Frequently Asked Questions

PRODUCTION

Shipping

{ "title": "Shipping", "faqs": [ { "question": "What does shipping look like for domestic orders?", "answer": "\u003cp\u003eWe offer free shipping on all domestic orders via USPS (1-5 business days). We also offer shipping via FedEx 2Day (2 business days) and FedEx Overnight (1 business day) for an additional charge. Signature confirmation is included on all packages, as we want to make sure yours gets to you safely! Please keep in mind that each ring is made custom to order, which can take up to three weeks, so the shipping estimate refers to how long it will take for your order to be delivered once it has shipped.\u003c\/p\u003e" }, { "question": "Do all orders require signature confirmation?", "answer": "\u003cp\u003eYes, we automatically require signature confirmation upon delivery for all orders over $500 to ensure that yours arrives safely to you! For orders under $500, it’s possible to waive this requirement during checkout if you anticipate being unable to sign for your package upon delivery. For orders over $500, we can definitely still waive the signature confirmation requirement if you’d prefer for us to do so; however, we don’t recommended this as we would not be able to assist you or be held liable in the event that your order is stolen or lost in transit, unfortunately. If you’d like for us to waive signature confirmation for an order over $500, please email us at \u003ca href=\"mailto:help@hiholden.com\" target=\"_blank\"\u003ehelp@hiholden.com\u003c\/a\u003e!\u003c\/p\u003e" }, { "question": "When I placed my order, it said delivery takes 3-5 business days. Where is it?", "answer": "\u003cp\u003eFor in-stock items, please allow 1-2 business days for order processing. If you haven't received a shipping notification after two business days, please email us \u003ca href=\"mailto:help@hiholden.com\" target=\"_blank\"\u003ehelp@hiholden.com\u003c\/a\u003e, and we'll be happy to assist! For made-to-order items like wedding and engagement rings, it takes us approximately 2-3 weeks to design, cast, and hand polish your design prior to shipment. The delivery date estimate provided during checkout indicates how long it will take for your order to be delivered once it ships. If there’s a specific date you need to receive your order by, please email us at \u003ca href=\"mailto:help@hiholden.com\" target=\"_blank\"\u003ehelp@hiholden.com\u003c\/a\u003e ASAP, and we’ll do our best to make it happen!\u003c\/p\u003e" }, { "question": "Do you ship internationally?", "answer": "\u003cp\u003eWe offer international shipping via DHL to most countries at our discretion. (Want to know if we can ship to your country? Email us at \u003ca href=\"mailto:help@hiholden.com\" target=\"_blank\"\u003ehelp@hiholden.com\u003c\/a\u003e!) Once your order has shipped, please allow 3-10 business days for delivery depending on your location. The customs office of the destination country may impose taxes, customs fees, import duties, and other charges. Any additional charges required for customs clearance are the sole responsibility of the recipient and we are unable to provide an estimate of these charges, unfortunately. Additionally, we regrettably cannot assist you or be held liable in the event that an international order is stolen, has issues going through customs, or is lost in transit.\u003c\/p\u003e" }, { "question": "Can I have my package shipped discreetly? I want to keep it a surprise.", "answer": "\u003cp\u003eWe ship all orders in a small brown shipping box that has no branding on it. The shipping label will have \"H.E. Inc.\" as the return address name, so there will be no mention of Holden until the shipping box is opened!\u003c\/p\u003e" } ] }

