FAQ
What is your return/exchange policy?
Although we do not offer returns, we do offer store credit for exchanges within 7 days of the delivery date from your order. If you need to exchange your item, please send us an email at hello@wearheartvault.com with your order number in the memo.
All one-of-one pieces are final sale.
Who covers shipping for returns or exchanges?
If your item is damaged or incorrect, we’ll cover return shipping. For all other exchanges, customers are responsible for return shipping costs.
My item arrived damaged. What should I do?
So sorry about that. Please email us at hello@wearheartvault.com within 3 days of delivery with your order number and a photo of the item. We’ll take care of it as quickly as possible.
When will my order ship?
Orders are prepared and shipped within 3–5 business days. Each piece is wrapped with care before it leaves our hands for yours.
How long will delivery take?
Delivery times depend on your location.
- Usually arrive within 3–7 business days after shipping.
How can I track my order?
Once your order ships, you’ll receive a tracking link by email so you can follow its journey to your doorstep.
What if my package is lost or delayed?
If your package seems lost in transit, reach out to us at hello@wearheartvault.com with your order number. We’ll help track it down and make it right. We are not responsible for lost or delayed packages, but will help give you the resources needed to locate your package.
Can I change my shipping address after ordering?
If your order hasn’t shipped yet, email us right away at hello@wearheartvault.com and we’ll update the address. Once an order is shipped, we unfortunately can’t make changes.
How do I take care of my jewelry?
Our pieces are made with love and meant to last, but like all little treasures, they deserve gentle care.
To keep your jewelry shining:
- Avoid water, sweat, perfume, and lotions while wearing
- Store in a dry place, ideally in the pouch it came in
- Remove before showering, swimming, or sleeping
- Wipe with a soft cloth after each wear to maintain luster
- Keep away from harsh chemicals and cleaners
What if my jewelry breaks?
We stand by the quality of our pieces and want you to love them for years to come. If your jewelry breaks within 60 days of purchase due to a craftsmanship issue, we’ll gladly repair or replace it at no cost.
For breaks outside that window, we offer affordable repair options on a case-by-case basis. Just send us an email with a photo and your order number, and we’ll take care of you.
Will my jewelry tarnish?
Our pieces are made with high-quality materials like gold-filled chains and gold-plated charms, but all metals can show signs of wear over time—especially with exposure to moisture, chemicals, or rough surfaces. With proper care, your piece will stay beautiful longer.
How can I contact you?
You can email us at hello@wearheartvault.com for any questions or order help. Please include your order number so we can assist you quickly. We aim to respond within 24-48 hours.
Do you work with influencers or content creators?
We love collaborating with creators who share our vision. Please email us at hello@wearheartvault.com with your social links, audience insights, and why you’d like to partner.
Wholesale inquiries
For wholesale inquiries, email us at hello@wearheartvault.com with your store name, location, and a brief introduction. We’ll send over our line sheet and wholesale terms.
What is your return/exchange policy?
Although we do not offer returns, we do offer store credit for exchanges within 7 days of the delivery date from your order. If you need to exchange your item, please send us an email at hello@wearheartvault.com with your order number in the memo.
All one-of-one pieces are final sale.
Who covers shipping for returns or exchanges?
If your item is damaged or incorrect, we’ll cover return shipping. For all other exchanges, customers are responsible for return shipping costs.
My item arrived damaged. What should I do?
So sorry about that. Please email us at hello@wearheartvault.com within 3 days of delivery with your order number and a photo of the item. We’ll take care of it as quickly as possible.
When will my order ship?
Orders are prepared and shipped within 3–5 business days. Each piece is wrapped with care before it leaves our hands for yours.
How long will delivery take?
Delivery times depend on your location.
- Usually arrive within 3–7 business days after shipping.
How can I track my order?
Once your order ships, you’ll receive a tracking link by email so you can follow its journey to your doorstep.
What if my package is lost or delayed?
If your package seems lost in transit, reach out to us at hello@wearheartvault.com with your order number. We’ll help track it down and make it right. We are not responsible for lost or delayed packages, but will help give you the resources needed to locate your package.
Can I change my shipping address after ordering?
If your order hasn’t shipped yet, email us right away at hello@wearheartvault.com and we’ll update the address. Once an order is shipped, we unfortunately can’t make changes.
How do I take care of my jewelry?
Our pieces are made with love and meant to last, but like all little treasures, they deserve gentle care.
To keep your jewelry shining:
- Avoid water, sweat, perfume, and lotions while wearing
- Store in a dry place, ideally in the pouch it came in
- Remove before showering, swimming, or sleeping
- Wipe with a soft cloth after each wear to maintain luster
- Keep away from harsh chemicals and cleaners
What if my jewelry breaks?
We stand by the quality of our pieces and want you to love them for years to come. If your jewelry breaks within 60 days of purchase due to a craftsmanship issue, we’ll gladly repair or replace it at no cost.
For breaks outside that window, we offer affordable repair options on a case-by-case basis. Just send us an email with a photo and your order number, and we’ll take care of you.
Will my jewelry tarnish?
Our pieces are made with high-quality materials like gold-filled chains and gold-plated charms, but all metals can show signs of wear over time—especially with exposure to moisture, chemicals, or rough surfaces. With proper care, your piece will stay beautiful longer.
How can I contact you?
You can email us at hello@wearheartvault.com for any questions or order help. Please include your order number so we can assist you quickly. We aim to respond within 24-48 hours.
Do you work with influencers or content creators?
We love collaborating with creators who share our vision. Please email us at hello@wearheartvault.com with your social links, audience insights, and why you’d like to partner.
Wholesale inquiries
For wholesale inquiries, email us at hello@wearheartvault.com with your store name, location, and a brief introduction. We’ll send over our line sheet and wholesale terms.