Returns and Exchanges

Your happiness is guaranteed!

We offer a 30 day money-back guarantee on everything, even our personalized jewelry. It’s almost impossible to find a company that will take back items that have been personalized, so why do we do it?

  1. Because we work really hard to make something you love - it is important to each and every one of us here in the studio and we spend a lot of time on each order to make sure you will love it.
  2. We understand how hard it is to buy something online, especially when it is something that you give a lot of thought to and has special meaning. 99% of the folks that buy from us are thrilled with their jewelry and become loyal customers.
  3. We want to offer you the best service possible – really!

In the unlikely event you are not thrilled with your jewelry when it arrives, we will take care of you. We will try to find something else for you that you will love, or provide you with a return authorization number so you can return your item.

We’ll treat you the way we like to be treated, and hope that we can earn your business another time.

Returns & Exchanges

We accept returns & exchanges within 30 days of delivery. Item must be unworn and returned in original condition and packaging.

How long do I have to return/exchange my item?

  • You must initiate your return/exchange within 30 days of delivery
  • Item must be unworn & returned in original condition and packaging

How do I initiate a return/exchange?

Please contact us with the following information:

  • Your order number
  • The product you wish to return/exchange
  • The reason for the return/exchange
  • The best way to contact you in case we have questions

With this information, we can start processing your return/exchange and assign you an RMA number.

How long will it take to approve my return/exchange request?

  • Please allow 2 business days for us to approve your return request & contact you

How do I get the item back to Heart On Your Wrist? 

  • If you are returning/exchanging because of a mistake that we made on your order, we will provide you with a prepaid shipping label. Otherwise, you are responsible for the costs of returning the item to us.
  • If you are exchanging an item, you may need to include a check to cover any price difference and shipping for the new item (see below.)
  • Please follow the directions in the email you receive after return approval
    • Send to: Heart on Your Wrist, 108 Gilbert Ave, Menlo Park, CA 94025, Attn: Returns/Exchanges
    • Please include your RMA number
  • Please note that we must receive the item within 2 weeks of RMA approval 

How long will it take for you to review my returned item?

  • Please allow 2 business days from the time we receive your return to review the item and contact you.

Once the returned item has been reviewed, we will process your return or exchange as follows:

RETURNS

  • If you received free shipping on your order, shipping cost will be deducted from your return ($3 for first class, $8.95 for Priority and $19.95 for Express). If you received discounted shipping on your order, the shipping cost as shown above will be deducted from your return, less the actual amount you paid for shipping
  • If you return something that came with a promo item, the value of the gift will be deducted from your refund unless it is returned, too
  • We do not charge any restocking fees
  • Credit for any refund will be made to the original payment method used in the purchase 

EXCHANGES

  • If the item you will be receiving in the exchange is the same price as the item you sent back, please include a check for $3 to pay for shipping the new item back to you
  • If the item you will be receiving is lower in price than the item you sent back, we will simply deduct return shipping from the credit to be issued.
  • If the item you will be receiving is higher in price than the item you sent back, please include a check for the additional cost, plus $3 to pay for pay for shipping the new item back to you
  • We do not charge any restocking fees

How soon will you issue my refund after my return is accepted?

  • Please allow 3 business days for us to issue the refund.
  • Please note that after we issue the refund, there can be some processing time at the credit card company and at the card issuing bank before a refund is posted to your account.

Who can I contact for help?

We are here to help! You can reach us M-F, from 9-4 PM, Pacific:  

  • CustomerService@HeartOnYourWrist.com
  • www.HeartOnYourWrist.com/livechat
  • 650-924-2765

 

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