RETURNS/EXCHANGES

{ "title": "RETURNS\/EXCHANGES", "faqs": [ { "question": "What is your return\/exchange policy?", "answer": "\u003cp\u003eDomestic customers may return or exchange any item from their original purchase (including engraved rings) within 30 days of the delivery or pickup date. Unfortunately, we aren’t able to accept returns or exchanges on international orders at this time. Returned items must be in their original, unworn condition to be accepted for a full refund to the original payment method. For engagement rings, returns must also be accompanied by the original diamond certification paperwork that was included with your order. Engagement ring returns sent back without the original paperwork will not be accepted. To view our full return\/exchange policy, please click \u003ca href=\"\/pages\/shipping-and-returns\" title=\"Shipping \u0026 Returns\"\u003ehere\u003c\/a\u003e.\u003c\/p\u003e" }, { "question": "What do you do with returned rings?", "answer": "\u003cp\u003eWe melt down most returned rings to make new ones, and the rest are brought to our SoHo showroom to expand our inventory of rings that can be tried on during \u003ca href=\"\/pages\/visit-us\" title=\"Appointments\"\u003ein-person appointments\u003c\/a\u003e. Nothing goes to waste! To learn more about our sustainability efforts, check out our \u003ca href=\"\/pages\/sustainability\" title=\"Sustainability\"\u003esustainability\u003c\/a\u003e page.\u003c\/p\u003e" }, { "question": "Do you accept returns\/exchanges on engraved rings?", "answer": "\u003cp\u003eYes, domestic customers are free to return or exchange rings with engravings - so we recommend getting your ring engraved from the start, as it's free to do so! However, we offer engraving services for $40\/ring if you'd like to get your ring engraved after it's been received. To learn more (or take a look at some of our engraving suggestions), check out our \u003ca href=\"\/blogs\/all\/wedding-ring-engraving-ideas\" title=\"Wedding Ring Engraving Ideas\"\u003eblog post on engravings\u003c\/a\u003e.\u003c\/p\u003e" } ] }

RING SIZE & RESIZING

{ "title": "RING SIZE \u0026 RESIZING", "faqs": [ { "question": "I'm not sure about my ring size...", "answer": "\u003cp\u003eWe can help! If you're located in the US, you can order one of our free ring size kits to confirm the best fit for your ring \u003ca href=\"\/pages\/ring-size-kit\" title=\"Ring Size Kit\"\u003ehere\u003c\/a\u003e. Since not all of our ring styles can be resized (learn more \u003ca href=\"\/pages\/lifetime-guarantee\" title=\"Lifetime Guarantee\"\u003ehere\u003c\/a\u003e), we strongly recommend verifying your ring size ahead of placing your order! For international customers, a size conversion chart is available \u003ca href=\"https:\/\/cdn.shopify.com\/s\/files\/1\/3038\/7578\/files\/Ring_Size_Chart_f1ebf9e6-2b13-47e6-82d5-b73e8000ce97.jpg?v=1670473975\" target=\"_blank\"\u003ehere\u003c\/a\u003e.\u003c\/p\u003e" }, { "question": "What if my ring doesn't fit?", "answer": "\u003cp\u003eFor domestic customers, we offer one free resizing within 60 days of the delivery or pickup date! More details can be found \u003ca href=\"\/pages\/lifetime-guarantee\" title=\"Lifetime Guarantee\"\u003ehere\u003c\/a\u003e. Unfortunately, we aren’t able to resize all of our ring styles, so we definitely recommend verifying your ring size ahead of placing your order! We also offer free exchanges for domestic customers within 30 days of the delivery or pickup date in the event that we aren’t able to resize your ring without compromising its integrity. You can read our full return and exchange policy \u003ca href=\"\/pages\/shipping-and-returns\" title=\"Shipping \u0026 Returns\"\u003ehere\u003c\/a\u003e.\u003c\/p\u003e" }, { "question": "I don’t know my partner’s ring size! How do I figure out their size?", "answer": "\u003cp\u003eWe’re so glad you asked! Here’s a \u003ca href=\"\/blogs\/all\/how-to-get-a-ring-size-secretly\" title=\"How to Get a Ring Size - Secretly\"\u003elink\u003c\/a\u003e to an entire blog post we wrote with tips on how to get your partner’s ring size secretly.\u003c\/p\u003e" } ] }

