FREQUENTLY ASKED QUESTIONS


HEARTH'S CUSTOMER SERVICE VALUES

Hi there! I'm allison frey, the owner and designer for hearth.

 I’m here to build relationships and take care of you.

I provide a buying experience with the details and charm of yesteryear. Simply put, I care about you. I'm here to make your dreams come true. 

Hearth Jewelry is so well made and so full of sentiment, like a favorite novel, it will become a part of who you are. That’s real big for something so tiny.

Hearth Jewelry is a gift from a loved one (and we know that doesn’t exclude yourself!). It commemorates a special moment in your life. I'm so glad you’ve found the magic in a tiny treasure.  

I value hard work, high quality heirloom worthy craftsmanship, and a beauty that is uniquely you.Hearth Jewelry is a small company with a big heart.  

MADE TO ORDER & MADE IN AMERICA

How long does it take to make my jewelry?

Hearth Jewelry is made to order, which means it’s made just for you. 

Please allow 3-4 weeks for your jewelry to be made. 

During this time tiny gold granules are melted into a glowing molten lava, poured into a special mold, cut and filed, sawn and soldered, polished to a sparkle, and stones are set by master craftsmen. 

Where is Hearth Jewelry made?

Every one of Hearth’s unique designs is made by a guild of talented goldsmiths located in New York, unless otherwise noted.

Feel good about where your jewelry comes from.  Proudly proclaim, "Made in America." 


MAGICAL UNBOXING EXPERIENCE

How is my Hearth Jewelry packaged?

Every single Hearth piece comes packaged in it's own keepsake antique-inspired jewelry box. It’s a forever home made of satin, velvet, tiny brass closures, and delicately gold tooled leatherette. They’re the cutest things ever.

Layers of little boxes, wax seals, gilded ribbon, threadbare cloth, and golden crests create a titillating unboxing experience unlike any other. It’s a magical feeling. 

Anna K. said, "The packaging and little box that the ring came in filled us with rapturous delight. I saved every tiny trim bit and feather, so I can relive the unboxing experience and remember the happy sobbing when he first gave me the ring!" 

I’m ordering a gift.

I pride myself on Hearth's storybook packaging. Whether it’s a gift to yourself or a loved one, rest assured, it’s a gift-wrapped experience like none other.

During checkout, please let me know:

1) If the gift is going straight to your recipient or to yourself first, so I may determine whether to include a packing slip with order information and pricing or not.

2) If you would like a blank teeny tiny notecard included (seriously… it’s 1” x 1.5” !!)  Or specify up to 25 words if you prefer I handwrite a note for you.

INDESTRUCTIBLE, UNBRANDED & THEFT DETERRENT SHIPPING

You can JUMP on Hearth's indestructo unbranded shipping boxes.

Why would you want to? You wouldn’t! But you can. And I have. Just to prove it. Our shipping boxes are heavy duty and crushproof to 200 pounds.

To prevent theft during shipping, your shipping box is mailed unbranded. Just a plain shipping label on a cardboard box. No mention of the gold, diamonds, or fine jewelry waiting secretly inside. 

Say goodbye to scraggly and missing packages and hello to stress free shipping. 

FAST FREE INTERNATIONAL SHIPPING

What are your domestic shipping policies to the United States?

Once your jewelry is made especially for you, your jewelry is shipped to you for free using 1-3 day USPS Priority Mail, dependent upon your location from Hearth's studio in Clarence, NY. 

Upon shipment, you will receive a tracking code.

You can rest upon peace of mind that your package is safe until the moment it reaches your hands. USPS cannot leave your package on your doorstep for anyone to take because I personally ensure that a signature is required. If no one is available to sign, you can pick your box up at your local post office during specified hours. 

Do you ship internationally?

Yes! Once your jewelry is made especially for you, I ship your jewelry to you for free using 2-5 day shipping to more than 220 countries and territories, dependant upon your location from our studio in Clarence, NY. 

Help! I received a wrong or damaged item.

In the unlikely event that you have received a wrong or damaged item, please contact me within 24 hours. I will address this issue with the utmost of priority. 

50 DAY RETURNS & EXCHANGES

What is your return policy?

To me, customer service means your complete satisfaction. To facilitate this, Hearth offers a 50 day return and exchange policy - rare in the fine jewelry industry, even more so when made to order. But, you are a rare gem and I seek to offer you rare and meaningful business practices.

You have 50 days from the day you order to initiate an exchange, store credit, or refund. 

How do I make a return?

If you are not completely satisfied, please contact me so that I can make your dream jewelry a reality! I'm only a single phone call, e-mail, or owl post away.

If you wish to be refunded, you may request a return within 50 days of ordering your item. Please visit the return portal to initiate a free return label.

How do I make an exchange?

Change your mind? I totally get it! Fine jewelry is an investment you should feel 100% satisfied and lovestruck. You may request an exchange for another item or store credit within 50 days of ordering your item. Please visit the return portal to initiate a free return label.  Once I receive the item, you will either receive your store credit or your new piece of jewelry will be crafted in just 2-3 weeks.

