Frequently Asked Questions
Orders & Shipping
What are your shipping times?
We offer two fulfillment options depending on product availability:
In Stock Items
Ready-to-ship pieces are processed within 1-3 business days after your order is placed.
Made to Order
Certain pieces are crafted specifically for you and are typically prepared within 3-10 business days before shipment.
Estimated delivery is usually 8-18 business days after the order is placed, depending on product availability, destination, and carrier service. Tracking information will be provided once your order has been shipped.
Do you ship internationally?
Yes, we ship worldwide. Shipping availability and delivery times may vary by destination.
How can I track my order?
Once your order has been shipped, you will receive a tracking number via email.
Returns & Exchanges
What is your return policy?
We accept returns and exchanges within 30 days of delivery for eligible items. All items must be returned in their original condition, unworn, and with all original packaging, tags, certificates, and accessories included.
Can I try on earrings?
Yes, earrings may be tried on for fit and appearance. However, they must remain unworn and in original condition. For hygiene reasons, we do not accept returns on earrings that have been worn.
Which items are not eligible for return?
The following items are not eligible for return or exchange:
• Items that have been worn or show signs of use
• Items missing original packaging, certificates, tags, or accessories
• Custom, engraved, personalized, specially modified, or bespoke pieces
• Final sale or limited edition items
Standard HERIMYST designs, including made-to-order standard pieces, may be returned or exchanged within 30 days of delivery if they meet our eligibility requirements. Custom, engraved, personalized, specially modified, or bespoke pieces are final sale unless they arrive with a manufacturing defect or quality issue.
How do I request a return or exchange?
Please contact our customer support team with your order number, reason for return, and photos of the item if applicable. Once approved, we will provide return instructions.
How long does it take to process a return?
Returned items will be inspected within 3-5 business days after receipt. Approved refunds will be issued to the original payment method within 3-7 business days, depending on your payment provider.
Who covers the return shipping cost?
If the return is due to a manufacturing defect or quality issue, return shipping will be covered by us. For all other returns or exchanges, shipping costs are the responsibility of the customer.
Warranty & Care
Do you offer a warranty?
Yes, we offer a Lifetime Warranty covering manufacturing defects under normal use. Each piece is crafted with care and designed for long-term wear.
What does the warranty cover?
Our warranty includes issues related to craftsmanship, such as setting integrity, structural defects, and construction quality.
Do you offer cleaning services?
Yes, we offer complimentary cleaning services at our offline store.
Products
What is a lab-grown diamond?
Lab-grown diamonds are real diamonds created in a controlled environment using advanced technology. They share the same physical, chemical, and optical properties as natural diamonds, and appear visually indistinguishable to the naked eye when comparing diamonds of the same specifications.
Are your diamonds certified?
Diamonds of 1 carat and above come with an international certification, such as IGI. For diamonds below 1 carat, certification depends on the specific product. If an IGI certificate is included, it will be clearly stated in the product details.
What is the quality of your diamonds?
Our diamonds typically range from D-G color and VS clarity, ensuring exceptional brilliance and quality. Specific details for each piece can be found on the product page.
Are your diamonds conflict-free?
Yes, all of our diamonds are ethically sourced and conflict-free.
What materials are used in your jewelry?
HERIMYST fine jewelry is crafted with precious-metal bases such as solid 14K or 18K gold. Some designs may feature a specialized finish, such as black rhodium over 14K white gold, when clearly stated on the product page. We do not use undisclosed base-metal plating for our fine jewelry.
Will the gold fade or tarnish?
Solid gold does not fade or tarnish over time with proper care. Specialized surface finishes, such as black rhodium, may naturally change with long-term wear and can be refreshed through proper jewelry care or service.
