You can reach out to our support team, and we’ll do our best to help resolve any issues you’re experiencing.

Contact form: https://bisoulovely.com/pages/contact

Email: support@bisoulovely.com X: @Bisou_support

You can also check out our blog for some useful tips and information relevant to our store!

Please avoid sending multiple requests, as this may push your request down in the queue. We appreciate your understanding and cooperation in helping us assist you effectively.

Business hours: Mon-Fri 9am-5pm EDT

Our support team does its best to get back to your inquires but please allow 1-3 business days for a response. Some messages can get lost within peak seasons, please try contacting us again should this be the case.

Please avoid sending multiple requests, as this may push your request down in the queue. We appreciate your understanding and cooperation in helping us assist you effectively.

No, unless you have a coupon for free shipping, coupons or discount codes only apply to products in cart.

Bisou Points are part of our exclusive rewards program! You’ll earn 2 points for every $1 spent, just like before. The updated system also offers new ways to earn and redeem points, so you can make the most of your rewards.

You can check your balance, view redemption options, and learn more here

Pink Week is an exclusive event that we hold around the Holidays. We wanted to create a Black Friday/Cyber Monday event that was relevant to our store and brand, as well as for our customers to enjoy. During this week, we launch brand new highly anticipated collections as well as hold our biggest discounts of the year!

'Bee-zoo-love-lee'

BISOULOVELY is proud to be working with Sezzle to offer flexible payment options for our customers. For more information, click here.

Pre-orders (pre-order / preorder / preorders) are for items that are made to order! For larger and popular collections, it can be difficult to predict exactly how many items need to be produced, so we open pre-orders to help manage demand.

Because pre-orders are made to order, the processing time for production, packaging, and shipping is 6+ months unless otherwise specified.

If you need to make changes to your pre-order, please contact us as soon as possible. Once production begins and your order is finalized, you may no longer be able to add or remove items. We recommend reaching out within the first 3 weeks after placing your order.

Orders are typically processed within 1–2 business days. Delivery times vary by location, but most orders arrive within 3–7 business days. You’ll receive tracking details once your order ships.

No, unfortunately at this time we are not accepting requests to expedite orders for these made-to-order items.

Orders that include pre-order items will ship once the pre-order item is ready. Items in the same order will not ship separately.

If your payment was unsuccessful during checkout due to insufficient funds, technical issues or incorrect billing details the transaction will appear as pending on your bank account and should be resolved shortly. In the event that the amount is deducted from your account but you do not receive an order confirmation from us, please reach out to our team at support@bisoulovely.com.

If you notice duplicate charges for your order, it is due to a temporary authorization hold and the actual transaction. Sometimes, financial institutions may display both temporarily. However, the duplicate charge should automatically resolve, and the excess amount will be refunded to your account. If the issue persists or you have concerns, please contact our customer support team at support@bisoulovely.com.

Our goal at Bisoulovely is to process and ship orders quickly. If your order has not yet shipped you may request changes or cancel the order by contacting us. This cannot be guaranteed if we do not get to your inquiry right away so please contact us as soon as possible. Please visit our return/shipping policy for additional information if an incorrect order has shipped.

No, unless you have a coupon for free shipping, coupons only apply to products in cart.

Once your order is processed and fulfilled, you’ll receive an email confirmation with a tracking number and the courier handling your delivery. You can use this tracking number on the courier’s website to follow your package.

Once the package has shipped and been handed off to the carrier, we are not responsible for any loss, damage, theft, or delays of the package or its contents.
If you are shipping internationally, please check with the carrier regarding any duties or taxes that may be due for the package.
We recommend purchasing shipping protection for your order to help mediate these situations. If an issue occurs, please contact the carrier first, and then reach out to our customer support team at support@bisoulovely.com if further assistance is needed.
We will do our best to assist you, however, any form of compensation is not guaranteed.

Pre-orders are made-to-order items, so cancellations or changes must be requested within 3 weeks of placing your order.
Cancellation requests made after this timeframe may be denied.

Unfortunately, no. The notes section is for our fulfillment team’s internal use only. Please avoid leaving any delivery instructions or codes in this section.

If you encounter any issues with your order, please don't hesitate to contact us here. Please reach out to our customer support team within 14 days of delivery to report any issues. Unfortunately, we're unable to address concerns reported beyond this timeframe.

Our average processing time for orders is between 1-2 weeks, and shipping usually takes between 2 - 5 business days within Canada and the US*.

International shipping on average takes between 3 - 12 business days*, but this can also vary beyond that range depending on the country.

Please account for additional shipping time during holiday seasons.

*Please note the above timeframes are estimates and cannot be guaranteed.

We do not ship to Russia and North Korea due to local shipping restrictions.

We ship to Switzerland with some product restrictions. Stainless steel and brass pieces can be shipped, while 925 sterling silver and solid gold pieces are currently unavailable for shipping.

If a package is returned to sender due to an incorrect address, unclaimed delivery, missed delivery attempts, unpaid customs/import fees or any other RTS reason, the following applies:

For Canadian and US orders, returned packages will be sent back to our facility. In these cases, a reshipment fee will apply to send the order out again. Please note that original shipping fees are non-refundable.

For international orders, returned packages are not returned to our facility and are handled by the carrier. We are unable to reship international orders. Please note that shipping fees are non-refundable.

If this occurs, please contact us so we can review your order and assist you further where possible.

If you choose to ship your order to a locker, concierge, or third-party mail forwarding service, your package will be considered delivered once the tracking status shows “Delivered,” even if the package has not yet been opened.

For orders shipped to third-party forwarding services, the return or exchange window begins on the date the package is delivered to that third party, not when it is received by you.

We strongly recommend contacting the third party to inspect your package upon receipt to ensure there are no issues before your return or exchange window expires.

You may request to change a shipping address through our contact us page if your order has not shipped yet. These changes cannot be guaranteed, please contact us as soon as possible. Once your order has shipped it cannot be changed.

Returns can be made within 14 days of delivery. Please visit our Returns Policy page for more details.

Once your refund has been processed, you will receive a refund notification email. It will take 5-7 business days, depending on your financial institution, for the refund to show in your account.

Your Bisoulovely jewelry should be stored away from natural sunlight and heat, in a protective (lined) jewellery box or a tarnish-resistant pouch (not currently available in Bisoulovely stores). It can also be stored in a plastic zip lock bag made of Mylar or polyethylene. Never use polyvinyl plastic bags, such as bin liners as they contain sulphur compounds, which will make sterling silver tarnish faster. Do not store your jewelry in the bathroom due to the moist environment.

Please note that our Bisoulovely boxes are not made for long-term storage as they are not airtight.

You can check out our blog posts for more information on plated Jewelry as well as a guide to how to clean and take care of them!

Finding your ring size is simple! Visit our Ring Measurements page here for detailed instructions and a helpful chart. Follow the steps provided to measure your ring size accurately at home. If you encounter any difficulties or have further questions, please contact our customer support team at support@bisoulovely.com.

Synthetic stones are laboratory created stones. These stones are an ethical and sustainable alternative to natural earth mined stones.

We use synthetic stones like opal, cubic zirconia, and sapphires in many of our pieces. They are the same chemical composition to their natural counterparts.

Gift Card should be treated as cash. Bisoulovely is not responsible for lost, stolen or unauthorized use of Gift Cards.

You may purchase a Bisoulovely E-Gift Card online which will be emailed to you after purchase. If the E-gift card is not sent right away the E-Gift card will be sent to the recipient the next available business day.

Gift Cards are non-returnable once purchased.