
If items qualifying for the free gift are returned, the free gift must also be returned.
If the free gift is not returned, we reserve the right to withhold the refund until we receive the free gift back.
Please note that the discount does not appear in the basket for Outlet items and items from the Set in Stone campaign. This is due to technical limitations of the website, but you can trust that your discount will be deducted.
If you want to use our Unique bead offer (3 for 2), you must add all three unique beads in the shopping cart. One of the beads will automatically have the price deducted and be free of charge in the shopping cart.
If we run seasonal and shorter campaigns and offers, the goods in question (the free gift) must be added in the shopping cart. The provided discount code must then be entered to claim the product as a free gift or its reduced price.
Disclaimer
We strive to always have a well-updated website and ensure that all information regarding our products is correct. However, errors may occur and in certain cases prices may be incorrect. If we discover a price error on a product that you have purchased on our website, we will contact you as soon as possible. In these circumstances, however, we will inform you of the correct price and you can thereby decide whether you wish to buy the product at the correct price. If we are unable to contact you, we reserve the right not to approve the purchase. We reserve the right to change prices on the website with immediate effect. We reserve the right for price changes, proofreading errors and technical errors on our webshop and correct them as soon as possible.
Third party applications
While visiting our website, you will notice that we use third party websites such as Facebook, Twitter, Pinterest, YouTube and Instagram to provide information about Trollbeads. Although individuals may have challenges accessing these particular websites, Trollbeads does not control or remedy the manner in which content is produced.
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Size Guide
Are you unsure which size is the right one for you?
Find the sizeguide for the jewelry type you are interrested in.
The foxtail chain necklace in silver is available in 8 sizes and 4 in 14k gold. The chain itself is 2 cm shorter than the indicated size, as it needs a lock to close, which is about 2 cm long.
There are 4 sizes available. Wear the necklace double or in full length. Add pendants, wear it plain or combine with beads and spacers.
The Bangles are available in 5 sizes: XXS-L. The size you choose also depends on how tight you want it and how many beads, you want to add.
The foxtail chain bracelet is available in 11 sizes in silver and 7 in 14k gold. The chain itself is 2 cm shorter than the indicated size, as it needs a lock to close, which is about 2 cm long.
The double leather bracelet is available in 3 sizes. The bracelet is to be wrapped around the wrist twice. The chain itself is 2 cm shorter than the indicated size, as it needs a lock to close, which is about 2 cm long.
Our singel leather bracelet i one size, but it is posible to adjust the lenght to fit all.
You can choose between 10 different ring sizes from 49-60. This sizeguide is for the beautiful rings that are ready to be worn as is, without beads.
The changeable rings are available in 5-12 sizes. This ring type is first complet when you add a jewelry bead.
The Tiara is one size. You can adjust it a bit by hand. We recommend to leave a bit of room, so it is comfortable when adding beads and spacers.
The Hair band is one size. Use beads and spacers to create your dream hair jewelry, or keep it as is - classic and elegant.
The neck bangle is available in 2 sizes. Create an elegant look, and add your favorite beads and spacers.
The Leather Necklace is available in 3 sizes. Without the use of tools you can change the look, by adding beads, pendants and even changing the lock. The chain itself is 2 cm shorter than the indicated size, as it needs a lock to close, which is about 2 cm long.
