Do you charge in other currencies?
You can select from the list of currency options at the top left corner of the web page. Hearts of Gems processes and charges orders in Canadian currency (CAD). Note that the currency conversions provided on our website are approximations based on the most current exchange rates. These rates may differ from those actually used by your card provider. Purchases may also be subject to currency conversion fees levied by your bank.
Are items returnable?
Hearts of Gems will gladly accept any full-priced items for exchange or refund within 7 days of receipt. Items being returned must be in unworn condition with attached tags and packaging. Hearts of Gems will not accept any returned merchandise without prior written communication and a valid Return Authorization. All sale item and discounted merchandise are final sale and cannot be returned or exchanged. Shipping costs are non-refundable. Once items have been sent back to us, please note that Hearts of Gems does not assume any responsibility for lost or damaged returned goods while in transit from the customer. Therefore, we strongly recommend that customers use an appropriate carrier with a tracking system. For more information on our return policy, please click here.
Does Hearts of Gems ship internationally?
All orders are shipped from Bradford, ON in Canada. Hearts of Gems ships worldwide with the exception of select countries. For international orders, we offer both Canada Post/USPS (USA Only) and Asendia services. Once your parcel clears customs, it will be handed over to your country’s local delivery organization for final delivery.
Please note that international orders may be subject to customs fees levied by the destination country. We have no control over whether you will be charged for customs, and if so, how much. We are not responsible for any additional charges the destination country imposes on you.
How long does it take you to process an order before it is dispatched?
Orders are processed and dispatched within 1-3 business days. You will be notified and provided with tracking information once your order has shipped. Orders shipped within Canada and to the USA are normally delivered within 2-10 business days. International orders could take 5-15 business days. Note that these estimates do not include order processing times or potential customs delays and that they may be subject to fluctuation throughout the year.
I just placed an order, can I modify or cancel it?
To request a modification or cancellation to your order, please email firstname.lastname@example.org as soon as possible. However, before contacting us, be advised that all orders placed for sale and clearance items are final sale and not eligible for modification, cancellation, return or exchange once submitted. For all other cancellation requests, keep in mind that our business hours are 10AM – 6PM (EST) Monday – Saturday, 12PM – 5PM (EST) Sundays and holidays.
Once an order is submitted, Hearts of Gems does not guarantee that it can be modified or cancelled prior to shipment.
What forms of payment do you accept?
We accept all major credit cards (Visa, Mastercard and American Express) in addition to PayPal and ShopPay. Please note that registration is not required to place an order through PayPal Express Checkout. You can also pay for online orders using a Hearts of Gems Gift Card.
Do I need to create an account to make an order?
No, creating an account is not necessary. However, doing so keeps you updated with your order history and tracking information, as well as our newsletter and special promotions when they become available. We often have special promotions targeted at registered users.