FAQ

Frequently Asked Questions

Ordering & Personalization

Can I customize my jewelry with a name or date?
Yes! Many of our pieces can be personalized with a name, date, or short message. Simply enter your details in the personalization field on the product page before adding to cart.

What if I make a typo in my personalization?
Please double-check your personalization carefully before placing your order — we produce exactly what you enter. If you notice a mistake, contact us immediately at support@heartkeeps.us. Once production has started, we cannot make changes free of charge. See our Terms and Conditions for details.

Can I cancel or change my order?
Orders can only be cancelled or changed within a very short window after purchase, before production begins. Please contact us as soon as possible at support@heartkeeps.us if you need to make a change.

Shipping & Delivery

How long does it take to receive my order?
Please allow 3–7 business days for production, plus shipping time:

United States: 5–10 business days after production
International: 10–21 business days after production

How much does shipping cost?
Standard U.S. shipping is $5.99 on orders under $100. Orders over $100 qualify for free shipping.

Will I receive a tracking number?
Yes! Once your order ships, you will receive a tracking number by email.

What if I entered the wrong shipping address?
Please make sure your address is correct before placing your order. We are not responsible for packages lost due to an incorrect address. If a package is returned to us, re-shipment costs are the customer's responsibility.

Returns & Replacements

Do you accept returns?
Yes. Eligible non-personalized products may be returned within 30 days of delivery if they are unused, unworn, and in their original packaging.

Personalized and made-to-order products are final sale unless they arrive damaged, defective, incorrect, or different from the order placed.

What if my item arrives damaged or defective?
If your item has a manufacturing defect or was damaged during shipping, we will replace it at no cost. Please contact us within 30 days of delivery at support@heartkeeps.us with a photo of the issue.