FAQ

1. Where is Silver Birch Tours located?

Our headquarters are located at 1 Avenue Malherbe, 14150 Ouistreham, France. All our jewelry is managed and dispatched from this location to ensure quality control.

2. How can I contact customer support?

You can reach us via email at service@silverbirchtours.com or by phone at +33 2 49 01 02 64. Our support team is available Monday through Friday, from 9:00 AM to 5:00 PM (CET).

3. What is your typical response time?

We aim to respond to all customer inquiries within 24 hours during regular business days.

4. Which countries do you ship to?

Currently, we exclusively target and ship to France. This allows us to maintain the fastest transit times and dedicated service for our French customers.

5. What are your shipping times and costs?

Processing Time: 1–2 business days (Monday – Friday).
Transit Time: 3–5 business days (Monday – Friday).
Order Cut-Off: 2:00 PM (CET). Orders placed after this time will be processed the following business day.
Partners: We ship via FedEx, UPS, and USPS to ensure secure delivery of your jewelry.

6. How can I track my order?

Once your order has shipped, you will receive an email with a tracking number. You can use this number on our Track Order page or directly on the carrier's website.

7. What is your return policy?

We offer a 30-day return window from the date you receive your item. To be eligible for a return, the jewelry must be in its original condition and packaging.

8. How do I start a return?

Please contact us at service@silverbirchtours.com to initiate a return. Please note that customers are responsible for return shipping costs.

9. Is there a restocking fee?

No, we offer a free restocking fee for all eligible returns.

10. How long does a refund take?

Once we receive and inspect your returned item, we will process your refund within 5-7 business days. The credit will automatically be applied to your original method of payment.

11. Which payment methods do you accept?

We accept a wide range of secure payment options:

Credit/Debit Cards: Visa, Mastercard, American Express, Discover, Diners Club, Elo, JCB, and UnionPay.
Digital Wallets: Google Pay, Apple Pay, Shop Pay, and PayPal.

12. Is my payment information secure?

Yes. Our website uses SSL encryption to ensure that all your personal and payment information is kept 100% secure.