Get in Touch with Our Studio
Whether you have a question about our seasonal collections, need assistance with an existing order, or wish to discuss a custom heirloom, we are here to help. Our studio operates by appointment only to ensure every piece receives the attention it deserves.
Studio Address
.
150 Elgin Street, Suite 820
Ottawa,
Ontario K2P 1L4, Canada
Business Hours
Monday – Friday: 9:00 AM – 5:00 PM EST
Online Inquiry
Our online support team responds during business hours to product, custom design, delivery, and care questions.
Available through our inquiry formsGeneral Inquiry
Please fill out the form below for general questions, collaboration requests, or order support.
Specific Product Inquiry
Interested in a particular piece from our collection? Fill out these details and we will confirm availability and customization options.
Your Custom Design Journey
Send Your Idea
Share your vision, inspiration images, and preferred materials through our custom form.
Initial Response
Our lead designer reviews your request and responds within 2 business days to discuss feasibility.
Detail Discussion
We finalize materials, specific pearl selections, and provide a detailed CAD quote.
Approve Concept
Once the design is approved and a deposit is placed, handcrafting begins in our studio.
Final Delivery
Your heirloom piece is carefully packaged and shipped with tracking across Canada.
Shipping & Delivery
Handcrafted with Care
Most signature pieces are ready to ship within 3–5 business days. Custom orders and bridal sets typically require 2–4 weeks for production. You will receive a notification as soon as your order leaves our studio.
Reliable Canadian Carriers
We ship across all provinces and territories using Canada Post and select courier partners. All orders include a tracking number and insurance for your peace of mind. Standard shipping typically takes 3–7 business days depending on your location.
Protected & Gift-Ready
Every PearlwinterStudio piece arrives in a protective, reusable storage box designed to prevent scratching and moisture damage. Our shipping boxes are discreetly labelled to ensure the security of your high-value items.
Serving All of Canada
We proudly ship to remote communities in the North and rural areas. Please note that transit times may be longer for the Territories and rural Newfoundland. Shipping rates are calculated at checkout based on your specific postal code.
Frequently Asked Questions
How long does it take to receive a response to my inquiry?
We strive to respond to all general inquiries and product questions within 24 to 48 business hours. Custom design requests may take slightly longer as they require review by our lead designer.
Can I visit the studio to see pieces in person?
Our studio is a working artisan space and is open by appointment only. This allows us to give you undivided attention during custom consultations or bridal fittings. Please contact us to book a time.
Do you offer repairs for PearlwinterStudio jewellery?
Yes, we stand by our craftsmanship. We offer complimentary repairs for any manufacturing issues within the first year. For accidental damage or older pieces, we provide repair services for a nominal fee based on materials required.
What is your return policy for custom orders?
Due to their personalized nature, custom design pieces and engraved items are final sale. However, we work closely with you during the approval process to ensure you are completely satisfied before production begins.
How can I track my shipment across Canada?
Once your order is dispatched, you will receive an automated email containing your Canada Post or courier tracking number. You can monitor the progress directly on the carrier's website.
Studio Communication Policy
At PearlwinterStudio, we prioritize thoughtful, honest communication. While we are a small team, we value every message and strive to provide personalized assistance for every client.
Urgent Requests
For urgent matters regarding an order already in transit, please include "URGENT" and your Order Number in the subject line for priority handling.
Consultations
For detailed custom discussions or bridal party coordination, we highly recommend booking a 30-minute virtual or in-studio consultation.
Ready to begin your journey with us?
