Customer care
Frequently asked questions
The questions we hear most, about our gold, shipping, and returns. If yours isn’t here, write to us.
Product and materials
What materials do you use?
All our jewelry is 14K gold (585) and ships with our certificate of authenticity.
We never use gold-plated or gold-filled materials, and every piece is stamped 585. Every piece is either solid or semi-hollow; we don't make hollow jewelry. Most are solid, gold all the way through. Our bolder styles are semi-hollow: a thick wall of 14K gold around a small hollow core, so they have real weight, hold up to everyday wear and weigh less than solid gold of the same width. They are the Miami Cuban link chain and Cuban link bracelet, the mariner, rolo and rope chains and bracelets, the thick paperclip chain and paperclip bracelet, many of our hoops and huggies (from the small and endless hoops to the chunky styles), the three puffed heart necklaces and the four dome rings. Each product page says how the piece is made. More about our materials
Is 14K gold good for sensitive skin?
Many people with sensitive skin wear 14K gold every day. It is 58.5% gold; the rest is alloy metals, so we can’t promise it suits every skin. If you have a known metal allergy, write to us before you order and we’ll tell you what’s in the alloy.
Do you offer custom or personalized items?
Yes. We offer custom engraving and sizing on select products. Please note: custom-engraved and personalized pieces are final sale, unless they arrive faulty or incorrect.
How should I care for my jewelry?
Wipe it gently with a soft cloth, store pieces separately, and avoid harsh chemicals.
For more tips, see our product care guide.
How do I find my ring size?
All our rings use standard US sizing. Our ring size guide shows two ways to measure at home, with a chart of US and UK sizes in millimeters.
Shipping
Do you ship internationally?
Yes. Shipping is free and insured to the United States and every country listed at checkout. For faster delivery, choose Express+ at checkout.
International orders travel by DHL Express with duties and import taxes paid (DDP), and US orders ship from Illinois. We also ship with UPS, FedEx, and USPS. Shipping details
How long does delivery take?
Orders usually ship within 1–3 business days.
Delivery time depends on your location and the shipping option you choose at checkout; your tracking link shows the carrier’s estimate.
Can I track my order?
Yes. You’ll receive a tracking number by email as soon as your order ships.
Will I pay customs or duties?
No. US orders ship from Illinois: no customs, no import fees, nothing to fill in.
Every other order ships DDP (Delivered Duty Paid) by DHL Express. We pay the import duties and taxes, so there is nothing to pay on delivery.
US prices do not include sales tax; sales tax, where applicable, is calculated at checkout. Prices everywhere else include import VAT/GST and duties, so there is nothing more to pay. Questions? Write to us before you order.
Orders, returns, and exchanges
Can I return or exchange an item?
Yes. Returns and exchanges are accepted within 30 days of delivery.
Our returns and exchanges page has the details.
Who pays for return shipping?
We do. Return shipping is free, even if you’ve simply changed your mind. We email you a prepaid return label.
Can I return custom or engraved items?
Pieces with an engraved design as standard, yes: you can return them within 30 days, like any other piece.
Custom-engraved and personalized items, made for you with a name, date or message, are final sale unless they arrive incorrect or defective.
How do I start a return or exchange?
Email us at support@heonjewelry.com with your order number and the reason for the return.
We’ll reply within 1–2 business days and email you a prepaid return label.
Need more help?
Write to us: a real person answers.