Because each of our pieces are personalized, we cannot accept returns on our personalized pieces.

CANCELLING AN EXISTING ORDER

If you cancel an existing order that has already entered production, there will be a 50% restocking fee.  This helps to cover our cost in lost material and labor.  In rare occasions, canceling immediately after you purchase, we can pull the order before it enters production, in these cases, there will be no restocking fee.

RECEIVED INCORRECT OR DAMAGED GOODS

In a case in which your box has arrived and has extensive visible damage or is the wrong order, you are requested to contact us as soon as possible at info@heidijhale.com. Please include a photo of the defect or damaged product.

WHAT IF THE SIZE OF MY RING IS WRONG?

With the nature of our custom pieces, we urge you to try to determine correct ring size prior to purchasing. Even in the case of ordering as a gift. If you are unsure, we offer gift certificates or you can visit any local jeweler to help determine your ring size. If you do receive your rings and they are not the correct size we are happy to resize your rings for you for a small fee. Please email info@heidijhale.com and we will let you know the exact dollar amount prior to sending the piece back to us.

REPAIRS

If repair is needed, email info@heidijhale.com and we will address each repair individually. Please see our jewelry care page for proper upkeep and care for your pieces.

SENDING ITEMS BACK TO US

If repair or replacement is needed, email info@heidijhale.com and we will address each individually.  If you have been instructed to ship your item back to us, it must be sent with a tracking number and a printed copy of any email correspondence.  We are not responsible for  items lost in shipping to us that did not have tracking information.