FAQs

All international orders are final sale.

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. Please post mark your order within 14 days upon receipt.

Please note if we receive your order and it is post marked after the date indicated we will not accept this for a return. Once an exchange has been processed for an order, no additional returns or exchanges will be permitted on that order.

We do not provide prepaid return labels. We kindly ask that returns be shipped using your preferred shipping carrier. Once your return is received and processed, our team will be in touch to confirm next steps. If an item is defective, we will provide a return label.

For custom-made jewelry, we charge a $25 fee for returns and alterations to cover our labor cost of assembly and disassembly. Additionally, please note we charge a $15 restocking fee for Gemstone Necklace returns valued at $250+. Once a return is processed, we will promptly refund your card. 

Please mail returns to:

HART - Returns/Exchanges
635 Rutledge Avenue
Suite 102
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 post mark your order within 14 days upon receipt.

Please note: once an exchange has been processed for an order, no additional returns or exchanges will be permitted on that order.

We do not provide prepaid return labels. We kindly ask that returns be shipped using your preferred shipping carrier. Once your exchange is received and processed, our team will be in touch to confirm next steps. If an item is defective, we will provide a return label.

Please mail exchanges to:

HART - Returns/Exchanges
635 Rutledge Avenue
Suite 102
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.

All international orders are final sale. Due to the complexities of international shipping, we're unable to offer returns or exchanges on these purchases. We encourage you to review your order details carefully before placing, and if you have any questions our team us always here to help! 

No, we do not apply discounts retroactively.

Questions about points, redeeming points, perks, and discounts? See our full FAQ for our Loyalty Program here.

Our charms are hand-crafted with quality brass before being plated with recycled gold. We use a pure gold plating bath to achieve our signature 18K color. While the industry standard is a cheap shortcut — 20 mils thickness + ‘e-coat’  (a clear lacquer-like varnish to seal the gold color)— we forgo the e-coat and use 80 mils of gold thickness instead. This substantial approach means our jewelry looks and feels more like real gold, and will develop a lovely patina over time.

Our chains are premium gold-filled metal and proudly made in the USA. Gold-filled jewelry is incredibly durable due to a thick layer of gold with a strong bond between the gold and base metal. At least 5% of the total weight is pure gold. 

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.

Our handcrafted pieces are designed and assembled in small batches in downtown Charleston, SC. Our gold-filled chains are made in the USA. Our charms are handmade in responsible factories in Thailand and India. We proudly partner with the globe’s leading vendors to ensure ecologically responsible manufacturing (from solar energy to water treatment), fair wages, and quality working environments.

Because we are overachievers, we can proudly say that our charms are plated with 80 mils of gold, which is four times thicker than industry standard. 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. Over time, it will develop patina, scratches, and character. It will age with you. And we think that’s beautiful.

HART jewelry is durable, but not indestructible like solid gold. If you wish to never, ever take off your HART jewelry, it will show signs of aging more quickly. But if you follow ‘proper care’ guidelines, it’ll be a staple for many, many years.  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 human 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. 

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.

If you need assistance with placement and styling, we offer free 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 stores 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.

You have a few options to add, remove, or re-work your piece:

1. We offer an Alterations Bundle where we can make the adjustments for you. This bundle includes the cost of shipping both ways (we will create a label for you!) and the alteration on your piece. Once we receive your piece, we will work with you one-on-one to alter your jewels! 

2. Add the charms yourself — you can either DIY with jewelry pliers or take them to a local jeweler to pop on. 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. If you are in Charleston, Nashville, New York, or Nantucket we invite you to stop by our stores to add or remove charms in person. There is no fee for in-store alterations. If you have any further questions please do not hesitate to reach out! We are here to help.

4. 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. We offer an Alterations Bundle where we can make the adjustments for you. This bundle includes the cost of shipping both ways (we will create a label for you!) and the alteration on your piece. Once we receive your piece, we will work with you one-on-one to alter your jewels!

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.

Yes, our Design Team will happily accommodate requests for custom chain lengths (necklaces and bracelets). Please note, as these pieces are crafted to your specification, custom chains are final sale and cannot be returned or exchanged. If you're interested in a custom chain, please reach out to [email protected] and we'll start creating your dream custom charm piece.

We are proud to use CZ – a lab-created stone which stands for Cubic Zirconia. Our CZ stones are 5A grade, which is the highest quality available, and not a cheap shortcut (not all CZ is created equally). This means ours are cut and polished to perfection, giving off a brilliance and fire that rivals (and often outshines) more expensive options.

• Sparkle. Here’s the thing: both cubic zirconia and lab-grown sapphires are man-made in controlled environments. But while lab sapphires carry a higher price tag, they don’t necessarily sparkle more. In fact, our CZ stones reflect light with a sharper brilliance than sapphires — giving you that extra “pop” of radiance in your tennis styles.

• Durability. 5A CZs are more durable than lab-grown sapphires. 5A CZ ranks an 8.5 on the Mohs scale of hardness (diamond is a 10). That means it’s durable enough for everyday wear, while still delivering the look of fine gemstones.

• Value. At the end of the day, paying more for a lab-grown sapphire doesn’t guarantee a better look. With our collection, you’re investing in stones that perform beautifully, are durable for everyday wear, and deliver the same luxury feel — without the inflated cost.

• Brilliance, quality, and timeless style

  • Our CZ stones aren’t a compromise. They’re a conscious choice for sparkle, style, and value. At HART, every stone we select must meet our standards for brilliance, quality, and timeless style. That’s why we choose 5A grade cubic zirconia for our bezel-set collection.

• Engineered to perfection

  • Our CZ stones are engineered to perfection — cut to maximize sparkle and fire, with flawless clarity that stays radiant day after day. They reflect light in a way that rivals, and often outshines, pricier lab-grown sapphires.

• Smart luxury

  • CZ is smart luxury – You get the look and feel of high-end gemstones, without paying for a markup that doesn’t translate to more sparkle or better performance. Each stone is conflict-free, eco-friendly, and perfectly suited for everyday wear — elegant, effortless, and made to shine.

• Is CZ durable?
  Yes. 5A CZ ranks an 8.5 on the Mohs scale of hardness (diamond is a 10). That means it’s durable enough for everyday wear, while still delivering the look of fine gemstones.
  
  

• How do I care for CZ jewelry?
  Just like other fine stones, CZ benefits from a little TLC. Clean with mild soap and warm water, and polish with a soft cloth. Avoid harsh chemicals and ultrasonic cleaners to keep your stone sparkling.

Any promo or other offer codes are not stackable.

We do not apply discounts retroactively.