banner image
Track order
Return order
Report issue

FAQs

GOLD JEWELRY QUALITY & CARE

HART chains are premium gold-filled metal and proudly made in Los Angeles. Our charms are made of durable gold plating over hefty brass. We partner with a leading, family-run factory in Rhode Island to plate in a sustainable manner using recycled gold and strict environmental standards to reduce impact. 

Our gold jewelry is nickel and lead free and is designed with sensitive skin in mind.  *Note* some people are extra sensitive and can only wear pure gold. If that's you, we cannot guarantee you won't have some sort of reaction.

Because we are overachievers, we can proudly say that our charms are HGE-certified—a high-quality gold plating standard recognized by the FTC. This ensures our jewelry is durable and long-lasting, so you can enjoy it for years. While it's not indestructible, with a bit of care—like avoiding water, sweat, and chemicals—your pieces will stay beautiful for years to come.

Our jewelry is not designed to be precious. Overtime, it will develop patina, scratches, and character. It will age with you. And we think that’s beautiful.

How does HART define ‘proper care’? Avoid the 4 ‘S’s as much as possible. 

  1. Do not Swim 
  2. Do not Shower
  3. Do not Sweat
  4. Do not Spray (lotion, perfume, tanning, sunscreen, etc)

We recognize that these rules are a bit unrealistic for our active, fun-loving, gorgeous, stylish customers. Rocking your charm necklace to pilates or skinny-dipping every now and then is okay. If you do, be sure to clean your jewelry with our Cleaning Kit to remove abrasive chemicals. 

*Science: did you know certain medications and one’s body chemistry can also lead to tarnishing? Of course, this is unavoidable, but it’s good to keep in mind.

Tarnishing 

In most cases, tarnishing defects due to manufacturing error—although rare—will become evident almost immediately or within 6 months of normal wear. Our charms are individually plated by hand, so mistakes can happen. To get help within the six-month window, please email us a photo of your jewelry with your order number, and we’ll assess the issue. 

After six months, tarnishing is considered normal wear and tear, but we still want to hear from you and see how we can help. If you are interested in having your piece re-plated, please reach out to us for more information. 

Structural

In most cases, manufacturing defects - although rare - will become evident almost immediately or within a few weeks. Structural repairs (jump ring, chain or clasp breakage) and associated shipping fees are covered within the first three months after purchase. After three months, HART reserves the right to assess whether the damage was incurred due to improper care, and will advise purchasing our Alterations Bundle.

CUSTOM CHARM JEWELRY

If you need assistance with placement and styling, we offer virtual styling consultations with one of our assemblers. During your Zoom video call, you will choose your chain and charms to design your perfect piece. Book your complimentary virtual appointment here. Or, swing by one of our shops to work directly with a stylist to create your perfect HART piece.

You can also leave a note at checkout or email us if you’d like our team to send a photo of your custom charm piece prior to shipping to make sure you love your charm placement.

  1. Let HART add them for you. Simply email us and we can assist you in mailing us your piece and include any instructions. We will mail you the updated piece within 5 business days.
  2. DIY… You can purchase individual charms from our website. Each charm comes with a jumpring. You can add them yourself with jewelry pliers or take your necklace to a bead shop. However, we like to think we have mastered the art of the placement and do not recommend navigating the nuances of each charm / chain combination. 
  3. Pop on a charm with a Charm Clip

We want you to be absolutely happy and love working with our customers to create the perfect piece. 

WITHIN 14-DAYS OF PURCHASE

If you’d like to make alterations after 14 days of purchase, we are here to help! We want to make sure you are over the moon with your jewels.  For example, if you’d like to move charms to a different chain, we can assist with the purchase of a new chain and our assembly team can help place your existing charms on your new necklace. Please reach out to our customer service team ([email protected]) to learn more about the process and how we can help!

OUTSIDE OF 14-DAY PURCHASE WINDOW

If you’d like to make alterations after 14 days of purchase, we are here to help! We want to make sure you are over the moon with your jewels.  For example, if you’d like to move charms to a different chain, we can assist with the purchase of a new chain and our assembly team can help place your existing charms on your new necklace. Please reach out to our customer service team ([email protected]) to learn more about the process and how we can help!