ORDERS & PAYMENT

{ "title": "ORDERS \u0026 PAYMENT", "faqs": [ { "question": "Can I update\/cancel my order?", "answer": "\u003cp\u003eDepending on where your design is in our production queue, we may be able to change\/cancel an item and\/or update the shipping address on your order. If you need to cancel or remove an item from your order, please let us know within 48 hours of when the order was placed. Any changes or cancellations to made-to-order items after this timeframe will be considered an exchange or return, as production begins shortly after an order is placed. Please note: we reserve the right to refuse a return or cancellation in the event that the customer has already initiated multiple returns in the past. You can find our full return and exchange policy \u003ca href=\"\/pages\/shipping-and-returns\" title=\"Shipping \u0026 Returns\"\u003ehere\u003c\/a\u003e.\u003c\/p\u003e" }, { "question": "What payment methods do you accept?", "answer": "\u003cp\u003eWe accept all major credit and debit cards, as well as PayPal, Apple Pay, Google Pay, and Shop Pay.\u003c\/p\u003e" }, { "question": "Do you offer payment plans?", "answer": "\u003cp\u003eYes, we partner with \u003ca href=\"https:\/\/www.affirm.com\/\" target=\"_blank\"\u003eAffirm\u003c\/a\u003e to offer payment plans. When you reach the payment method section during our checkout process, you will have the option to select monthly payments through Affirm and complete your purchase securely.\u003c\/p\u003e" }, { "question": "Can I order multiple rings to compare them?", "answer": "\u003cp\u003eAs a small startup that custom makes each ring to order and doesn’t hold inventory, it’s difficult for us to make multiple rings for comparison purposes knowing that a return is likely, unfortunately. However, we definitely want to help you make the perfect choice! We offer free in-person and virtual appointments with Holden stylists that can be booked \u003ca href=\"\/pages\/visit-us\" title=\"Appointments\"\u003ehere\u003c\/a\u003e. Our customer experience team is also always happy to answer any questions you might have or make a recommendation—just email us at \u003ca href=\"mailto:help@hiholden.com\" target=\"_blank\" title=\"help@hiholden.com\"\u003ehelp@hiholden.com\u003c\/a\u003e and one of our team members will get back to you ASAP.\u003c\/p\u003e" }, { "question": "Do you offer insurance on your products?", "answer": "\u003cp\u003eWe don’t currently offer insurance for product loss or theft, unfortunately. If you’re looking to insure your jewelry through a third party, we’ve heard from many of our customers that \u003ca href=\"https:\/\/www.jewelersmutual.com\/\" target=\"_blank\" title=\"Link to Jeweler's Mutual\"\u003eJewelers Mutual\u003c\/a\u003e is a good option! \u003c\/p\u003e" } ] }

MATERIALS

{ "title": "MATERIALS", "faqs": [ { "question": "Do you work with alternative metals like tungsten, titanium, or cobalt?", "answer": "\u003cp\u003eWe currently only offer traditional precious metals, such as platinum, white gold, rose gold, and yellow gold (here’s a \u003ca href=\"\/blogs\/all\/best-metal-wedding-band\" title=\"What's the Best Metal for my Wedding Band?\"\u003eblog post\u003c\/a\u003e we wrote on how to choose a metal for your ring!). Unfortunately, we’re unable to work with alternative metals, such as tungsten, titanium, or cobalt at this time.\u003c\/p\u003e" }, { "question": "What are lab-grown diamonds?", "answer": "\u003cp\u003eCheck out our post on \u003ca href=\"\/blogs\/all\/what-are-lab-grown-diamonds\" title=\"What Exactly Are Lab Grown Diamonds?\"\u003elab-grown diamonds\u003c\/a\u003e to learn more about why we choose to only work with lab-grown diamonds (in short, they’re more ethical, sustainable, and affordable!).\u003c\/p\u003e" }, { "question": "How should I care for my ring?", "answer": "\u003cp\u003eAs far as day-to-day wear goes, we recommend removing your ring before daily activities such as showering, applying lotion, exercising, washing dishes, etc. To clean your ring, you can use any jewelry polishing cloth that is designed for gold, silver, or platinum. We also dedicated a blog post to the cleaning process, which you can check out \u003ca href=\"\/blogs\/all\/how-to-clean-wedding-ring\" title=\"How to Clean Your Engagement or Wedding Ring\"\u003ehere\u003c\/a\u003e!\u003c\/p\u003e" }, { "question": "How does precious metal (solid gold and platinum) jewelry wear over time?", "answer": "\u003cp\u003eAs precious metals like solid gold and platinum are softer than many of the surfaces you may contact on a day-to-day basis, you’ll notice scratches and scuffs beginning to develop on your piece as you start to wear it. Don’t worry—this is completely normal!\u003cbr\/\u003e\u003cbr\/\u003eThe first scratches and scuffs will always look particularly noticeable but will start to blend together over time, giving the piece a lovely, soft sheen. Generally, we’ve found that customers really love the way their jewelry wears over time!\u003cbr\/\u003e\u003cbr\/\u003eThe finish you choose can also play a factor in the appearance of the initial scratches. With our mirror finish option, the item will eventually end up developing a bit of a patina and become less shiny. With our matte finish option, the item will actually develop a bit of a shine over time.\u003cbr\/\u003e\u003cbr\/\u003eAdditionally, we offer re-polishing services for $40\/item if you’d like to restore the original finish at some point! Just shoot us an email at \u003ca href=\"mailto:help@hiholden.com\" title=\"Email to help@hiholden.com\"\u003ehelp@hiholden.com\u003c\/a\u003e, and one of our team members can get the process started for you. If you purchased an Extend Protection Plan and are within the coverage term, you can reach out to their virtual claims assistant \u003ca href=\"https:\/\/customers.extend.com\/en-US\/\" target=\"_blank\" title=\"Link to Extend\"\u003ehere\u003c\/a\u003e or call \u003ca href=\"tel:877.248.7707\" title=\"tel:877.248.7707\"\u003e877.248.7707\u003c\/a\u003e to file a re-polishing claim.\u003c\/p\u003e" } ] }