Can I cancel my order?

If you have not yet received a tracking code for your jewelry shipment. It is possible to cancel your order. Please contact me with your request, order number, and reason for cancelling.

Can I return a custom or bespoke commission?

It is of the utmost importance that you are in love with your jewelry! Unfortunately, due to the one of a kind nature of commissioned pieces, I cannot issue a refund. However, if you are unhappy for any reason, please contact me, and we will work out a solution together.

HEARTH'S SIZING & REPAIR PARTNER

What if I need a sizing or repair?

Hearth has partnered with Quick Jewelry Repairs to provide all of your repair, polishing, and resizing needs. Quick Jewelry Repairs offers a mail in service.

I don’t know my or my beloved’s ring size.

If you live within the United States, I will mail you a ring gauge sizer free of charge. Please e-mail me at Allison@HearthJewelry.com. Please include your Name & Address with “Ring Sizer” as the title of the e-mail. 

Alternatively, you may purchase one from Amazon Prime here.

HELP! I RECEIVED A WRONG OR DAMAGED ITEM.

In the unlikely event that you have received a wrong or damaged item, please contact me within 24 hours. I will address this issue with the utmost of priority. 

HEARTH'S JEWELRY INSURANCE PARTNER

Do you offer insurance?

Hearth has partnered with Lavalier to provide all of your Jewelry Insurance needs. 


CARE & CLEANING

How do I clean my jewelry?

Hearth’s Stars & Magic Polishing Cloth is treated with tarnish-fighting and inhibiting ingredients that safely and effectively polish the surface of your gold and platinum jewelry. Click here to purchase one for only a penny plus shipping & handling. (United States only)

For a deep clean, I recommend Quick Jewelry Repair's 'Jewelry Spa Service.'

Best practices.

For best practice, do not wear your Hearth jewelry while showering or exercising.  

CUSTOMIZATION

I’m in love with this Hearth piece, but I’d like a different stone.

I love customizing Hearth designs to create your dream jewelry! Prices vary. Please contact me.

Can I use a stone I already have?

In some cases. If the stone is a different size or shape from the original design, a 10% custom fee may apply. Please contact me. 

Can you make me a completely custom piece?

At this time I am not accepting custom commissions. However, Hearth’s made to order designs may be altered to create your dream jewelry! 

I don’t see my size in your shop.

Please contact me to request a custom size. In most cases, this can be done easily with no added cost. 

HEARTH'S CUSTOMER SERVICE VALUES

Hi there! I'm allison frey, the owner and designer for hearth.

I’m here to build relationships and take care of you.

I provide a buying experience with the details and charm of yesteryear. Simply put, I care about you. I'm here to make your dreams come true. 

Hearth Jewelry is so well made and so full of sentiment, like a favorite novel, it will become a part of who you are. That’s real big for something so tiny. 

Hearth Jewelry is a gift from a loved one (and we know that doesn’t exclude yourself!). It commemorates a special moment in your life. I'm so glad you’ve found the magic in a tiny treasure. 

I value hard work, high quality heirloom worthy craftsmanship, and a beauty that is uniquely you.Hearth Jewelry is a small company with a big heart.  

MADE TO ORDER & MADE IN AMERICA

How long does it take to make my jewelry?

Hearth Jewelry is made to order, which means it’s made just for you. 

Please allow 2-3 weeks for your jewelry to be made. 

During this time tiny gold granules are melted into a glowing molten lava, poured into a special mold, cut and filed, sawn and soldered, polished to a sparkle, and stones are set by master craftsmen. 

Where is Hearth Jewelry made?

Every one of Hearth’s unique designs is made by a guild of talented goldsmiths located in New York, unless otherwise noted.

Feel good about where your jewelry comes from.  Proudly proclaim, "Made in America." 

MAGICAL UNBOXING EXPERIENCE

How is my Hearth Jewelry packaged?

Every single Hearth piece comes packaged in it's own keepsake antique-inspired jewelry box. It’s a forever home made of satin, velvet, tiny brass closures, and delicately gold tooled leatherette. They’re the cutest things ever.

Layers of little boxes, wax seals, gilded ribbon, threadbare cloth, and golden crests create a titillating unboxing experience unlike any other. It’s a magical feeling. 

Anna K. said, "The packaging and little box that the ring came in filled us with rapturous delight. I saved every tiny trim bit and feather, so I can relive the unboxing experience and remember the happy sobbing when he first gave me the ring!" 

I’m ordering a gift.

I pride myself on Hearth's storybook packaging. Whether it’s a gift to yourself or a loved one, rest assured, it’s a gift-wrapped experience like none other.

During checkout, please let me know:

1) If the gift is going straight to your recipient or to yourself first, so I may determine whether to include a packing slip with order information and pricing or not.

2) If you would like a blank teeny tiny notecard included (seriously… it’s 1” x 1.5” !!)  Or specify up to 25 words if you prefer I handwrite a note for you.