Returns are accepted for non-sale item(s) within 14 days upon receipt. The customer is responsible for return shipping. Sale items are final sale – no exchanges or returns.

For custom-made jewelry, we charge a $25 fee for returns and alterations to cover our labor cost of assembly and disassembly. Once a return is processed, we will promptly refund your card.

HART - Returns/Exchanges
635 Rutledge Avenue
Suite 103
Charleston, SC 29403

The time it takes for your return or exchange to reach us may vary depending on your location. For items valued over $75, we recommend using a trackable shipping service, such as UPS or FedEx, or purchasing shipping insurance. Please note that shipping times are outside of our control and recommend you monitor your tracking info for delivery status! Additionally, HART does not provide replacements for items sent back for returns or exchanges.

Each piece is made-to-order in our downtown Charleston studio. Please take into consideration the time it takes to assemble (5-7 business days), as well as the shipping time (depending on your chosen rate). If you need your order quicker, choose expedited shipping and assembly for an additional fee at checkout.

DISCOUNTS

Any promo or other offer codes are not stackable.

EXCHANGES & RETURNS

Returns are accepted for non-sale item(s) within 14 days upon receipt. An order number is required to process returns. Sale items are final sale – no exchanges or returns.

For custom-made jewelry, we charge a $25 fee for returns and alterations to cover our labor cost of assembly and disassembly. Once a return is processed, we will promptly refund your card.

Please mail returns to:

HART - Returns/Exchanges
635 Rutledge Avenue
Suite 103
Charleston, SC 29403


The time it takes for your return or exchange to reach us may vary depending on your location. For items valued over $75, we recommend using a trackable shipping service, such as UPS or FedEx, or purchasing shipping insurance. Please note that shipping times are outside of our control and recommend you monitor your tracking info for delivery status! Additionally, HART does not provide replacements for items sent back for returns or exchanges.

Exchanges for equal or greater value (no store credit) are accepted for non-sale item(s) within 14 days upon receipt. An order number is required to process exchanges.

Please mail exchanges to:

HART - Returns/Exchanges
635 Rutledge Avenue
Suite 103
Charleston, SC 29403

The time it takes for your return or exchange to reach us may vary depending on your location. For items valued over $75, we recommend using a trackable shipping service, such as UPS or FedEx, or purchasing shipping insurance. Please note that shipping times are outside of our control and recommend you monitor your tracking info for delivery status! Additionally, HART does not provide replacements for items sent back for returns or exchanges.

Please scroll to the FAQ section dedicated to Custom Charm Jewelry.

For custom-made jewelry, we charge a $25 fee for returns and alterations to cover our labor cost of assembly and disassembly. Once a return is processed, we will promptly refund your card.

No. Orders placed before Black Friday sale are not qualified for the discount. We do not apply discounts retroactively.

No, the HELLYES10 promo or other offers codes are not valid during the Black Friday sale.

Not in a hurry: Choose "Free Shipping $100+ | USPS Ground Adv. | 6-12 Biz Days"

Not in a hurry for assembly time but don't want to risk shipping delays: Choose "Express Shipping | UPS 2-Day | 5-8 Biz Days"

Not in a hurry for assembly time but really don't want to risk shipping delays: Choose "Overnight Shipping | UPS 1-Day | 4-7 Biz Days"

In a rush for assembly and shipping: Choose "Express Assembly + Shipping | UPS 2-Day | 3-5 Biz Days"

Not messing around, period: Choose "Express Assembly + Overnight Shipping | UPS 1-Day | 2-4 Biz Days"

Not in a hurry at all: Choose "Economy Shipping | 4-8 Biz Days"

Not in a hurry but want to minimize any possible shipping delays: Choose "Expedited 3-Day Shipping | 4-6 Biz Days"

Not messing around: Choose "Express 2-Day Shipping | Ships Next Biz Day | 3-4 Biz Days"

Get support