FAQ

Production Time

Current Production time is 1 week for most items. If you need your item sooner, contact us to see if we can accommodate your request.

 

Hand Stamped Designs

Each letter and design is stamped individually by hand and then darkened. The letters will not always line up perfectly, and some may be stamped deeper than others. This is part of the charm of hand stamped lettering and should not be seen as a defect. We do our best to make things look as nice as possible, and will not mail out a piece of jewelry we wouldn’t wear ourselves.

Please do not request personalization with profanity, crude sayings, or sexual references. If there is a potential problem with your personalization, we will contact you before beginning work on your jewelry.

Unless otherwise specified in the listing, only one side of the jewelry can be stamped.  The stamping shows through slightly on the reverse side, so when both sides are stamped, it ends up looking lumpy. If you’d like to further personalize your necklace or bracelet, we recommend adding another pendant to the piece using our A La Carte section.

 

Gift wrapping and packaging

All of our orders are shipped in a blue gift box with a copy of your receipt in the package for your records.

If your order is a gift being sent directly to the recipient, we are happy to include a gift note with the order. Just leave a note in your order that it is a gift, and we’ll be happy to leave the receipt out of the package as well.

 

What does gold filled mean?

Gold filled is the industry term for 14 karat gold pressure bonded over a brass core. Karat gold covers the brass surface, making it tarnish-resistant. The value of gold-filled is greater than gold-plated because gold-filled has an actual layer of karat gold, not just a microscopic film. We use 14/20 gold-filled, so 1/20th (or 5%) of the total weight of the metal is 14-karat gold.

 

Tarnishing and Scratched Jewelry

Sterling silver, copper, and brass are all metals that will tarnish over time. To slow down this process, store your jewelry in an airtight plastic bag while not wearing it. Otherwise, cleaning it with a soft jewelry cloth can remove some of the oxidation that occurs. Otherwise, feel free to purchase a polish pad (listed in the A La Carte section) – these little beauties are wonderful at removing tarnish and keeping your jewelry bright as long as possible.

Our jewelry is not waterproof. Please remove it before swimming, showering, or sleeping. Exposure to soaps, perfumes, and chemicals (especially sulfur) will cause the lettering to fade and the metal to tarnish.

Sterling silver is also a soft metal, which means that it scratches fairly easily. Any jewelry sold here that has a crystal birthstone attached to the silver disc can cause scratches. This is perfectly normal and to be expected. You can also send your jewelry back to be re-polished and buffed again to remove as many scratches as possible. It is not always possible to remove all scratches, but we can remove some of them in the tumbling process. Contact us to discuss details.

 

My cuff doesn’t fit. What can I do?

Our cuff bracelets are 6″ long. They are slightly flexible even after shaping, so if your cuff doesn’t fit exactly when it arrives, it is easy to adjust. Just carefully open or close the bracelet slightly.

 

Payment

All amounts are in US dollars. We accept Visa, MasterCard, and Discover cards via our secure server. Due to the personalized nature of our jewelry, your credit card will be charged as soon as the order is placed.

We also accept money orders. Orders paid by money order will not be begun until it arrives in our studio. Please make money orders payable to Hope of My Heart Designs. Should you encounter problems while completing your order, please feel free to contact us.

 

Shipping Information

Packages are sent via USPS First Class Mail or USPS Priority Mail. You will be sent an email with the tracking number in it when your order ships.

Orders are shipped according to the USPS posted timelines, as stated on their website. Their delivery times are not guaranteed, and we can not control any possible delays in the mail. If you need a guaranteed delivery date for your order, please contact us before purchasing for other shipping options.

International orders are shipped via First Class mail, and can take up to 4-6 weeks to arrive.

International customers are responsible for any customs charges, import taxes, and/or fees. Orders marked refused due to taxes/fees can not be refunded. They can be reshipped to you for an additional fee once the package arrives back at our studio.

We cannot mark international packages as a “gift” to avoid customs fees. This is illegal and can result in fines and/or imprisonment.

Production occurs Monday – Friday outside of our busiest holiday seasons. Please be aware that there may be a delay in answering messages sent on Saturdays and Sundays as that time is reserved for family.

 

45 Day Warranty

All components of your jewelry are under warranty for 45 days from the date your order is shipped to you. Should the jump rings loosen or chains break from normal wear and tear during this time frame we will replace them for you free of charge.

After 45 days there will be a minimal fee to replace broken/loosened components. Pieces sent back for repair will be inspected, polished and all components checked and tightened before being returned. All parts of the jewelry from your order must be returned together for us to make the proper repairs.

Altering your jewelry (opening jump rings, adding additional stamping or engraving not done by Hope of My Heart) will void this warranty.

 

Return Policy

All sales on personalized items are final unless there is an error or the item is defective. If there is an error in spelling, font, etc, it will be fixed for you upon the return of the original item. If you simply do not like your choice of font or design or you changed your mind, your purchase cannot be refunded, and the piece is yours to keep. We cannot remake or partially refund without the original piece returned.

If there is a problem with your order, contact must be made within 24 hours of package receipt or delivery. Please be aware that we may ask for photos of the problem so that we can accurately determine how to handle the situation.

Please check your order for mistakes before submitting. We work directly from the invoice while making your order, so we may not notice if you told us something different in a message.

Chains cannot be exchanged for a different size after they have been shipped. These items cannot be resold after they are worn, so please be sure of your correct size before ordering.

Please note, these are hand stamped items, although we try to get everything perfect, these are stamped one letter at a time and items may not be perfectly straight or aligned. This adds to the charm of the hand crafted item, and is not to be seen as a defect.

We reserve the right to cancel orders with personalization containing profanity, crude sayings, or sexual references. If there is a potential problem with your personalization, we will contact you before beginning work on your jewelry.

We want you to be completely satisfied with your order, so please indicate any special requests at the time of your order.

Please do not return any product to us without prior authorization. To obtain authorization, please send an email first. All items must be returned in the original packaging in order to be eligible for a refund.

We are not responsible for damage or lost shipments sent to us. Please insure your package.

 

Custom Orders

Looking for something different than you see here? We’d love to make a custom design for you. If there’s a design that you like, but you’d like something changed about it, feel free to contact us. Just tell us what you’d like changed. We also don’t mind making entirely new designs. Just let us know what you have in mind.