INDESTRUCTIBLE, UNBRANDED & THEFT DETERRENT SHIPPING

You can JUMP on Hearth's indestructo unbranded shipping boxes.

Why would you want to? You wouldn’t! But you can. And I have. Just to prove it. Our shipping boxes are heavy duty and crushproof to 200 pounds.

To prevent theft during shipping, your shipping box is mailed unbranded. Just a plain shipping label on a cardboard box. No mention of the gold, diamonds, or fine jewelry waiting secretly inside. 

Say goodbye to scraggly and missing packages and hello to stress free shipping. 

FAST FREE INTERNATIONAL SHIPPING

What are your domestic shipping policies to the United States?

Once your jewelry is made especially for you, your jewelry is shipped to you for free using 1-3 day USPS Priority Mail, dependent upon your location from Hearth's studio in Clarence, NY. 

Upon shipment, you will receive a tracking code.

You can rest upon peace of mind that your package is safe until the moment it reaches your hands. USPS cannot leave your package on your doorstep for anyone to take because I personally ensure that a signature is required. If no one is available to sign, you can pick your box up at your local post office during specified hours. 

Do you ship internationally?

Yes! Once your jewelry is made especially for you, I ship your jewelry to you for free using 2-5 day shipping to more than 220 countries and territories, dependant upon your location from our studio in Clarence, NY. 

Help! I received a wrong or damaged item.

In the unlikely event that you have received a wrong or damaged item, please contact me within 24 hours. I will address this issue with the utmost of priority. 

50 DAY RETURNS & EXCHANGES

What is your return policy?

To me, customer service means your complete satisfaction. To facilitate this, Hearth offers a 50 day return and exchange policy - rare in the fine jewelry industry, even more so when made to order. But, you are a rare gem and I seek to offer you rare and meaningful business practices.

You have 50 days from the day you order to initiate an exchange, store credit, or refund. 

How do I make a return?

If you are not completely satisfied, please contact me so that I can make your dream jewelry a reality! I'm only a single phone call, e-mail, or owl post away.

If you wish to be refunded, you may request a return within 50 days of ordering your item. Please visit the return portal to initiate a free return label.

How do I make an exchange?

Change your mind? I totally get it! Fine jewelry is an investment you should feel 100% satisfied and lovestruck. You may request an exchange for another item or store credit within 50 days of ordering your item. Please visit the return portal to initiate a free return label.  Once I receive the item, you will either receive your store credit or your new piece of jewelry will be crafted in just 2-3 weeks.

Can I cancel my order?

If you have not yet received a tracking code for your jewelry shipment. It is possible to cancel your order. Please contact me with your request, order number, and reason for cancelling.

Can I return a custom or bespoke commission?

It is of the utmost importance that you are in love with your jewelry!  Unfortunately, due to the one of a kind nature of commissioned pieces, I cannot issue a refund. However,  if you are unhappy for any reason, please contact me, and we will work out a solution together.

HEARTH'S SIZING & REPAIR PARTNER

What if I need a sizing or repair?

Hearth has partnered with Quick Jewelry Repairs to provide all of your repair, polishing, and resizing needs. Quick Jewelry Repairs offers a mail in service.

I don’t know my or my beloved’s ring size.

If you live within the United States, I will mail you a ring gauge sizer free of charge. Please e-mail me at Allison@HearthJewelry.com. Please include your Name & Address with “Ring Sizer” as the title of the e-mail. 

Alternatively, you may purchase one from Amazon Prime here.

HELP! I RECEIVED A WRONG OR DAMAGED ITEM.

In the unlikely event that you have received a wrong or damaged item, please contact me within 24 hours. I will address this issue with the utmost of priority. 

HEARTH'S JEWELRY INSURANCE PARTNER

Do you offer insurance?

Hearth has partnered with Lavalier to provide all of your Jewelry Insurance needs. 

CARE & CLEANING

How do I clean my jewelry?

Hearth’s Stars & Magic Polishing Cloth is treated with tarnish-fighting and inhibiting ingredients that safely and effectively polish the surface of your gold and platinum jewelry. Click here to purchase one for only a penny plus shipping & handling. (United States only) 

 For a deep clean, I recommend Quick Jewelry Repair's 'Jewelry Spa Service.'

Best practices.

For best practice, do not wear your Hearth jewelry while showering or exercising.  

CUSTOMIZATION

I’m in love with this Hearth piece, but I’d like a different stone.

I love customizing Hearth designs to create your dream jewelry! Prices vary. Please contact me.

Can I use a stone I already have?

In some cases. If the stone is a different size or shape from the original design, a 10% custom fee may apply. Please contact me. 

Can you make me a completely custom piece?

At this time I am not accepting custom commissions. However, Hearth’s made to order designs may be altered to create your dream jewelry! 

I don’t see my size in your shop.

Please contact me to request a custom size. In most cases, this can be done easily with no added cost.