Ordering the correct ring size
Q: How do I size my finger?
A: If you do not know your finger or ring size, it is best to have your finger sized by a professional. We have created a ring size guide, but it is not 100% accurate all of the time. Best practice is to visit a jeweler or order your own ring sizer. They are rather cheap on sites like amazon.com. Contact me if you need help choosing one.
Production Lead Time
Q: How long will it take to receive my Story& Hearts purchase?
A: Every item has a different lead time, specified at the bottom of the product description on the product pages. Once an item ships, it should arrive in 3-5 business days.
If your purchase is a gift and you will not receive it in time, please email firstname.lastname@example.org and we can send an email with a gift notification for the recipient, informing them that a Story & Heart Gift is on its way. Please see “Rush Options” for information regarding rush delivery. **Please note that if you've ordered multiple items, we batch them together as one shipment, unless otherwise discussed via email.
Q: I really need it ASAP! Is a Rush Option Available?
A: Some of our styles can be rushed, others cannot. If you are interested in placing a rush order, please email the style name and custom details to email@example.com along with the date you would like to receive it. We will let you know right away if a rush option and overnight shipping is available for that specific style. If you have already placed your order, please be sure to include the order number in the email (found in the confirmation email you received).
Q: What is your return policy?
A: ALL SALES ARE FINAL. However, we are more than happy to exchange an item IF THERE IS SOMETHING WRONG with the order or if the product has a defect. Exchanges can only be done 7 days after delivery, please contact us by email. For exchanges due to an order that was delivered incorrectly, please contact us within 3 days of delivery. We reserve the right to refuse any exchange if we believe the items purchased are intentionally damaged or have been misused. All SPECIAL ORDER/PERSONALIZED items are final sale and will not be refunded once an order has been placed. ALL RINGS ARE CONSIDERED "SPECIAL ORDER" and are therefore non-returnable. In some cases we can resize for a charge (to be determined case by case). If you have questions about personalizing a piece, please contact firstname.lastname@example.org BEFORE placing your order. We are not responsible for return shipping charges and the original shipping charges are non refundable.
Q: How do you discount codes work?
A: Discounts can be applied to your order during checkout using any given Discount Code that was given to you. Discounts are ONLY VALID on specific items and for set periods of time. We cannot retroactively apply a discount code to an order placed before the Discount Code became valid. We cannot add the Discount Code to an order where you forgot to enter the code. Discount codes cannot be combined, and they do not apply to Gift Cards.
Q: What is your repair policy?
A: At Story & Hearts we take great pride in our quality and craftsmanship. However, jewelry by its very nature is delicate. If you should need repair on any jewelry piece purchased from Story & Hearts, please email email@example.com. Repairs will be assessed on an individual basis.
Story & Hearts will repair at no charge any breakage caused by manufacturer defect within 120 days of purchase for 14K, 18K, or Platinum pieces and for Silver/Gold-Plated pieces within 30 days of receipt of purchase. Repairs needed after these timelines or deemed to be caused by misuse will incur a repair charge at the customer’s expense, beginning at $30 (plus any applicable shipping fees). Please let us know in advance if you plan to send a repair by sending an email to firstname.lastname@example.org. We will then provide a form for you to fill out and include with your package. Story & Hearts will alert you of tracking for your repair by email.
Should you have an item repaired or worked on by any jeweler other than Story & Hearts, it will void any and all warranty of the piece.
Q: Will I be charged sales tax?
A: Sales tax is collected on orders shipped to addresses in states which require our business to collect and remit in. Requirements and thresholds may change due to factors outside of our control.
Q: What does it mean that my necklace can be made adjustable?
A: All necklaces come as a standard 18” long (unless otherwise noted in the Product Description). If you prefer to order a chain that is longer or shorter, this can be noted in the comments section during checkout. Longer chains will require an additional fee. Chains can also be ordered to have two jump rings, so that they can be worn at two different lengths. This should also be noted in the comments section during checkout.
Cleaning and Care
Q: How should I care for my Story & Hearts Fine jewelry?
A: Story & Hearts Fine jewelry is delicate and should be cared for accordingly. To extend the life of your jewelry, please follow these care instructions.
- Take off your jewelry before your daily rituals such as: showering, lotion, perfume, exercise, washing dishes, etc.
- Before bedtime, lay your jewelry out flat to avoid tangling/scratching.
- For necklaces, clasp the necklace when removing it to assure the chain does not tangle or knot.
- To fully remove tarnish and any stains on your silver or plated jewelry, we recommend using any anti-tarnish silver polish that can be found at your local supermarket or drugstore. Some brands that we have found to be effective include Tarn-X and Hagerty. Be sure to follow the instructions on the bottle and to always wear gloves when working with silver polish.
- To clean your diamond jewelry, use a soft toothbrush with dish soap and gently scrub the gold and diamonds.
Q: What form of payment does Story & Hearts accept?
A: We accept all major forms of payment online including Visa, MasterCard, Discover and Amex, PayPal, Apple Pay, and Google Pay. Payment is processed at the time your order is placed, regardless of the lead time on your piece.
Q: Does Story & Hearts ship internationally?
A: At this time, we do not