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Can merchandise be returned or exchanged?
Please NOTE: We are unable to accept any returns for Heart GemsTM purchases made at a retail store or on another website. If this is the case, please get in contact with the retailer and refer to their return policy for help with your inquiry. Additionally, all Heart GemsTM merchandise purchased online at www.myheartgems.com must be returned directly to Heart GemsTM and not to any retail stores.
Your Heart GemsTM order consists of handcrafted sterling silver pieces made with care and devotion. It is important to us that you are completely satisfied with your purchase. If for any reason you are not, we are happy to exchange your purchased items for others of equal value. This exchange must be made within 5 business days of receipt of the merchandise and all items must be returned in their original packaging with no damage. Shipping costs for the return and subsequent product mailing are the full responsibility of the customer.
NOTE: We do not accept exchanges or returns of sale or promotional/fund raising items.
If you would like to make an exchange, please call 404-272-3017 or email us at sales@myheartgems.com.
How should I ship my exchange?
For your protection, please send your return via an insured traceable carrier and in a well-padded box or envelope as Heart GemsTM can not responsible for returns that are lost or damaged during return shipping.
How are exchanges processed?
In order to provide the quickest service, we process exchanges in one transaction. Once the exchange has been approved, you will ship the items to our office. Upon receipt of those items, we will issue a credit memo to your account that will be applied to the new merchandise order. Any difference in price and additional shipping charges will be invoiced and charged to your account in a new transaction. The new items will be shipped once payment is received.
What if the merchandise ordered arrives damaged?
If merchandise arrives damaged due to shipping or a manufacturing defect, an exchange of equal product will be made within 15 days of receipt of goods. Please contact us with 15 days of the receipt of your damaged package so that we may issue a return approval and arrange shipment back of the product. Heart GemsTM will take care of all shipping charges related to the return.
Please e-mail:
At our discretion, we will repair or replace the damaged item free of charge.
Heart Gems Repair Policy
Due to the delicate hand-crafted nature of Heart GemsTM jewelry, some damage may occur during the life of the product. For damage caused by normal wear and tear and occurring after the 30-day warranty period, we are happy to repair damaged goods and/or packaging materials for a small fee based on materials, labor and shipping costs. We will make every effort to keep the cost as low as possible and will notify you of the fees in advance.
NOTE: Shipping costs will be incurred by the customer requesting the repair. If you have an item in need of repair, please email us at sales@myheartgems.com. Please send us a description of the piece (providing the article number from the website if available) and how it has been damaged.
Once we receive the damaged item, we will email a confirmation and inform you of any repair costs. Please allow us 2-4 weeks for repair processing. If there is a fee, then payment must be received prior to shipment of the item.
Caring for your Sterling Silver
Sterling silver will tarnish over time. This is a clear indication that your items are real sterling silver. To care for your new hand made Heart GemsTM, you can gently rub them with a polishing cloth. Retail or Wholesale account orders with a minimum of $250 on their first product order will receive a free polishing cloth*.
A tip for your Heart GemsTM pendants:
You may keep your Heart GemsTM Pendants in their plastic bags with the anti-tarnishing strip to keep the silver from tarnishing as an option.
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