Return/Exchange Eligibility Requirements
Orders are eligible for a return within 30 days of the ship date for a full refund. Products must be unworn, unused, and returned in the complete original packaging including the original invoice. Items labeled “Final sale” and custom-made pieces are not eligible for a return or exchange. An email confirmation will be sent to you once your return has been completely processed. Our Returns Department will refund your original form of payment within 20 days. We are unable to refund the original shipping charges, if applicable to your order.
Defective or Incorrect Merchandise
If we have shipped the incorrect item or the product is damaged upon arrival, please email us at info@heilojewelry.com detailing the issue with the product. We will then provide further instructions on how to complete the return.
*We only accept exchanges for the same item in the event that the original product was defective
How To Make A Return
If you are not fully satisfied with your Heilo product, you may make a return for a full refund as long as you meet eligibility requirements (listed above). Please complete the following steps to complete a return:
1. Make sure you have your original invoice and that your Heilo Jewelry meets all return eligibility requirements
2. Submit a return request. Upon approval, our Returns Department will send a pre-paid USPS label with which you may make your return
3. Carefully package your return, making sure to protect your return item in the package as necessary (bubble wrap, tissue paper, packing peanuts, etc.)
3. Securely attach the provided pre-paid USPS return label to the package. Your order will be refunded in up to 20 days to your original form of payment
Return Shipping Options
We advise customers wishing to make a return to obtain tracking for your package and to insure the package for its retail price. We are NOT responsible for any lost return packages. If you have further questions please email us at info@heilojewelry.com.
A pre-paid USPS return label will be provided for eligible returns and exchanges. Any shipping method is permitted at your own cost if you do not wish to use the provided USPS shipping label.