As helloberry grows, we’re learning more and more about our customers (like how fabulous they are :) but also some of the questions they have about our products and services. We’ve put together this FAQ to help our current and future customers get the answers they’re looking for as quick and easy as possible — sweet, right?
1. How long after my order will I have to wait for my bracelet?
Each helloberry bracelet is handmade by our team as orders come in. Depending on volume, we generally take about one week to fulfill your order. Once your order is made, checked for final quality and packaged, we personally drop off your order with Canada Post for delivery.
When volume is high, bracelets can take 8-10 days to be fulfilled. There will be a note on our shop during these times. If the product you purchased requires a colour choice or if any other clarifications are necessary, this can also cause order delay. We try to contact you as soon as we can if we need more information.
See Shipping section for estimated delivery times.
2. What are the bracelets made of?
We try to provide all necessary information in the description below each product. Products with a craft lace component means there is plastic in the product. Chains are made out of light weight base metal with either a plated or acrylic finish. Unless stated, our products are not guaranteed to be nickel free.
3. How do I tell you what colour I want (listings with colour choice available)
Please leave your colour choice(s) in the “Note to Seller” box when you’re ready to checkout.
1. My wrists are very small/a little bigger - what size should I get?
To help streamline your experience at helloberry, we used a few months of berry orders to find the best “default” size which turned out to be approximately 8” or 20cm. So far we’ve had great luck with this size as an average best fit.
Of course we know, a one size fits all bracelet doesn’t always work and we want your helloberry to fit you perfectly so you’ll wear it every day. This is why we allow for sizing requests which are left in the “Note to Seller” box when checking out.
To help with the size here are a few pictures.
BANGLES (Smoothies, Mini Smoothies, Stacks)
It’s important to remember with bangles that hand size is very important on getting a bracelet to slide on. Our bracelets do offer a little stretch and lots of wiggling which makes them more forgiving than a hard bangle. If you’re looking for a close fit to the wrist, then measure the tightest circumference your hand can squeeze down to.
LATTICE (open and close/clasp bracelets)
For our double wrap bracelet, we set the default for a 7” wrist. If you’re wrist is smaller or larger, please leave us the exact measurement of your wrist and our formula for best fit will take care of the rest.
Please note, sometimes special sizing requests can take us longer to fulfill than our default size. Also, we round to the nearest 1/2” and aim to get as close to your specifications as we possibly can.
1. I received an email that says my item has shipped, how long will delivery take?
We currently ship all packages with Canada Post. We ship standard mail and are given the following quotes that are estimates but not guarantees:
Ontario: 3-4 business days
Canada: 3-7 business days
US: 4-7 business days
International: 6-14 business days
Business days do not include the weekend or Canadian holidays and when your order is shipped on a Friday, it generally means your package is being processed on the Monday.
Because we cannot get guaranteed shipping dates, we do ask that you give up to 3 weeks from the date of your shipping email. We are currently looking for better options as to avoid delays.
We will help you investigate any delayed packages and resolve any issues on a case by case basis.
2. Is there a tracking number so I can track my order?
There are no tracking numbers at this time unless a special arrangement has been discussed with the customer which may include additional fees.
3. I need the order rushed for a birthday/a gift for a friend/I am moving, is this possible?
Depending on the volume of orders and location of delivery, we will have to assess any special rush orders on a case by case basis. Please acknowledge that these cannot be guaranteed.
4. I don’t understand your shipping rates - I thought it was $1.50 if I buy another item…
Our shipping rates include a flat fee for the first item (Canada: $3.00 CAD, Everywhere Else $6.00 CAD). If you order more than one item, each item costs an additional $1.50 on top of the flat fee. Our shipping rates cover postage, packaging and labor costs and we’re always trying to make them as low as we can for our customers.
// Custom Orders
1. Can you make this colour with this chain?
To help us better grasp and control our inventory of supplies, we are not currently taking custom order requests such as color, chain or anything that isn’t pictured on our site. We hope to have this option in the near future to accommodate special requests.
2. Can you make this in silver?
We are currently hoping to expand our product offerings to include silver options for our silver fans. If you’d like to be put on our silver waiting list, please send us a note to email@example.com and we’ll notify you when any of our product lines include silver options.
1. What are your hours of operation if I need to reach someone with a question?
We love hearing from you and we try to answer emails as quick as possible but sometimes this is not always possible. We ask that you give us 48 hours to respond to your question and to check this FAQ whenever possible. There is generally someone at helloberry happy to respond Monday - Friday 9:00 AM - 7:00 PM (Eastern time)
1. I have a boutique shop and I’d love to sell helloberry, can you give me wholesale details?
We’re hoping to be in selected shops this 2012 and are working with a few shops to start. If you’d like to sell helloberry in your shop, it is best to email us directly at firstname.lastname@example.org with a link to your shop’s website and details on your shop, location and demographic. We really appreciate your interest in our products and we’ll email you as soon as we can with more details about us!
// Discounts and Promotions
1. Will you be having any sales or special deals?
Our customers mean the world to us so we’re always trying to find ways to treat them with a special sweet deal or offer. The best way to find out about these will be via Facebook.com/helloberry, Twitter.com/helloberryinc or our blog. We’ll try to give 2-3 days advance notice. If you don’t see anything listed on our shop or social media channels, we likely don’t have a promotion scheduled.
1. I live in Toronto, can I buy direct from you or should I place my order online?
Although we are from Toronto (woo Toronto!) all orders must be placed online to keep our orders organized and avoid any mix-ups. We do not have our own storefront but we’re hoping to have something soon for our local customers so stay tuned.
2. Can I waive the shipping fees and pick up my order?
We love meeting our customers but due to time restraints, we can no longer accommodate pick up requests. If there are special circumstances, we will assess on a case-by-case basis.
Is there a burning question that we’ve missed? Please email us at email@example.com or send us a convo on etsy. We’ll try to keep our FAQ as updated as time goes on. Ps, we love you.