ENGAGEMENT & WEDDING RINGS

{ "title": "ENGAGEMENT \u0026 WEDDING RINGS", "faqs": [ { "question": "This is my first time looking for engagement rings. Where do I start?", "answer": "\u003cp\u003eWe know that engagement ring shopping can be intimidating at first, but we’re here to help! We recommend starting with our Ultimate Engagement Ring Buying Guide \u003ca href=\"\/blogs\/all\/the-ultimate-engagement-ring-buying-guide\" title=\"The Ultimate Engagement Ring Buying Guide\"\u003ehere\u003c\/a\u003e. \u003c\/p\u003e" }, { "question": "Do you offer an upgrade program?", "answer": "\u003cp\u003eUnfortunately, we don’t offer any upgrade or trade-in programs on our rings, settings, or stones at this time.\u003c\/p\u003e" }, { "question": "Can I do a different diamond cut\/color\/clarity\/carat that is not listed on your website?", "answer": "\u003cp\u003eWe can definitely check on this for you! Reach out to us at \u003ca href=\"mailto:help@hiholden.com\" target=\"_blank\"\u003ehelp@hiholden.com\u003c\/a\u003e with exactly what you had in mind, and we’ll get back to you ASAP.\u003c\/p\u003e" }, { "question": "Are your center stone diamonds lab-certified? When\/how will I receive paperwork?", "answer": "\u003cp\u003eYes! All of our center stone diamonds (1.0 ct. and above) are IGI or GIA certified. After checkout, one of our GIA-trained diamond experts will email you with the exact stone we’ve hand-selected for your ring, along with its IGI or GIA certificate. If you are not 100% satisfied with the diamond we've chosen for you, we will be more than happy to find you alternative options.\u003c\/p\u003e" }, { "question": "Why don't you have a section for men's and women's rings?", "answer": "\u003cp\u003eHaving worked in the jewelry industry for many years, we've heard stories over and over from friends who felt judged, pressured, or excluded altogether while wedding and engagement ring shopping. At Holden, we're on a mission to change that reality.\u003c\/p\u003e\u003cp\u003eAll of our rings are designed to be completely gender neutral, as we don't subscribe to gendered expectations for jewelry! You can find a selection of LGBTQ+ customer favorites \u003ca href=\"\/pages\/lgbtq-engagement-wedding-rings\" title=\"LGBTQ+ Engagement \u0026 Wedding Rings\"\u003ehere\u003c\/a\u003e, or reach out to \u003ca href=\"mailto:help@hiholden.com\" target=\"_blank\" title=\"mailto:help@hiholden.com\"\u003ehelp@hiholden.com\u003c\/a\u003e for a specific recommendation.\u003c\/p\u003e" } ] }