FAQ

Questions? Find your answer here.

I need to contact you, how do I do that?

If you need to get in touch with us, use the Contact Us page or email us at support@herojewel.co

If you have an issue with an order you’ve made, don’t forget to mention the order number in your message. This way we’ll be able to help you faster.

We respond to most emails within 48 hours.

How long does shipping take?

Once we receive your order, your necklace is crafted by our team and then shipped with USPS First Class Priority Mail.

Depending on where you’re ordering from, we craft and ship the necklaces from either New York or Los Angeles, whichever is closest. 

Most of our customers receive their orders within 2-3 weeks during the pandemic. 

Is the shipment tracked? When will I receive a tracking number?

Yes, all our shipments have a tracking number you can use to check where your package is. However, the USPS tracking number is sent to you once USPS picks up the package from our warehouse

Since we have to craft the necklace first, this usually happens around 7-10 days after you order.

My package seems to be stuck in shipping. What do I do?

If your package tracking shows a message like “Insufficient Address”, “Package Held At Post Office” or “Returning To Sender”, you should contact USPS immediately!

Usually, this is due to an incorrect address (for example, the wrong zip code) or missing details (like your apartment number) that cause USPS to be unable to find your place.

Contacting USPS can help you clear it up and avoid the package returning to the warehouse. 

If you can’t fix it with USPS, contact us and we’ll take care of it for you.

My necklace arrived damaged, what do I do?

Rest assured, we’re here to help and make sure you enjoy your necklace for years to come!

All you need to do is contact our customer service team. Make sure you include your order number, a picture of the damaged necklace, and a description of the damage. 

Our customer service reps will do the rest and get you a replacement.

I made a mistake in my order, how do I correct it?

If you made a mistake with the name, size, the color of your necklace, or your shipping address, make sure you contact us as soon as possible can!

All those details can be changed, but once our experts handcraft the necklace we can no longer amend the order details. Same with shipping: once USPS takes the package from our warehouse, we can’t change the address.

I want to cancel an order, how do I do that?

If you wish to cancel an order, contact us as soon as you possibly can! Since every necklace is handcrafted and customized, once our team has started crafting it we can no longer cancel the order.

How do I use the warranty on my necklace?

If your necklace is under warranty and you’re experiencing an issue with it, all you need to do is get in touch with our customer service.

Make sure you explain the issue in your message and include the order number from your original purchase. Our reps will take care of you in no time.