Shipping, Exchanges, and Repairs
All pieces are made to order. Please allow 4-6 weeks before an item is shipped.
Once your piece is complete our standard shipping takes approximately 4-7 business days. Please note that taxes and weekends and holidays are not included in the shipping estimates.
We take great care in packaging and shipping your order, but please note that Hidden Gem Jewelry is not responsible for any lost or stolen packages. If your package is lost in transit or arrives damaged, please contact your local postal service. Once your package has been shipped, please contact the shipping carrier for updates on your package. As for international addresses outside the US, you may be charged customs fees, which we are not responsible for.
We're sorry to hear that your piece is not the right fit, but as long as your pieces have not been worn or damaged, you are able to exchange them for a different size, design or even a store credit within 7 days of receiving your order.
Due to our products being hand-crafted and curated we have a very limited return policy.
Please note that for health and hygiene reasons earrings cannot be returned or exchanged.
Customized pieces cannot be returned or exchanged.
Gift sets cannot be returned or exchanged, they are final sale.
Items purchased on sale or with a discount code are final sale and cannot be returned or exchanged.
The customer is responsible for shipping the pieces in their original packaging with tracking to our address.
A non-refundable $50 fee will be charged for exchanges to cover shipping costs of your new item.
We do not accept responsibility for items shipped in the process of being exchanged.
After 7 days we no longer accept exchanges.
We guarantee our pieces 100%.
If you would like to return a piece, please contact us at email@example.com and let us know why, and send it back with tracked mail within 7 days of receiving it.
Please ensure that the piece is unworn and all packaging is in perfect condition.
Customized pieces cannot be returned.
We do not accept responsibility for items shipped in the process of being returned.
We have the right to deny a return if it does not meet any of our return policy conditions.
Sale items are final sale.
You will receive online credit or a store credit for any returns.
Shipping fees are non-refundable.
To complete your return, we require a receipt or proof of purchase.
Repairs are subject to a base repair fee of $100, unless quoted otherwise. Please note that chain breaks / anklet breaks are not considered to be defective product.
All sale items, gift cards, earrings, gift sets and special orders are final sale.